The Email Engagement dashboard shows how shoppers view and engage with Ratings & Reviews on your site by providing a view of actions taken on email messages sent by Bazaarvoice as they travel through the email conversion funnel (the journey a consumer takes to convert from a site visitor to a paying customer).

You can download sections of the report, and you can schedule automated email messages that contain PDFs of the report.

Access the dashboard

Follow these steps to access the Email Engagement dashboard:

  1. If this dashboard is not available in your Workbench, contact Bazaarvoice Client Care to enable this feature.
    Note: If this dashboard is not showing submissions data, be sure to redeploy your site to production to enable submission tracking.
  2. Sign in to the Bazaarvoice Workbench.
  3. Select Reports » Ratings & Reviews (under Dashboards).
  4. Click Email Engagement in the menu on the left side of the page.

Filtering data

You can narrow data used in the reports by using the filters at the top of each view. Refer to Filter data for more information about available filters.

Events displayed in the dashboard

The Email Engagement dashboard shows an aggregate view of email messages as they travel through the email engagement funnel. Aggregates of end-user actions are determined by counting the number of unique email events per hour. By counting events by hour, we can better gauge how many users are returning to their emails at a later time. This allows us to filter out the noise of extra clicks, page reloads, and email opens that occur within a few minutes of each other, which we consider to be part of the same interaction or engagement event.

Email events that are displayed in the dashboard:

  • Sent—Number of email messages sent from Bazaarvoice systems.
  • Delivered—Number of email messages that were successfully delivered to users’ inboxes. This number should be lower than the number of sent messages due to network issues between our email service provider (ESP) and the end user’s ESP.
  • Opened—Number of email messages that were opened by users. This is tracked by an invisible pixel included within images in the message.

    Opened (Unique)—Number of email messages opened at least once by users. Regardless of how many times each user opens a message, the event count is one for each message delivered that was opened.

    Total Opened—Total number of times email messages were opened by users. Total Opened counts multiple open events if a user opens the same message more than once.

  • Clicked—Number of email messages that included a call-to-action link clicked by users, such as “Write a review” or “View content” links. Clicked links are tracked by appending parameters and shortening the URLs. When the end user clicks the link in an email message, the click is counted and then the user is directed to the expanded URL.

    Clicked (Unique)—Number of email messages with links clicked at least once by users. Regardless of how many times each user clicks a link in a message, the Unique Clicks event count is one for each message delivered that resulted in a click action.

    Total Clicked—Total number of times users clicked on links within email messages.

  • Submitted—Number of email messages that included a link used by users to submit content. This is the completion of the email funnel and measures how many user-generated content (UGC) submissions resulted from email messages.

    Submitted (Unique)—Number of email messages that led to at least one submission.

    Total Submitted—Total number of submissions from all email messages sent.

    Note: A review request (formerly post-interaction email or PIE) could contain multiple links to review submission forms, one for each product or service in a transaction. For example, if a user receives one review request with five submission form links, and they submit reviews for three of those products, the Total Submitted count would be three, whereas the Submitted (Unique) count would be one.

    The following email message types are factored into the Submitted number of messages: Review Request, Review Request Reminder, Ask a Product Owner, Google Seller Ratings, and Review Rejected. The rest of the email message types do not lead to submission events, so there is no correlating data for them.

Email exception events displayed in the dashboard:

  • Bounced—Number of messages that were not deliverable, for these reasons:
    • Hard bounces occur when an email address does not exist or when an email message fails to meet security policies (SPF , DKIM , or DMARC ).
    • Soft bounces occur when users’ inboxes are too full or when the receiving email server is offline.
  • Complained—Number of email messages that caused users to complain. Users can complain by clicking the “This is spam” button in their email clients or by filing complaints with their email providers.
  • Unsubscribed—Number of messages that included an “Unsubscribe” link clicked by users to unsubscribe from receiving future messages.


This chart provides a view of email event types within each section of the funnel. For each section, the conversion rate (percentage) is shown based on the total number of messages sent. Use the filters at the top of the report to narrow the scope of the data that is displayed.

Mobile Performance

This chart shows the email events initiated by users, by device type:

  • Mobile devices, which include smart phones and tablets.
  • Non-mobile devices, which include laptop and desktop computers.

Use the filters at the top of the report to narrow the scope of the data that is displayed.

The Trends section allows you to see how your notification emails are performing over time.

By Day

This chart provides a 30-day history of all email events, and each event type is graphed separately. Hover your mouse over a line graph to see the number of messages for that event type and date. Use the filters at the top of the report to narrow the scope of the data that is displayed.

By Hour of Day

This chart shows email events by hour broken into two sections:

  • Email delivery: Sent, delivered, and opened events
  • Actions taken from email messages: Clicked, submitted, bounced, complained, and unsubscribed events

Use the filters at the top of the report to narrow the scope of the data that is displayed.