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Update Engage Analytics Content (#4795)
* Update Engage Analytics Page * Add Title to Screenshot * Change Header [netlify-build] * Remove outdated paragraph [netlify-build]
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‎src/engage/analytics/index.md

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@@ -3,56 +3,78 @@ title: Analytics Overview
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plan: engage-premier
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---
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Twilio Engage provides you with analytics that give you insight into the performance of your [email and SMS campaigns](/docs/engage/campaigns/).
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Twilio Engage provides you with analytics that give you insight into the performance of your [email, SMS, and WhatsApp campaigns](/docs/engage/campaigns/).
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On this page, you'll learn how Engage calculates campaign analytics and which specific messaging events you can view.
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On this page, you'll learn how Engage calculates campaign analytics and which messaging metrics you can view.
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## Access a campaign's analytics
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You'll find a campaign's analytics within its parent Journey, using the following instructions:
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1. Within your Space, select the **Journeys** tab.
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2. From the Journeys table, select the Journey you want to view.
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3. From the Journey overview, select the email, SMS, or WhatsApp campaign you want to view.
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4. A side panel appears that displays your campaign's analytics.
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## How Engage measures campaign analytics
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Understanding when and how Engage measures campaign analytics will help you as you review your analytics reports.
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Engage begins tracking campaign performance after you send a campaign. As a result, a campaign's analytics only reflect conversions that occurred after campaign publication. For example, suppose you send an email campaign promoting a sale in your online store. If a customer purchases a qualifying product **before** receiving your campaign, their purchase would not count as a conversion.
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Campaign engagement metrics are based only on delivered campaigns. Suppose, for example, you send an email campaign to 20 email addresses but only 10 successfully deliver. Engagement metrics like opens, clicks, and conversions would display as a percentage of the 10 delivered campaigns. In this case, then, if five users opened your campaign, you'd see a 50% total opened rate in the campaign's analytics.
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### Changing a campaign's base metrics
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## Access a campaign's analytics
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Clicking on a campaign in a Journey opens a side panel that shows your campaign’s analytics. You can change both the date range and the base percentage type for any campaign.
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You'll find a campaign's analytics within its parent Journey, using the following instructions:
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![The date range picker and metric calculator dropdown in the Segment UI](../images/analytics_pickers.png "Date range picker and metric calculator")
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The date range picker initially inherits the date range set in the campaign’s parent Journey, but you can use the campaign date range picker to define a range for the specific campaign you’re viewing. Changing a campaign’s date range won’t impact the parent Journey’s date range.
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By default, Engage bases a campaign’s metrics on the number of sent messages. The **Calculate metrics using** dropdown lets you change this denominator value so that Engage bases analytics on the number of delivered messages. Changing the denominator won't impact the **Converted** metric, though, since conversions are already based on delivered messages.
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1. Within your Space, select the **Journeys** tab.
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2. From the Journeys table, select the Journey you want to view.
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3. From the Journey overview, select the email or SMS campaign you want to view.
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4. A modal pane appears that displays your campaign's analytics.
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## Email messaging events
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## Email metrics
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The following table lists the email campaign events that Engage tracks:
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The following table lists the email campaign metrics that Engage tracks:
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| Event | Description |
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| -------------- | ------------------------------------------------------------------------------------------- |
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| Sent | The number of emails campaigns that you sent. |
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| Delivered | The number of emails campaigns that were accepted by the receiving inbox server. |
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| Bounced | The number of email campaigns that bounced instead of being delivered. |
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| Total Opened | The number of times that your email campaigns were opened. |
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| Total Clicked | The number of times that recipients clicked within your email campaigns. |
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| Unique Opened | The number of unique recipients that opened your email campaigns. |
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| Unique Clicked | The number of unique recipients that clicked your email campaign. |
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| Unsubscribed | The number of campaign recipients who chose to unsubscribe from within the email campaigns. |
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| Spam Reported | The number of recipients who marked your email as spam. |
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| Converted To | The number of conversions that took place after campaign publication. |
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| Metric | Description |
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| ------------------ | -------------------------------------------------------------------------------------------------- |
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| Sent | The number of emails campaigns that you sent. |
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| Delivered | The number of emails campaigns that were accepted by the receiving inbox server. |
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| Opened | The number of times that your email campaigns were opened. |
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| Clicked | The number of times that recipients clicked within your email campaigns. |
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| Converted | The number of conversions that took place after campaign publication; based on delivered messages. |
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| Click-to-Open Rate | The number of clicks compared to the number of opens for a campaign. |
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| Bounced | The number of email campaigns that bounced instead of being delivered. |
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| Unsubscribed | The number of campaign recipients who chose to unsubscribe from within the email campaigns. |
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| Spam Reported | The number of recipients who marked your email as spam. |
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SendGrid powers Engage's email campaign event analytics. For more details on email events, view SendGrid's [Marketing Campaigns Statistics Overview](https://docs.sendgrid.com/ui/analytics-and-reporting/marketing-campaigns-stats-overview){:target="_blank"}.
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SendGrid powers Engage's email campaign event analytics. For more details on email metrics, view SendGrid's [Marketing Campaigns Statistics Overview](https://docs.sendgrid.com/ui/analytics-and-reporting/marketing-campaigns-stats-overview){:target="_blank"}.
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## SMS messaging events
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## SMS metrics
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The following table lists the SMS campaign events that Engage tracks:
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The following table lists the SMS campaign metrics that Engage tracks:
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| Event | Description |
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| Metric | Description |
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| ----------- | --------------------------------------------------------------------- |
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| Queued | The number of SMS campaigns queued for delivery, but not yet sent. |
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| Sent | The number of SMS campaigns that you sent. |
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| Delivered | The number of SMS campaigns that were accepted by the user's carrier. |
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| Queued | The number of SMS campaigns queued for delivery, but not yet sent. |
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| Undelivered | The number of undelivered SMS campaigns. |
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| Failed | The number of SMS campaigns that didn't send. |
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## WhatsApp metrics
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The following table lists the WhatsApp campaign metrics that Engage tracks:
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| Metric | Description |
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| ----------- | ----------------------------------------------------------------------------------------- |
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| Queued | The number of WhatsApp campaigns queued for delivery, but not yet sent. |
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| Sent | The number of WhatsApp campaigns that you sent. |
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| Delivered | The number of WhatsApp campaigns delivered to the user's device. |
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| Opened | The number of opened WhatsApp campaigns, based on users who have turned on read receipts. |
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| Undelivered | The number of undelivered WhatsApp campaigns. |
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| Failed | The number of WhatsApp campaigns that didn't send. |

‎src/engage/images/analytics_pickers.png

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