D01 SMS Summary

The SMS Summary dashboard provides an overview of customer care activity delivered through SMS text messages.

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• Agent Region

Data Items

Service Level

The percentage of SMS sessions that met the target service level.

Threshold shows the target for the percentage of SMS interactions meeting the service level.

Offered

The number of SMS messages that reached the queue to be answered by agents.

Handled

The number of SMS sessions in which an agent interacted with a customer. Click the number to jump to the SMS Contact Reasons dashboard. The target dashboard opens in a new browser tab. For more information, see SMS Contact Reasons, below.

Avg Handle Time (H)

Average handle time, in hours. Handle time is the time an agent spent handling a customer's issue.

On-Shore Split

The percentage of SMS messages that were handled by agents based in North America. Click the number to slide open the SMS by Region panel. The panel slides open below the North America Answered Split widget.

Off-Shore Split shows the percentage handled by agents outside North America.

SMS by Region

This slide-open panel shows information about SMS response by region. To open the panel, click the number in North America Answered Split. To close the slide-open panel, click the X at the top right of the panel.

Split is a pie chart that shows the overall share of SMS messages handled by region.

SMS Responded and Avg Response by Region is a line and bar graph that shows activity by region. Response time in hours is graphed as a line against the numeric scale below the graph. SMS Responded is graphed as bars against the numeric scale above the graph.

SMS Responded is a stacked bar chart that shows the daily trend in SMS responses by region.

Service Level is a line graph that shows the daily trend in service level by region.

Average Response (H) by Region is a line graph that shows the daily trend in response time by region.

Top 5 Dispositions

This pie chart shows the five most common disposition codes for SMS interactions.

You can jump from this pie chart to the second-level SMS Contact Reasons dashboard. To jump, right-click any pie segment, and select Jump to SMS Contact Reasons Dashboard in the popup menu. The target dashboard opens in a new browser tab. For more information, see SMS Contact Reasons, below.

Metrics

This bar chart shows the trend in SMS volume. The number of messages offered to and handled by agents are graphed as bars against the numeric scale on the left side of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Metrics % Contribution

This line and bar graph shows the trend in SMS performance. Average handle time (AHT) is graphed as bars against the numeric sale (measured in seconds) on the right side of the graph. Service Level is graphed as a line against the percentage scale on the left side of the graph.

You can see values graphed by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the graph, make a selection from the Select Time Period menu, above the graphs, and click Apply.

SMS Contact Reasons Dashboard

SMS Contact Reasons is a second-level dashboard. You can reach it from Top 5 SMS Dispositions in the main SMS dashboard. To open this dashboard:

1. In Top 5 SMS Dispositions, right-click any pie chart segment.

2. Select Jump to Contact Reasons Dashboard in the popup menu.

The second-level dashboard opens in a new browser tab. To return to the main SMS dashboard, close the tab for the second-level dashboard.

The filters panel for the second-level dashboard offers the same filter options as the main SMS dashboard. Note that the second-level dashboard's filters operate independently from the filters of the main dashboard. You can change the filters of the second-level dashboard without affecting the data in the main dashboard.

Top 10 Contact Reasons

This pie chart shows the relative share of each of the ten most common contact reasons for SMS messages.

Top 10 Dispositions

This pie chart shows the relative share of each of the ten most common dispositions for SMS messages.

Top 10 Contact Reason Trend

This line graph shows the daily trend in contact reasons for SMS messages.

Top 10 Disposition Trend

This line graph shows the daily trend in dispositions for SMS messages.

Reason Metric Summary

This table shows SMS performance by case reason and case disposition.