This Glossary of Terms article currently only applies to customers who are on early access for the 2023 metrics update. Please refer to this article for the current Glossary of Terms.
This glossary provides a brief definition of words used in the Firstup platform across all feature areas, including Insights. Please click on the provided hyperlinks for more detail.
* Denotes a metrics term
A campaign setting that can be enabled to prompt members to acknowledge that they have viewed a campaign. Often enabled for employee handbooks, company policy updates, security briefs, etc.
Grants/removes Studio and/or member experience access for a user.
A specific channel that campaign notifications can be delivered to within the member experience. identifiable as the lightbulb icon at the bottom of both the web and mobile experience.
Pieces of information about your users that can be used to define membership in audiences.
A subset, or segment, of all your users. Audiences are created by grouping users’ attributes, such as their registration status, last active date, department, role, or location.
The components that make up a campaign’s content. Blocks are combinations of different types of assets (images, videos, polls, attachments, rich text) with a particular layout.
In the member experience, users can bookmark any content. The bookmarked content will appear in an area for bookmarks. Each user can only bookmark a card once. A count of content bookmarks can move both up and down as users bookmark or remove bookmarks from content.
Bookmarked* refers to how many unique users have bookmarked 1+ post or a particular post. Note: For an individual user on an individual piece of content this is whether or not that user has bookmarked the content.
In Studio, users can bookmark reports under Insights. Bookmarked reports will appear in the user's bookmark collection. Studio bookmarks are not visible to any other users, which means that they are not included in any tally of 'bookmarks' in any Insights reports.
Refers to how many unique users have bookmarked 1+ post or a particular post. Note: For an individual user on an individual piece of content this is whether or not that user has bookmarked the content.
Brand Super Admin is the role with the highest level of access for their community.
Studio users can view and edit campaigns and view metrics for individual campaigns on the Calendar page.
Campaigns are created in Studio. Each campaign lets creators set up intelligent communications comprised of content blocks that can be sent to employees via email or push notification, as well as published as a post in the member experience.
Studio users can edit or publish campaigns, manage items that need review, and access campaign-specific metrics on the Campaigns page.
Mobile carrier of your mobile user's devices, such as AT&T, Verizon, or T-Mobile.
An umbrella term for all possible ways to reach your members - the web experience, mobile app, email, microapps, etc. Channels are where your members will consume the content you create in Studio.
A click refers to a user clicking on a link (content or external link) within a post/campaign. This does not include clicking on an unsubscribe link. Note: for an individual user on an individual campaign, this is whether or not that user has clicked on an embedded link within the campaign via email.
We are able to track clicks on links within a post/campaign, however, we cannot track clicks on content that has been shared out to external social networks.
The unique clicks divided by unique views. In the context of campaigns that have both email and push notifications, the click-through rate refers to email clicks plus push clicks divided by email opens plus pushes sent.
Assistant-integrated third-party systems like ADP and Concur that provide easier access to your most-used applications.
When a post has commentable enabled, users can leave comments on the post in the member experience. Users can 'flag' a comment that seems inappropriate.
Commenters* are the unique users that leave a comment on at least one post.
Refers to how many unique users that left a comment on 1+ post or on a particular post. Note: For an individual user on an individual piece of content this is whether or not that user has commented on the content.
% commented* and comment rate* refers to the percentage of reached users who commented on a post.
Your company's Firstup-powered communications platform. This includes Studio, as well as the associated web and mobile app experiences. Each Firstup customer has an Organization and, within that organization, a community of users and content. An Organization can choose to have one or more communities.
Community Admin is the role that can manage content, users, and some configurations for their community.
The area of Studio where community settings such as administration, branding, and security are configured.
Content Creator is the role that can create and edit content but is restricted from publishing content for their community.
Community Publisher is the role that can create and publish content that is targeted to their assigned topics and audiences for their community.
Content source or source describes and categorizes where content comes from: examples can include admin-created, RSS, user-submitted, Twitter, Facebook, etc.
Refers to the cover title, description, and image for a campaign when viewed in the member experience.
Created by your Community Admins and Brand Super Admins. If created based on criteria (using filters or advanced query), a custom audience is updated automatically to include users who meet the criteria and remove those who don’t. If created by specifying individual users, the custom audience is not dynamically updated.
Refers to the customizable web experience landing page.
