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Manage Experiences

Manage Experiences

The Experience Analyzer provides the features you need to analyze and manage Kahuna Experiences.

  • Compare goal achievement of messaged users to control groups.
  • Analyze touchpoint and Experience success based on metrics.
  • Manage path steps and touchpoints to optimize Experience performance.

To analyze an Experience, navigate to Manage > Experiences in the left navigation pane.

Experience List Page

The Experience List provides information about each Experience that has been launched, saved, disabled, locked, or cloned. You can perform the following basic actions.

The Experience list displays Kahuna Experiences in chronological order, newest to oldest.

On the top row of each list entry, the Experience list displays the following:

Experience Name

The name of the Experience. Click the Experience name to edit it (see Edit a Launched Experience).

Segment Name

The filter set you defined as the segment for the Experience (see Create a Segment).

The collapsible rows of each list entry display the following:

State

One of the following Experience states:

Draft

A saved Experience that has not yet been launched.

Launched

A saved Experience that has been launched and can be monitored.

You can edit a launched Experience. See Edit a Launched Experience.

Disabled

A saved Experience that has been launched but disabled from sending messages. You can monitor the results that continue to arrive after the Experience has been disabled (see Disable an Experience).

Locked

A saved Experience you have locked. Kahuna continues to count user responses and distribute messages; however, no new users may enter the segment.

Version

The number of the Experience version. Latest is the most recent version of the Experience.

Created Date

The date the Experience was created.

Created By

The username of the person who created the Experience.

Last Modified Date

The date of the last Experience modification.

Last Modified By

The username of the person who last modified the Experience.

Actions

Actions available to perform:

To search the Experience list, enter a search string in the search box.

Experience Overview

The Experience Overview provides a summary of your Experience.

The following information is provided in the Experience Overview panel.

Uplift

The percentage of users who were messaged by Kahuna at least once and completed the goal of the Experience compared with the percentage of Control Group users who completed the goal (Control Group users are never messaged). The higher the percentage, the more effective the Experience.

Uplift does not include organic users (those who achieved the goal on their own before being messaged).

Note: If there are no users in the Control Group, Uplift is not available. If there are not enough Control Group users who completed the goal of the Experience, Uplift shows the message Not enough data to show Uplift.

Goal Completion Rate

Members of the Experience who were messaged and completed the final goal compared with all members who were messaged for this Experience.

The Goal Completion Rate does not include Control Group users or organic users (those who achieved the goal on their own without being messaged).

Entered

The total number of users who entered the Experience. This number does not include Control Group users.

In Progress: The number of users who are currently active in the Experience. This number does not include the users who completed the goal of the Experience.

Messaged

The number of users who entered the Experience and were messaged by Kahuna.

% of Entered: The percentage of users who entered the Experience and were messaged by Kahuna compared with all users who entered the Experience.

Goal Completed

The number of people who were messaged and completed the goal.

% of Messaged: The percentage of users who were messaged and completed the goal compared with all users who were messaged.

Unresponsive

The number of users who did not progress through the Experience after being messaged. For example, if the goal of your Experience is to purchase an item and a user stays in the add to cart step for the number of days specified by the Delay setting of the touchpoint after being messaged, they become unresponsive.

% of Messaged: The percentage of users who progressed through the Experience after being messaged compared with all users who were messaged.

Control Group and Organic

Entered: The number of users in the Control Group for the Experience. In Progress: The number of Control Group users who are currently active in the Experience.

Qualified: The number of users in the Control Group who qualified for a message but were not messaged because they were in the Control Group.

Goal Completed: The number of users who qualified for a message, were never messaged because they were in the Control Group, but achieved the goal regardless.

Organic Completed:  The number of users who entered the Experience and achieved the goal on their own before qualifying for a message. This number includes both users who entered the Experience and users who were selected as part of the Control Group.

Segment/Step Membership KPIs

Kahuna displays the following information in the Segment and Step panels. A segment is considered a step.

Uplift

The percentage of users who advanced to a subsequent step in the Experience after being messaged compared with the percentage of Control Group users who advanced to the next step (Control Group users are never messaged). The higher the percentage, the more effective the Experience. Uplift does not include organic users (those who moved to the next step on their own before qualifying for a message).

Note: If there are no users in the Control Group, Uplift is not available. If there are not enough Control Group users who advanced to the next step, Uplift shows the message Not enough data to show Uplift.

Advanced Rate

Users who were messaged and advanced to a subsequent step, compared with all users who were messaged for this step. The Advanced Rate does not include Control Group users or organic users (those who achieved the goal on their own without being messaged).

Entered

Users who entered the step. For a segment, if you selected Include Prequalified Users, this metric also includes users who would have qualified for membership before launch.

In Progress: The number of users who are currently active in this step.

Messaged

The number of users who were messaged for this step.

% of Entered: The number of users who were messaged compared with the number of users who entered the step.

Advanced

Users who advanced to a subsequent path step. These users no longer receive messages from the message flow of the path step, but either advance to a subsequent next step of the path or achieve the goal.

