Advanced Training Manual: Reports | Page 1 of 13

Advanced Training Manual: Reports

Last Updated: November 2011

Advanced Training Manual: Reports | Page 2 of 13

Table of Contents • Introduction• Training Objective• Delivery

– Bounces – Bounces by Recipient – Resetting Bounced Recipients

• Replies Status• Pages • Advanced Drop Down Menu

– Send to More... – Executive Summary

• Working with Reports – Organizing Reports – Sharing Reports

• Activity Reports

IntroductionWelcome to the Advanced Training Manual for the Reports area of CampaignBreeze. The objective of this manual is to provide advanced training on the reporting functionality available after sending campaigns from your account.

Training ObjectiveThe Basic Training Manual covered the basic elements of reporting. This manual will focus on additional tools available to evaluate and analyze how effective your campaigns have been.

Advanced Training Manual: Reports | Page 3 of 13

Delivery

Bounces

Bounces are emails that were returned to the system because they cannot be delivered for some reason.

There are two kinds of bounces: hard bounces and soft bounces.

Hard bounces were permanently bounced back by the recipients’ mail server because of one of the following reasons:

• Invalid address• Inactive address• User not found• Invalid domain• Reason not determined • Unknown

Email addresses that hard bounce are classified as “bounced” within the Contacts area of the system and in the Reports area for the specific campaign. You will not be able to send campaigns to them again until their email address is edited or their delivery status is reset.

Soft bounces were recognized by the recipients’ mail server but bounced back to the system because of one of the following temporary reasons:

• Account inactive• Mailbox full• Server offline• Routing problem• Flagged as spam• Relay problem• Inbound quota exceeded• Authentication required• Reason not determined

Email addresses that soft bounce are not recorded as “bounced” within the Contacts area of the system. The system will automatically try to resend the campaign to them for up to 48 hours after receiving the first bounceback message, but if unsuccessful they will be recorded as a bounce in the Reports area for the specific campaign.

Advanced Training Manual: Reports | Page 4 of 13

The Bounces by Type panel displays a breakdown of the bounces for the campaign.

The table outlines several elements related to bounces:• Reason – reason the email was bounced• Type – whether the bounce was classified as a hard bounce or a soft bounce• Quantity – number of bounces recorded with a particular reason• Bounce Rate – percentage of sent mail that bounced• % of Bounces – percentage of total number of bounces recorded with a particular reason

Advanced Training Manual: Reports | Page 5 of 13

Bounces by Recipient

The Bounces by Recipient panel displays a breakdown of the recipients whose email addresses bounced.

If you need to modify an individual’s email address, click the down arrow ( ) icon next to their record, and select Edit. Once their email address has been edited, their delivery status will be automatically reset in your account so that you will be able to send to them again.

You can also select Resend to resend the campaign to an individual recipient.

Note that if you use the Perform menu to resend to all or selected bounced recipients, the campaign will be sent to all bounced recipients – both hard bounces and soft bounces.

Specific Bounceback MessagesClick on any row in the table or on the text links listed under the Reason column (e.g. “Invalid address”) to access the specific bounceback message received for an individual recipient.

After reviewing the specific bounceback message, you will be able to know which action needs to be taken to resolve the bounce.

For example, you may need to contact the recipients to obtain their updated email addresses or request that they whitelist you as a sender.

If you are unsure of what the bounceback message means, review this KnowledgeBase article for additional information.

Advanced Training Manual: Reports | Page 6 of 13

Resetting Bounced Recipients

You can reset the delivery status of bounced recipients so that you can send to them again. Resetting bounced recipients will remove the “bounced” label next to the contact records in your account.

• Reset individual contact – click the down arrow ( ) icon next to the contact’s details in a report or in the Contacts section of your account, and select Edit. When you modify their email address, their delivery status will be automatically reset. Or from the Contacts section of your account, select Reset Delivery Status if you are not modifying their email address.

• Reset group – click the down arrow ( ) icon next to the group name, and select Reset Delivery Status.

• Reset domain – click the down arrow ( ) icon next to the domain name, and select Reset Delivery Status.

Note that it is highly discouraged to repeatedly reset bounced groups, as this can lead to delivery issues. Internet Service Providers (ISPs) can interpret your continuing to send to invalid email addresses as an indication that you are a spammer, which can then lead to them blocking or dropping your email campaigns.

Advanced Training Manual: Reports | Page 7 of 13

Replies Status

The system classifies and tracks each reply to make managing replies to your campaigns easier.

By default, all replies include a line at the top that reads “Status: Not Actioned” and a text link to Update.

When you click Update, you will be taken to a window with additional options for processing the reply.

