The Message Report displays all messages sent through the Contact Center, E-lists, form notifications, and other system notifications. On this page, you can view detailed statistics for each message sent from your MC Professional account, including email marketing KPIs, clear status indicators with date and time, a preview of the email content, and quick links to recipient lists.
On this page
Sorting by message type and status
Use the type dropdown to filter the list by area of MC Professional: Contact Center, E-list, Form, Itinerary, or Notification. When you select an option, the list automatically shows only messages from that area. Contact Center is selected by default.
Use the Status dropdown to filter by email status, and use the search box to find messages by subject line.
Viewing message statistics
- Navigate to Reporting > Messages.
- Select a message from the list.
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In the Overview section, view the message's properties: Subject, From Name, Reply-To Email, Status, Created, Scheduled, and Send Complete.
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In the Recipient Details section, view a summary of recipient statistics and key performance indicators. To see the recipients for any field, select the blue hyperlinked number next to it.
The KPIs below can help you gauge email marketing effectiveness against common benchmarks.
| Metric | Formula | Benchmark |
|---|---|---|
|
Open rate Percentage of recipients who open your email. |
(Emails opened / emails delivered) × 100 | Professional associations: 20%–25% Non-profits: 25%–30% |
|
Unsubscribe rate Percentage of recipients who unsubscribe after receiving an email. |
(Unsubscribes / emails delivered) × 100 | Professional associations: 0.1%–0.3% Non-profits: 0.2%–0.5% |
|
Bounce rate Percentage of emails that couldn't be delivered. |
(Bounced emails / emails sent) × 100 | Professional associations: 2%–4% Non-profits: 3%–5% |
Emails delivered is the number of emails sent minus the number bounced. A high open rate means your subject lines are engaging and your audience is interested. A high unsubscribe rate may mean your content isn't meeting expectations or you're sending too often. A high bounce rate can harm your sender reputation and deliverability, so monitor it to keep your list accurate.
Viewing click-through rates
Click-through rate is the percentage of recipients who selected one or more links in your email.
- Navigate to Reporting > Messages.
- Select a message from the list.
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Select the Click-Through URLs tab.
| Metric | Formula | Benchmark |
|---|---|---|
| Click-through rate | (Total clicks / emails delivered) × 100 | Professional associations: 2.5%–4% Non-profits: 2%–3.5% |
Resending a message
- Navigate to Reporting > Messages.
- Select a message from the list.
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In Recipient Details, select the blue hyperlink next to any field to open that list of recipients.
- On the recipients page, you can Tag This Page to tag all recipients on the current page, Tag All to tag every recipient in the list, or Untag All to clear tags.
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Select Actions > Resend Message to X Recipients or View X Recipients in Search Results. Resending directs you to the Contact Center with the tagged recipients auto-populated in the recipient list, where you resend the message. The resent message appears as a new entry on the Message Report. Viewing recipients directs you to the Profile List.
For more information, see the Contact Center articles.
Saving a sent message
Saving a sent message creates a copy in the Contact Center for future reference.
- Navigate to Reporting > Messages.
- In the Action column, select Save in the message's row. You can also save directly from the preview in the message details.
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In the Save Email pop-up, choose Overwrite Existing Email or Save New Email.
- To access the saved message, navigate to Community > Contact Center > Saved Emails.