Overall journey statistics

The Journey statistics section provides key performance data and insights for your Customer Journey campaigns. Use this section to track user engagement, goal completion, message delivery, and drop-off rates over time.

This section includes the following analytics dashboards:

• Performance: Shows the performance of each goal, including conversion counts and rates.

• Audience: Displays the number of users currently in the journey and those who have exited.

• Communications: Breaks down messages sent by channel, such as Push, Email, SMS, In-app, WhatsApp, Kakao, Telegram, Viber, and Facebook Messenger.

• Campaign health: A high-level summary of campaign activity, including total entrances, goals achieved, and drop-offs.

To view detailed stats for any dashboard, click a section name in the left panel.

You can also view the number of conversion goals configured for your campaign. To see detailed information about each goal, click Settings and select Conversion goals.

Select a time period

Use the Period filter at the top of the dashboard to analyze data for a specific time range.

By default, the dashboard displays overall statistics from the campaign launch to the present. To view data for a different timeframe, click the dropdown and choose from predefined options (e.g., Today, Yesterday, 7 Days, 30 Days), or set a custom date range.

Manage campaign status

Use the Campaign status dropdown in the upper-right corner to manage the campaign. Available options include:

• Pause to edit

• Clone

• Rename

• Stop campaign. You can restore a stopped campaign later to resume editing.

Performance

The Performance section shows how effectively your campaign achieves its goals. It helps you evaluate campaign success and identify areas for improvement.

Each goal is displayed with two key metrics:

• Conversion rate (%): The percentage of users who achieved the goal relative to total campaign entrances.

• Count: The total number of users who completed the goal.

When you click the Performance section name in the left panel, the Conversion Goals window opens. This view provides detailed information about all goals configured for your journey, including their performance metrics and any defined conditions.

In this window, you can:

• Review conversion data for each goal.
• View goal conditions.
• See the conversion period, which shows how long conversions are tracked after a user exits the goal point (for example, 30 days after exit).
• To save goal statistics, click Download CSV beside any goal to export its data as a CSV file.

Tip

• Define clear and measurable goals in your campaign to track important outcomes such as logins, signups, or payments.

• Use the CSV download feature to save performance data, compare campaign results, or share insights with your team.

Audience

The Audience dashboard provides detailed information on how users interact with your campaign. It tracks user activity across the journey, including entries, exits, errors, and individual user statuses.

The dashboard includes the following key metrics:

Entrances	Total number of users who entered the campaign during the selected time period, including repeat entries.
In journey now	Number of users currently active in the journey.
Exits	Number of users who have completed or exited the journey.
Internal errors	User drop-offs from the journey caused by technical issues.
Sending errors	Delivery failures caused by technical problems such as an uninstalled app, invalid email/phone, or a blocked gateway.

If a branch has no outgoing connection and ends without an Exit element, users who reach its end count toward Exits, not toward the error rows.

The user list below displays individual journey records, helping you monitor specific cases and troubleshoot issues:

User ID / HWID	A unique identifier for each user. Use the search bar to find a specific user by HWID or User ID.
Status	Indicates the user’s current state in the journey (e.g., In Progress, Exited, Dropped off).
Last step	Shows the last completed step or the point where the user exited the journey. If a user exited due to a cancel event, the column displays “Exit by Cancel event: [event name]” (e.g., “Exit by Cancel event: Cart Cleaned”).

Click Export CSV to download the full list of user records and their statuses for further analysis.

Communications

The Communications section provides detailed insights into how each messaging channel performs in your campaign. It helps you evaluate message delivery, engagement, and potential delivery issues so that you can optimize your communication strategy.

To open this view, click the Communications section name in the left panel. This opens the Communications statistics window where you can see how your messages are performing.

If your campaign includes multiple channels, separate tabs will be shown at the top of the window. Select a tab to switch between channels and review the metrics for each one.

Tip

To export communication statistics, click Export statistics in the header of the Communications statistics window.

Metrics by channel

The metrics displayed in the Communications statistics window depend on the channel. Each channel tracks the statistics that are most relevant for that message type.

Push, in-app, and email

Push notifications

Metric	What it measures
Sent	Total number of push notifications sent, including failed sending attempts.
Recipients	Push notifications Pushwoosh successfully sent out — Sent minus failed sends (for example, devices without a valid push token). Each user may have multiple devices, and each device counts as a separate recipient.
Opened	Number of unique message opens, shown as a percentage of Recipients. Open rate = opens ÷ Recipients × 100%
Delivery issues	Number of messages that could not be delivered, shown as a percentage of users who entered any push step in the journey.

In-apps

Metric	What it measures
Impressions	Number of times in-app messages were displayed to users.
Interactions	Number of user interactions with in-app messages, shown as a percentage of Impressions. Interaction rate = Interactions ÷ Impressions × 100%
Delivery issues	Number of messages that could not be delivered, shown as a percentage of users who entered any in-app step in the journey.

Emails

Metric	What it measures
Delivered	Total number of successful email deliveries, including repeated deliveries to the same recipient. Delivery rate = Delivered ÷ recipients × 100%
Unique delivered	Number of unique users who had at least one message successfully delivered, shown as a count and as a percentage of recipients. Unique delivery rate = unique deliveries ÷ recipients × 100%
Sent	Total number of emails sent, including failed sending attempts.
Opened unique	Number of unique recipients who opened the message at least once, shown as a percentage of recipients. Unique open rate = unique opens ÷ recipients × 100%
Clicked	Number of recipients who clicked any link in the email, shown as a percentage of recipients. Click rate = link clicks ÷ recipients × 100%
Unsubscribed	Number of recipients who unsubscribed, shown as a percentage of recipients. Unsubscribe rate = unsubscribes ÷ recipients × 100%
Hard bounce	Number of emails not delivered due to permanent issues (e.g., invalid address), shown as a percentage of recipients. Hard bounce rate = hard bounces ÷ recipients × 100%
Soft bounce	Number of emails not delivered due to temporary issues (e.g., full inbox or server error), shown as a percentage of recipients. Soft bounce rate = soft bounces ÷ recipients × 100%
Complaints	Number of recipients who marked the email as spam, shown as a percentage of recipients. Complaint rate = spam reports ÷ recipients × 100%
Delivery issues	Number of messages that could not be delivered, shown as a percentage of users who entered any email step in the journey.

SMS and messengers

WhatsApp

Metric	What it measures
Sent	Total number of WhatsApp messages sent, including failed sending attempts.
Delivered	Number of messages successfully delivered, shown as a percentage of recipients — WhatsApp messages successfully sent out (Sent minus failed sends). Delivery rate = Delivered ÷ recipients × 100%
Read	Number of messages read by users, shown as a percentage of recipients. Read rate = Read ÷ recipients × 100%
Delivery issues	Number of messages that could not be delivered, shown as a percentage of users who entered any WhatsApp step in the journey.

SMS and other messengers

SMS, Kakao, Telegram, Viber, and Facebook Messenger show the same metrics. Each channel has its own tab in the Communications statistics window.

Metric	What it measures
Sent	Total number of messages sent in the channel, including failed sending attempts.
Delivered	Number of messages successfully delivered, shown as a percentage of Sent. Delivery rate = Delivered ÷ Sent × 100%
Delivery issues	Number of messages that could not be delivered, shown as a percentage of users who entered any step of that channel in the journey.

Below the channel metrics, each channel’s statistics include a Frequency capping row. It shows how frequency capping affected this journey’s messages over the selected period:

• Suppressions: the number of messages that were not sent because the recipient had already reached their frequency capping limit.
• Affected users: the number of unique users who had at least one message suppressed by frequency capping.

The Performance chart visualizes message activity over time, helping you identify engagement trends and delivery patterns.

Message-level statistics

The Messages section below the Performance chart lists all communication steps for the selected communication channel. Use this table to compare how individual messages within this channel perform and to understand how each message contributes to your campaign goals. The Kakao, Telegram, Viber, and Facebook Messenger tabs don’t have this table.

At the top of the table, select a conversion goal to see how each message influences that specific goal. To download all message-level data, click Export channel statistics to export a CSV file for analysis or reporting.

Tip

Click any message in the table to open a detailed view with full statistics for that message.

For each message, the table displays:

• Sent: The total number of messages sent.

• Opened: The percentage and number of users who opened the message.

• Clicked: The percentage and number of users who clicked on links.

• Goal conversion: The percentage and number of users who completed the selected conversion goal after interacting with the message.

To export data for an individual message, click the three dots menu next to the message name and choose one of the following options:

• Export point statistics: Downloads detailed performance metrics for that message.

• Export point users: Downloads a list of users who interacted with that message.

Tip

To view link-level statistics for an email message, click Click to expand link performance under any message. This will expand the message row and show detailed data for every link and link variant included in the email. Link-level statistics are available only for email messages.

Delivery issues

The Delivery issues section provides a detailed breakdown of failed or skipped message deliveries. It helps you identify and address common issues that may prevent messages from reaching users.

Each issue includes a count, rate, and reason, giving you transparency into delivery reliability.

Events brought by journey messages

The Events block under the channel tabs shows which custom events users sent after clicking this journey’s messages, and which steps brought them. It fills in only if your app or website sends events to Pushwoosh.

