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Real Time analytics - Only displaying for originator of Journey

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Posted on by Chris1968

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Hi,

A Journey has been sent to 23 people.

When we view the Analytics for this Journey the only information displays is for the originator

The email was sent to internal and external addresses. I can confirm all internal people have clicked on the email and opened them.

It seems to be registering the number sent but not those that have opened???

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Microsoft Dynamics CRM

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Muhammad Shahzad Sh... 2,373 Most Valuable Professional on at

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If opens/clicks are not showing, but you’re sure users interacted:
Common Causes:

Email Client Blocks Tracking Pixel

Most internal email clients (e.g., Outlook with enhanced privacy) block the tracking pixel used to register opens.

Solution: Rely more on click tracking, which is more reliable.

Internal Firewalls or Email Gateways

Security software may strip tracking links or pixels before delivery.

Check if your organization’s firewall or email gateway (e.g., Mimecast, Proofpoint) modifies links or strips scripts.

Real-Time Marketing Privacy Settings

In Customer Insights - Journeys, go to Settings > Compliance > Consent settings.

Confirm open/click tracking is enabled and contacts have consented to receive tracking-enabled emails.

Test Recipients Are Not Known Contacts

If internal users are not matching known contacts in Dataverse (with correct email/consent), their engagement might not register properly.

What You Can Do:

Check if Clicks Are Logged: Go to Email Analytics > Clicks — if clicks are visible, the pixel is being blocked but links are working.

Whitelist Tracking Domain: Ask IT to allowlist the tracking domain (e.g., email.<yourdomain>.com).

Use Link Clicks as Primary Metric for internal users.

Confirm Consent Settings in RTM are properly configured (especially for external users).

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Chris1968 329 on at

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Hi,

I'm asking our provider who looks after Exchange to check the Email / Firewalls element of this.

With aspect to points 3 and 4

Point 4 - Test contacts have been confirmed that the are matching

Point 3 - Is where I'm having an issue..

This is the settings screen

Where would this setting be within these options.

When moving over from Outbound to Real time would those that have consented before still have the same status or would they need to consent again??

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Chris1968 329 on at

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Hi,

I think i know the answer but just need confirmation.

I've noticed the 'Team' have only loaded a few names into the 'Concent Centre', Active Contact Point Consents page.

Could this be the an contributing factor to why analytical information is not being seen??

Would they need to use the 'Load Consent' to export all contacts and their preferences across??

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