What's happening?
Duplicate entries are observed in the "Delivery and Interaction details" section of Customer Insights segment journeys. Specifically, the "Total opens" metric shows duplicate records for a single email open event. Additionally, the same interaction appears twice in the contact's timeline. In some cases, the "Total opens" count is registered even before the user has opened the email.
Reason:
This is confirmed by development as by-design behavior, related to bot interactions being counted in the metrics.
Resolution:
To mitigate this, enable the setting to toggle and exclude bot interactions. This action prevents bot-generated interactions from being counted, thus avoiding duplicate entries in the "Delivery and Interaction details" and the contact's timeline. For additional information on this setting, refer to Exclude bot interactions.