Opt out field in the honey comb feature on email analytics report

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Jayne OLeary
Jayne OLeary ✭
Eighth Anniversary Facilitator 1 Name Dropper Photogenic
in Blackbaud Raiser's Edge NXT®: General Discussion

Hello and if anyone has seen this recently but the opt out field with the honeycomb of the email analtyics report is functioning (maybe too good). I generally review both summary and details page and the summary like the opt out field in the honey comb have always shown no data. I would review the details page and manually make the update because that is where the data actually lives. Generally speaking our opt outs only run in the low teens or under 10. I just had an email report show 235 opt outs on a single message. This has got to be something wonky in the machine. LMK thank, JayneO in Salem

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  • JoAnn Strommen
    JoAnn Strommen ✭✭✭✭✭
    Ancient Membership Facilitator 4 Name Dropper Photogenic

    @Jayne OLeary

    I was told yesterday we had a similar issue. Sent an email and got 200 unsubscribes.

  • Adam Goede
    Adam Goede ✭
    Ninth Anniversary Name Dropper Photogenic First Reply

    @Jayne OLeary I put in a support ticket with Blackbaud this past April because we were seeing similar odd behavior. Up until a couple of years ago the e-mail message report always showed zero opt-outs, then suddenly it started showing some high numbers like in the hundreds. Below is what their support person answered. I have to admit I don't really understand it and it's not clear why this odd reporting behavior has just started more recently.

    BB rep response to my ticket:
    I want to reference this KB article on how opt outs are recorded in NetCommunity: https://kb.blackbaud.com/knowledgebase/articles/Article/50797 , starting with the paragraph under "Opt outs per message" copied below:

    Opt outs for messages show all the recipients who were opted out prior to receiving the message you're viewing. It does not show users who opted out of that specific message. Opt outs are not reflected in real time for a current message. If a recipient chooses to opt-out after received and opened the current message, it will not be reflected in the current message report, but will be displayed as opt-out in next message when the same email address is included

    So the number under Opt Outs is all the users who were on the internal opt out list at time message was sent (not opt outs from that specific message). This is for both messages using both Imported and Constituent lists.

  • Jayne OLeary
    Jayne OLeary ✭
    Eighth Anniversary Facilitator 1 Name Dropper Photogenic

    @Adam Goede its like we are sharing the same brain. this is verbatim what happened with me. After digging into it further, I learned that if your query doesn't contain the criteria “requests no email=NO” then all opt outs from that group will appear as a cumulative number. To learn if you have “real” opt outs for that particular message you will need to go to the additonal information section and go to the click report. You can then view if there were any opt outs because of the url. You can also go to Clicks in the actual 2nd row of the honeycomb. You can download the CSV or just scroll through the pages and look for the opt outs there. If you don't see any (from doing one or the other or both) then you do not have any opt outs for that particular message. Crazy amirite?!?!

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