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Troubleshoot

Why do statistics not match?

Troubleshooting Reviewed · not yet fact-checked

In short

Why do statistics not match in Reply?

Mismatches usually come from definitions, not lost data: delivery and bounce rates divide by Total people while open and reply rates divide by Contacted, the Stats tab defaults to the last 7 days, key metrics count each prospect once, and opens rely on a tracking pixel that is off by default. Compare time filters and denominators first.

Symptom

The same metric shows different values in two places — the sequence Stats tab against a report export, Reply against your CRM, or today against yesterday. Almost always the two numbers are computed from different definitions, windows, or tracking states rather than from missing data.

Most likely causes

#CauseDetail
1Different denominatorsDelivery rate and bounce rate divide by Total people (Contacted + Out of Office + Bounced + Auto Replied); open, reply, interested, meetings, and opt-out rates divide by Contacted only — Statistics calculation
2Different time filtersThe sequence Stats tab shows the last 7 days by default; All time and custom ranges are separate views, and the total for multiple time ranges may be higher than the overall total
3Prospect counting, not email countingKey metrics are prospect metrics — multiple emails (steps) to one contact count once; a contact reached via several channels is also counted once
4Tracking is off or blockedOpen and click tracking are disabled by default per sequence; the opens tracker is a pixel, so a prospect with images disabled — or an email delivered to spam, where images are not displayed — never shows Opened
5Deletions changed the baseDeleting a contact decreases Total people; deleting a team member does not change team-report metrics; opt-out counts follow their own rules when statuses or contacts are removed
6Different email populationsDirect ("one-shot") emails are tracked in the prospect card's Emails tab, apart from sequence stats; a LinkedIn connection request without a note is not counted as contacted
7Chart date groupingOn the performance chart, Bounced and Opt out bars are grouped by the date the email was sent, not the date the bounce or opt-out happened — and both series are hidden until you click them in the legend

Diagnostic checklist

  1. Write both numbers down with their exact source view, time filter, and any owner or account filters.
  2. Align the time window: switch both views to All time, or the same custom range, before comparing — remember the Stats tab default is the last 7 days.
  3. Compare definitions in Calculations: same numerator, same denominator? Reply rate = Replies × 100 ÷ Contacted, while bounce rate = Bounced emails × 100 ÷ Total people.
  4. Check what each side counts: prospect-level key metrics against per-email or per-event counts, sequence stats against one-shot emails in the prospect card.
  5. Check tracking: are opens and clicks enabled for the sequence in question? Clicks are also not tracked for emails sent with the Send test button.
  6. Ask what changed since the older number: deleted contacts shrink Total people, and the reply rate is based on historical data and may change over time.

Resolution

Align the definitions and re-compare — in practice that resolves the gap. Pick one view per metric as the team's reference, use the same time filter on both sides, and read rates against their documented denominator. If opens look impossibly low, enable open tracking (Sequence Settings, General) and accept that pixel blocking undercounts opens regardless. If numbers differ from your CRM, check sync timing and each system's reply definition before suspecting the data — see Sync Reply with a CRM. A genuine data problem — events visibly missing after full alignment — is worth a support ticket with both views captured.

Verification

After aligning the time range, denominator, and population, recompute both numbers — they should now agree within late-arriving events. Re-check after a day boundary: counters keep updating as opens and replies arrive, and the reply rate may shift because it is based on historical data.

Prevention

Standardize which view your team quotes for each metric and annotate dashboards with the denominator (Total people or Contacted). Keep tracking settings consistent across sequences so open rates stay comparable, and avoid deleting contacts mid-analysis — the denominators move with them. The formulas live in Statistics calculation and Calculations.

FAQ

Why is my open rate low when plenty of people reply?

Two reasons: open tracking is disabled by default per sequence, and even when enabled it relies on a pixel — prospects with images disabled, or emails landing in spam where images are not displayed, never register as Opened. Opens can also over-count when a provider's email checker loads the message.

Why did Total people decrease?

Deleting a contact decreases the Total people value, which also shifts every rate that divides by it (delivery and bounce rates). Deleting a team member from team reports does not change the metrics. See Statistics calculation.

The chart shows bounces on days I did not send — why?

It does not: Bounced and Opt out bars are grouped by the date the email was sent, not the date the bounce or opt-out itself happened. Both series are hidden by default — click them in the chart legend to reveal them.

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