Details
-
Type:
Improvement
-
Status: Open
-
Priority:
Trivial
-
Resolution: Unresolved
-
Affects Version/s: 4.5.6
-
Fix Version/s: Unscheduled
-
Component/s: None
-
Labels:
-
Versioning Impact:Patch (backwards-compatible bug fixes)
-
Documentation Required?:User and Admin Doc
-
Funding Source:Needs Funding
Description
Problem:
This issue focuses on the terms in the Mailing Report being confusing. It is not clear what "Tracked Open" represents vs. what "Opens" and "Open Rate" represents.
Background:
After sending out a mailing with CiviMail, you can see the "Opens" and "Open Rate" for the Mailing. This is different from the "Tracked Opens." It may be useful to add some Help text to clarify the difference.
Example:
I sent out a mailing to 39 people and in the Mailing Summary report, under "Opened" it said 98 and under "Confirmed Open Rate" 251.28%. I was not sure how more people could open the email than the number I sent it to.
When I went to the Mailing Report for the same mailing, for "Tracked Opens" it had 24. When you click on the "Tracked Opens" link, it gives you 98 responses, so it doesn't match the number on the Report Screen.
The reason the Open Rate is higher is because CiviCRM Contacts who received the email opened it multiple times. Every time someone opens the email, it adds to the Open Rate hence the higher Open Rate.
The Tracked Open number counts 1 open per Contact, so 24 Contacts opened the email. It does not account for the multiple times that the email was opened by the same person.
Solution:
1. In the Mailing Summary report (Mailings > Mailing Reports > Mailing Summary), add help text to define "Opened"--"Opened refers to the number of times the email was opened. For example, one Contact can open the email multiple times causing the Opened and Opened Rate to be higher than the Delivered number.
2. In the specific report for the Mailing (Mailings > Scheduled & Sent Mailings > Select Specific Mailing), add the following help text to "Tracked Opens"--"Tracked Opens refers to how many Contacts who opened the email. Each time a Contact opens the email, it is only counted once."
3. Update the link to the "Tracked Open" to go only to the list of Contacts who opened the emails. Each Contact should only be counted once. Currently, it lists the Contact multiple times if they opened the email several times.