Why am I seeing multiple email addresses in a cell in the Individual Viewers Report?

Overview

The Individual Viewers report is designed to show you an extract for all of the email address identifications that have been collected for your videos.  

Symptom

On this report, you have seen that there are multiple email addresses that are in a single cell under the column 'Emails' 

Cause

There could be a legitimate reason for this, such as the user updating their email address between filling in two lead capture forms.

If the email addresses are clearly different and do not represent a single individual, then that's a different story. The likelihood of this scenario is that a player sharing link containing an email query string that did not belong to that individual was clicked on. 

We jokingly refer to those individuals as "Cookie Monsters". This can occur when someone is checking the sharing page links that are being sent out externally using GoVideo.

See our article for more information on Cookie Monsters and how to resolve the problem.

Solution

Once this has occurred, there's no option to remove an email address automatically. 

You can ask the individual to clean their browser cookies so that the next time they watch a Vidyard video, they will be reidentified. This will help the 'view emails' to show accurate information. 

Watch the Cookie Monster video for details on how to clear browser cookies:

The likely individual is generally (but not always) the first one that was captured in the extract (furthest left in the report's email address column).