Insights and Classic Reports calculate metrics differently, so you'll see variations between the two systems.

Click tracking differences:

• Insights may show higher click counts due to different tracking methods
• Classic filters certain automated clicks that Insights captures
• Processing timing varies between systems

Open tracking differences:

• Insights processes data in near real-time
• Classic may have slight delays in data updates
• Each system uses different calculation methods for unique opens

What you should do:

• Use Insights for current data and detailed analysis
• Expect small variations—they're normal
• Contact support if you see major discrepancies (more than 10% difference)

When an employee leaves, their dashboards may become inaccessible to others. To transfer a dashboard from their My Folder to a Group folder, contact Acoustic Support with these details:

• Pod/Region
• Org/Subscription ID
• User ID of the former employee
• User Role (Org Admin or Standard User)
• Dashboard Name

Support will review your request and help transfer the dashboard.

This error appears when Insights alerts fail to run. You might see a message like:

"Email hard bounce rate reached 0.01 was skipped. An error occurred when running alert (Email hard bounce rate reached 0.01)."

This usually happens when an alert was set up by a user who's no longer active in your organization. If the inactive account is still tied to the alert, it can't execute.

How to fix it:

1. Check user accounts: Ask your organization admin to review active and inactive users in Insights
2. Reassign or recreate the alert: If the alert was created by an inactive user, disable or remove that account, then recreate the alert under an active user account
3. Escalate if needed: If the issue continues after recreating the alert, contact Acoustic Support

The difference happens because Insights reports only successfully sent messages, while Classic includes all attempted sends (including failed or undelivered attempts).

Example:

• Classic shows 41,086 messages sent
• Insights shows 41,065 messages sent
• The difference (21 messages) represents failed or undelivered attempts

Key points:

• Classic SMS Message view: Shows all send attempts (including failed/undeliverable)
• Insights dashboard: Shows only successful sends

This ensures Insights reflects the true count of SMS messages that actually reached carriers.

Insights doesn't provide daily unique clicks by default in KPI tiles, but you can create a custom visualization in your dashboard.

Steps to create a daily unique clicks tile:

1. Open your Email channel dashboard: Make a copy of the Email channel dashboard into your personal or group folder so you can edit it
2. Enter Dashboard Edit Mode: Click the three-dot menu (top-right) → Edit Dashboard
3. Add a new visualization tile: Click Add → Visualization, then choose Email as the data source
4. Configure dimensions and measures:
   • Dimensions: Email Event Date (from "Date from Email"), Message Name and Message ID (from "Mailing")
   • Measures: Email Clicks Unique (from "Email")
5. Apply filters:
   • To analyze one specific mailing, add a filter on Message Name (or Message ID)
   • Tie the new tile to the existing Dashboard Date Filter: In Edit mode, click the dashboard's Date filter → Edit → Tiles to Update → check your new tile
6. Adjust row limits: By default, the table shows 500 rows. You can download up to 5,000 rows from the tile

Notes:

• KPI tiles show high-level data only—you need a visualization tile for daily breakdowns
• Maximum downloadable rows from a single visualization: 5,000
• To view more than 5,000 rows, narrow the date or mailing filters and export in batches