Engagement Insights Returning Profiles Counts are Incorrect

  • Updated

Reference Number: 2150

Summary: In Engagement Insights, new customers are seeing 0 returning profiles as expected. However, when viewing details for activity types, profiles are considered as returning when they otherwise shouldn't be.


  1. View Engagement Insights for a new customer (e.g. only using Medallia Experience Orchestration for 60 days)

  2. Notice the low/zero count of returning profiles

  3. Switch to the activity types view

  4. Notice the unexpected high count of returning profiles

Expected Behaviour: Profiles are correctly determined as returning.

Actual Behaviour: Profiles are considered as returning when they otherwise should not be.

Status: Added to Backlog

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