The Outbound - SMS dashboard displays the analytics data of specific Key Performance Indicators (KPIs) related to SMSes. You can use the advanced search option to filter the data related to KPIs. The KPIs are also presented as charts and you can create customized insights by using the charts.
Filtering Data
You can filter the data by using different parameters and view insights according to your selection.
To filter data:
- Go to the Analytics tab and click Customer Care - SMS.
Filter the data by using the following filters:
Field
Description
Date Range Date range to filter KPIs. Campaign Type Type of the email campaign. Call Center Name Name of the call center to which the agent belongs. Service Name Name of the service assigned to the agent. Message Template Name Name of the SMS template. Campaign Name Name of the campaign.
After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.
Viewing KPIs
KPIs allow you to analyze outbound SMSes. You can set alerts for KPIs so that an email is triggered when the KPI reaches the specified limit.
To view KPIs and set alert for KPIs:
- Go to the Analytics tab and click Outbound - SMS.
View the following KPIs on the dashboard:
Field
Description
Outbound SMS Messages The number of outbound SMSes. SMS Delivered The number of SMSes that are delivered.
Delivery Rate The percentage of SMSes that are delivered to customers.
Suppression Rate
The percentage of SMSes that are suppressed as per the suppression list. Failure Rate
The percentage of SMSes that are not delivered to the customer. - If you want to set an alert for a KPI, click the bell icon
on the KPI. - Specify when do you want to receive the alert and then click Set Alert.
Exploring Insights
The dashboard displays SMS volume insights, insights related to delivery trends, and insights related to SMSes by message template and campaign:
Insight | Description |
|---|---|
| Outbound SMS Volume Trend | Displays insights related to the number of outbound SMSes by date trend. |
| Outbound SMS Delivery Trend | Displays insights related to the percentage of SMSes delivered. |
| Outbound SMS by Message Template | Displays insights related to the number of outbound SMSes by message template name. |
Outbound SMS by Campaign | Displays insights related to the number of outbound SMSes by message campaign name. |
To view further details of the insights by using measures and attributes available in the insight:
- On the insight, click the ellipsis icon (
) and then click Explore from here. - An untitled insight opens.
Customize the insight by dragging and dropping measures and attributes from the data zones.