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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Understanding the "Oth...
Customer experience | Sales, Customer Insights,...
Answered

Understanding the "Other" Category in Customer Insight Journey Tracking

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Posted on by Hafsa Arshad 6

Recently, I set up a customer insight journey for one of my clients, allowing us to track people who clicked on the links in our emails. However, there's an "Other" category showing some numbers, and I’m struggling to understand what is causing these people to fall under this label. The criteria for tracking link clicks are straightforward, with actions determined by which link they clicked on first, which makes sense. The only part I’m stuck on is the "Other" category.

Can anyone help me understand what "Other" represents and how CE determines user behavior in segment-based journeys?

Screenshot 2024-11-05 101655.png
Categories:
Dynamics 365 Customer Insights - Journeys
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  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,758 Most Valuable Professional on at
    In Customer Insights - Journeys (Real-time Marketing), the "Other" category under link clicks tracking typically represents contacts who clicked a link that was not explicitly configured as a decision branch in your journey.
    Here's what "Other" usually includes:
    • Clicks on untracked links (e.g., privacy policy, unsubscribe, logo URLs)
    • Clicks on links not mapped to specific journey branches
    • Multiple clicks where the first link was unrecognized or ambiguous
    • Links clicked after the contact already proceeded down the journey

    How CE determines this:
    • Customer Insights tracks the first qualifying link clicked based on your journey conditions.
    • If the link clicked is not associated with any decision path, the system places the contact in the "Other" bucket.

    How to reduce "Other":
    1. Ensure all important links in the email are defined as branches in your journey.
    2. Avoid unnecessary links or track them with separate logic.
    3. Review email HTML to confirm all expected links are properly tagged and not broken.
    4. Use custom event triggers or UTM parameters for enhanced granularity.

    Summary:
    The "Other" category in Customer Insights journeys represents contacts who clicked a link not associated with a defined branch. It's essential to review and explicitly map all key links in your journey logic to reduce this group.
     

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