Understanding User Metrics: Active Users vs. New Users
This article explains the technical differences between Active Users and New Users in your reporting dashboard. Understanding these metrics helps you accurately track player engagement and account growth.
Executive Summary
1. New Users
A "New User" is counted the moment a user account is initialized in the system.
- Trigger: Assignment of a unique
CenterUserUuid. - Method: Includes accounts created via SSO (Client) or manually (Web Admin).
- Requirements: Users do not need to sign the Terms of Service (TOS) to be counted as a New User.
2. Active Users
An "Active User" is a unique player who performs a logged action that is independent of staff intervention.
- Trigger: Activity logs containing a
UserUuidbut noEmployeeUuid. - Examples of Active Actions:
- Launching a game or app.
- Purchasing time or items.
- Updating profile details from the client.
EmployeeUuid and therefore do not count toward the Active User metric unless the player interacts with the PC afterward.3. Comparison Breakdown
Feature | New User | Active User |
Logic | Created Date | Activity Log |
Web Admin Impact | Counted on creation | Not counted for remote actions |
TOS Required? | No | Usually yes (during activity) |
Deduplication | Once per lifetime | Once per reporting interval |
4. Troubleshooting Discrepancies
Why is my "New User" count higher than "Active"?
It is common to see more New Users than Active Users. For example, if you create 50 accounts for a class via the Web Admin, you will see 50 New Users. However, if only 10 of those students actually log in and launch a game, you will see 10 Active Users.
Reporting Match
- New Users will always match the "Created Date" filter in your User Reports.
- Active Users will match your "Unique Daily Visitors" or "App Launch" statistics.
Updated on: 27/05/2026
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