Monitoring SMS activities is crucial for assessing the effectiveness of communication efforts within your organization. The SMS section provides a comprehensive analysis of the text message activities performed by an agent. This includes metrics for sent, delivered, clicked, and failed (undelivered) messages, along with their corresponding percentages. These insights enable you to evaluate performance, optimize messaging strategies, and address potential issues.
Note: The statistics exclude automated SMS, including those sent through workflows.
Navigate to the Reporting section of your account and select the Agent Report tab. Scroll down to locate and view the SMS card.
Filters #
To view data for particular users, analyze performance across various periods, and/or compare metrics for multiple users, utilize the filters on the upper panel.
For detailed guidance on how to use these filters, please refer to the overview of the Agent Reporting tab.
SMS Activity Metrics #
Sent #
The Sent row highlights the total number of text messages dispatched by the user during the specified period, along with the percentage of all SMS activities that this figure represents.
Delivered #
The Delivered row showcases the total number of messages that successfully reached their intended recipients, accompanied by the overall percentage of delivered messages.
Clicked #
The Clicked row reflects the number of recipients who interacted with the SMS by clicking the included link, along with the percentage of messages that resulted in such engagement.
Failed #
The Failed row provides the count of text messages that failed to reach their recipients. By analyzing this metric, you can identify underlying issues and implement measures to improve the success rate of your SMS campaigns.
By examining these metrics, you can assess the success of your messaging efforts, address delivery challenges, and refine strategies to enhance overall communication effectiveness.
Frequently Asked Questions #
What does SMS Reporting track? #
It provides a comprehensive analysis of an agent’s text message activities, including sent, delivered, clicked, and failed (undelivered) messages, along with their corresponding percentages.
Does SMS Reporting include automated messages? #
No. The statistics exclude automated SMS, including those sent through workflows.
Where do I find the SMS card? #
Navigate to the Reporting section of your account, select the Agent Report tab, and scroll down to locate the SMS card.
What does the Clicked metric mean? #
The Clicked row reflects the number of recipients who interacted with the SMS by clicking the included link, along with the percentage of messages that resulted in such engagement.
How can the Failed metric help me? #
By analyzing the count of messages that failed to reach recipients, you can identify underlying issues and implement measures to improve the success rate of your SMS campaigns.
Can I compare SMS performance across users or time periods? #
Yes. Use the filters on the upper panel to view data for particular users, analyze performance across various periods, and compare metrics for multiple users.
