Profile Confusion: Why Eloqua Insight Shows More Opens and Clicks Than Operational Reports

This post explains why Eloqua Operational reports and Eloqua Insight sometimes disagree on opens and clicks, using Bob as a recurring example so you can follow the problem, diagnose the problem, and take preventive actions end‑to‑end.

Use case

You send a campaign to bob@company.com. Bob opens the message on his work laptop, later opens it on his iPhone, and sometimes forwards it to a personal inbox for later reading. Eloqua Operational reports record the send and recipient‑level events for bob@company.com while Eloqua Insight captures visitor‑level sessions and can report additional unique opens or clicks tied to distinct devices or visitor signals. The mismatch appears when Eloqua Insight reflects more opens or clicks than Operational reports for the same campaign.