Using the SMS Monitor Dashboard

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.

The SMS Monitor Dashboard provides the following statistics for active SMS campaigns for the current day, in real time:

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.

The SMS monitor dashboard is available at the enterprise, call center, and service levels.
For information about how to access the SMS monitor dashboard for a given level, see the Monitoring Statistics and Metrics.
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Outbound SMS Statistics

The Outbound tab of the SMS monitor dashboard displays the following statistics for the current day.

Statistic	Description
Delivered	Percentage of SMSes that are delivered to customers.
Suppressed	Percentage of SMSes that are suppressed due to the suppression list.
Failed	Percentage of SMSes that are 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, these statistics appear 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 field, 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 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.

Statistic	Description
Available Agents	Number of agents who are ready to respond to SMSes.
Resolved SMS Threads	Number of resolved SMS threads.
SMS Threads In Queue	Number of SMS threads in the group inbox.
SMS Threads With Agent	Number of SMS threads in the inboxes of the agents who are signed out.
Total SMS Threads	Number of all SMS threads, which includes both unresolved and resolved SMS threads.
Unresolved SMS Threads	Number of unresolved SMS threads, which includes threads in both the agent's inbox and the group inbox.

In addition, the Inbound tab displays the SMS Inbox Monitor table, which provides information about the last 100 active SMS threads. The table displays the following columns.

Column	Description
Agent	Name of the agent if the value in the Thread Status column is With Agent.
Inbox	Short-code or long-code SMS number associated with the thread.
From	Phone number of the customer.
Initial Interaction Date	Time stamp of the first interaction on the thread, represented in Eastern Time.
Last Interaction Date	Time stamp of the last interaction on the thread, represented in Eastern Time.
Profile	Icon to the Contact window of the customer who is a participant in the thread.
Thread	Icon to view the SMS Thread window, which displays the entire SMS conversation that constitutes the thread.
Thread State	Current state of the last message on the thread, which is one of the following values: Unread: Indicates that an agent has not read the message or has marked the message as unread. Read: Indicates that an agent has read the message. Replied: Indicates that the last message was sent by an agent.
Thread Status	Current status of the thread, which is one of the following values: In Queue: Indicates that the thread is in the group inbox. With Agent: Indicates that the thread is in the agent's inbox, regardless of the status of the agent (that is, signed in or signed out).

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:

Access the SMS Monitor Dashboard.
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.

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:

Access the SMS Monitor Dashboard.
On the Inbound tab of the SMS monitor dashboard, in the SMS Inbox Monitor table, select the row displaying the thread that you want to move to the group inbox.
Click Move to Queue.
The thread is moved to the group inbox, and the Agent column of the SMS Inbox Monitor table does not display a value.

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