The Customer Care–SMS dashboard displays analytics data about specific Key Performance Indicators (KPIs) related to inbound and outbound 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 customize the charts according to your requirement.

Filtering Data

You can filter the data 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 using the following filters:

    Field

    Description

    Date RangeDate range to filter KPIs.
    Campaign TypeType of the SMS campaign.
    Call Center NameName of the call center to which the agent belongs.
    Service NameName of the service assigned to the agent.
    Agent Team NameName of the agent team.
    Agent NameName of the agent.

After you filter the data, the KPIs on the dashboard reflect the selected filter criteria.

Viewing KPIs

KPIs allow you to analyze 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 Customer Care–SMS.

  2. View the following KPIs on the dashboard:

    Field

    Description

    Total SMS ThreadsNumber of total SMS threads for the specified filter criteria.
    Inbound SMS Received

    Number of inbound SMSes for the specified filter criteria.

    First SMS Resolution

    Percentage of inbound SMSes resolved in the first attempt with no repeat SMSes for the same issue within 3 days.

    First Response Time (Median Mins)

    		Amount of time taken by an agent to respond to the SMS after the first SMS is received.

    First Response Time SLA

    		Percentage of SMSes to which the agent responded within 15 seconds.
    Messages per Thread (Avg)

    Number of SMSes per thread.

  3. To set an alert for a KPI, click the bell icon  on the KPI.
  4. Specify when you want to receive the alert and then click Set Alert.

Viewing Insights

The dashboard displays SMS thread volume insights, insights related to the average number of SMSes per thread and the insights related to SMS thread by the outcome.

Insight

Description

New SMS Threads and Inbound Messages by Hour

Displays insights related to new SMS threads and inbound SMSes by hour. For example, you can configure this insight to display

total SMS threads by hour and number of SMSes received at a specific hour.

New SMS Threads and Inbound Messages TrendDisplays insights related to total SMS threads and inbound SMSes by date.
SMS Messages Per Thread Trend

Displays insights related to the average number of SMSes per thread, by date. This insight displays how many SMSes were present

in a thread on a specific date.

SMS Messages Per Thread by OutcomeDisplays insights related to total SMS threads and average SMSes per thread according to the resolved SMSes.

To view additional information about the insights using the metrics and attributes available in the insight: 

  1. On the insight, click the ellipsis icon  and then click Explore from here. The insight opens in a new window.

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

Exporting the Dashboard to PDF

You can export the dashboard to PDF. To export:

  1. Go to the Analytics tab and click Customer Care–SMS.
  2. On the upper-right corner of the dashboard, click  and then click Export to PDF.

The dashboard is exported in PDF format.

Scheduling Emails

You can configure email delivery so that the dashboard is sent as an email attachment to the email ID you specify.

To schedule emails:

  1. Go to the Analytics tab and click Customer Care–SMS.
  2. On the upper-right corner of the dashboard, click  and then click Schedule emailing. The Schedule email delivery window appears.


  3. In the To field, add the email ID of the recipient.
  4. In the Subject field, to change the subject, edit the existing subject line.
  5. In the Message field, to change the message, edit the existing message.
  6. From the First occurrence calendar, select a date and time on which you want to receive the first email.
    Emails are sent based on your time zone you.
  7. From the Repeats drop-down, select a frequency for the emails.
  8. Click Schedule.