The Customer Care - SMS dashboard displays the analytics data of specific Key Performance Indicators (KPIs) of 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 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:
- Go to the Analytics tab and click Customer Care - SMS.
Filter the data by using the following filters:
Field
Description
Date Range Date range to filter KPIs. Campaign Type Type of the SMS campaign. Call Center Name Name of the call center to which the agent belongs. Service Name Name of the service assigned to the agent. Agent Team Name Name of the agent team. Agent Name Name 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:
- Go to the Analytics tab and click Customer Care - SMS.
View the following KPIs on the dashboard:
Field
Description
Total SMS Threads The number of total SMS threads for the specified filter criteria. Inbound SMS Received The number of inbound SMSes for the specified filter criteria.
First SMS Resolution The percentage of inbound SMSes when the resolution was provided in the first attempt itself and the customer did not send repeated SMSes for the same issue in the next 3 days.
First Response Time (Median Mins)
After the first SMS is received, the amount of time taken by an agent to respond to the SMS. First Response Time SLA
The percentage of SMSes to which the agent has responded within 15 seconds. Messages per Thread (Avg) The number of SMSes per thread.
- If you want to set an alert for a KPI, click the bell icon
on the KPI. - Specify when do you want to receive the alert and then click Set Alert.
Exploring 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. |
| New SMS Threads and Inbound Messages Trend | Displays 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. |
| SMS Messages Per Thread by Outcome | Displays insights related to total SMS threads and average SMSes per thread according to the resolved SMSes. |
To view further details of the insights by using measures and attributes available in the insight:
- On the insight, click the ellipsis icon (
) and then click Explore from here. - An untitled insight opens.
Customize the insight by dragging and dropping measures and attributes from the data zones.