Original Click Rate = Total Clicks ÷ Total recipients x 100

Before the improved Click Rate formula was introduced, this original formula was the only way that Employee Email could calculate a consistent Click Rate across emails being sent both from the web app/Studio and through Gmail/Outlook add-ins.

Only emails sent using the web app or Studio collect the tracking data that can be used to upgrade to the improved formula. Emails sent from an add-in will continue to use the original Click Rate calculation.

Using the original Click Rate formula, it is not possible to tell which of the following situations has generated a high Click Rate. It could be either:

• A lot of people clicking the links in a sent email one time each
• Just a few people clicking those links many times each

Emails can contain many links that can also be clicked on many times.
Therefore, with the original formula, Total Clicks can exceed Total Recipients.

For example:
An email is sent to 10 recipients. The email contains 1 link. A single recipient clicks the link 11 times.

With the original formula the Click Rate is:
(1 x 11) ÷ 10 x 100 = 110%

Improved Click Rate = Recipients who have clicked at least one link ÷ Total recipients x 100

Only emails sent using the web app/Studio collect the tracking data that can be used to upgrade to the improved formula. Emails sent from a Gmail/Outlook add-in will continue to use the original Click Rate calculation.

If your organization has configured Employee Email to send emails directly from the web app or Studio:

• The system assigns a unique ID to each of your email contacts
• Based on their unique IDs, the new formula counts the number of recipients who have clicked one or more links in a sent email
• One recipient clicking your links many times is still only counted as a single person
• This gives you a clearer picture of how many individuals are engaging with your links
  

For example:
An email is sent to 10 recipients. The email contains 1 link. A single recipient clicks the link 11 times.

With the improved formula the Click Rate is:
1 ÷ 10 x 100 = 10%

After upgrading to the improved Click Rate calculation, you may see what looks like a drop in past and future Click Rates for emails sent from the web app/Studio.
You can use one of the following options to access the original Click Rate calculation.

Archive pre upgrade

• Request for an Admin or Parent Admin user on your organization’s account to export an All Stats report, ensuring the Date Range and Subaccount filters are expanded to capture all emails sent from all email addresses.
• The downloaded CSV file will capture all of your old data for reference.

Re-calculate pre or post upgrade

1. Export an All Stats report for the emails you want to analyze.
   Ask an Admin or Parent Admin for assistance if you want to export all of your organization’s emails sent from all email addresses.
2. Open the downloaded CSV file in a spreadsheet editing tool such as Excel.
3. Divide Total Clicks by Total Recipients.