SMS message analytics allows you to track and evaluate your text messaging performance. In this guide, you’ll learn how to analyze your SMS metrics, use visual heatmaps and history graphs, and filter data to monitor team productivity.

Monitor and analyze your SMS message

1. Understand key SMS metrics

Learn how the system calculates your overall volume, message fragments, and unanswered rates.

1. Filter your SMS data.
2. Total SMS messages: Total number of SMS sent and received over a given period (direct SMS and SMS campaigns).
3. Total SMS fragments: Total number of fragments sent and received over a given period (one fragment consists of 160 characters; an SMS can contain multiple fragments).
4. Unanswered SMS: Number of SMS sent by the correspondent that did not receive a response.

Heatmap

The Heatmap uses color-coded graphics to display hourly activity data over the course of a week.
Check this article for more details about the Heatmap : 🔗 How to check your trends using the Heatmap

History Graph

Use the interactive history graph to plot specific SMS metrics:

1. Select the metrics you want to display (Total SMS messages, Total fragments, Fragment campaigns, or SMS campaigns)
2. Hover your mouse over any specific data point on the graph to display detailed hover-cards
3. Choose your preferred time interval (Month, Week, Day, Weekday, or Hour)

Leaderboard

Review and compare messaging volume across your active agents to track responsiveness.

1. Choose to display All SMS messages, Incoming SMS messages, or Outgoing SMS messages
2. Review individual team member bars to track and compare their messaging volume.

2. Set SMS filters

Narrow down your workspace's text messaging statistics using basic date parameters.

1. Choose one of the options : All SMS messages, only IVR, Only on direct lines or Personalize.
2. Set a specific date period or select one of the preset dates.

🎉 You now know how to analyze your SMS message analytics and can use these insights to manage messaging volumes !