Table of Contents
Interactive Charts and Controls
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The Engagement and Deliverability dashboard focuses on Email/SMS deliverability and tracks key metrics across journeys and workflows. The metrics measured and displayed on the dashboard help analyze how well email and SMS communications are reaching the audience and their effectiveness.
The Engagement and Deliverability dashboard is available under Analytics > Journeys and Analytics > Workflows section, as shown below:
Below is a breakdown of the three main tabs and functionalities available on the dashboard:
Overview tab
The Overview tab displays the following metrics:
- People Reached: This tile displays the number of unique individuals reached via automation (across candidates, client contacts, or internal employees).
- Unsubscribed: This tile displays the number of unique individuals who unsubscribed and the unsubscribe rate in percentage.
- Spam Reports: This tile displays the count of unique individuals who reported content as spam and the spam rate in percentage.
Journeys
Workflows
Email tab
The Email tab displays the following metrics:
- Sent: This tile displays the total number of emails sent.
- Delivered: Total emails delivered, with a delivery rate displayed in percentage.
- Opened: Total emails opened with the open rate displayed in percentage.
- Clicked: Total clicks on email links with a click rate displayed in percentage.
- Bounced: Total emails bounced with a bounce rate displayed in percentage.
- Skipped: Total emails skipped.
Journeys
Workflows
SMS tab
The SMS tab displays the following metrics:
- Sent: Total SMS sent.
- Delivered: Total SMS delivered, with a delivery rate in percentage.
- Bounced: Total SMS bounced, with a bounce rate in percentage.
- Skipped: Total SMS skipped.
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Replies: Total number of replies received to the SMS, with reply rate in percentage.
Note: This column includes a View button for each entry. Clicking the button opens the corresponding SMS conversation, allowing you to quickly review candidate responses without leaving the dashboard.
Only replies to the last SMS sent from the system are displayed. The entire SMS conversation thread is not shown. This focuses on responses to the most recent system-initiated message.
Reply Count Logic
When you see a reply count (e.g., “5 replies”) on a tile or at the touchpoint level, it represents the number of unique recipients who responded, not the total number of messages sent.
Example: If 10 recipients get an SMS and 5 of them reply (regardless of how many messages they send), the count will show “5 replies.”
Visibility of SMS Replies
- SMS replies are only visible at the recipient level within a touchpoint.
- You won’t see an "SMS reply" column in the overall Journeys view or at the touchpoint summary level.
- To view replies, go to:
→ Journey → Touchpoint → Recipient-level table
Export Behavior
When exporting, each individual reply message appears as a separate row in the CSV.
The SMS Replies column will display N/A for touchpoints that are of type SMS + Chatbot, as reply tracking is not supported for these touchpoints.
Example: If 5 users reply with 10 messages each, the export will contain 50 rows (5 users × 10 replies each).
Journeys
Workflows
Interactive Charts and Controls
The interactive charts allow you to click on a chart and explore more data. You can add the following filters to make the chart more detailed:
- Absolute Numbers: Displays raw data for the selected metrics.
- Conversion Rates: Shows open rate, click rate, and bounce rate data.
- Frequency: The drop-down menu allows you to choose whether to display the data weekly (the default), monthly, or daily.
- Channels: Displays data from all or different channels like email and SMS.
Download Charts
You can download the chart in JPEG, PNG, or PDF format from the three-dot menu.
Time filter
The time filter allows you to narrow down your data by selecting a specific time range. You can choose from various preset time frames or use the Custom Time option to select specific dates from the calendar.
Entity Filters
You can filter/ search for the journey or workflow, respectively, by choosing the type of entity, attributes, and values. This data is filtered based on the ATS entity and its selected values. If you want to view email performance specifically for placed candidates with an active journey or workflow status, you can apply the filters as shown below:
Note: For Workflows, the entity filters will work only based on the recipient entity.
Save Dashboard
You can save filter configurations for reuse by clicking the Save Dashboard button.
- Click the Save Dashboard button.
- Type the name of the dashboard.
- To make it a default dashboard, enable the toggle button.
- Click the Save Changes button.
All the saved dashboards can be reused and will appear as shown below. You can edit the name by clicking the edit button.
Data Table
The data table shows all email and SMS journeys and workflows, respectively. From the Search box, you can search for a specific journey or workflow to view its metrics.
Journeys
Workflows
Data related to email or SMS will be displayed, depending on the selected tab.
Additionally, you can customize the columns displayed in the data table. The column selection will be saved and persist when you revisit the page.
Follow these steps to customize your view:
- Click the
icon.
- Select the columns you want or uncheck the columns you don’t want.
- Click Save to apply your changes. This process is the same for both journeys and workflows.
Sort Data Table
The table is sorted by workflow creation date in descending order. You can modify the sorting as needed for analysis.
Export Report
You can download the data table, including the selected columns, by clicking on the download icon.
