Overview  

This doc walks you through:

• Reading the overall Workflow metrics on the Overview tab

• Measuring channel-specific performance for Workflow, Email, SMS, and WhatsApp

• Tracing an individual contact's path through a Workflow

• Filtering and managing contacts by their entry or exit status

• Reviewing the campaigns associated with a Workflow

• Managing a Workflow directly from these screens

Why Workflow performance matters  

A Workflow can look fine on paper and still under-perform once it's running. Without performance data, you're guessing. With it, you can see exactly where a Workflow is working and where it needs a fix.

This is useful whether you're running one simple welcome Workflow or managing a dozen automations that split contacts across multiple channels. If you're the kind of marketer who wants to know why a Workflow under-performed, not just that it did, this is where you'll spend most of your time.

Accessing a Workflow's performance data  

1. From the left sidebar, click Workflows.

2. Click the name of the Workflow you want to review.

You'll land on the Workflow tab, which shows the visual canvas. Three more tabs sit alongside it: Overview, Contacts, and  Associations. Each one is covered below.

Info: Every performance tab respects the date range selector in the top-right corner of the screen. Changing it changes what you see across Overview, Contacts, and Associations.

Choosing a date range  

Click the date range dropdown (it defaults to Last 90 Days) to change the reporting window.

1. Click the dropdown in the top-right corner.

2. Choose a preset: Today, Yesterday, This Week, Last Week, Last 7 Days, Last 14 Days, Last 30 Days, This Month, Last Month, Last 90 Days, Last 3 Months, Last 6 Months, This Year, or Entire Duration.

3. To set your own window instead, choose Custom Range. Pick a start date and an end date, or type the dates directly into the fields above each calendar.

Reading overall Workflow metrics  

The Overview tab opens on the Workflow sub-tab, which gives you the big picture: how many contacts have moved through the Workflow and what happened to them.

Four numbers sit at the top:

• Entered. Total contacts who entered the Workflow in the selected date range.

• Re-Enrolled. Contacts who entered, exited, and came back in again. This only applies if re-entry is enabled on the Workflow.

• Removed From Workflow. Contacts taken out of the Workflow, either manually or through an exit action.

• Criteria Based Exit. Contacts who left because they met a defined exit condition, not because the Workflow ended naturally.

Below these, the Workflow Metrics Over Time chart plots all four values across your date range, so you can see whether entries are trending up, whether removals spike on a particular day, or whether criteria-based exits cluster around a specific point in the flow.

Measuring email performance  

Click Email on the Overview tab to see how the email steps in this Workflow are performing.

Delivery and engagement stats  

Two rows of stats sit at the top:

Delivery Stats:

• Sent. Total emails sent, with the number of campaigns they came from.

• Delivery Rate. Percentage that reached an inbox.

• Hard Bounces and Soft Bounces. Permanent failures (invalid address) versus temporary ones (full inbox, server timeout).

Engagement Stats:

• Open Rate and Click Rate.

• CTOR (click-to-open rate). The percentage of people who opened the email and then clicked something inside it.

• Reply Rate.

• Unsubscribe Rate and Spam Rate.

Each stat shows a percentage change indicator next to it, so you can tell at a glance whether it's trending up or down compared to the previous period.

Performance over time and engagement patterns  

The Performance Over Time chart tracks Email Sent, Delivered, Opens, and Clicks across your date range as separate lines, so you can see how each metric moves relative to the others.

Below that, Engagement by Day and Time shows a heat-map of when contacts engage, broken down by day of the week and hour of the day. Darker cells mean higher engagement. Zoho Campaigns also calls out your Best Performing Day and Best Performing Time directly above the heat-map. Use the toggle in the top-right to switch the heat-map between Opens and Clicks.

Where opens are coming from  

Three donut charts break down where your opens happen:

• Opens by Device. Computer, mobile, or tablet.

• Opens by Browser. Chrome, Firefox, Edge, Android, Opera, and others.

• Opens by Email Client. Apple Mail, Gmail, Outlook.com, Yahoo Mail, Outlook, and others.

Opens and Clicks by Location shows a world map alongside a Country Performance table listing opens and clicks for your top locations. Click any location name in the table to drill in further.

Measuring SMS performance  

Click SMS on the Overview tab to review the Workflow's SMS steps.

Delivery Stats covers Sent, Delivery Rate, and Hard and Soft Bounce Rate. Engagement Stats covers Click Rate and Unsubscribe Rate.