% Messaged: The number of users who advanced to a subsequent path step since launch compared with the number of users who were messaged for this step.

Unresponsive

The number of users who did not progress through the Experience after being messaged. For example, if the goal of your Experience is to purchase an item and a user stays in the add to cart step for the number of days specified by the Delay setting of the touchpoint after being messaged, they become unresponsive.

% of Messaged: The number of users who did not progress through the Experience after being messaged compared with number of users who were messaged for this step.

Control Group and Organic

Entered: The number of users in the Control Group. In Progress: The number of Control Group users who are currently active in this step.

Qualified: The number of users in the Control Group who qualified for a message (they remained in a step for more than the time period set) but were not messaged because they were in the Control Group.

Advanced: The number of users in the Control Group who advanced to a subsequent step.

Organic Completed:  The number of users who advanced further in the Experience on their own before being messaged in this step. This number includes both users who entered the step and users who were selected as part of the Control Group.

To show or hide the filters for each segment, click Show/Hide Filters at the upper right.

To show or hide the trigger event for each non-segment path step, click Show/Hide Triggers at the upper right.

Touchpoint KPIs

The touchpoint section displays important KPIs for the touchpoint:

  • Selected: The number of users eligible to receive messages.
  • Delivered: The number of push, email, SMS, or in-app messages sent by Kahuna and received by a user of your product.
  • Advanced: The number of users who moved forward to the next step or goal of the Experience after receiving the message from this touchpoint.

To see the distribution of touchpoint message variants for each locale and channel, click a touchpoint name in the Touchpoint KPI data grid. Experience Analyzer displays the touchpoint KPIs across the top and provides a data grid with subtabs corresponding to each locale and communication channel of the experience.

To see a preview of a variant, click the letter (A-E) of the variant you want to see. The message content dialog appears.

For each locale, the data grid displays the following information per channel:

Push
  • Selected: The number of users eligible to receive messages.
  • Scheduled: The number of users selected and scheduled to be sent a message.
  • Delivered: The number of push messages sent by Kahuna and received by a user of your product.
  • Rate Limited: The number of times a user is excluded from a campaign after hitting a set threshold for marketing messages (as defined by the brand).
  • Opt out: The number of times Push notifications were disabled after receiving a message.
  • Provider Error: The number of failures due to a message processing error with an internet service provider.
  • Quiet Hours: The number of push messages withheld during quiet hours (hours during which Kahuna does not send any messages).
  • No Longer Valid: The number of users that no longer meet campaign criteria.
  • User Missing: The number of users that cannot be found, usually after a user merge (a user merge combines the accounts of duplicate users into one user account).
  • Missing Params: The number of times insufficient required parameters were available to construct and deliver a message.
  • Advanced: The number of users who moved forward to the next step or goal of the Experience after receiving the message from this touchpoint.
  • Engaged: The number of users who returned to your product within the engagement attribution window.
  • Uninstalled: The number of times users uninstalled your app.
Email
  • Selected: The number of users eligible to receive messages.
  • Scheduled: The number of users selected and scheduled to be sent a message.
  • Delivered: The number of email messages sent by Kahuna and received by a user of your product.
  • Undelivered: The number of emails that did not reach their intended recipient due to issues such as system failures, network security, or non-existing accounts.
  • Opens: The number of times an email is displayed by double-clicking or using the Open command.
  • Clicks: The number of times a user has clicked in an email.
  • Unique Opens: The number of first-time openings of an email.
  • Unique Clicks: The number of first-time clicks in an email.
  • Quiet Hours: The number of email messages withheld during quiet hours (hours during which Kahuna does not send any messages).
  • Blocked: The number of undeliverable emails because of a previous bounce, reject, or spam report.
  • Bounced: The number of undeliverable emails because of either a non-existing/invalid email account or a temporary error such as a full mailbox.
  • Warm Up: The number of emails not sent because you reached the limit defined in your domain warmup plan. To protect your email sender reputation and prevent your email messages from being delivered to the junk folder or not delivered at all, Kahuna provides a warmup plan where the volume of mail sent from your domain is gradually increased according to a predetermined schedule.
  • Advanced: The number of users who moved forward to the next step or goal of the Experience after receiving the message from this touchpoint.
  • Engaged: The number of users who returned to your product within the engagement attribution window.

