What's considered a download?

Hi Liz Morgan 

Thanks for flagging this — I've been able to replicate the exact behavior you're describing (same result: the count/stats show a "download" for me even though I never clicked to download or played the video, just viewed the page).

I checked the public documentation and it confirms download counts exist and can be viewed/exported (Manage > Manage Gallery > Files, then select a file and click Downloads for the who/when report), but it doesn't spell out the counting methodology — there's no public statement on whether a "download" is logged per click, deduplicated per user, or whether simply opening/loading a video's page counts as a "download" versus a separate "view." For what it's worth, the Media REST API does confirm the platform tracks Views and Downloads as two distinct counters on a media item, so it's designed to treat "viewed" and "downloaded" separately — but the trigger logic for each isn't documented.

My best guess is that this may be tied to how the gallery handles video playback vs. embedded/third-party video (e.g., if this video is rendered via YouTube or another embed rather than a native upload) — it's possible what's being logged as a "download" is actually closer to a page view/impression, since simply landing on the page seems to trigger it.

I don't want to guess too confidently since I can't see the underlying tracking logic, so I'd recommend opening a support ticket with Verint so they can confirm whether this is expected behavior for that video type or a bug in the download-count logic. Hopefully someone from Verint support can jump in here too and clarify.

Will keep an eye on this thread — curious to hear if others have seen the same thing.

Hi Liz Morgan 

Thanks for flagging this — I've been able to replicate the exact behavior you're describing (same result: the count/stats show a "download" for me even though I never clicked to download or played the video, just viewed the page).

I checked the public documentation and it confirms download counts exist and can be viewed/exported (Manage > Manage Gallery > Files, then select a file and click Downloads for the who/when report), but it doesn't spell out the counting methodology — there's no public statement on whether a "download" is logged per click, deduplicated per user, or whether simply opening/loading a video's page counts as a "download" versus a separate "view." For what it's worth, the Media REST API does confirm the platform tracks Views and Downloads as two distinct counters on a media item, so it's designed to treat "viewed" and "downloaded" separately — but the trigger logic for each isn't documented.

My best guess is that this may be tied to how the gallery handles video playback vs. embedded/third-party video (e.g., if this video is rendered via YouTube or another embed rather than a native upload) — it's possible what's being logged as a "download" is actually closer to a page view/impression, since simply landing on the page seems to trigger it.

I don't want to guess too confidently since I can't see the underlying tracking logic, so I'd recommend opening a support ticket with Verint so they can confirm whether this is expected behavior for that video type or a bug in the download-count logic. Hopefully someone from Verint support can jump in here too and clarify.

Will keep an eye on this thread — curious to hear if others have seen the same thing.

Hi Sara Collins 

I'm glad it wasn't just me :) 

Your best guess sounds entirely plausible, it's just not very clear that is what's happening.

I've raised a support case (1559363) and will update this thread when I hear more.

Thanks for your reply.