When adding new elements to TouchPoints, adding responses to questions, changing demographics, or adding new demographics, the universe that contains that information needs to be flattened so that the new data elements will be displayed.

Option 1:

  1. Expand the Navigation Bar (if applicable) 
  2. Click on Reports 
  3. Select Manage Report Universes 
  4. Locate the Universe that needs to be flattened 
  5. Click the two circular green arrows        
  6. When prompted, "Are you sure you want to...?", click Continue.
  7. Universe will start to flatten 

Option 2:

  1. Expand the Navigation Bar (if applicable) 
  2. Click on Reports 
  3. Select Manage Report Universes 
  4. Locate the Universe that needs to be flattened
  5. Click Edit 
  6. Click Tab "Universe Name and Description" 
  7. Click Save 
  8. Universe will start to flatten


Flattening Codes

1. Queue for Processing

This indicates that the universe is attempting to sync. While this is processing, please do not re-flatten the universe. Allow the sync to run, it may take 2-4 hours for the universe to flatten.

If it continues to display this code, but does not flatten within a couple of hours, contact our support team by opening a chat or emailing use at support@socialsolutions.com.

2. Queued for processing due to error in last attempt

If you see the following error when flattening your universe, it has encountered an issue in syncing. To re-attempt the sync, you can re-flatten the universe following the steps from Option 2 (above).

If this error continues to display, please contact our support team by opening a chat or emailing use at support@socialsolutions.com.

Note: We understand that the flattening process can be frustrating. If you are encountering repeated flattening errors please alert our support team.

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