Journey Analytics
Journey Analytics shows how users move through a journey, where they drop off, and which steps drive conversion.
Use it to validate journey logic, compare step performance, and optimize targeting, timing, and content.
Overview metrics
The top section summarizes overall journey performance.
Messages Sent
Shows the total number of messages sent from journey steps.
Use it to understand total communication volume.
Total Entries
Shows how many times the journey was entered.
If re-entry is allowed, the same user can contribute multiple entries.
Conversion Rate
Shows the percentage of users who entered the journey and completed the selected conversion event within the attribution window.
The conversion event is defined in Setup.
Total Converted Users
Shows the number of unique users who triggered the conversion event at least once within the journey.
This value is calculated from the same converted users data set used for the Conversion Rate metric. When conversion data is available, you can use the export action on this card to download the related converted user data.
Total Conversion Events
Shows the total number of times the conversion event was triggered within the journey.
This value may be higher than Total Converted Users if the same user triggers the conversion event more than once.
You can use the export action on the Total Conversion Events card to download event-level conversion data. The exported file includes each conversion event as a separate row, including the user’s External ID and the event timestamp.
Exporting Conversion Data
The Total Converted Users and Total Conversion Events cards include an export action when conversion data is available.
If the metric value is 0, the export action is inactive because there is no related data to export.
Formula
Conversion Rate = Converted Users / Entry User Count × 100
Converted Users: Unique users who completed the selected conversion event
Entry User Count: Unique users who entered the journey
Conversion rules
Conversion counting is user-based
A user can be counted only once per journey
A conversion is counted only if it happens within the configured attribution window
If the same user triggers the conversion event multiple times, only one valid conversion is counted
The attribution window is controlled by Stop Counting Conversion After User Exits in Setup.
Conversion examples
Conversion counted
User exits the journey at 12:00
Attribution window is 24 hours
User completes the conversion event at 18:00
This conversion is counted.
Conversion not counted
User exits the journey at 12:00
Attribution window is 24 hours
User completes the conversion event 2 days later
This conversion is not counted.
Multiple conversion events
If the same user triggers the conversion event multiple times, only the first valid conversion is counted.
Conversion after re-entry
If re-entry is allowed and the user has not converted before, a later valid conversion can still be counted.
Total Exits
Shows how many journey entries exited without conversion.
Use this metric with step analytics to identify drop-off points.
Step analytics
Step analytics show how users move through each node in the journey.
Compare step counts to see where users continue, stall, or exit.
Core step metrics
The available metrics depend on the selected step type.
Entry Count
Total number of times a step was entered.
If the same user reaches the step more than once, each entry is counted.
Entry User Count
Unique users who entered the step.
Each user is counted once for that step.
Action metrics
Additional metrics depend on the step action.
Examples:
Push: Sent, Failed, Clicked
Email: Sent, Failed, Shown, Clicked
SMS: Sent, Failed
In-App: Entry-based metrics
Custom steps: Step-specific outcome metrics
Channel-specific metrics
Mobile Push
Mobile Push steps include delivery, engagement, and platform-level breakdowns.
Entry Count
Total number of times the Mobile Push step was entered. If the user enters the same step more than once, each entry is counted separately.
Entry User Count
Number of unique users who entered the Mobile Push step. Each user is counted only once, even if they enter the step multiple times.
Sent Count
Total number of mobile push messages sent from this step.
Failed Count
Total number of mobile push messages that could not be sent successfully from this step.
Clicked Count
Total number of clicks recorded for the mobile push messages sent from this step.
Android Sent/Failed/Clicked Count
Platform-specific breakdown of sent, failed, and clicked metrics for Android devices.
iOS Sent/Failed/Clicked Count
Platform-specific breakdown of sent, failed, and clicked metrics for iOS devices.
Email
Email steps focus on delivery and engagement performance.
Entry User Count
Number of unique users who entered the Email step. Each user is counted only once, even if they reach the step multiple times.
Sent Count
Total number of email messages sent from this step.
Failed Count
Total number of email messages that could not be sent successfully from this step.
Shown Count
Total number of times the email was displayed to users after being sent from this step.
Clicked Count
Total number of clicks recorded for the email messages sent from this step.
SMS
SMS steps focus on basic delivery performance.
Entry User Count
Number of unique users who entered the SMS step. Each user is counted only once, even if they reach the step multiple times.
Sent Count
Total number of SMS messages sent from this step.
Failed Count
Total number of SMS messages that could not be sent successfully from this step.
In-App
In-App steps primarily show how many unique users reached the step.
Entry User Count
Number of unique users who entered the In-App step. Each user is counted only once, even if they reach the step multiple times.
Interpreting the results
Use overview and step-level metrics together:
A high sent count with a low clicked count may indicate low message engagement
A large drop between steps may indicate friction in timing, targeting, or content
Failed counts may point to delivery or configuration issues
High entries with low conversions may suggest the wrong audience or weak step logic
Use these signals to improve message content, branch logic, wait times, and targeting.
Viewing Campaign Reports from a Journey
For campaign components that have sent messages within a journey, you can open the related campaign report directly from the Journey flow.
A Report button is displayed next to campaign components after a send action is completed. Clicking this button redirects you to the related campaign’s detailed analytics page.
Supported campaign channels include:
Push Notification
Email
SMS
In-App
The Report button appears only for components with sent campaign data. If no message has been sent, the button is not displayed.
This helps you analyze campaign performance directly from the Journey screen and keeps journey-level and campaign-level reporting connected.
Export analytics data
You can export user-level analytics data directly from journey reports with the download icon next to supported metrics.
Use cases
Use exports for operational follow-up and deeper analysis.
Tag Assignments: Apply tags to exported users to segment and re-target them in future campaigns
Recovery Campaigns: Export users with a failed status and reach them through another channel such as email, push, SMS, or widget
Re-Engagement Campaigns: Identify inactive or dropped-off users and create personalized follow-ups
Last updated
Was this helpful?