The Message Analytics report provides insight into SMS/MMS usage across your organization. View message volume, delivery rates, and agent activity, and get a quick snapshot of overall performance.
Let’s dive into the details.
Who can use this
The Message Analytics Report supports Contact Center channels and can be used by Contact Center Admins and Supervisors.
This feature is currently in an Early Adopter Program, please contact your Customer Success Manager if you’d like to join.
Access the Message Analytics report
To access the Message Analytics report, go to the Dialpad Admin Portal.
Navigate to Analytics
Select Reports > Default reports
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Select Message Activity
Filter by contact center(s) and timeframe
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Tip
Want to dig in deeper? Select Export and download your data as a CSV file for further analysis.
Message Analytics report metrics
Let’s take a look at the widgets in the Message Analytics report for Voice Contact Centers and the metrics they show.
Metric | Definition |
|---|---|
Total messages (SMS/MMS) | The total number of inbound and outbound SMS within the selected period and group. |
SMS Delivery rate | The total percentage of SMS delivered. |
SMS Undelivered rate | The percentage of messages that were not successfully delivered. In these cases, Dialpad sent the message, but the carrier rejected it due to an issue on their end. |
SMS Failed Rate | The percentage of messages that could not be sent, often due to the destination device being switched off, unavailable, or the number being blocked. |
Leaderboard
The leaderboard helps you see how agents are performing with messaging. You can track activity across SMS, MMS, and bulk messages to understand who’s most active, who’s engaging with customers effectively, and where there may be gaps. It’s a quick way to spot top performers, compare participation, and keep an eye on overall team messaging performance.
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