Customer Issue

CLICKS

Email opens counts as "clicks" in some metrics but not all. In # Unique users Clicked the Email Opens counts as a click; % Clicked only counts clicks within the email.

VIEWERS

Viewers in the top card 

shows the number of unique users who viewed the content whereas in Usage Details content card

shows the number of views the piece of content has received (filtered by View by)

Environment

• Classic Studio | Measure | Analyze | Campaign Performance
• New Studio | Insights | Campaign Performance

Issue Details

The usage details clicked percentage doesn't average out to the overall clicked percentage.

In the Usage Details table, we are not counting viewers uniquely. If a user views an email on 3 separate occasions, they are counted 3 times. If they click a link only once out of those 3 times, that is a 33% Clicked percentage for that user.

The overall Clicked percentage at the top is counting viewers uniquely. So a user viewing an email 3 times is only counted once. If they click a link only once out of those 3 times, that is still a 100% Clicked percentage as the one user clicked at least once.

Based on these definitions, it is expected that percentages will therefore be lower in Usage Details, but the labels do not give any clear indication of this.

Resolution

This issue has been raised with Product and can be viewed in the Known Issues Tracker. (Issue ID: CSUP-1675)