The Performance Over Time stats chart plots Sent, Delivered, Clicked, and Bounced as percentages across your date range. Below it, Engagement by Day and Time: Clicks shows the same kind of heat-map you saw for email, this time focused on click activity, along with the Best Performing Day and Best Performing Time.

Cost Analytics  

Since SMS sending carries a per-message cost, this tab includes a Cost Analytics section:

• Avg Cost Per Campaign, Avg Cost Per Click, and Avg Cost Per Recipient.

• Total Spent and Credits Used.

• A bar chart of amount spent by month, with a dashed line marking your average cost. Bars that spike above the line are worth investigating, especially if the click rate for that period didn't spike along with them.

Measuring WhatsApp performance  

Click WhatsApp on the Overview tab to see how your WhatsApp steps are doing.

Delivery Stats covers Sent, Delivery Rate, and Failure Rate. Engagement Stats covers Read Rate, Click Rate, CTRR (click-to-read rate), Reply Rate, and Unsubscribe Rate.

The Performance Over Time chart adds a dotted CTRR line alongside Sent, Delivered, Read, and Clicks, so you can see whether the people who read your messages are also clicking through. Engagement by Day and Time works the same way it does for Email and SMS, with a dropdown letting you switch which metric the heat-map reflects.

Cost Analytics mirrors the SMS section but adds Avg Cost Per Reply, since replies are a meaningful engagement signal on WhatsApp that doesn't apply to SMS.

Location Breakdown replaces the county table from the Email tab with one built for WhatsApp: Country Performance: Read, Clicks & Replied, showing all three metrics per location alongside the world map.

Tracing an individual contact's path  

Sometimes the aggregate numbers aren't enough. You need to know what happened to one specific contact. The Workflow tab has a built-in tool for this.

1. On the Workflow tab, find the Trace Contact Path panel on the left side of the canvas.

2. Enter the contact's email address in the field provided.

3. Click View Path.

The canvas highlights the exact route that contact took through the Workflow, and a Contact details panel opens with:

• Trigger type. What brought the contact into the Workflow.

• Trigger time. When they entered.

• Current stage. Where they are now (for example, Active or Completed).

• Last execution time.

• Total time in Workflow.

Click View timeline to expand a full sequence of every component the contact passed through, each with its own timestamp. This is the fastest way to answer "why didn't this contact get the WhatsApp message" or "why did they exit early."

Click Clear at any point to reset the trace and search for a different contact.

The panel also includes a Remove contact from this Workflow option to take the contact out of the Workflow immediately, and they can't re-enter unless re-entry is enabled for that Workflow.

Viewing contacts by entry and exit status  

The Contacts tab gives you a filterable, exportable list of everyone who has interacted with the Workflow.

1. Click Contacts.

2. Use the dropdown above the table (it defaults to Entered) to filter by Entered, Exited, Exited On Criteria, or Re-entered.

3. Use the Search box in the top-right to find a specific contact.

The table shows columns like Contact Email, Mobile, Entered Time, Title, Company Name, Added Time, Last Name, and Job Title. Click the Customize Columns icon above the table to add or remove columns, such as Secondary Email Address, Contact Score, or Contact Source. 

Taking action on multiple contacts  

1. Select one or more contacts using the checkboxes in the table.

2. Click Actions.

3. Choose from Change Subscription Type, Assign Tags, Remove Tags, Add To Lists, Remove From Lists, Assign Topics, Remove Topics, Export Contacts, or Mass Update.

The footer of the table shows how many contacts are selected out of the total, so you always know the scope of a bulk action before you confirm it. You can also change how many rows load at once using the per-page selector in the bottom-right: 10, 50, 100, 150, or 200 per page.

Reviewing associated campaigns  

The Associations tab lists every campaign the Workflow has sent, broken down by channel.

1. Click Associations.

2. Choose Email, SMS, or WhatsApp to see that channel's campaigns.

Each campaign appears with the metrics relevant to its channel. Email and SMS show Sent, Delivered, and Clicked (Email also includes CTOR). WhatsApp adds Read, Replied, and Unsubscribed, since those are meaningful actions unique to that channel. Click a campaign name if you need to see its full individual report outside the Workflow context.

Managing the Workflow from these screens  

You don't need to leave the performance tabs to manage the Workflow itself. The top-right corner of every tab includes:

1. Click the Pause or Resume button to stop or restart the Workflow, depending on its current state.

2. Click the ... (more options) menu for Edit, Exit Criteria Configuration, Clone, or Delete.

Alert: Deleting a Workflow removes it and its history permanently. If you just want to stop sending without losing the setup, pause it instead.