Troubleshooting troubleshooting

You can find in this section common questions related to Dynamic reporting.

For Unique opens and Unique clicks, the count in the aggregate row is not matching the ones in individual rows unique-open-clicks-no-match

This is an expected behavior.
We can take the following example to explain this behavior.

An email is sent to profiles P1 and P2.

P1 opens the email twice on the first day and then tree times on the second day.

Whereas, P2 opens the email once on the first day and doesn’t reopen it in the following days.
Here is a visual representation of the profiles’ interaction with the sent email:

To understand the overall number of unique opens, we need to sum up the row counts of Unique Opens which gives us the value 3. But since the email was targeted to only 2 profiles, the Open rate should show 150%.

To not obtain percentage higher than 100, the definition of Unique Opens is maintained to be the number of unique broadlogs that were opened. In this case even if P1 opened the email on Day 1 and Day 2, their unique opens will still be 1.

This will result in the following table:

Open counts do not match the Database count open-counts-no-match-database

This may be due to the fact that, heuristics are used in Dynamic reporting to track opens even when we can’t track the Open action.

For example, if a user has disabled images on their client and click on a link in the email, the Open may not be tracked by the database but the Click will.

Therefore, the Open tracking logs counts may not have the same count in the database.

Such occurrences are added as “an email click implies an email open”.

How are counts for recurring/transactional deliveries calculated? counts-recurring-deliveries

When working with recurring and transactional deliveries, the counts will be attributed to both the parent and child deliveries.
We can take the example of a recurring delivery named R1 set to run every day on day 1 (RC1), day 2 (RC2) and day 3 (RC3).
Let’s assume that only a single person opened all the child deliveries multiple times. In this case, the individual recurring child deliveries will show the Open count as 1 for each.
However, since the same person clicked on all the deliveries, the parent recurring delivery will also have Unique open as 1.

Reports should look like the following:

What is the colors’ signification in my reports’ table? reports-color-signification

Colors displayed on your reports are randomized and cannot be personalized. They represent a progress bar and are displayed to help you better highlight the maximal value reached in your reports.

In the example below, the cell is of the same color since its value is 100%.

If you change the Conditional formatting to custom, when the value reaches the upper limit the cell will get greener. Whereas, if it reaches the lower limit, it will get redder.

For example, here, we set the Upper limit to 500 and Lower limit to 0.

Why does the value N/A appear in my reports?

The value N/A can sometimes appear in your dynamic reports. This can be displayed for three reasons:

Deliveries’ reports show incomplete data when using custom Target mapping

If you are using imported custom Target mappings in deliveries and no data is displayed in the different reports, this could mean that the Reporting enrichments were not created for those Target mappings.

To resolve this: