TutorCruncher tracks data relating to the deliverability of emails sent to your users via the Email Analytics page.
The Email Analytics page (found via Communications > Email Analytics) is a report on the overall deliverability of emails sent by your organisation via TutorCruncher. The page is made up of three cards: Email Glossary, Summary and Email History.
An example of an Email Analytics page.
Summary
The Summary card breaks your email activity down into three time spans, with a Total, Opened and Open Rate figure for each:
7 Days
28 Days
All (up to 90 days)
Note: Email Analytics holds up to 90 days of data. The Email History graph covers the last 28 days, so the ‘All (up to 90 days)’ totals in the Summary card will usually be higher than the graph shows.
Email History
The Email History card at the bottom of the page charts the last 28 days of emails as a stacked bar per day, split into four series:
Hard bounce
Unopened
Opened
Clicked
The Email History graph at the bottom of the page.
Email Glossary
The values being tracked are:
Reputation: This value is based on how many bounces, spam complaints and unsubscribes your emails get when sending. The more bounces and spam complaints you get compared to the amount of emails you send, the lower your reputation will be.
Soft Bounces: This is usually what happens if an email address doesn't exist. It will try and resend up to 7 times.
Hard Bounces: When an email soft bounces more than 7 times it is converted to a hard bounce, and the email address will be blocked for a time. If an email address gets blocked often, it is converted to a reject.
Complaint: Complaints represent emails that were marked as spam. These email addresses will be rejected, and will not receive emails for a year.
Rejects: An email address is rejected by the email service if it has hard bounced too many times or has been marked as spam.
Frequently Asked Questions
Why didn't one of my users receive an email?
Troubleshooting steps:
Does the user have an email address on their account? Go to People > Clients / Students / Tutors, select the user and check that their ‘Email' field is filled in.
Does the Email Definition have 'Email Sending' turned off? You can check this by finding the Email Definition under System > Settings > Communication Settings > Email Definitions.
Is the Email Definition written incorrectly? If you have changed the template in a way that means it doesn't render, it will not send.
Has the email bounced? The last thing to check is to navigate to Communications > Outbound Emails and search for the email. You can see the status of the email here, whether it was bounced, sent, or opened.