This article refers to the Outreach Analytics page that can be located by navigating to Journey Orchestrator > Outreach Analytics.

After your Outreach is sent, you can review the success of your communication in the Analytics page of Journey Orchestrator. Analytics provides a graphical representation of the communication made. It helps you understand the effectiveness of the email sent.

Analysis of the sent communication is based on the following parameters:

Sent: The number of emails sent by you.

Opened: The number of customers/contacts who opened your email.

Clicked: The number of customers/contacts who clicked the link present in your email. (Only the links within the email have the tracking capability (excluding the opt-out link). Opening attachments does not count toward clicks.)

Hard Bounced: The number of emails where the address is invalid / deleted / inactivated / etc.

Soft Bounced: The number of emails bounced because the recipient's inbox is full, or the exchange server is not accepting any more email due to various other reasons.*

Rejected: The email address already had a bounce. So the Email service provider is not attempting to send the email.

Delayed: The email is temporarily unable to be delivered due to a temporary glitch. This glitch could be reaching the hourly limit of emails to that domain, or something similar. This state may last for a max of 72 hours and after that the email will be marked as bounced.

Marked As Spam: The number of emails marked as spam by customers/contacts.

Unsubscribed: The number of customers who unsubscribed to your outreach. Journey Orchestrator will check to see if a contact has unsubscribed during the execution of an Outreach. For this reason, unsubscribed contacts can still appear in Power Lists, though they will not receive the email.

Note: Admins can build custom reports on Journey Orchestrator emails in the Report Builder, using the Email Logs object in MDA.

*If you are using SendGrid to send emails, it will keep trying to deliver email for 48 hours, before it reports it as a hard-bounce. Therefore, there are no soft bounces with SendGrid.

Outreach Analytics

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To view Analytics for a specific Outreach:

  1. Navigate to Journey Orchestrator > Analytics > Outreach.

  2. From the Select Outreach drop-down box, select the appropriate outreach.

  3. From the Date Range: Last drop-down box, select the appropriate value.

  4. Optionally, you can use the gear icon to perform a few operations on the chart generated.

  5. Optionally, you can change the visualization using the Select Visualization Type icon.  

Tip - You can click on an outreach and view the email address of the contacts.

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Customer Analytics

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To view Analytics for a specific Customer:

  1. Navigate to Journey Orchestrator > Analytics > Customer.

  2. If you're org is using Relationships functionality, you can choose to view Customer analytics for a specific Relationship Type. Click the Account drop-down to switch to Relationships, and then select the appropriate Relationship Type.
  3. In the Pick the customer you want to use text box, enter the appropriate customer name or search for the customer by typing the first few letters of their name and then pressing enter.

  4. From the Date Range: Last drop-down box, select the appropriate value.

  5. Optionally, you can use the gear icon to perform a few operations on the chart generated.

  6. Optionally, you can change the visualization using the Select Visualization Type icon.


Contact Analytics

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To view Analytics for a specific Contact:

  1. Navigate to Journey Orchestrator > Analytics > Contact.

  2. In the Pick the contact you want to use text box, enter the appropriate contact or search for the contact by typing the first few letters of their name and then pressing enter.

  3. From the Date Range: Last drop-down box, select the appropriate value.

  4. Optionally, you can use the gear icon to perform a few operations on the chart generated.

  5. Optionally, you can change the visualization using the Select Visualization Type icon.

Additional Outreach Analytics

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The Open Rate, Total Opens, Clicked, Bounced, and Spammed stats are also available on the Outreaches page. Open Rate = Open Emails/(Total number of successful emails sent - Bounced Emails) * 100. The Total Opens is total opens and not unique. 

Total opens can seem unexpectedly large for the following reasons:

  1. Email was forwarded to additional recipients
  2. Recipient starts a conversation by replying to that email, and then every time that thread gets opened the count is incremented 
  3. Some email clients cache your images, which could get counted as opened even though the user has not opened. (Gmail does not cache these images even though some articles assume so.)

For Version Outreaches, you can view the stats for each specific version by navigating to Journey Orchestrator > Outreaches > [click the name of an Outreach] > REPORT tab. A drop-down list is available to select a Version and view the associated Open and Click-to-Open rates. This will default to show All Versions. The following image shows the stats displayed in different sections.

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