Zero Click Avg and Open Avg In Reports And Contact Records - But Fine In Email Sent View

henryweismann · August 14, 2020, 4:33am

Your software
My Mautic version is: v2.16.3
My PHP version is:PHP Version 7.0.33

Your problem
My problem is: The reports are showing a 0 for average click rate and average open rate for all contacts even though I sent 8 emails having at least a 25% open rate and lots showing urls clicked in the email sent view.

These errors are showing in the log:
Today’s Mautic error log is empty. Check server error log for error messages Mautic didn’t have a chance to catch.

Steps I have tried to fix the problem:
None I don’t know where to start. Can someone reply with steps I should take to debug? I could probably figure it out but a push in the right direction would be appreciated. I can not find any recent bugs on Github about this. In the documentation I don’t see a page about debugging click and open rate issues. Maybe I missed a cron is all I can think of?

Let me know?

rcheesley · August 14, 2020, 8:16am

Can you share your report configuration please? I know we did have some bug fixes in 3.x that addressed issues with reports but it would be good to double check the configuration!

joeyk · August 15, 2020, 5:03pm

Hi, plz also check if there the tracking gif is indeed in the emails you sent.
Thx,
J

henryweismann · August 15, 2020, 8:50pm

Thanks for the reply! Here is my report settings:

Edit Report - Highly Engadged | Mautic.png

Awesome Screenshot

Its not just reports. I tried to create a segment of highly negates users using click rate and even if I set it to a low value it comes up with nothing even with a 20%+ open rate and many clicks in my last 8 newsletters.

henryweismann · August 15, 2020, 8:55pm

So I viewed the original email in GMAIL and I DO NOT see the tracking gif. I searched for “.gif” and nothing and then “src=” and checked every src and nothing. But why would I have opens showing for my campaign if it wasn’t adding the tracking pixel:

?

henryweismann · August 15, 2020, 8:59pm

So this time I checked the same email in my THUNDERBIRD client and this time I DID see the gif:

<img height=3D"1" width=3D"1" src=3D"https://readers.rebeccagrace=
allen.com/email/xxx.gif" alt=3D"" />
(changed to xxx)

Therefor I assume GMAIL strips it out.

So yes I do have the tracking pixel in the email. Thanks for the suggestion.

henryweismann · August 15, 2020, 9:19pm

Looks like the database says 0 for avg click/open rates too yet the leads table shows opens. Not sure where to check for individual click logs? See this:

Does anyone know where lead clicks or lead opens are recorded in the db? I checked the lead event log and did a group by to see the different type of object and actions and this is what I have:

henryweismann · August 15, 2020, 11:56pm

Ok so is this where I would need to debug:

github.com

mautic/mautic/blob/8cb3c509a09224fe9c71abe84faebdb69c11c934/app/bundles/PageBundle/Entity/HitRepository.php#L435


    return $stats;
}

/**
 * Get the dwell times for bunch of URLs.
 *
 * @param string $url
 *
 * @return array
 */
public function getDwellTimesForUrl($url, array $options)
{
    $q = $this->_em->getConnection()->createQueryBuilder();
    $q->from(MAUTIC_TABLE_PREFIX.'page_hits', 'ph')
        ->leftJoin('ph', MAUTIC_TABLE_PREFIX.'pages', 'p', 'ph.page_id = p.id')
        ->select('ph.id, ph.page_id, ph.date_hit, ph.date_left, ph.tracking_id, ph.page_language, p.title')
        ->orderBy('ph.date_hit', 'ASC')
        ->andWhere($q->expr()->like('ph.url', ':url'))
        ->setParameter('url', $url);

    if (isset($options['leadId']) && $options['leadId']) {

and

github.com

mautic/mautic/blob/8cb3c509a09224fe9c71abe84faebdb69c11c934/app/bundles/PageBundle/Entity/HitRepository.php#L471


    return $this->countStats($times);
}

/**
 * Count stats from hit times.
 *
 * @param array $times
 *
 * @return array
 */
public function countStats($times)
{
    return [
        'sum'     => array_sum($times),
        'min'     => count($times) ? min($times) : 0,
        'max'     => count($times) ? max($times) : 0,
        'average' => count($times) ? round(array_sum($times) / count($times)) : 0,
        'count'   => count($times),
    ];
}

henryweismann · August 16, 2020, 8:42am

Ok so I spent some time on this. This is my findings:

This file is only for page hits regarding MAUTIC page hits:

github.com

mautic/mautic/blob/8cb3c509a09224fe9c71abe84faebdb69c11c934/app/bundles/PageBundle/Entity/HitRepository.php#L435


    return $stats;
}

/**
 * Get the dwell times for bunch of URLs.
 *
 * @param string $url
 *
 * @return array
 */
public function getDwellTimesForUrl($url, array $options)
{
    $q = $this->_em->getConnection()->createQueryBuilder();
    $q->from(MAUTIC_TABLE_PREFIX.'page_hits', 'ph')
        ->leftJoin('ph', MAUTIC_TABLE_PREFIX.'pages', 'p', 'ph.page_id = p.id')
        ->select('ph.id, ph.page_id, ph.date_hit, ph.date_left, ph.tracking_id, ph.page_language, p.title')
        ->orderBy('ph.date_hit', 'ASC')
        ->andWhere($q->expr()->like('ph.url', ':url'))
        ->setParameter('url', $url);

    if (isset($options['leadId']) && $options['leadId']) {

This file is for redirect type hits:

github.com

mautic/mautic/blob/c3c42e03e0d8b4cfde99928ea0793ca32648dbfe/app/bundles/PageBundle/Entity/RedirectRepository.php

<?php

/*
 * @copyright   2014 Mautic Contributors. All rights reserved
 * @author      Mautic
 *
 * @link        http://mautic.org
 *
 * @license     GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
 */

namespace Mautic\PageBundle\Entity;

use Mautic\CoreBundle\Entity\CommonRepository;
use Mautic\EmailBundle\Entity\Email;

/**
 * Class RedirectRepository.
 */
class RedirectRepository extends CommonRepository

This file has been truncated. show original

From what I can tell Mautic does not update the average clicks when it is a redirect type action?

Is this right?

I’m not sure why because its a click and its recorded in the contact log. Also we can even figure out dwell time if this redirect lands on a site with the javascript tracking snippet.

Am I way off here or is this right?

joeyk · August 16, 2020, 7:08pm

Hi, super weird, there is no way Gmail supposed to strip it out.
They never do - however I also experience a bug with 2.16.2, my tracking gif was removed, and I could barely hacking it back again.

henryweismann · August 16, 2020, 8:31pm

Sorry I was incorrect. I checked again and I did find it in Gmail this time. Maybe the one I checked was a test? Anyway also when I opened it in Gmail it tracked my open as well but did not change my avg open rate.

henryweismann · August 17, 2020, 2:06pm

fyi i posted a bug

henryweismann · August 17, 2020, 10:19pm

I feel really dumb! These are NOT mautic fields. They are custom fields my client added.

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