View touchpoint summary report

The touchpoint summary reports show the performance of individual campaign touchpoints. You can view Conversion, Engagement, Disengagement, Reachability, and Inbox Deliverability reports. The availability of these reports varies based on the touchpoint's channel.

Access the touchpoint summary report

1. Go to Activation > Engage. 
2. Select the desired campaign. You can see each touchpoint with the same metrics shown at the campaign level.
3. Select a campaign touchpoint to review it and access the summary page.

Explore the data

You have various options for manipulating the data, based on what data was collected. For example, you may not see the ability to manipulate a graph because it does not accompany all touchpoint types.

You can use the following options to refine and explore the reports: 

• Switch between report types. 
• Redefine the report's reporting period. 
• Hover your cursor over the report's headers for totals and percentages. 
• Hover your cursor over the report's visualization for period-specific details. 
• Search and sort the data of the associated tables. 

Report types

The availability of each report depends on the channel used by the touchpoint. 

Conversion report

This report shows how well touchpoints converted customers. When a touchpoint sends, the report  tracks performance over a maximum of 3 days. A customer must convert within 3 days of their touchpoint interaction to display on this report.

 You can view the following metrics: 

• Sends – The number of times a message sent to customers. 
• Conversions – The number of purchases from a customer opening or clicking a message.
• Revenue – The total revenue from orders associated with conversions. Because the revenue listed in the table gives the revenue generated for each product, the revenue total of the table's rows may not equal the figure in the header. For example, discounts are applied to orders and would affect the header's figure but not the table's figure. 
• Avg Order Value – The total revenue attributed to the touchpoint divided by the number of conversions. 
• Revenue Per Send – The total revenue attributed to the touchpoint divided by the total sends. 

Engagement Report

This report allows you to review engagement with the touchpoint. 

 You can view the following metrics: 

• Sends – The number of times a message sent to customers. 
• Opens – The number of times customers opened the message.
• Open Rate – Compares the number of customers who opened the message to the number of customers who were sent the message (expressed as a percentage).
• Clicks – The number of times customers clicked on a link in the message. 
• Click Rate – Compares the number of customers who clicked a link in the message to the number of customers who were sent the message (expressed as a percentage).
• Click-to-Open Rate – Compares the number of customers who clicked a link in the message to the number of customers who opened the message (expressed as a percentage).

Disengagement Report

This report shows negative engagements with the touchpoint. A negative engagement is an action that restricts or eliminates your ability to communicate with a recipient. 

 You can view the following metrics: 

• Sends – The number of times a message sent to customers. 
• List Unsubscribes – The number of customers who unsubscribed from the mailing list associated with the campaign (only applicable to email).
• Opt-Outs – The number of customers who unsubscribed from all marketing communication on the channel being analyzed.
• Spam Reports – The number of times a customer marks a message as spam in email.

Reachability Report

This report shows how well the message reached the recipient for review. For more information on reachability, see Reachability and email status and Standard event definitions.

 You can view the following metrics: 

• Qualified – The number of times customers qualified for the campaign based on the segment, campaign constraints, and other options in the campaign Enrollment section.
• Sends – The number of times a message was sent to customers. This figure can be lower than the Qualified number when the template uses abort statements.
• Delivered – The number of messages that successfully reached the recipient.
• Aborts – The number of messages that canceled after meeting pre-configured abort statements built into the message's template.
• Hard Bounces – The number of messages that were permanently rejected.
• Soft Bounces – The number of messages that went to a valid email address but did not reach the recipient's inbox. The message drops after 72 hours of continuous delivery attempts. 

Inbox Deliverability Report

This report shows if the recipient's selected inbox provider affected the touchpoint's delivery. 

 You can view the following metrics: 

• Domain Provider – The service provider of the recipient's inbox (like Google for Gmail).
• Sends – The number of times a message was sent to customers.
• Deliverability – The percentage of total sends that reached their recipient.
• Opens – The number of times customers opened the message.
• Hard Bounces – The number of messages that were permanently rejected.
• Soft Bounces – The number of messages that went to a valid email address but did not reach the recipient's inbox. The message drops after 72 hours of continuous delivery attempts. 

A warning icon in the chart means that negative indicators (like soft or hard bounces) exceeded industry guidelines and brought the touchpoint's deliverability below a desirable threshold. Changes in your content, who you target, and how or when you send your communications affect these figures. Comparing a touchpoint that experienced no issues with a troublesome touchpoint can help you identify the likely reason(s) for the change.