You will see the current status displayed, as well as additional text links to process the reply:

• Actioned – change the status of the reply to Actioned

• Opted Out – classify the contact as opted out within your account, and change the status of the reply to Actioned

• Bounced – classify the contact as bounced within your account, and change the status of the reply to Actioned

After you have processed the reply and clicked on one of the text links (Actioned, Opted Out or Bounced), the status will display as “Actioned” both in the individual reply window and in the list of replies.

Advanced Training Manual: Reports | Page 8 of 13

Pages

Pages reporting data will only display if your campaign is comprised of multiple pages, and those pages have been linked together before sending via links on the main page of the campaign (see the Advanced Training Manual for Campaigns for additional information on how to setup multi-page campaigns).

The Pages panel displays how many recipients have clicked on which secondary pages in the campaign.

The Pages by Recipient panel displays a comprehensive list of all links clicked in a campaign, with each recipient reflected on a single row. This allows you to identify which clicks are attributed to which recipients.

Click the Export CSV or Export XLS buttons to view the reporting data.

Advanced Training Manual: Reports | Page 9 of 13

Advanced Drop Down Menu

The Advanced drop down menu in the Reports area provides access to two key features:

• Send to More... – ability to send the campaign to additional group(s) or contact(s), while keeping the reporting consolidated within the single campaign

• Executive Report – ability to quickly create and customize a one-page snapshot of the key reporting statistics for the campaign

Send to More...

After the original send on a campaign has been completed, use this feature to send the campaign to additional group(s), shared group(s), dynamic group(s), or contacts.

Select the appropriate option from the Advanced drop down menu.

The group(s) or contact(s) the campaign has already been sent to will be indicated with a gray check mark.

Select the group(s) or contact(s) you wish to send the campaign to, and click the Send button.

Advanced Training Manual: Reports | Page 10 of 13

Executive Summary

Select Executive Summary from the Advanced drop down menu.

Select the panel(s) you wish to include in the executive summary for the campaign, and click the Create button.

In the Executive Summary window, change the headings of the panels as desired to suit your needs by clicking in the areas indicated by red dashed lines.

Click and drag the 6 dots ( ) icon to re-order panels.

Click the down arrow ( ) icon to remove panels if you no longer want them to appear in the summary report.

When you are happy with the layout and content of the Executive Summary, click the Save as PDF or Save as PNG buttons to download the report to your computer.

You can also click the Create Online Summary button to generate a URL for the report that you can share with others.

Advanced Training Manual: Reports | Page 11 of 13

Working with Reports

Organizing Reports

You can create folders to organize the reports in your account.

Click the >> or << icon to show or hide the folder list.

Click the Add Folder text link to add a new folder. Navigate to other folders by clicking the folder’s name.

Click the down arrow ( ) icon next to a folder name to access options for the folder:

• Rename – rename the folder • Sharing – share the folder with other users• Delete – delete the folder

Click and drag the 6 dots ( ) icon next to a campaign title to move the campaign to a specific folder.

Advanced Training Manual: Reports | Page 12 of 13

Sharing Reports

When you share an individual campaign or survey, or a folder of campaigns or surveys with another user, that user will be able to access the item(s) from the “Shared Campaigns” or “Shared Surveys” sub-navigation menus in their Reports.

They will be able to view all the reporting statistics for the campaign(s) or survey(s), but they will not be able to modify them in any way.

To share reports, click the down arrow ( ) icon next to a campaign or survey title or a folder of campaigns or surveys.

Select Sharing to view the options available to you for sharing reports with other users.

If you are not currently sharing the campaign/survey/folder, click the Share the Campaign (or Share the Survey or Share the Folder) text link.

Depending upon your company’s settings, you can choose to share with all individual users at your company, with all users at specific location(s) or region(s) in your company, or with all users at your company.

Select the user(s) or location(s)/region(s), and click the Add Share or Share with All button.

After you have shared the campaign/survey/folder, you can stop sharing by clicking the Delete text link after the sharing details.

Advanced Training Manual: Reports | Page 13 of 13

Activity Reports

Activity reports can be setup to keep you informed of key events and reporting statistics across the campaigns sent from your account. An email will be sent to the email address associated with your account based on the criteria you select for the activity report.

You can setup and configure activity reports in the Settings section of your account.

1. Click Settings in the upper right of your account, and go to the My Settings tab.

2. Click the Email text link, and scroll to the bottom.

3. Click the Activity Reports text link, and select On from the drop down menu.

4. Click the Update button.

5. Click the Activity Reports Settings text link to configure your activity report. Select what time of day and how often (every X days, weeks or months) your activity report should be sent. Optionally choose to limit the activity that is included in the report by identifying timeframe(s) for campaigns (e.g. campaigns sent more or less than X days, weeks or months ago). Optionally choose to send the activity report to additional email address(es). Choose to include all activities or only select activities in the activity report.

6. After your selections have been made, click the Update button.