Interpreting Job Summary Notification Emails in CI360

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Customer Intelligence 360 enables you to define a list of email recipients who are notified about task or on-premise segment executions, process completions, successes, and failures called Job Summary Notifications. These global default recipients are configured by an administrator in General Settings, but additional recipients may be added at the object level. Currently, job summary notifications are supported for direct marketing tasks, bulk or triggered email tasks, bulk mobile push notification tasks, and on-premise segments.

For all email tasks, notifications are sent to any email addresses that are configured in the task’s send agent and specified in General Settings. For bulk tasks, notification emails are sent after execution of the bulk task completes. For triggered tasks, notification emails summarize the triggered emails that were sent on the previous day for that task and are not sent if the task was not triggered.

In this post we'll look closer at the task execution summary provided in these job summary notification emails using a bulk email task as the example.

Bulk Email Task Execution Summary

Let's take a closer look at the job summary notification email for a bulk task. The top of your email (Figure 1) indicates the type of email task used, and the name of the email task being summarized. In this example, the type of task is a bulk email task and the email task being summarized is titled OLAF - (10) October 2024 Deep Dive.

Click View Details to directly access the task.

Below that is the email execution start and end date with execution start being the time at which the SAS Customer Intelligence 360 server began executing the email and the execution end being when all emails have successfully been sent, failed or skipped.

Figure 1

Select any image to see a larger version.
Mobile users: To view the images, select the "Full" version at the bottom of the page.

Email Metrics

Below that are your email metrics (Figure 2):

Email recipients in target audience refers to the total number of recipients in the bulk email target audience or segment. In this example there are 1,189 total recipients.
Email recipients processed is the number of SAS Customer Intelligence 360 recipients who have been processed and have either been completed, failed, or skipped. In this example all 1,189 recipients have been processed.

Below this is a detailed breakdown of email recipients processed.

Figure 2

Email Recipients Processed

Emails successfully sent to the mail server have been successfully sent to the recipients. In this example 1,182 recipients have successfully received this email.
Emails not successfully sent to the mail server means either the email failed to be created or did not send.
- Emails that failed to be created is rather uncommon and means some unforeseen internal issues have occurred or there are issues communicating with Sparkpost. Contact SAS Technical support if you run into this issue.
- Emails that failed to send is the number of emails that were not able to be sent, for example, because of an issue with the email address.
Email recipients that were skipped is the number of recipients who are skipped by SAS Customer Intelligence 360 due to opting out, previous hard bounces, being marked as spam, etc. In this example, 7 emails were skipped. Let's take a closer look at why.

Email Recipients Skipped

There are numerous reasons why an email may be skipped:

Invalid email address: The email address provided in the audience is not correct
Previously opted-out: The email recipient has already opted out of receiving emails from the sender
Impression limit hit: At the triggered or bulk task level, an impression limit can be set (one time or recurring) for the number of times a contact can receive that specific email. This signifies the number of times the impression limit was hit.
Previously hard bounced: An email is hard bounced when it cannot be delivered based on a permanent reason. These reasons can be that an email address may not exist, the email client has blocked delivery from the sender, or the email address is not formed correctly.
Previously marked as spam: The mail sender has already been marked as spam
Trigger criteria not met: This is specifically for targeted recipients who did not meet the trigger criteria therefore will not receive the email.
Previously processed: This will always be 0
Insufficient data: This is specific to mobile task executions and counts device IDs that do not have a token. For email tasks, "Insufficient Data" is always 0.

For more information about configuring job summary notifications please see the course titled Managing Users, Settings, Content Delivery, and REST APIs in SAS Customer Intelligence 360 available in the Customer Intelligence 360 learning subscription. You'll also find more information in the SAS Customer Intelligence 360 Administration Guide.

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