Each event goes to the message the user last clicked within the 72 hours before the event. A click depends on the channel:

• Push and web push: a tap that opens the notification
• App Inbox: opening the message
• Email: a click on a link, except the unsubscribe link. Opening the email doesn’t count.
• WhatsApp: reading the message

SMS has no clicks, so SMS steps bring no events. Clicks on all messages of the same app count, including messages outside this journey, so an event goes to whichever message the user clicked last. One event goes to one message only, and clicks older than 72 hours don’t count.

The block shows these columns:

Column	What it shows
Event name	The event name. Events set as conversion goals are pinned on top with a Goal badge, even when no user sent them yet.
Events	How many events went to the journey’s messages in the selected period.
Users	How many distinct users sent the event, matched by User ID.
% of recipients	Users as a share of the journey’s recipients across all channels.

The line above the table shows the period the block covers. It follows the Period filter of the statistics page and filters the events, not the clicks. A click before the start of the period still counts for an event inside the period.

To work with the block:

1. To see which steps brought an event, click its row. The row expands into the journey steps whose message the user clicked last, with Events and Users for each step. A step removed from the journey shows as Deleted step.
2. To find an event, type its name in Search event.
3. To download the table as CSV, click Export events. The file includes each event’s breakdown by step.

Note

Goal rows here count events by last click. The goal numbers in Performance use the journey’s own conversion goal attribution, so the two can differ.

Campaign health

The Campaign health dashboard provides a high-level summary of your campaign’s performance, helping you quickly evaluate user engagement, message delivery, and goal progression.

It includes the following key metrics:

Entrances	Total number of users who entered the campaign during the selected time period, including repeat entries.
Messages sent	Total number of messages sent within the journey.
Messages opened	The number and percentage of messages that were opened by users.
Drop-offs	The number of users removed from the campaign due to internal issues.

The charts below help visualize key trends and behaviors throughout the campaign duration:

• Entrances over time Displays the number of users entering the campaign each day.

• Messages sent over time Shows daily message delivery volume across different channels.

• Drop-offs over time Tracks when and why users exited the campaign, categorized by:

  • Internal errors: Issues related to system logic or conditions.

  • Sending errors: Failures related to message delivery.

• Goals achieved over time Displays how many users completed campaign goals during the selected time range.

If the journey has one or more Holdout Split points, a Goal uplift vs holdout report appears below the charts, one for each point. It compares goal conversion between users who continued through the journey and users held out at that point.

Export campaign statistics

Pushwoosh allows you to export comprehensive campaign statistics for a selected date range in CSV format. This provides detailed insights into your campaign’s performance, helping you analyze key metrics and optimize future campaigns.

Depending on your needs, you can export data for a single journey, multiple journeys with different statuses or categories, or even all journeys at once.

To export campaign statistics:

1. Navigate to the Campaigns list.
2. Locate the desired campaign or use filters to narrow down your journeys based on status, category, or other criteria. The exported CSV file will reflect these filters. Then, click Export statistics.

To export statistics for all your journeys, simply click Export statistics.

3. Select the date range for which you want to export the data and click Export.

Note

Pushwoosh stores journey data indefinitely, allowing you to access and export data for journeys that occurred even years ago. However, to keep file sizes manageable, you can only export a maximum of 31 days of data per CSV file.

4. Once the file is ready, click Download CSV.

Information included in the CSV export

The CSV will contain the following information:

• Title: Name of the campaign or journey.
• Status: Current status of the journey (e.g., finished, active).
• Created: The date and time when the journey was created.
• Category: The category of the campaign (e.g., Black Friday promo, Coffee promo).
• Type: The type of journey (e.g., AudienceBased, TriggerBased).
• UUID: A unique identifier for the journey.
• Total Reach: Total number of users targeted by the journey.
• Unique Users: Number of unique users who received messages in the journey.
• Users Inside: Number of users still active within the journey.
• Drop-off: Number of users who exited or dropped off from the journey.
• Total Sends: Total number of messages sent across all channels (push, email, SMS, etc.).
• Avg CTR: Average click-through rate across all message types.
• Goals: Number of users who reached the defined goals in the campaign.
• Push Sends: Number of push notifications sent in the journey.
• Push CTR: Click-through rate for push notifications.
• Email Sends: Number of email messages sent in the journey.
• Email CTR: Click-through rate for email messages.
• Email Clicks: Total number of clicks on email links.
• Email Unsubscribes: Number of users who unsubscribed from your email list.
• SMS Sends: Number of SMS messages sent in the journey.
• SMS Deliveries: Number of SMS messages successfully delivered.
• WhatsApp Sends: Number of WhatsApp messages sent in the journey.
• WhatsApp Opens: Number of WhatsApp messages opened by users.
• In-App Shows: Number of in-app messages displayed to users.
• In-App Interaction: Number of users who interacted with in-app messages (e.g., clicked a button).
• In-App Skips: Number of users who skipped or dismissed the in-app message without interacting.