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:

1. Go to the Analytics tab and click Customer Care - SMS.

2. 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:

1. Go to the Analytics tab and click Outbound - SMS.

2. 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.

   
   

3. If you want to set an alert for a KPI, click the bell icon  on the KPI.
4. 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:

To view further details of the insights by using measures and attributes available in the insight: 

1. On the insight, click the ellipsis icon () and then click Explore from here.
2. An untitled insight opens.

3. Customize the insight by dragging and dropping measures and attributes from the data zones.

   For more information about creating and customizing insights, see Create insights. For more information about different types of insights, see Insight types.