FAQ about Web Push Analytics

How do you calculate Click-through Rate (CTR)?

We determine the Click-Through Rate (CTR) by dividing the number of Clicks by the total number of Delivered Web Push messages. This calculation takes into account the entire user base that has the opportunity to click on your push messages. Consequently, the CTR provides a direct indication of your campaign's effectiveness. Since the user base used in the calculation consists of individuals who have viewed your messages, the click count from these users is closely connected to the content of your push messages. This correlation allows you to easily establish a relationship between your marketing strategy or content and the CTR metric of your campaigns.

Why do I see the old metrics when the start date in the date picker is earlier than June 01, 2023?

We have started to calculate metrics such as frequency capped, silent hours, unsubscribers after sending a campaign as of June, 01, 2023. However, you might still want to analyze trend changes in a previously created campaign such as a recurring push or a trigger push that has been active for months). That's why you still see the old metrics in the analytics dashboard if you pick a start date which is earlier than June 01, 2023 in the date picker. You can always set the date picker start date later than June 01, 2023 to check the new metrics.

Is the same date rule applicable to exports?

Yes, it is. For exports with a start date before June 01, 2023, you will receive an export with the old metrics. For the ones with a start date after June 01, 2023, you will receive a report with the new ones.

I pick the same date range on the Web Push Opt-in Analytics and Web Push Analytics pages. However, the unsubscription counts are different. Why?

Web Push analytics page displays the unsubscription metric campaign-based while Opt-in analytics page displays them log-based. On the Opt-in Analytics page, regardless of campaigns, you see the total count of the unique unsubscribers received within the selected time period for any campaign. On the Web Push analytics page, the campaigns are shown based on your selected date interval, and the sum of unsubscriber responses collected from the Push Service after sending these campaigns are displayed as unsubscriptions. Since the calculation here is campaign-based, unsubscribers from Architect journeys are not counted under the Dropped tab of Unsuccessful Messages chart. Furthermore, on Opt-in Analytics page, you see the unique unsubscriber number for the selected time interval; on the Web Push Analytics page there is no uniqueness (if a user opts out, opts in and opts out again in the same time; it will be reflected as 2 Unsubscriptions). Campaign based calculation here affects the time-zone mechanics for both pages as well.

Why the dropped count in the top metrics is not equal to the total of dropped in the unsuccessful messages area?

Dropped on the top metric area is calculated as the difference between the initially targeted users and push message requests sent to push service for the ones among these tokens. There are some cases where the push request is sent much later than targeting of the token such as sending the push notification after the silent hour duration is completed. Targeted metric is counted right away when the user becomes eligible for the push, but the sent metric is counted only after the silent hour is completed and push message is ready to be sent. Another case would be sending pushes with a delay. For instance, if you have a Cart Reminder campaign to be triggered after 24 hours, once the user becomes eligible to get the push we collect the Targeted metric. However, for the same user you get the sent metric after 24 hours, when you send the push.  

Therefore, the dropped count in the top metrics are (calculated as Targeted - Sent) might be slightly different than the Dropped count in the unsuccessful messages (calculated as Frequency Capped + Silent Hours + Unsubscriptions + Service Provider Errors + Internal Errors). 

What is the reason for including the offline recipients under undelivered breakdown in the trigger push?

Even though Trigger Push is triggered while the user visiting your website meets the preset rules, there are some cases where users cannot receive the push. For example, even though the user is not unsubscribed, their device or browser settings might block them from receiving the push. Or user’s device might be on Focus / Do not Disturb mode, which does not allow notifications to show up. These users are counted as Offline Recipients as well. Or, in specific cases like slow internet connection etc., delivered logs might not be sent to Insider, which is another potential reason for having Offline Recipients in Trigger campaigns.