The features mentioned above apply to both journeys and workflows. Now, let's look at the unique features of each:
Journeys
Filters
You can filter the data based on the below parameters:
- Select Business Goal: Select the business goal.
- Select Category: Select the category of the workflows.
- Select Recipient Type: Choose between Candidate, Client Contact, and Internal Employee.
- Select Lifecycle Stage: Select the lifecycle stage.
-
Select Journey Status:
- Inactive
- Active (default)
Journeys Data Table
The table displays the following metrics columns:
Default Columns:
- Journey Name: A link to the respective journey for identification.
- People Reached: Number of people reached by the journey.
- Unsubscribed: Count of people who unsubscribed.
- Spam Reports (Emails only): Count of people who reported the communication as spam.
- Sent: The total number of messages sent.
Additional Columns:
- Journey Status
- Delivered
- Delivered Rate
- Opened (Emails only)
- Opened Rate
- Skipped
- Bounced
- Bounced Rate
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Unsubscribed Rate
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Workflow Status
-
Opened Rate
-
Spam Rate
- Replies (SMS only)
Specific Journey
At the specific journey level, all metrics related to a selected journey are displayed. Clicking on a specific journey will navigate you to its detailed metrics.
The metric tiles and trend charts will show the same types of metrics as in the Overview, Email, and SMS tabs, but their values will vary depending on the workflow.
You can apply only the Touchpoint filter on this page, as all other filters are locked.
The table displays the following metrics columns:
Default Columns:
- Touchpoint Name
- People Reached
- Unsubscribed
- Spam Reports
Additional Columns:
- Touchpoint Type
- Sent
- Delivered
- Delivered Rate
- Opened
- Opened Rate
- Skipped
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Unsubscribed Rate
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Workflow Status
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Spam Rate
- Replies (SMS only)
Touchpoint Level Metrics
When you open a specific journey, the Overview tab displays the following metrics:
- People Reached
- Unsubscribed
- Spam
The data table displays touchpoint-level metrics such as:
- People Name
- Phone number
- Status
- Entity Type
- Bounced Reason
- Skip Reason
- Time Bounced
- Time Sent
- Time Delivered
- Time Clicked
- Flagged
- Time Replied
- SMS Reply
The search field allows you to search for a specific touchpoint. When clicked, the touchpoint will take you to the People page, from where you can see candidate information.
All the filter options are locked on this page.
Touchpoint-Level Data Export
You can now view and export aggregated touchpoint-level data in a single file, with dashboard filters automatically applied. You can refer to this guide for more details.
Workflows
Filters
You can filter the data based on the below parameters:
- Select Category: Select the category of the workflows.
- Select Recipient Type: Choose between Candidate, Client Contact, and Internal Employee.
-
Select Workflow Status:
- Inactive
- Active (default)
Workflows Data Table
The table displays the following metrics columns:
Default Columns:
- Workflow Name: A link to the respective workflow for identification.
- People Reached: Number of people reached by the workflow.
- Unsubscribed: Count of people who unsubscribed.
- Spam Reports: Count of people who reported the communication as spam.
- Workflow Status: Status of the workflow if it’s active or inactive.
Additional Columns:
- Bounced
- Bounced Rate
- Delivered
- Delivered Rate
- Sent
- Skipped
- Unsubscribed Rate
- Clicked
- Clicked Rate
- Spam Rate
- Spam Reports
Specific Workflows
At the specific workflow level, all metrics related to a selected workflow are displayed. Clicking on a specific workflow will navigate you to its detailed metrics.
The metric tiles and trend charts will show the same types of metrics as in the Overview, Email, and SMS tabs, but their values will vary depending on the workflow.
You can apply only the Node filter on this page, as all other filters are locked.
The table displays the following metrics columns:
Default Columns:
- Node Name
- Node Type
- People Reached
- Unsubscribed
- Spam Reports
Additional Columns:
- Bounced
- Bounced Rate
- Delivered
- Delivered Rate
- Sent
- Skipped
- Unsubscribed Rate
- Clicked
- Clicked Rate
- Spam Rate
- Spam Reports
Note: The journey name cannot be unselected from the table.
Node Level Metrics
When you open a specific workflow, the Overview tab displays the following metrics:
- People Reached
- Unsubscribed
- Spam
The data table displays node-level metrics such as:
- Bounced Reason
- Status
- Entity Type
- Name
- Phone Number
- Recipient ID
- Skip Reason
- Time Bounced
- Time Sent
- Time Delivered
- Time Replied
- Time Clicked
The search field allows you to search for a specific node. When clicked, the node will take you to the People page, from where you can see candidate information.
All the filter options are locked on this page.
Notes:
- Dropped events are mapped as Skipped.
- If delivery and bounce times are not set in the system, the message is marked as Sent.
- Skipped Reason messages will display a reason.
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Note: Data older than 24 months will not be available on the UI. You will have to make a custom request by contacting Sense SPOC.