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In my Customer Journey, why are half of my Volume KPIs stopped?

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Posted on by 36
Hi y'all, 
 
My client sends confirmation mails to their customers for when a mechanic will come by for maintenance. 

This email is installed into an easy customer journey that starts with a segment that includes criteria such as Work Order Schedule Date and Work Order Type, etc. Nothing strange. 

However, when looking at the journey, I am confronted with the following statistic: 
//
Additional information:
  • The e-mail fullfills the criteria of being Transactional. 
  • All members in the journey are allowed to receive mails.
  • The Journey is recurring, recurrence interval = 1 day, recurrence count = 3.650
  • Email schedule is active throughout the week from 7PM until 9PM.
  • Segment includes an exclusion segment for incorrect email addresses. 
Few questions came up: 

1. The segment says it only contains 43 members. How can that be correct with the abovementioned statistic? 
2. The e-mail has +900 unique opens, so how does that add up with the 10510 processed members and 43 segment members?
3. How come 53% of the total Volume KPIs have been stopped?

Hope y'all can help me. Thank you!
  • RichardV25 Profile Picture
    RichardV25 36 on at
    In my Customer Journey, why are half of my Volume KPIs stopped?
    Hi y'all,

    Anyone else have a suggestion? Need to get this fixed.

    Cheerio,

    Richard
  • RichardV25 Profile Picture
    RichardV25 36 on at
    In my Customer Journey, why are half of my Volume KPIs stopped?
    Hi Haig Liu, 

    Thanks for taking your time to answer. 

    As a reply to your question; the moment the client fills in the recurrence count with 3650, it will be automatically be changed into 3.650. The company is Dutch thus Dynamics transfers the number with a a full stop (3.650) instead of a comma (3,650). Therefore, I do not think that is the problem. 

    Regarding the journey, it is quite simple as you can see in the following image: 
     
     
    This is why, I have a hunch the problem lies in the segment, however I cannot find anything strange in the segment. The email, however, contains a lot of customised queries of which I'm not familiar with their origins. 
     
    Lastly, the contacts and segment members contain valid contact details, no double or fake accounts. 

    Do you have any idea why a journey stops in general? 

    Just to sum it up of the findings until now:
    • The email contains a lot of customised queries while generating an alert warning it is not mark as commercial even though the mail is transactional.
    • The segment contains Dynamics queries, no customised queries. 
    • The journey recurrence count is correct yet in Dutch (3.650 instead of 3,650).
    • Recurring settings are: Recurring: Yes, Recurrence count: 3650, Recurrence interval: 1, Suppression segment: ---
    • Members in the segment do not contain same or fake contact details. 
    • Receivers of the mail do not contain same or fake contact details. 
    Hope we can get to the bottom of this. Thanks! 
  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    In my Customer Journey, why are half of my Volume KPIs stopped?
    Hi partner,
    After my several tests, I recommend that you check the following directions:
    1.
    This is what confuses me,
    if you have different contacts using the same email address or contacts with the same name using different email addresses
    can cause the number of members entering the journey to not match the number in the segment.
    2.
    The Journey is recurring, recurrence interval = 1 day, recurrence count = 3.650
    The recurrence count defaults to an integer, so if I type "3.650" it automatically corrects to "4", but if I type "3,650" it will stay as it is.
    I assume that you did not use customization and entered a decimal "3.650" and the field autocorrected to "4".
    Then the journey will repeat once a day at the specified time until the journey ends at the end of four days.
    3.
    After four days of journey termination, a total of 22555 times, was stopped 11,984 times, accounting for 53.13%
     
    I hope you can give me the journey design and recurring settings so that I can do further research.
    Best Regards,
    Haig Liu

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