Dynamics 365 CE: Email Engagement counts are not accurate

Quick Bite – 4

A series of 1 min. reads (or less).

Email Engagement is part of Sales Insights and it is used in the Dynamics 365 Customer Engagement to analyze emails sent to the customers and track progress (like Opened, Clicked, etc.).

These measures are useful to understand effectiveness of the correspondence with customers, however, these numbers should be taken as an approximation (instead of facts).

In other words, the actual numbers may vary. For example, a message is considered open when the recipient downloads it with images, this means, the actual number of opened emails could be larger than shown in the Email Engagement.

Here is the extract from the official docs: