> For the complete documentation index, see [llms.txt](https://user.netmera.com/netmera-user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://user.netmera.com/netmera-user-guide/omnichannel-engagement/journey-orchestration/journey-analytics.md).

# Journey analytics

Journey Analytics shows how users move through a journey, where they drop off and which steps convert.

Journey Analytics shows how users move through a journey, where they drop off, and which steps drive conversion. Use it to validate journey logic and optimize targeting, timing, and content.

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FM9LP38WiR4gbe91nT264%2FEkran%20Resmi%202026-09-24%2015.35.11.png?alt=media&amp;token=fea9ce90-2ed3-44f3-86f4-9a4234c5f459" alt=""><figcaption></figcaption></figure>

### Overview metrics <a href="#overview-metrics" id="overview-metrics"></a>

The top section summarizes overall journey performance.

<table><thead><tr><th width="214.328125">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>Messages sent</strong></td><td>Total messages sent from journey steps.</td></tr><tr><td><strong>Total entries</strong></td><td>Total journey entries. A user can contribute multiple entries when re-entry is enabled.</td></tr><tr><td><strong>Passed capping</strong></td><td>Users who passed the capping step and continued through the <strong>ON_PASSED</strong> path.</td></tr><tr><td><strong>Capped users</strong></td><td>Users blocked by the capping step who continued through the <strong>ON_CAPPED</strong> path.</td></tr><tr><td><strong>Conversion rate</strong></td><td>Percentage of entrants who completed the selected conversion event within the attribution window. Configure the event in <a href="/netmera-user-guide/omnichannel-engagement/journey-orchestration/setup.md">Setup</a>.</td></tr><tr><td><strong>Total exits</strong></td><td>Shows how many journey entries exited without conversion. Use this metric with step analytics to identify drop-off points.</td></tr><tr><td><strong>Total converted users</strong></td><td>Unique users who triggered the conversion event at least once. Export the related user data from this card when data is available.</td></tr><tr><td><strong>Total conversion events</strong></td><td>Total conversion-event triggers. This value can exceed <strong>Total Converted Users</strong> when users convert more than once. Export event-level data from this card. Each row includes the user's External ID and event timestamp.</td></tr></tbody></table>

{% hint style="info" %}

#### Exporting conversion data <a href="#exporting-conversion-data" id="exporting-conversion-data"></a>

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.
{% endhint %}

**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

{% hint style="info" %}
The attribution window is controlled by **Stop Counting Conversion After User Exits** in [Setup](https://user.netmera.com/netmera-user-guide/omnichannel-engagement/journey-orchestration/setup).
{% endhint %}

<details>

<summary>Conversion examples</summary>

#### 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.

</details>

### Step analytics <a href="#step-analytics" id="step-analytics"></a>

Step analytics show how users move through each node in the journey. Compare step counts to see where users continue, stall, or exit.

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FuruxR9ZoxuSGFnt4p09y%2FEkran%20Resmi%202026-09-24%2015.36.40.png?alt=media&amp;token=b2525a05-2f5b-4d2f-989f-3e1ecfeb7f35" alt=""><figcaption></figcaption></figure>

### Core step metrics <a href="#core-step-metrics" id="core-step-metrics"></a>

The available metrics depend on the selected step type.

<table><thead><tr><th width="175.5859375">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>Entry count</strong></td><td>Total step entries. Each entry counts when the same user reaches the step more than once.</td></tr><tr><td><strong>Entry user count</strong></td><td>Unique users who entered the step. Each user counts once per step.</td></tr></tbody></table>

**Action metrics** depend on the step action:

* **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 <a href="#channel-specific-metrics" id="channel-specific-metrics"></a>

{% tabs %}
{% tab title="Mobile push" %}
Mobile Push steps include delivery, engagement, and platform-level breakdowns.

<table><thead><tr><th width="309.6640625">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>Entry Count</strong></td><td>Total entries to the Mobile Push step.</td></tr><tr><td><strong>Entry User Count</strong></td><td>Unique users who entered the step.</td></tr><tr><td><strong>Sent Count</strong></td><td>Mobile push messages sent from the step.</td></tr><tr><td><strong>Failed Count</strong></td><td>Mobile push messages that could not be sent from the step.</td></tr><tr><td><strong>Clicked Count</strong></td><td>Clicks recorded for messages sent from the step.</td></tr><tr><td><strong>Android Sent/Failed/Clicked Count</strong></td><td>Android breakdown of sent, failed, and clicked metrics.</td></tr><tr><td><strong>iOS Sent/Failed/Clicked Count</strong></td><td>iOS breakdown of sent, failed, and clicked metrics.</td></tr></tbody></table>

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FEua62xvc3v1AlHuSYTjN%2FEkran%20Resmi%202026-09-24%2015.37.27.png?alt=media&amp;token=401b6433-8c1d-4f5c-8733-4366323af2f9" alt="" width="375"><figcaption></figcaption></figure>
{% endtab %}

{% tab title="Email" %}
Email steps show delivery and engagement performance.

