Troubleshooting Email Metrics

Overview

Accurate email metrics are critical for measuring campaign performance, monitoring deliverability, and improving engagement. Missing or incomplete statistics often result from provider limitations, incorrect domain setup, or disabled tracking. This guide explains how email tracking works, what affects reporting, and the steps you can take to resolve common issues.

Understanding How Emails Are Tracked

Q: Why am I not seeing email statistics in my system?
A: Email statistics may not display depending on how emails are sent and tracked. Some sending methods support only partial tracking, while others may have tracking disabled.

• Bulk Emails (Broadcasts or Mass Sends): Typically include detailed reports. If missing, the reporting section may not be configured correctly.

• Automated Emails (Workflows, Campaigns, Smartlists): May show delays in reporting or missing data if analytics setup is incomplete.

• One-to-One Emails: Direct emails may not support open/click tracking depending on provider settings.

Possible reasons for missing stats:

• Emails sent using a method that doesn’t fully track opens, clicks, or deliveries.

• Incorrect filters applied in the reporting section.

• Tracking not enabled before the email was sent.

• Email service provider does not support detailed analytics.

Issues with Email Service Provider Integrations

Q: Why are only some statistics available (e.g., no bounce or delivery reports)?
A: Different ESPs (Email Service Providers) provide different levels of reporting.

• SMTP-based services: Track only opens and clicks, no delivery or bounce data.

• Dedicated email providers (Mailgun, SendGrid, etc.): Provide full reporting, including deliveries, bounces, opens, and clicks.

Fix:

• If using SMTP, upgrade to a full-service provider for complete tracking.

• If migrating providers, send test emails to verify stats are being recorded.

Verifying Domain Configuration for Accurate Metrics

Q: How does domain setup affect email tracking?
A: Incorrect domain configuration can block tracking for opens, clicks, and bounces.

Steps to Verify:

• Check CNAME Records: Ensure tracking-related CNAMEs (link tracking, open tracking, unsubscribe management) are added.

• Check Authentication: Confirm SPF, DKIM, and DMARC are set up correctly.

• Check Webhooks: Ensure tracking webhooks are enabled in your email provider.

FAQ

Q: I’ve checked my sending method, but email stats still don’t appear. What next?
A: Confirm your provider supports detailed tracking and that emails are sent from an authenticated domain (SPF/DKIM/DMARC).

Q: Why am I not seeing delivery and bounce rates?
A: This usually happens with SMTP providers, which don’t support full delivery reporting. Consider using a dedicated provider.

Q: How can I confirm my domain is set up correctly for tracking?
A: Double-check your tracking CNAME records and run a test email to confirm opens/clicks are being captured.

Q: What should I do if opens and clicks aren’t being tracked?
A:

• Verify tracking CNAME records are present.

• Ensure your ESP supports open/click tracking.

• Contact your ESP if issues persist.

Q: Can I retrieve missing historical email statistics?
A: No. Stats cannot be recovered if tracking was disabled. Going forward, ensure tracking is enabled before sending.