Engagement program exhausted count discrepancy
Issue
Why is there a difference between the Exhausted Count displayed in an Engagement Program Stream vs. a smart list using the "member of engagement program stream is exhausted" filter?
Solution
To account for the difference in a smart list that is displaying a different number of people that have exhausted the content in a stream, in the smart list account for the other conditions the Exhausted Count uses:
- Engagement Program Cadence of "normal" - this can be included as a constraint on the "Member of Engagement Program" smart list filter
- The members were not blocked - this can be included in the smart list by using the smart list filters: member of smart list is not blocklisted, unsubscribed = false, marketing suspended = false, email address is not empty and/or email invalid is false.
- Have not exceeded the communication limit at the last nurture cast - there is no specific smart list filter for this, so it will need to be manually checked in a lead's activity log.
Root Cause
The Exhausted Count represents the latest exhausted number after the last run/cast. It has other conditions like the nurture cadence of a member should be "Normal", and the member was not blocked or have not exceeded the communication limit at the last nurture cast.
If the smart list is configured as follows, then it will display a different number as it does not account for the engagement program cadence of 'Normal' and if a member is not blocked and has not exceeded the communication limit at the last nurture cast.
#1: Member of Engagement Program is any Exhausted Content is true Program is [Program Name] Stream is [Stream Name]
Environment
- Engagement Program
- Exhausted Content
- Smart List