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Insights display incorrect data in interactions tab

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We have various customer journeys setup in Marketing App which are running continuously, but when i looked into insight - > Interactions, Email Opened for same customer displayed multiple time even though its opened once.
  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Insights display incorrect data in interactions tab

    Besides Leo's suggestion to identify precise timestamp of email opens to confirm that they are indeed distinct,

    - you may also check if your are having some glitches on the recipient side that is yielding multiple opens?

    - one easy way to check this is to review the insights for the email being used - if #opens is substantially higher than #unique opens

    pastedimage1568178460884v1.png

  • LeoAlt Profile Picture
    LeoAlt 16,331 on at
    RE: Insights display incorrect data in interactions tab

    Hi Sandeep,

    Could you share what your Marketing App version is? 

    Mine is 9.1.0000.8031.

    Your contact might had opened his/her marketing email for several times in a minute.

    991.png

    And there is a interface in Marketing developer guide which could give us details of each click for specific contact, you will see Timestamp are actually different for every retrieved records.

    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/developer/retrieve-interactions-contact

     

    Below is my retrieving code:

     

    var url = "https://org.crm.dynamics.com/api/data/v9.0/msdyncrm_LoadInteractionsPublic";

     

    var data = {

      "InteractionType": "EmailOpened",

      "ContactId": "ec595a43-a3d2-e911-a825-000d3a3b10ec"

    };

     

    var req = new XMLHttpRequest();

    req.open("POST", url, false);

    req.setRequestHeader("Accept", "application/json");

    req.setRequestHeader("Content-Type", "application/json; charset=utf-8");

    req.setRequestHeader("OData-MaxVersion", "4.0");

    req.setRequestHeader("OData-Version", "4.0");

    req.setRequestHeader("Prefer", "odata.include-annotations=*");

    req.send(JSON.stringify(data));

    if (req.readyState === 4) {

      if (req.status === 200) {

        var results = JSON.parse(req.response)["Data"];

      } else {

        console.log("err");

      }

     

    Result for all Timestamps in each interaction for specific contact: 

    (It seems that the Timezone for retrieving action is different from system time zone or customer journey time zone, but you could try open Email once for test, and there shall be just one record generated.)

    992.png

    Hope it helps.

    Best Regards,

    Leo

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