Custom Studio roles can be created from a set of detailed permissions for users who require access to specific areas of Studio, such as an IT Analyst who only needs access to Insights, or an Unrestricted Publisher who needs full publishing access.
The date range restricts the data in the view, based on dates such as publish date, activity date, or other.
In Insights, 'date range' restricts the displayed data by activity unless otherwise noted (such as publish date range, which indicates a filter based on the publish date).
'This' refers to the current time period, such as 'this week' is the current week starting Sunday. 'Last' refers to the previous time period, such as 'last week' is the previous Sunday to Saturday.
A user (such as a separated employee) must be deactivated to terminate access to their community. Deactivated users cannot sign in to the community. This means that deactivated users cannot access content that requires signing in to either the member experience or Studio. Deactivating a user does not remove their data from Insights. Any activity that occurred before the user was deactivated will appear in Insights.
The area of Studio where delivery settings are modified, including campaign targeting (topics and audiences), notifications, Engagement Boost, etc.
The area of Studio where a campaign or campaign template is designed and content blocks are added.
Digital displays used to showcase your microapp content.
Direct Publishing is related to the member experience. Content submitted via the member experience by Studio users with "publish" permissions is not subject to review like other user-submitted content.
Area of the member experience where users can find and follow topics.
How many unique users clicked to download an attachment embedded within a campaign. Note: for an individual user on an individual piece of content this is whether or not that user downloaded an attachment.
The total number of messages (email, push, and/or Assistant) that have been dropped. A drop occurs if the user is missing from the audience or has been unsubscribed from the community at the time of delivery. The engine will not attempt deliveries for users who are removed from the audience or who have unsubscribed from the community, or unsubscribed from the email campaign itself. Note: Drops are not errors — drops can happen if the user was blocked at the moment the message was sent.
An audience query that returns a list of users that can change (i.e. the audience is built using criteria like role).
A specific channel that campaign notifications can be delivered to. Firstup is not an email service provider, but is an excellent tool to deliver email to community members' inboxes.
Customized email alias addresses that can be used to send campaigns from.
An email was successfully delivered to a recipient. In other words, a sent email did not return an email error.
If a recipient cannot locate a delivered email in their inbox, please check with your internal technology team to see if there are any security protocols such as email quarantine that may have intercepted the email without returning an error to our system.
Indicates the number of emails that encountered an error divided by the number sent.
Firstup customers whose communities only have access to campaigns via email. They do not have access to the member experience.
An email is counted as opened when an invisible "tracking image" in the email is loaded, regardless of where the image is loaded such as in a Reading Pane (Outlook), Preview Pane (Gmail), new window, etc.
Emails opened* refers to how many unique users opened an email in their inbox. Note: For an individual user on an individual campaign this is whether or not that user has opened that campaign via email. Note: If images cannot be downloaded because of email client restrictions, we may fail to track an email open for that email.
The email open rate* indicates the number of unique emails opened divided by the unique emails delivered.
A link to content or an external within a post/campaign. Does not include unsubscribe links.
Includes all actions beyond opening and reading a piece of content (likes, bookmarks, shares, comments, etc.)
The number of users that interacted at least once with a piece of content within the Firstup platform (engagement) divided by the number of users exposed to the content (previews or email delivered). engagement + divided by previews + email delivered
Engagement Boost determines when and how to reach a user with a campaign, as well as retargeting attempts.
The total number of failed sends and/or deliveries. Errors (or bounces) can occur when trying to attempt a send or can occur when a send event has been initiated, but delivery cannot be confirmed. Both are counted in this metric.
Campaign setting that can be enabled to feature campaigns in the member experience. Featured campaigns sit at the top of the member experience homepage and increase campaign visibility.
Feeds pull streams of content from websites or social networks into your community.
When a user follows a topic, content from that topic appears in their personalized feed. We refer to users that have followed a topic as followers. However, you may hear join, follow, and subscribe used interchangeably.
Presented in military time and UTC unless otherwise specified.
In Studio you can tag a post with an initiative. This tag is not visible in the member experience but does allow you to filter Insights reports by initiative to collect data across campaigns and topics.
The Insights area provides tracking metrics for the performance of your community.
A feature in the web experience that allows you to search for content across integrated applications, such as SharePoint and Salesforce.
A touchpoint for a given user to be exposed to a piece of content, including seeing a content card in web experience, email, Assistant, or push, or explicitly opening an email.
