You can monitor the SMS channel for an enterprise, call center, or service through the SMS section of the monitor dashboard:
- To access the enterprise level, on the Monitor tab, click Call Centers (from the menu) > Call Centers.
- To access the call center level, on the Monitor tab, click Call Centers (from the menu) > Call Centers, and then select the required call center.
- To access the service level, on the Monitor tab, click Call Centers (from the menu) > Call Centers, select a call center, and then select the required service within the call center.
The SMS section represents the SMS channel and contains the following subtabs:
- Outbound: Provides an overview of the current state of unattended SMS campaigns across the enterprise, call center, or service that you have selected.
- Inbound: Provides an overview of the current SMS queues of agents in real time, including the status of the SMS threads across the enterprise, call center, or service that you have selected.
Outbound Subtab
The Outbound subtab contains the following statistics for active SMS campaigns.
| Statistic | Description |
|---|---|
| Delivered | Percentage of SMSes that were delivered to customers. |
| Suppressed | Percentage of SMSes that were suppressed due to the Do Not Call (DNC) list or the suppression list. |
| Failed | Percentage of SMSes that were not delivered to the customer. |
| Performance | A chart representing the performance of the SMS channel based on the above statistics, along with the number of launched (delivered) SMSes and the number of SMSes remaining to be launched. In the chart, the x-axis represents dates and the y-axis represents the number of SMSes that are delivered, suppressed, or failed. |
By default, the outbound statistics appears for SMS campaigns that are run in the last 30 days. You can, however, change the length of the campaign by using the View Campaigns From drop-down list box, which contains the following options:
- Today's
- Last 7 days
- Last 30 days
- Last 90 days
In addition, you can select the campaign for which you want to view the outbound statistics by using the View Campaigns drop-down list box, which contains a list of all active campaigns.
Inbound Subtab
The Inbound subtab contains the following statistics for active email campaigns.
| Statistic | Description |
|---|---|
| Available Agents | Number of agents who are ready to respond to SMSes |
| SMS Threads In Queue | Number of SMS threads in the group inbox |
| SMS Threads With Agent | Number of SMS threads in the inbox of the agents who are logged off |
| Unresolved SMS Threads | Number of unresolved SMS threads, which includes threads in both the agent inbox and the group inbox |
| Resolved SMS Threads | Number of resolved SMS threads |
| Total SMS Threads | Number of all SMS threads, which includes both unresolved and resolved SMS threads |
In addition, the Inbound subtab contains the SMS Inbox Monitor table with all SMS threads for the current time. The table contains the following columns.
| Column | Description |
|---|---|
| Profile | Contains a link to the Contact window of the customer who is a participant in the thread |
| Thread | Contains a link to view the SMS Thread window, which contains the entire SMS conversation that constitutes the thread |
| From | Contains the phone number of the customer |
| Inbox | Contains the short-code or long-code SMS number associated with the thread |
| Thread Status | Contains the current status of the thread, which is one of the following values:
|
| Agent | Contains the name of the agent if the value in the corresponding Thread Status column is With Agent |
| Thread State | Contains the current state of the last message on the thread, which is one of the following values:
|
| Last Interaction Date | Contains the time stamp of the last interaction on the thread, represented in Eastern Time |
| Initial Interaction Date | Contains the time stamp of the first interaction on the thread, represented in Eastern Time |
You can filter the rows in the table by using the Search box.