Audience Insights give you metrics on how Subscribers engage with your Content across all channels.

To get to your Audience Insights, go to Insights > Audience. Then, you can choose from Metrics, Opt-Outs, and Bounced in the expanded menu.

Please Note: The metrics you are viewing on this page are based on the selected report period.

To learn more about the different actions you can perform inside Insights, check out this article.

The Audience > Metrics page provides insights on current Subscribers in your Instance. On this page, you have an option to view two different tables of information: Overview and Details.

If you go to Insights > Audience > Metrics > Overview (located above the table), you can see an overview of your Instance's Audience metrics.

The Overview tab shows you many different metrics:

  • The metrics under the News Digest header all pertain to ONLY your News Digests: Delivered, Open Rate, CTR.

  • The other metrics columns, without the News Digest header, are calculated using ALL of your Instance's channels: Engagement, Sessions, Impressions, Clicks, Click Rate, Clicks/Session.

Having both the News Digest only Insights and the all-channel Insights allows you to report on how your News Digest metrics contribute to your overall metrics from all your Instance's channels.

Please Note: When reading the table, the top row is the total metrics for all the columns. EX: If the top row for Click Rate is 15%, then the Click Rate for your Instance during the selected reporting period is 15%.

Table Columns:

  • Audience Member: The Subscriber's name and email address as entered in your Instance.

  • Engagement: This score is based on an algorithm used to quantify how much your Subscribers engage with your Content. A high score means that your Subscribers are clicking and engaging with the pieces of Content included on all your channels.

  • Delivered: The number of News Digests delivered to your Subscribers.

  • Open Rate: The rate of News Digests opened during the reporting period. This is calculated using the formula (Unique Opens / Delivers). EX. If you send 500 News Digests, and your Subscribers open 250 of them, then your open rate is 50%.

  • CTR (Click Through Rate): The rate that your Audience Members click through the News Digests that they open. This is calculated using the formula (Unique Clicks / Unique Opens). EX. If your Subscribers uniquely open 250 New Digests and click on 100 separate pieces of Content, you will have a CTR of 40%.

  • Sessions: The number of times a Subscriber opens a channel (Intranet, Mobile, Teams, or Archive). One Session is recorded each times this happens. EX. If I log into my Intranet 2 times in one day, there will be 2 Sessions recorded for that day.

  • Impressions: The number of opportunities your Subscribers had to view your Content across the reporting period. An Impression does NOT mean that the Subscriber engaged with your Content, it just means that it appeared on their screen. EX. If 10 pieces of Content appear on a Subscribers screen, they will log 10 Impressions.

  • Clicks: The number of the times Subscribers clicked on your Content in any channel. This is a good indicator of how Subscribers are engaging with your Content. EX. If a Subscriber clicks on 3 pieces of Content in their News Digest, they will record 3 Clicks.

  • Click Rate: The rate at which your Subscribers are engaging with your Content when it appears on their screen. This is calculated using the formula (Clicks / Impressions). EX. If 10 pieces of Content appear on my screen and I click on 3 of them, then my Click Rate is 30%.

  • Clicks/Session (clicks per session): The average number of times your Subscribers clicked on a piece of Content once they begin a Session. EX. Subscribers “A” and “B” log into your Intranet. Subscriber “A” clicks on 10 Stories, and Subscriber “B” clicks on 4 Stories. These Subscribers will have an average of 7 clicks per session.

Note: You can click on a Subscriber's name to get a deeper look into their metrics and see what pieces of Content they have viewed and clicked on.

If you go to Insights > Audience > Metrics > Details (located above the table), you can see channel-specific metrics on how you Audience Members engage with your Content.

It is important to note that the metrics you see under each channel header are channel-specific: News Digest, Intranet, Mobile, Teams, Archive. EX. The Insights under the Mobile header are solely taken from the Mobile App.

Please Note: When reading the table, the top row is the total metrics for all the columns. EX. If the top row for News Digest Clicks is 123, then you have a total of 123 Clicks for your News Digests during the reporting period.

Table Columns:

  • Audience Member: The Subscriber's name and email address as entered in your Instance.

  • Del. (Delivered): The number of News Digests delivered to your Subscribers.

  • U. Opens (Unique Opens): Counts ONLY the first time a Subscriber opens a piece of Content in their News Digest. EX. If I receive my News Digest and I open Content “A” 3 times and Content “B” 4 times, 2 Unique Opens will be recorded since I opened both pieces of Content.

  • Imp./Impressions: The number of opportunities your Subscribers had to view your Content across the reporting period inside the channel. An Impressions does NOT mean that the Subscriber engaged with your Content, it just means that it appeared on their screen. EX: If 10 pieces of Content appear on a Subscriber's screen, they will log 10 Impressions.

  • Clicks: The number of times Subscribers clicked on your Content inside the channel. This is a good indicator of how Subscribers are engaging with your Content. EX. If a Subscriber clicks on 3 pieces of Content in their News Digest, they will record 3 Clicks.

  • Sessions: The number of times a Subscriber opens your Intranet, Mobile App, Teams, or Content Archive. One Session is recorded each times this happens. EX. If I log into my Intranet twice for one day, then I have recorded 2 Sessions for that day.

Note: You can click on a Subscriber's name to get a deeper look into their metrics and see what pieces of Content they have viewed and clicked on.

If you go to Insights > Audience > Opt-Outs, you will see the Audience Members that unsubscribed from your Instance during the selected reporting period.

Table Columns:

  • Name: The name of the unsubscribed individual.

  • Email: The email of the unsubscribed individual.

  • Date Unsubscribed: The date the individual was unsubscribed.

  • Self Unsubscribed: This column will either show Yes or No.

    • If Self Unsubscribed is YES, this means the user unsubscribed themselves from your Instance. If an Audience Member was self unsubscribed, you do not have that ability to re-subscribe them because of the CAN-SPAM Act of 2003.

    • If Self Unsubscribed is NO, this means that the user was unsubscribed by Admin. If an Audience Member was unsubscribed by an Admin, you do have the ability to re-subscribe them to your Instance.

Note: You can click on a name in the table to open a pop-up modal with more information regarding the user's unsubscribe.

If you go to Insights > Audience > Bounced, you will see the emails in your Instance that have bounced.

Table Columns:

  • Name: The name of the bounced individual.

  • Email: The email of the bounced individual.

  • Bounce Reason: The reason your email server sent back to our system when we tried to deliver an email.

Note: You can click on a name in the table to open a pop-up modal with the Subscriber's details.

To learn more about bounced email addresses, check out this article.

Please Note: Apple released a privacy settings update. To see how this may impact your Insights, check out this article.

If you have any questions at all, don't hesitate to reach out to us at

support@cerkl.com or use the chat bot in the bottom right-hand corner of any Cerkl.com page for a quick answer.

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