Provides community content creators with writing suggestions to keep content on-brand, increase the use of inclusive language, and create more consistency in your organization’s writing.
A section in the member experience that content appears in if it was published to a topic that the member is following.
When signed in, users can like a post by clicking or tapping on the heart icon. Each user can only like a card once. This number can go both up and down as users can like and unlike content.
Liked* refers to how many unique users have liked a piece of content. Note: For an individual user on an individual piece of content this is whether or not that user has liked the content.
% Liked* refers to what percentage of viewers have 1+ like.
Locations such as city, country, region, and timezone are based on the IP address of the users’ devices (phone, tablet, or computer).
Users may belong to more than one location within the time window selected.
This location data is not related to audiences or audience attributes.
'Unknown/other' means that the IP address was not available for the user within the timeframe. For example, email-only users would not have IP address information.
Insights Note: 'work location' is not based on IP Address. Work location IS based on audience attributes sent to us by your team.
Maximum segments appears at the bottom of some 'view by filters' in Insights.
Maximum segments control the maximum number of headers shown on the x-axis of the corresponding line and bar chart on the dashboard. For example, if you set maximum segments to 5 then you will see no more than 5 headers along the x-axis.
A user with access only to the published version of content, through at least one of the multiple destination channels (member experience on web or mobile, microapp, etc.) Members have no access to Studio.
An umbrella term for the channels hosted by Firstup, i.e. the web or mobile app experience. The member experience is where the members of your community go to consume content created in Stuido.
A specific channel - an embeddable widget that can be inserted into other websites such as Sharepoint, digital signage, etc. Microapps are a way for members to consume content outside of the member experience. See View(ers) for how microapp views are tracked.
Minimum size appears at the bottom of some 'view by' filters in Insights.
Minimum Size controls which headers appear based on the number of viewers. For example, if you set the minimum size to 3 then we will only show headers for bars with 3 or more viewers. Any header with a lower value is not displayed.
A specific channel hosted by Firstup. Members are able to access the member experience by downloading our mobile application to their phone.
Unique viewers per piece of content or unique pieces of content viewed via iOS or Android platform. Note: For an individual user on an individual piece of content this is whether or not that user viewed the content via iOS or Android.
Only used on Legacy Reports, such as Advocacy Insights. When a user selects to share in the Firstup platform, they then choose which social network or tool to share to.
Networks that are frequently used have been predefined such as Airdrop, Camera, Contact, Copy, Email, Facebook, Flickr, Google+, LinkedIn, Pinterest, Print, Message (Text), Reading List, Slack, Tumblr, Twitter, Vimeo, Weibo, and Yammer. Any network that is not predefined will appear as 'Other'.
Email newsletters can link to external content or other campaigns in your community that have been previously published - pulling your user in with a variety of posts.
Campaign notifications are sent via one of three channels: Assistant, push notification, or email.
Opening a piece of content - for instance, clicking to open a content card, opening an email, clicking on a link (embedded content, shortcut, etc.) to open a piece of content, clicking on a push or Assistant notification to open a piece of content.
Number of users with 1+ open. Note: For an individual user on an individual piece of content this is whether or not that user has opened the content.
Of reached users, how many users have 1 or more opens.
The umbrella under which you have one or more communities. The Organization Name helps both members and Firstup staff identify your company, therefore it is usually simply your company name.
The Firstup Partner API is designed to provide management access to domain objects in the Firstup platform and to support all content management tasks, including work with reading feeds or publishing articles.
Studio page where both users and audiences are managed.
Refer to role-specific actions Studio users are able to take. Permissions control what features users can access, see Restrictions for additional community-specific limitations.
Provides campaign prediction metrics.
Play duration is the length of time that a watcher played a video during a single watch session. For an individual user, play duration can exceed the total length of the video if the user replays segments during a single watch session. An individual may have multiple watch sessions. When play duration includes multiple users, such as average play duration, we will take into account only the “longest” watch for a single user, up to 100% of the video length.
How many unique users played a video embedded within a campaign. Note: For an individual user on an individual piece of content this is whether or not that user played a video.
An individual piece of content in your community, which can come from any one of the many content sources. Insights metrics are displayed for archived posts. Metrics for deleted posts are not available.
Where, exactly, within the member experience an activity occurred. Product area includes the following: Assistant, Bookmarks, Topic, Discover, Email, Featured, From the Community, For You, Latest, Profile, Push, Recommended, Search, and Trending.
