Email Engagement Feature Not Showing Accurate Results for Opens and Clicks

What's happening?

The Email Engagement feature does not accurately reflect results for email opens and clicks, despite the actual email records indicating that the emails have been opened. This discrepancy is impacting reporting accuracy in production environments.

Reason:

False positives may occur due to spam filters and other mechanisms implemented by the organization, affecting the accuracy of email engagement counts.

Resolution:

• Be aware that email engagement counts may not always reflect exact measures of whether a recipient has read a specific message. These counts should primarily be used to determine trends rather than precise metrics.
• Verify that the Email Engagement feature is enabled and confirm that the user has the necessary permissions to access and utilize this feature.
• Refer to the Microsoft documentation Use email engagement to view message interactions | Microsoft Learn for additional guidance on the Email Engagement feature.