Symptom
When trying to segment contacts that have no interactions using the "Count of Interactions" attribute with "Equal to 0" or "Less than 1" conditions, segmentation model always show 0 contacts in the segment count.
Environment
SAP Marketing Cloud
Cause
To calculate the count of interactions, system joins the CUAND_CE_IC_ROOT(Contacts) and CUAND_CE_IA_RT(Interactions) tables. Due to the nature of the JOIN operation in SQL, it can only match entries from both tables using a key that identifies the elements and associates the entry from one table to the other. To join the contacts and interactions tables, system uses the contact key. Naturally, if a contact has no interactions, there are no records on the interactions table with their contact key, resulting in the contact not being inserted into the joint table.
The smallest number you can select with the attribute Count of Interactions is 1.
Resolution
It's possible to select contacts that have no interactions by setting up a segment with the attribute Count of Interactions and conditions "greater than 0". Then, use the Exclude option when saving the segment. The resulting segment consists of all contacts except the ones that have 1 or more interactions.
Keywords
KBA , CEC-MKT-SEG , Segmentation , CEC-MKT-DM-IC , Interaction Contact , CEC-MKT-DM-IA , Interaction , Problem