Discrepancies between Email Performance Report and Email Insights

Version 3

    Issue Description
    Data in  Email Performance Report does not match with data in Email Insights


    Issue Resolution
    Email Insights does not update in real time and can take up to 24 hours to reflect data.


    Check if the email is an Operational email, sent via a batch campaign or Trigger campaign. In Email insights, by default, the email communications only show Batch campaign and not Operational Emails or email sent by Trigger campaign.


    To show operational email and emails sent by Trigger campaign,

    1. Click on the Gear icon on the top right corner
    2. Select Personal
    3. Check Email communication to include Operational Emails and Trigger.


    This will display the data as per your email performance report.


    If there are discrepancies even after changing the settings,  create a support ticket as a back-fill will need to be performed.


    Who This Solution Applies To

    Customers with Email Insights

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