  • Spam Reports: The number of times users reported an email as being SPAM after receiving message.
  • Unsubscribes: The number of times users requested to unsubscribe from an email distribution list after receiving an email.
In-App
  • Available: The number of in-app messages not delivered until after a user opens your product within the specified expiration period.
  • Delivered: The number of in-app messages sent by Kahuna and received by a user of your product.
  • Displayed: The number of in-app messages displayed.
  • Clicked: The number of in-app messages that were clicked (for example the user clicks the link in the message).
  • Dismissed: The number of in-app messages that were dismissed.
  • Advanced: The number of users who moved forward to the next step or goal of the Experience after receiving the message from this touchpoint.
SMS
  • Selected: The number of users eligible to receive messages.
  • Scheduled: The number of users who are selected and scheduled to be sent a message.
  • Delivered: The number of SMS messages sent by Kahuna and received by a user of your product.
  • Previously Blacklisted: The number of SMS messages not delivered because a user replied to a previous message with STOP, CANCEL, or UNSUBSCRIBE (the user unsubscribed).
  • Invalid Number: The number of SMS messages not delivered because a recipient phone number is invalid; for example, the phone number is inactive or not recognized by the carrier, the number is incorrectly formatted or incomplete.
  • No Routing: The number of SMS messages not delivered because there was no route available.
  • Unavailable: The number of SMS messages not delivered because the phone was switched off and the message expired.
  • No Intl. Permissions: The number of SMS messages that were not delivered because the recipient does not have permissions to call an International number.
  • Advanced: The number of users who moved forward to the next step or goal of the Experience after receiving the message from this touchpoint.
  • Engaged: The number of users who returned to your product within the engagement attribution window.
Goal KPIs

Kahuna provides the following information in the Goal panel.

Goal Completed

The number of users who were messaged and completed the final goal of the Experience.

Messaged

The number of users who were messaged after completing the goal of the Experience.

Control Group and Organic

Goal Completed: The number of Control Group users who completed the goal of the Experience.

Organic Completed: The number of users who completed the goal of the Experience on their own before qualifying for a message.

Edit an Experience

You can edit both a launched and a draft Experience.

Edit a Draft Experience

If you have saved a draft of an Experience but have not launched the Experience, you can edit Experience components, such as segments, paths, and touchpoints. When your edits are complete, you can save and launch your experience.

To edit a draft Experience
  1. From the Kahuna Experience list page, click the draft Experience you want to edit. The Kahuna Experience Creator opens.

  2. Add or delete segments, goals, or touchpoints. See Create an Experience.

  3. Either click Save to save the draft or click Review and Launch to launch the Experience.

Edit a Launched Experience

If you have already launched your Experience, you can either:

  • Edit just the messages of a touchpoint. In this case, the Experience continues to run and any new users that enter the Experience will receive the new messages.
  • Edit or add complete touchpoints and steps. In this case, Kahuna creates a draft of the Experience, which you can either save or launch.

    If you launch the draft, Kahuna locks the previously launched Experience. A locked Experience continues to count user responses and distribute messages; however, no new or returning users can enter the Experience. All new and returning users will enter the new Experience.

    You cannot unlock a launched Experience. However, you can disable or clone a launched Experience.

To edit just the touchpoint messages of a launched Experience
  1. From the Kahuna Experience list page, click the launched Experience you want to edit. The Kahuna Experience Creator opens.
  2. Click the touchpoint whose messages you want to edit. The Experience touchpoint page opens.
  3. Click the column letter of the message variant you want to edit.

    The message content dialog appears.

  4. Click the Edit Content button. The message content editor opens.

  5. Make any necessary changes to your message content, then click Update to return to the touchpoint page. For details about editing touchpoint messages, see Push, Email, SMS, or In-App Messaging.

    Note: You cannot enable or disable channels; you can only change a message or add variants.

To edit or add touchpoints and steps in a launched Experience
  1. From the Kahuna Experience list page, click the Launched Experience you want to edit. The Kahuna Experience Creator opens.
  2. Click the Edit button at the top of the page.

  3. Kahuna displays a warning that a draft of the Experience will be created but your current Experience will continue to run until you launch your draft Experience. Click OK to continue.

    Note: You can cancel your edit at any time without saving. However, if you cancel your edit, Kahuna still creates a draft. You can delete the draft from the Kahuna Experience list page.

    Note: You can only create one draft of an Experience.

  4. Make any necessary changes to the touchpoints and add additional touchpoints if needed. You can also edit steps and add additional steps.

    Note: You cannot edit segments, goals, or the Global Control Group setting in the draft Experience. Click to view a segment or a goal. Click to view the Global Control Group setting.

  5. Click Save to save your draft. You can open your saved draft from the Kahuna Experience list page at any time to continue editing the Experience.

  6. Click Review and Launch to launch your edited Experience. Kahuna locks the previously launched Experience. Both the locked and the launched Experience are listed on the Kahuna Experience list page.

Disable an Experience

After you have launched a Kahuna Experience, you can disable it by hovering over the Action column of a launched Experience and selecting Disable from the pop-up. A disabled experience continues to count user responses; however, no new users may enter the segment and no messages are distributed. You cannot enable a disabled Experience.

Lock an Experience

After you have launched a Kahuna Experience, you can lock it by hovering over the Action column of a launched Experience and selecting Lock from the pop-up. A locked Experience continues to count user responses and distribute messages; however, no new users may enter the segment. You cannot unlock a locked Experience.

Clone an Experience

After you have created a Kahuna Experience, you can clone it by hovering over the Action column of a launched experience and selecting Clone from the pop-up.

Delete an Experience

After you have saved a Kahuna Experience, you can delete it by hovering over the Action column of a launched Experience and selecting Delete from the pop-up. You cannot delete a launched Experience.

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