Statistics for an email communication

From the screen showing the project statistics, click on an email communication in the Project communications list. Detailed statistics for that communication are shown, as in the following example:

The graph shows the number of opens and clicks over time.

Below the graph, you can see the number of unsubscribes, soft bounces, hard bounces and which devices are being used to access the emails. For a full definition of soft and hard bounces, see Soft and hard bounces.

CSV file

For a more detailed analysis of the emails, click Download data. This produces a CSV file showing statistics for each recipient.

The CSV file includes the value of the unique identifier for each record. This identifier is determined when a Data Source is imported (see Unique Identifier).

The CSV file has one row for each email sent, rather than one row per recipient. This covers the situation where a single customer has multiple products, and therefore receives a number of emails relating to those products.

The CSV file includes columns called Bounce Soft, Bounce Hard and Complaint, each of which can be TRUE or FALSE depending on whether there has been a soft bounce, hard bounce or complaint for the email. The column Bounce/Complaint Details gives information on the reason for the bounce or complaint. There is also a column called Timestamp that shows the date, time and time zone of the response.

Note: It is possible for the number of unique clicks to be greater than the number of unique opens. The reason for this is that EngageOne Communicate uses invisible tracking pixels to capture email opens. Whenever a recipient opens an email with a tracking pixel, the pixel is also loaded. However, some email clients block images (including tracking pixels) from loading when a recipient opens an email. This can cause some email statistics, such as unique clicks, to be higher than the unique opens.