The SMS Monitor Dashboard is a monitor dashboard for the Short Message Service (SMS) channel and refers to the window that appears when you click the SMS tab on the monitor dashboard.
Outbound
Within the Outbound subtab, the SMS Monitor Dashboard provides insight into the performance of your SMS campaigns, allowing you to assess the performance of the campaigns across date ranges and campaign types.
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- State of unattended SMS campaigns.
- SMS queues of agents, including the status of SMS threads.
Inbound
Within the Inbound subtab, the SMS Monitor Dashboard displays the SMS statistics, enabling you to monitor the SMS queues of your agents in real time. In addition, you can use the Inbound subtab of the SMS monitor dashboard to transfer an SMS thread from one agent to another or to the group queue if an agent is busy or is no longer online, to ensure that responses are handled.
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Outbound SMS Statistics
The Outbound tab of the SMS monitor dashboard displays the following statistics for the current day.
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In addition, you can select the campaign for which you want to view the outbound statistics by using the View Campaigns field, which contains a list of all active campaigns.
Inbound SMS Statistics
The Inbound tab of the SMS monitor dashboard displays the following statistics for the current day.
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You can filter the rows in the table by using the Search box. |
Assigning or Reassigning an SMS Thread
You can assign an SMS thread that is in the group inbox to an agent, or you can reassign an SMS thread that is in an agent's inbox to another agent. To do so:
- On the Inbound tab, in the SMS Inbox Monitor table, select the row displaying the thread that you want to assign to an agent.
- Click Assign to Agent.
The Select Agent window appears, displaying the IDs and names of agents to whom you can assign the thread. Select the row displaying the name of the agent to whom you want to assign the thread, and then click OK.
Note icon false If the inbox of the selected agent is full (based on the configured thread limit for the agent), you cannot assign the thread to the agent.
The thread is assigned to the agent that you selected, and the name of the agent appears in the Agent column of the SMS Inbox Monitor table.
Moving an SMS Thread to the Group Inbox
You can move an SMS thread that is in an agent's inbox to the group inbox. To do so:
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