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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

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:
Day Opens Unique opens
Day 1 2 + 1 = 3 1 + 1 = 2
Day 2 3 + 0 = 3 1 + 0 = 1
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, his unique opens will still be 1.
This will result in the following table:
Day Opens Unique opens
Day 1 6 2
Day 2 3 2
Unique counts are based on an HLL-based sketch, this may cause slight inaccuracies at large counts.

Open counts do not match the Database count

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" .
Since unique counts are based on an HLL-based sketch, minor inconsistencies between the counts can be experienced.

How are counts for recurring/transactional deliveries calculated?

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.
After the Adobe Campaign Standard 19.2.1 release, the definition of Unique counts is changed from Number of unique persons interacting with the delivery to Number of unique messages interacted .
Before the Adobe Campaign Standard 19.2.1 release, reports looked like the following:
Delivery Sent Delivered Opens Unique opens
R1 100 90 10 1
RC1 20 20 6 1
RC2 40 30 2 1
RC3 40 40 2 1
After the Adobe Campaign Standard 19.2.1 release, reports look like the following:
Delivery Sent Delivered Opens Unique opens
R1 100 90 10 3
RC1 20 20 6 1
RC2 40 30 2 1
RC3 40 40 2 1

What is the colors' signification in my reports' table?

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 two reasons:
  • The delivery has been deleted and is shown here as N/A to not cause discrepancy in the results.
  • When drag and dropping the Transactional Delivery dimension to your reports, the value N/A might appear as a result. This happens because Dynamic report fetches every delivery even if they are not transactional. This can also happen when drag and dropping the Delivery dimension to your report but in this case, the N/A value will represent transactional deliveries.