Track Email Announcement Metrics

Once you send an email announcement, you’ll get a detailed report on delivery—showing who actually received your message. This helps you confirm effectiveness and troubleshoot issues like bounces. Open rates (who engaged with the message) are coming soon, giving you even deeper insight to refine your communication strategy over time.

Building Admins can access these metrics in both an aggregated view and by drilling down to user-level detail.

Learn More:

• Sending Email Announcements (external article)

• Viewing Email Delivery and Engagement Metrics

• How to Read the Aggregate Metrics

• How to Read the User-Level Details

• Example Metrics
  

Viewing Email Delivery and Engagement Metrics

1. Navigate to the Engage module and click on the Announcements page.
2. From the Sent/Scheduled tab, click on the subject name of any sent announcement. This will open up the metrics for that specific announcement.
3. Once the metrics are open, you will see:
   • Recipients
   • Email Data
   • A preview of the email that was sent
4. To analyze any of the data further, click into an individual number. You’ll be taken to a table view of all users within that category.
5. To further analyze the data for that individual users, click on the View button. From there a right side window will open where you will see:
   • User Info
   • Send And Delivery Status

How to Read the Aggregate Metrics

Recipients

The Recipients section helps you understand who was originally selected to receive the email and how that compares to who the system actually attempted to send to.

• Selected Recipients – The number of users initially chosen for the announcement.
• Users Sent To – The number of users the system attempted to send the email to after removing excluded users.
• Excluded Users – Users automatically excluded due to:
  • Unsubscribing from announcements
  • Invalid or previously bounced addresses

Email Data

The Email Data section shows how well the email was delivered once sending began. These fields provide insight into delivery health and potential issues.

⚡  Note: If you’d like to learn more about industry benchmark metrics, reach out to your CSM. ⚡

• Delivery Rate – The percentage of attempted emails that were successfully delivered.
• Sent To – The number of emails attempted after exclusions.
• Delivered – The total number of emails that reached recipient mail servers.
• Bounces – Emails that could not be delivered, broken into the following:
  • Permanent (Hard) Bounces – Invalid or nonexistent email addresses.
  • Transient (Soft) Bounces – Temporary issues such as a full inbox, recipient email server error, or errors such as “the message was rejected by organization policy.”
  • Undetermined – Delivery failed for an unknown reason.
• Complaints – The number of recipients who marked the email as spam. Frequent complaints can negatively impact deliverability and sender reputation.

Engagement Data

⚡  Note: If you do not see Email Engagement Data on your emails, please reach out to your Customer Success Manager or to our Support Team to activate this feature. ⚡

The Engagement Data section focuses on how recipients interacted with your message after it was delivered.

• Open Rate (% Opened) – The percentage of delivered emails that were opened at least once.
• Total Opened – The total number of opens, including multiple opens by the same recipient.

How Open Rate Tracking Works
Open rate data is collected using tracking pixels embedded in the email. When a recipient opens the message and their email client loads the images, the tracking pixel signals that an open has occurred.

Gmail Warning Behavior
Gmail sometimes displays a one-time warning on the first open of an email: Images in this message are hidden. This message appears suspicious. Don’t show the images unless you trust the sender and the message.

Recipients can choose “Show Images” or “Report Spam.” Once they choose to show images, Gmail remembers the preference for that sender, and the warning does not appear again.

• This behavior has been observed mainly with Gmail and may vary slightly between desktop and mobile.
• Outlook.com and Apple Mail (iCloud) do not show this warning. 
• This warning does not affect deliverability, but it may influence open behavior or increase complaints if recipients are confused by the message.

How to Read the User-Level Details

User Data

• User – The user the email was sent to.
• Tenant – The tenant that user is part of at your building or network.
• Subscribed Status – Whether or not this user is subscribed to receive emails from you.
  • Subscribed – This user is subscribed to emails from your email address.
  • Unsubscribed – This user has chosen to unsubscribe from emails sent by your email address. Users have the ability to unsubscribe from emails by clicking “unsubscribe” at the bottom of each email. 

Send and Delivery Status

• Channel – How you sent the announcement [email (rich text), email (plain text)]
• Delivery Status – Whether or not the email was sent
  • Sent – The email was sent to the user.
  • Not Sent – The email was not sent to the user.
• Suppressed – If marked as yes, then the user had a previous email bounce or marked as spam. If yes, then the email was not attempted.
• Bounce – A bounce delivery event was received. This is a new event / the first email to bounce.
• Complaint – The user or the user's email server marked the email sent as spam. They will not be sent any emails in the future.

Example Metrics

A property team selects 445 recipients for an email announcement. Here’s how the delivery and engagement report breaks down:

• 15 are excluded
  These users didn’t receive the email because they unsubscribed, previously bounced, or were otherwise suppressed. Exclusions help protect deliverability by avoiding repeated failed sends.
• 430 emails are sent
  This is the number of actual attempts to send the announcement after exclusions.
• 99% delivery rate
  Nearly every attempted email successfully reached the recipient’s mail server. A high delivery rate indicates strong list health and good sending practices.
• 1 bounce (transient)
  • Permanent (hard) bounces likely come from an invalid or inactive email address. These contacts should be removed from your list.
  • Transient (soft) bounces may fail due to a temporary issue, such as a full inbox or server error. These can resolve automatically on future sends, but typically a change would need to be made such as: making space in their inbox or an IT department adding the sender email address to a safe list.
• 0 complaints reported
  No recipients marked the email as spam, which suggests the content and targeting were appropriate
• 424 unique users opened the email (33% open rate)
  Out of the 429 delivered emails, 142 unique users opened the message at least once. A 33% open rate shows solid engagement and provides a useful baseline for future announcements.

Troubleshooting

Email Suppressions
If a user is shows as Suppressed: That user will need to reach out to their IT department to ensure they have all emails from the cove.is domain whitelisted. Cove Support will not be able to unsuppress these users- action must be taken on the user's side. 

Open Rates

If your open rates seem lower than expected, here are a few things to check:

• Gmail Image Warning
  Recipients using Gmail may need to click “Show Images” the first time they open the message. Until they do, the open may not be tracked.

• Image Loading Disabled
  Some users or email clients block images by default, which prevents the tracking pixel from firing.

• Preloading or Multiple Opens
  Certain email clients (e.g., Apple Mail) preload images automatically, which can result in higher open counts than actual user actions.

• Audience Behavior
  Consider your subject line, timing, and audience. A lower open rate may simply reflect that recipients didn’t find the message relevant enough to open.