<table><thead><tr><th width="181.84375">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>Entry User Count</strong></td><td>Unique users who entered the Email step.</td></tr><tr><td><strong>Sent Count</strong></td><td>Email messages sent from the step.</td></tr><tr><td><strong>Failed Count</strong></td><td>Email messages that could not be sent from the step.</td></tr><tr><td><strong>Shown Count</strong></td><td>Times the email was displayed after the step sent it.</td></tr><tr><td><strong>Clicked Count</strong></td><td>Clicks recorded for emails sent from the step.</td></tr></tbody></table>

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2Fsvq5J6q3K2dnS1FgFuRO%2FEkran%20Resmi%202026-09-24%2015.38.00.png?alt=media&amp;token=03e30425-6308-4e3f-a16c-beea0fab3309" alt="" width="374"><figcaption></figcaption></figure>
{% endtab %}

{% tab title="SMS" %}
SMS steps show basic delivery performance.

<table><thead><tr><th width="181.46875">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>Entry User Count</strong></td><td>Unique users who entered the SMS step.</td></tr><tr><td><strong>Sent Count</strong></td><td>SMS messages sent from the step.</td></tr><tr><td><strong>Failed Count</strong></td><td>SMS messages that could not be sent from the step.</td></tr></tbody></table>

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FieUSQU7MrZLrbjZUkpXR%2FEkran%20Resmi%202026-09-24%2015.38.40.png?alt=media&amp;token=55c9b20a-f1c4-4347-917a-3d98b10aed5c" alt="" width="302"><figcaption></figcaption></figure>
{% endtab %}

{% tab title="In-app" %}
In-App steps show the number of unique users who reached the step.

<table><thead><tr><th width="189.86328125">Metric</th><th>Description</th></tr></thead><tbody><tr><td><strong>Entry User Count</strong></td><td>Unique users who entered the In-App step.</td></tr></tbody></table>

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FBVi4mNw2zFQXPiBXXxWo%2FEkran%20Resmi%202026-09-24%2015.39.39.png?alt=media&amp;token=e59b4fd4-4917-4a5e-8ca4-9a5bb68a341c" alt="" width="357"><figcaption></figcaption></figure>
{% endtab %}
{% endtabs %}

### Interpreting the results <a href="#interpreting-the-results" id="interpreting-the-results"></a>

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 full campaign reports from a journey <a href="#viewing-full-campaign-reports-from-a-journey" id="viewing-full-campaign-reports-from-a-journey"></a>

For campaign components that sent messages within a journey, open the related campaign report from the journey flow.

The **Report** button appears next to a campaign component after it sends a message. Select it to open the 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.

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FVjUw7lfj6LItVxwJbftK%2FEkran%20Resmi%202026-09-24%2015.40.36.png?alt=media&amp;token=e81c25e4-971b-41b5-b110-3850b22d7dfa" alt="" width="321"><figcaption></figcaption></figure>

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FwuWwywdycRLwCQzkSoot%2Fimage.png?alt=media&amp;token=b1baab60-89fe-4def-a4c0-a1191feb16df" alt="Campaign analytics page opened from a journey"><figcaption><p>Campaign analytics page</p></figcaption></figure>

### Export analytics data <a href="#export-analytics-data" id="export-analytics-data"></a>

You can export **user-level analytics data** directly from journey reports with the download icon next to supported metrics.

{% columns %}
{% column width="50%" %}
**Export a metric**

* Select the **download icon** next to a journey analytics metric
* Choose **.csv** or **.xlsx**
* Exported files contain **user-level data** for the selected metric
  {% endcolumn %}

{% column width="50%" %}

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FqFfDSRKk0dcGURlNOhaC%2FScreenshot%202025-08-26%20at%2017.28.42.png?alt=media&amp;token=ab99c570-6b6e-434a-9a5a-569bd1f2aea0" alt="Download icon for journey analytics data"><figcaption></figcaption></figure>
{% endcolumn %}
{% endcolumns %}

<figure><img src="https://1642824329-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FX6uilbEAw42gqsudlclY%2Fuploads%2FtWHk8oeC1xVnMifQfUxu%2FEkran%20Resmi%202026-09-24%2015.41.05.png?alt=media&amp;token=a897cc1c-6113-4e53-b823-4741b38b3760" alt="" width="563"><figcaption></figcaption></figure>

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


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