Why do some Outputs have different counts than lead count in Segmentation?
Many people think that the number of leads generated in segmentation should be the same as the number of leads output within a communication. This is not always the case.Although it is common to see the counts matching, there are many different cases in which the counts are different. Some are correct CIM functionality, and just due to the configuration of the communication. Others may be caused by an issue with the customer environment or metadata mapping. Here are some cases we have seen, along with knowledge articles which have been written to deal with count issues:
The output counts seem higher then the segment counts:
The counts on the collateral assignment screen seem high, although the email notifications seem correct:
This is usually seen when a user is looking at a published communication that has run multiple times. The collateral delivered counts seen on the collateral assignement screen will display the total amount of leads delivered each collateral throughout the lifetime of the published communication. When a communication is in draft status, this value will show the delivered count for the most recent run. Please refer to Knowledge article KCS005442 for more information.
mapping/data related issues:
In some cases, a view used for supplying extract format elements contains multiple records for some or all of the leads. This will cause the output list to include multiple records for some or all of the leads. Here, an incomplete joins mapping can cause multiple records for some or all leads to be added to the output list. If the join between the master communication table and the extract format source table/view does not properly define a unique row for each lead, then extra records can be added.
Please refer to Knowledge Article KCS005443 for more information.
The output counts appear to be smaller than the segment counts:
During collateral assignment, it is possible to assign part of the segment, like some splits but not all, to collateral. It is also possible to not assign all packages created during collateral assignment to outputs. In these cases, the output count will be less than the segment counts, because not all leads are assigned to be output.
Please refer to Knowledge article KCS005444 for more information.
There are settings in the communication to limit the number of leads sent during a run, or during the lifetime of the communication. These settings are independent of the segmentation process, so leads will be removed from output after segmentation, to accomodate these settings. Please refer to Knowledge article KCS005446 for more information.
mapping/data related issues:
When tables/views used for extract format elements do not contain all possible leads to be output, any leads not in these tables/view may be excluded from the output when any of the tables/views are used in the extract format elements.
Please refer to Knowledge article KCS005448 for more information.
If extract format elements or personalization attributes are sourced from a CIM output history table, leads may be omitted due to timing of the data updates in these tables. Engineering has made improvements to alleviate many of these cases in CIM versions 18.104.22.168 and 10.0.0.0.