Monitoring SMS activity helps you understand how well your team's communication efforts are working. The SMS section gives you a clear breakdown of the text message activity for each agent. This includes metrics for sent, delivered, clicked, and failed (undelivered) messages, along with their corresponding percentages. These insights help you assess performance, improve your messaging strategy, and spot any issues early.
📌Note: The statistics exclude automated SMS, including those sent through workflows.
Head to the Reporting section of your account and select the Agent Report tab. Scroll down to find the SMS card.
Filters
To view data for specific users, check performance across different time periods, or compare metrics for multiple users, use the filters at the top of the page.
For more detail on how to use these filters, see the overview of the Agent Reporting tab.
SMS Activity Metrics
Sent
The Sent row shows the total number of text messages sent by the user during the selected period, along with what percentage of all SMS activity that represents.
Delivered
The Delivered row shows the total number of messages that successfully reached their recipients, along with the overall delivery percentage.
Clicked
The Clicked row shows how many recipients clicked a link in the SMS, along with the percentage of messages that led to that engagement.
Failed
The Failed row shows how many text messages didn't reach their recipients. Reviewing this figure can help you spot underlying issues and take steps to improve the success rate of your campaigns.
Looking at these metrics together helps you assess how your messaging is performing, tackle any delivery issues, and sharpen your approach to communication.