Profiles are located in the member experience and contain information about the member, such as preferred name, department, time zone, etc.
The date and time that a post was most recently published. If a post is edited and republished, the publish date will change.
If a post was scheduled, after it goes live the scheduled date becomes the publish date.
Posts have several settings that can be enabled or disabled when editing the post. For more details, please see the articles about Commentable, Translatable, Shareable, Featured, Resources, and Acknowledge.
In the context of Insights Reports, 'Publisher' refers to who created the post, whether they are a Studio user or Member. A count of Publishers for a topic would be a count of the number of users that created and then published content in that topic.
This should not be confused with the role of Publisher which determines the level of access to Studio.
Refers to the actions that a user can take on content - create, publish, update, schedule, and draft.
A user tapped on a push notification that opens a piece of content.
Sometimes referred to as a push open.
The push open rate is a unique measurement of how many push notifications were sent that were opened by users, leading to a redirect to the mobile app.
The number of unique users who had a push failed to be delivered. For example, some common errors are related to app deletion or notifications disabled.
The push error rate indicates the number of unique users with pushes that encountered an error divided by the unique number of users sent a push.
A message to smartphone users that appears even if the app sending it is not open.
Unique number of users we attempted to send a push to The original targeted group may appear larger than the pushes sent because 'push sent' does not include users that we know are invalid recipients, such as users that are part of the Unreachable by Push group.
A QR code is, essentially, a picture that devices can scan and interpret as a URL. QR codes generated by Firstup help mobile users access your community with ease via the app or their mobile browser.
Reach indicates the number of people that have interacted with the community content within the Firstup platform. Specifically, reach is the count of unique users that have a view or activity with a piece of content.
When reach is displayed in a view with many posts, note that the reach is a sum of the unique count per post across all posts in the view. For example, if one user shares one post once and shares another post three times, this counts as 2 reach.
Reach may be displayed by platform, such as web or mobile.
Estimated reach is based on past content performance, taking into account variables such as topic, campaigns, etc. This number may not appear if there is not enough past performance to generate an estimate.
How many users are created (i.e., have either registered or have access to register). This metric does not include blocked users.
User has push notifications enabled and we have successfully delivered a push in the past.
Number of users with 1+ impressions. Users who had an impression, open, or engagement with at least one content. Reached Users gives you a good measurement of your platform's active users.
A user's registration status indicates the user's current registration status in the member experience (mobile app and web experience).
The count of users who have successfully logged in to and answered any questions for their community.
Campaign setting that can be enabled to allow the content to appear in both the mobile app and web experience under the Resources tab.
Restrictions are a per-user setting which controls access to community-specific items such as Audiences, Topics, Template, Email Aliases, and more. "Unrestricted" roles have no limitation on access to these items.
Percentage of users who visited the community in a previous time period and again at least once the current specified period.
Review engagement and delivery metrics for both completed and in-process campaigns.
Contains a final summary of your campaign prior to publishing, as well as Deliver details.
A session begins when a user takes any in-platform action, such as launching the mobile app, loading the feed, etc. After 30 minutes of inaction, any further actions are considered a new session.
Session Length - measure of the duration of a user’s session.
A search keyword is an individual word within a search in the member experience. For example "holiday" is a keyword from a search for "holiday policy".
A search term is the full search text of a search within the member experience.
(Term used for newsletters/recurring campaigns)
One campaign can be 'executed' or 'sent out' multiple times, for example a newsletter. This is just one campaign but it is sent out, for example, every week. Sends refers to the number of times the campaign has been executed, or 'sent out'.
When Shareable is enabled on a post, in the member experience users can click on the share icon and choose to share the post with a social network.
We can track the intent to share (the user clicked on the share icon), but we cannot track what the user did after that action.
Shared* refers to how many unique users that share 1+ post or a particular post. Note: For an individual user on an individual piece of content this is whether or not that user has shared the content.
Campaign setting that can be enabled to allow users to share content from your community to their social networks.
Shortcuts take the user to other areas of the web experience and can be customized to link users to important services, websites, or applications such as payroll or expenses. Shortcuts include functionality formerly known as Quick Links and Targeted Link Collections.
Snapshot audience can be created from an existing audience or from a new custom audience. Snapshot audiences are not automatically updated.
