Customer Issue

The Email Open Rate in Performance Details is 0% on days when the number of Viewers is high.

Environment

• Studio | Insights – Campaign Performance

Issue Details

When viewing the Campaign Performance report for a campaign, and selecting View by: Day, a percentage for the Email Open Rate is only calculated on days when the campaign was sent, even though the report indicates employees opened the email on other days.

This is because Email Open Rate is calculated as the percentage of:

[Total Emails Opened]/[Total Emails Delivered]

If zero emails were delivered on a given day, then the Email Open Rate cannot be calculated and displays as 0%.

Resolution

To manually calculate the Email Open Rate for a given day, take the number of Viewers and divide by Emails Sent. Multiply this by 100 to get the percentage.

This resolution outlines our best-known workaround or resolution to this issue. Please check the current status of this issue on the Known Issues Tracker. (Issue ID: ME-2335)