Partner Hub surfaces a set of metrics designed specifically for managing a portfolio of client accounts. Some of these metrics are calculated differently than what you may see inside a client's individual Keap app. This is intentional, as Partner Hub filters and defines certain data points to give you a more accurate, portfolio-level view of your clients' activity. This article explains what each metric means and, where relevant, why it may differ from what you see in the Keap app.
Customer List — Data view
Active Users
The number of users who have accepted their invitation and logged into the account, shown against the total number of licensed user seats (e.g. 2/3). A user is counted as active once they have completed their first login. Users who have been invited but not yet logged in, or who have been disabled, are not included in the active count.
Contacts Usage
The number of contacts currently stored in the account against the plan's contact limit (e.g. 1,533/5,000). This reflects the account's current storage usage and is the same figure used to determine whether an account is approaching its plan limit.
Marketable Contacts
The number of contacts in the account who are eligible to receive marketing emails. A contact is considered marketable when they have an active email opt-in status — meaning they have not unsubscribed, bounced, or been marked as non-marketable.
Why this may differ from Keap: In the Keap app, all contacts are displayed together regardless of their email opt-in status. Partner Hub counts only those contacts who are eligible to receive emails. As a result, the marketable contacts number in Partner Hub will typically be lower than the total contact count shown in Keap.
Billing Status
The current subscription status of the account — Active or Cancelled. This is pulled directly from the account's subscription record.
Complaint Rate
The percentage of sent emails that were marked as spam by recipients. This is calculated across broadcast emails sent from the account. A high complaint rate can affect email deliverability for the account.
Customer List — Activity view
Login Count
The total number of times users have logged into the account during the selected date range.
Why this may differ from Keap: Partner Hub excludes partner-level logins from this count — only client user logins are included. This means the login count in Partner Hub will be lower than a raw login count that includes all users. Additionally, login data is only available for Keap Max and Max Classic accounts. Accounts on the Pro plan will show zero logins in Partner Hub regardless of actual login activity, as that data is not available from the underlying source.
Last Login Date
The most recent date a user logged into the account. Subject to the same limitations as login count — Pro edition accounts will not show a last login date.
Contacts in Automation
The number of unique contacts currently enrolled in at least one active automation. Each contact is counted once, even if they are enrolled in multiple automations.
New Contacts
The number of new contacts added to the account during the selected date range.
Broadcasts Sent
The number of email broadcasts sent from the account during the selected date range. Only completed (sent) broadcasts are counted — drafts and deleted broadcasts are excluded.
Performance — Automations
Unique Recipients
The number of unique contacts who received at least one email from an automation. Each contact is counted once per automation, regardless of how many emails they received within it.
Why this may differ from Keap: Keap's in-app automation reports may show total emails sent rather than unique recipients. Partner Hub uses a deduplicated count, so this number will typically be lower than a total send count.
Emails Delivered
The number of emails from an automation that were successfully delivered to recipients' inboxes during the selected date range.
Click-Through Rate (CTR)
The percentage of delivered emails that resulted in at least one click by the recipient. CTR is calculated as: unique clicks ÷ emails delivered. Each recipient is counted once — if the same person clicks multiple links or clicks the same link multiple times, they are still counted as a single click for the purposes of this rate.
Why this may differ from Keap: Some Keap reports calculate CTR based on total clicks rather than unique clicks. Because Partner Hub counts each recipient only once, its CTR may be lower than what appears in other reports for the same automation.
At-Risk Automations
Automations flagged as having errors that may prevent them from running correctly. An automation is marked at-risk when it has experienced delivery failures, unusually high bounce rates, or complaint rates that indicate a problem with how the automation is configured or who it is sending to.
Performance — Email Broadcasts
Broadcasts Sent
The number of email broadcasts sent from the account during the selected date range. Drafts and deleted broadcasts are not included.
Unique Opens
The number of unique recipients who opened a broadcast email. Each recipient is counted once regardless of how many times they opened the email.
Unique Clicks
The number of unique recipients who clicked a link in a broadcast email. Each recipient is counted once regardless of how many links they clicked or how many times they clicked.
Deliveries
The number of broadcast emails that were successfully delivered.
Bounces
The number of emails that could not be delivered. Bounces typically indicate an invalid email address or a temporary delivery failure.
Complaints
The number of recipients who marked a broadcast email as spam. High complaint rates can affect future email deliverability for the account.
How Often is Partner Hub Data Refreshed?
Partner Hub data is refreshed once daily. Activity from today, logins, automation sends, broadcasts, new contacts — will appear in Partner Hub on the following day. If a metric appears lower than expected, it may reflect data that has not yet been included in the most recent update. Data going back 13+ months is available across all metrics.
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