Single sign-on is a session and user authentication service that permits a user to use one set of login credentials for multiple applications.
Pre-populated by Firstup based on community-agnostic information and updated automatically to include users who meet the criteria and remove those who don’t.
An audience query that returns a list of users that won’t change (i.e. the audience is built with a list of user ids).
Publish status - Sent (Published), Scheduled, Draft, Needs Review, Archived.
(Term used for drips/workflows)
Certain campaigns have multiple steps, also known as 'nodes'. There are many node types (message, error, etc). Typically when we are discussing nodes or 'steps' on Analyze, we are talking about a message node - a communication that gets sent out (ie an email, push, or assistant notification). For the Welcome Drip Campaign below, there would be 3 message nodes: The first email, the second email, and the last email.
The publishing platform for your community. From the publishing platform, you can see and manage all content including drafts, published/sent, and archived. The community can be configured and users managed from this interface.
Also User-Submitted. This refers to content submitted through the mobile app or web experience without Direct Publishing.
In reports with Table Limit as a filter, the filter only limits the displayed rows in the table views. There is no change to the underlying data. The max table limit display is 2000 records, however, downloading the csv will display all records.
The number of unique users of the original intended audience (even if group membership has changed since the campaign went out). Note, targeted does not include blocked users, even if they were in the selected group.
A target topic determines which users will be able to view campaign content in the member experience and also controls which users can access the content even if they have a direct link to the content.
In Insights reports on email or push metrics, targeted indicates the size of the original intended audience (even if audience membership has changed since the campaign went out).
Note: Targeted does not include deactivated users, even if they were in the selected audience.
Templates are pre-configured starting points for campaigns for common or repeated types of communications, such as weekly newsletters or CEO updates.
Topics organize your content, helping your users navigate the member experience and giving you the power to direct information toward particular audiences. See Create or Edit a Topic.
If looking at information about a topic (or topics), you might see references to some different topic settings:
Auto-publish topics publish user-submitted content immediately, without review.
Public topics are untargeted topics (open to all users).
Published topics are set to visible and are not archived.
Recommended topics are promoted to users in several different ways ; i.e., in Assistant.
Targeted topics are visible to only specific audiences. This is configured by targeting topics.
Campaign setting that can be enabled to allow users to translate the Title and Description fields of all content, hyperlinked text, and content included in all content blocks.
A section on the member experience homepage that pulls in content that is seeing a lot of engagement across the community.
A unique value assigned to a user in a user import file. Each user listed in a user import file must have a unique value for either email or universal identifier. We recognize duplicate users based on the universal identifier or email.
A user is anyone with a profile in the community, regardless of experience status (Created, Invited, Registering, Registered) or Role (Member, Content Creator, Content Publisher, Community Admin, Brand Super Admin, etc.).
Deactivated users and deactivated user behavior may be counted in some metrics, providing that the activity was conducted while not deactivated.
Metrics that involve users interacting with content can only count users that we can identify (either because they are signed in or because they engage with an email or push).
We are able to map some of the custom audience attributes that you pass to our platform to the filters in Insights.
Department and Work Location are based on the user data that you provide to Firstup.
User Engagement Funnel*
Measures how the Firstup solution drives more engaged employees.
Content submitted from the member experience by a member.
Most reports in Insights have at least one graph that can be segmented by different data. Select the 'View By' filter to see the different options. Changes will reload in the view immediately.
Note: if attempting to set view by day for the last 30 days, add the max groups shown filter and set it to 31. This will solve for the dashboard only showing the first 15 days of that period.
Watchers is a unique count of users that have clicked 'play' on a video hosted by Firstup. This includes all videos hosted by Firstup whether the video was seen in a video post, embedded in an article, accessed via email, etc.
% watched* is the play duration divided by the total length of the video. This is never expressed as more than 100%, even if the user's play duration exceeds the total length of the video.
% completed* is the percentage of watchers that played the entire video at least once.
Segments watched* indicates the specific portions of the video that the user viewed. For example, if they watch 5 seconds and then skip to the 45 second mark and complete a 60 second video, the watched segments would indicate 0-5, 45-60.
A specific channel - members access the community via a web browser.
Unique viewers per piece of content or unique pieces of content viewed via web platform. Note: For an individual user on an individual piece of content this is whether or not that user viewed the content via web.
Automated campaigns intended to increase adoption and engagement.