'Push Messages Seen' - how is this figure calculated?
When a push message is sent from the platform and is received by a user/device, the SDK will log/send an acknowledgement activity (ActionTypeCode 29) to the platform to indicate the message was received/seen.
It's worth noting, for iOS, although this activity is supported by the Plexure SDK, there are some limitations on iOS which may affect the reliability of us receiving this activity when a push notification is received, therefore it's not guaranteed we will receive an acknowledgement activity when an iOS user has received a push message. Due to this behavior, you may need to consider that when looking at the "message seen" KPI, it's likely this number does not include a portion of iOS users although the user has in fact received/seen the push notification. For more info, please see https://mobile.plexure.com/analytics/activities_list.html (see the disclaimer at the bottom of the page).
Take note of the below scenarios/behaviours when disabling and enabling push notifications on apps.
Depending on the apps, Push notifications is enabled by default for Android users i.e. when an Android user downloads/launches the app for the first time, they are not prompted to allow (or not allow) push notifications. This means, push notifications is always enabled for Android users, unless the user manually turns off push notifications via their device OS settings. Below are a couple of scenarios:
a) If a user enables push notifications, the SDK will trigger a push message received/seen activity to the platform (which is expected).
b) If a user disables push notifications via their OS settings, and a push message is sent from the platform, the push message received/seen activity is still sent to the platform even though the user has not actually received the message. So it seems, this activity is still counted.
Depending on the apps, Push notification is not enabled by default for iOS users, i.e. unlike Android, an iOS user has the option to either allow (or not allow) push notifications on the app. Below are a couple of scenarios:
a) Upon registration, if a user chooses not to allow push notifications on the app, the platform cannot send a push message to the user, therefore the push message received/seen activity is not sent to the platform (this is expected).
b) If the user then decides to enable push notifications, the user will then be able to receive push notifications + the push message seen/received activity is sent to the platform (this is expected).
c) If the user then decides to disable push notifications, it appears the push message seen/received activity is still sent, even though the user has not actually received the message. This is similar to Android as described above.