Communication metrics
2 min read
Measure communication states, provider evidence, delivery and response conversion.
Open Insights → Performance → Communication Analytics. The report counts Communication records created in the selected scope by their current state: Pending, Queued, Sending, Sent, Delivered, Failed, Bounced, Complained, Suppressed, Cancelled, or Skipped.
Accepted means current Sent plus Delivered. Attempted means Accepted plus Failed. Provider acceptance/send success rate = Accepted ÷ Attempted. Delivery rate = Delivered ÷ Accepted. Records currently Bounced, Complained, Suppressed, Skipped or Cancelled are shown as counts but are not part of those rate denominators. A zero denominator displays 0%.
Send-to-response conversion uses distinct Invitation identities attached to current Sent/Delivered Communications: completed Responses for those Invitations ÷ those distinct Invitations. Initial and reminder stage rows show all Communications in the stage, the Sent/Delivered subset, and completed Responses linked through distinct Invitation identities.
Survey opened is not an email-open state and is not calculated on this page. It is first-open evidence on the Survey Invitation after the guest follows the Survey link. Use the Response funnel for that measure.
Delivered requires provider delivery evidence; Sent records only provider acceptance. Failed, bounced, complained and suppression evidence can arrive through provider processing. Retryable attempts can return to Queued before reaching a final current state. Average delivery time includes only records with both sent and delivered timestamps and is shown as a dash when none qualify.
Sent can exceed Delivered because acceptance does not prove delivery. Delivered can exceed Completed because a delivered message does not require the guest to submit a Survey.
Next: Delivery Activity and Response funnel.