---
title: "Message Analytics Report"
slug: "messaging-analytics-report"
description: "The Messaging Analytics Report gives you a complete view of your organization’s SMS and MMS activity. With this report, you can track message volume, monitor delivery rates, and review agent activity across your contact center. It’s designed to help you understand how messages are performing, spot delivery issues, and measure team productivity in one place."
updated: 2025-11-19T16:51:03Z
published: 2025-11-19T16:51:03Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Message Analytics Report

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.

> [!CAUTION]
> Who can use this
> 
> The Message Analytics Report is available to Office Admins, Contact Center Admins, or Supervisors who have access to analytics.
> 
> The report also supports activity and metrics for shared lines.

## Access the Message Analytics report

To access the Message Analytics report, go to the **Dialpad Admin Portal**.

1. Navigate to **Analytics**
2. Select **Reports** > **Default reports** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/messaging-analytics-report(1).png)
3. Select **Message Activity**
4. Filter by contact center(s) and timeframe

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/messaging-analytics-report(2).png)

> [!TIP]
> Tip
> 
> Want to dig in deeper? Select **Export** and download your data as a CSV file for further analysis.
> 
> ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/export-message-analytics.png)

## 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.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/sms-leaderboard(1).png)

## Related

- [Send a Message](/send-a-message.md)
- [SMS Registration Guide](/sms-registration-guide.md)
- [Live Contact Center Dashboard](/contact-center-dashboards.md)