Summary:

Currently, the analytics dashboards in Customer Insights – Journeys primarily display engagement metrics as percentages (e.g., open rate, click-through rate). To view absolute counts (e.g., number of contacts who opened an email), users must drill down into individual journeys or export data. This creates inefficiencies for marketers and analysts who need a holistic view of both percentages and actual numbers at a glance.

Problem Statement:

• The cross-journey analytics dashboard does not provide a way to see both percentages and absolute counts for KPIs in one place.
• Users must navigate to each journey’s Insights page or export data to get contact counts, which is time-consuming and disrupts workflow.
• Lack of combined visibility makes it harder to quickly assess performance and compare journeys without extra steps.

Proposed Solution:

• Add an option to toggle or display both metrics (percentages and absolute counts) on the analytics dashboard tiles and charts.
• For example:
• Email Opens: Show “Open Rate: 45% (4,500 opens)”
• Click-Through Rate: Show “CTR: 12% (1,200 clicks)”
• Include this enhancement in both cross-journey dashboards and journey-level operational analytics for consistency.

Benefits:

• Improves usability and reduces time spent drilling into individual journeys.
• Provides a clearer picture of campaign performance for decision-making.
• Aligns with common marketing analytics practices where both relative and absolute metrics are critical.

Priority:

Medium – Enhances reporting efficiency and user experience without changing underlying data models.