Reporting

EngageOne Communicate makes it easy to obtain analytics for your campaigns.

Reporting is organized in the following way:

  • All Projects - summarizes the results for all the company’s campaigns, for all the company’s projects.
  • Single Project - drill down to see the campaign results for one project.
  • Communication - a project contains email and/or SMS communications. When you drill down again, the report shows just the campaigns sent for a particular communication.
  • Campaign - one or more campaigns can be sent for each communication but at this level the focus is on the result of a single campaign.

For email communications you can view:

  • Sends
  • Opens
  • Clicks
  • Bounces
  • Unsubscribes

For SMS communications you can view:

  • Sends
  • Successful Deliveries
  • Failed Deliveries

For all campaigns, you can drill down to the individual recipient level to understand how the individual recipient interacted with your communication.

Click on Reporting and the following screen will be displayed:

This screen shows you statistics for emails and SMS messages that have been sent: how many sent, opened, bounced, etc. Scroll down for a more detailed summary.

Click Download to generate and download a CSV file with the same information. The file is named with the time and date.

You can use the All Projects dropdown to select a specific project. You can also click the calendar icon to specify a date range.

  • If you select a specific project, a further dropdown displaying All Communications is displayed. Use this to select an individual communication if required.
  • If you select a specific communication, a further dropdown displaying All Campaigns is displayed. Use this to select an individual campaign if required.

You can click on View Audience as a shortcut to Audience Analysis.

Email campaign statistics

Communicate collects data for each campaign that you send. For email campaigns it tracks the following metrics in real time.

Sent Number of emails sent. If a campaign with the same name was sent several times, this is the total number of emails sent.

This might be less than the number of recipients in the data source(s) if:

  • In a previous campaign, recipients unsubscribed from the company's emails.
  • Recipients were unsubscribed by someone in your company.
  • The address is for a domain blacklisted by your company. For example, if the domain xy.com is blacklisted, any email addresses such as someone@xy.com would be excluded.
  • Recipients are on the global unsubscribe list.
Opened (Unique) Number of people who opened your email. This counts each recipient once regardless of the number of times they open the email. This tells you the approximate number of unique individuals.
Note: Some opens may not be counted. For the email to be counted as an open, images must be enabled in the email client.
Total Opens This counts every open (not just the first one) to give the total number of opens.
Open Rate The open rate as a percentage.

Clicked (Unique) Number of email recipients who clicked at least one link inside the email (but not the unsubscribe link). This counts all the clicks made by an individual as one click regardless of whether they clicked four links or one link four times.
Total Clicks This counts all the clicks made by each recipient to give the total number of clicks.
Click Rate The click rate as a percentage.

Bounced The number of emails that could not be delivered. This includes both soft bounces (someone’s inbox is full, their server is down, or your email is larger than their provider’s size limit) and hard bounces which happen when your email address gets blocked by the recipient’s server or you are trying to send to an invalid email address. To see these, go to Audience Analysis > Unsubscribed Emails and click Global.
Unsubscribes The number of email recipients who clicked the unsubscribe link in the email, and are therefore unsubscribed from all the company's email campaigns.To see these, go to Audience Analysis > Unsubscribed Emails and click Company.

To compare sends, opens and clicks over time, use the time line. The vertical axis is the number of sends, and the horizontal axis covers the date range of the first through to the last campaign.

Tip: To hide an unwanted metric, click the rectangle shown below the time line.

SMS campaign statistics

Communicate collects data for each campaign you send. For SMS campaigns it tracks the following metrics:

Sent The number of text messages sent to the valid phone numbers in the data set.
Delivered The actual number of messages that were delivered to recipients' handsets. The message were not necessarily read.
Note: For SMS messages, there is no equivalent to the email open rate as carriers do not send this data back to the sender.
Total Deliveries Same as Delivered.
Delivery Rate Deliveries as a percentage.

Clicked (Unique) Not currently supported.
Click Rate Not currently supported.
Bounced The number of messages that could not be delivered, including messages sent to invalid phone numbers.
Note: This may be an approximate figure as not all service providers report bounces.
Unsubscribes Not currently supported.