This guide provides an in-depth exploration of the SMS Conversations Dashboard, one of Regal's default reporting dashboards.
This dashboard only shows data on agent SMS tasks, not automated SMS messages that are sent to contacts. For automated messages, please view the Campaigns Dashboard.
While potential use cases for these metrics will be shared, it's essential to emphasize that they should be considered alongside other data sources and tailored to specific organizational goals.
Reporting dashboards are updated: Monday-Friday: Hourly from 9am ET to 10pm ET and Saturday-Sunday at 8am, 3pm, 8pm, and 10pm ET.
Click on the tile or filter name below to learn more about that tile.
Reporting License
Reporting Dashboards are provided under a separate per-seat license. Please submit a ticket to sign up for Reporting Dashboards.
Filters
All default Regal dashboards have filters available for you to refine the data you're viewing. The SMS Conversations Dashboard has the following filters:
Select Timeframe (ET)
- Used to filter data within a specified timeframe.
- Defaults to "is in the last 7 days".
Select Period
- Used to show different periods of time (hourly, daily, weekly, etc.) in the various graphs.
- Defaults to "Daily".
Day of Week
- This filter enables you to view data based on specific days of the week.
- Defaults to "is any value".
Hour of Day (EST)
- This filter enables you to view data based on specific hours of the day.
- Defaults to "is any value".
Target Agent
- Used to filter by the target agent assigned to the tasks being viewed.
- Defaults to "is any value".
Target Team
- Used to filter by the team of the target agent assigned to the tasks being viewed.
- Defaults to "is any value".
Handling Agent
- Used to filter by the handling agent that worked the tasks being viewed.
- Defaults to "is any value".
Handling Team
- Used to filter by the team of the handling agent that worked the tasks being viewed.
- Defaults to "is any value".
Sub Brand
- Used to filter by phone line used for tasks. You can assign a sub brand to each phone number in Settings > Phone Numbers.
- Defaults to "is any value".
Brand phone line name
- Used to filter by phone line used for tasks. You can assign a name to each phone number in Settings > Phone Numbers.
- Defaults to "is any value".
Task Created Queue Name
- This filter allows you to filter data by the queue the task was created in.
- Defaults to "any value".
Task Completed Queue Name
- This filter allows you to filter data by the queue the task was completed in.
- Defaults to "any value".
Tiles
Created SMS Tasks
- Type: Numeric Display
- Function: This tile tracks the total number of agent SMS tasks, regardless of direction, created during the selected timeframe. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
Completed SMS Tasks
- Type: Numeric Display
- Function: This tile tracks the total number of agent SMS tasks completed by agents during the selected timeframe. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
SMS Task Completion Rate
- Type: Numeric Display
- Function: This tile displays the percentage of agent SMS tasks completed by agents during the selected timeframe. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
SMS Conversations
- Type: Numeric Display
- Function: This tile tracks the total number of agent SMS tasks completed by agents, where a conversation happened with the contact, during the selected timeframe. When used alongside other tiles, this can be useful for evaluating customer engagement levels as well as campaign effectiveness.
Unique Contacts Had SMS Conversation
- Type: Numeric Display
- Function: This tile displays the total number of individual contacts that your agents have spoken to via SMS during the selected timeframe. This number will be less than the total number of conversations because one contact may have had multiple conversations. When used alongside other tiles, this can be useful for evaluating customer engagement levels as well as campaign effectiveness.
% SMS Tasks Accepted within 5 Minutes
- Type: Numeric Display
- Function: This tile displays the percentage of agent SMS tasks (regardless of direction) accepted by agents within 5 minutes of the task reservation, during the selected timeframe. When used alongside other tiles, this can be useful for evaluating the efficiency of your agents as well as managing customer expectations regarding wait times and overall service speed.
Avg. Minutes to Accept SMS Tasks
- Type: Numeric Display
- Function: This tile shows the average time in minutes it takes for agents to accept a reservation for an SMS. Monitoring this average time helps in identifying potential delays in agent processes and can guide agent training. This metric is also important for managing customer expectations regarding wait times and overall service speed.
Median Minutes to Accept SMS Tasks
- Type: Numeric Display
- Function: This tile shows the median time in minutes it takes for agents to accept a reservation for an SMS. Unlike the average, the median provides a measure that is less influenced by extreme values, offering a clearer view of typical call handling times. Monitoring this metric helps in identifying potential delays in agent processes and can guide agent training. This metric is also important for managing customer expectations regarding wait times and overall service speed.
Completed SMS Tasks
- Type: Stacked Column Chart
- Function: This tile tracks the total number of agent SMS tasks completed by agents over time. When used alongside other tiles, this can be useful for evaluating the reach of your services, the efficiency of your agents, and identifying peak customer engagement times.
Created SMS Tasks
- Type: Stacked Column Chart
- Function: This tile tracks the total number of agent SMS tasks (regardless of direction) created over time. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
SMS Task Completion Rate
- Type: Line Graph
- Function: This tile displays the percentage of agent SMS tasks completed by agents over time. When used alongside other tiles, this can be useful for evaluating the reach of your services as well as the efficiency of your agents.
SMS Conversations
- Type: Stacked Column Chart
- Function: This tile tracks the total number of agent SMS tasks completed by agents, where a conversation happened with the contact, over time. When used alongside other tiles, this can be useful for evaluating customer engagement levels as well as campaign effectiveness and identifying peak customer engagement times.
Unique Contacts Engaged in Conversation
- Type: Column Chart
- Function: This tile displays the total number of individual contacts that your agents have spoken to, via SMS, over time. This number will be less than the total number of conversations because one contact may have had multiple conversations. When used alongside other tiles, this can be useful for evaluating customer engagement levels as well as campaign effectiveness and identifying peak customer engagement times
SMS Conversations by Disposition
- Type: Stacked Column Chart
- Function: This tile displays the percentage of the total number conversations that your agents have had with contacts that are assigned each disposition, over time. When used alongside other tiles, this can be useful for understanding conversation outcomes, identifying trends and patterns in customer satisfaction, and measuring campaign success.
Time to Accept SMS Tasks
- Type: Stacked Column Chart
- Function: This tile shows how often SMS tasks are accepted within a certain timeframe. When used with other tiles, this is useful for evaluating the efficiency of your agents as well as managing customer expectations regarding wait times and overall service speed.
- Note: The null time bucket indicates that the task was canceled and was never accepted.
Avg. & Median Minutes to Accept SMS Tasks
- Type: Line Graph
- Function: This tile shows the average median time in minutes it takes for agents to accept a reservation for an SMS, over time. Unlike the average, the median provides a measure that is less influenced by extreme values, offering a clearer view of typical call handling times. Monitoring this metric helps in identifying potential delays in agent processes and can guide agent training. This metric is also important for managing customer expectations regarding wait times and overall service speed.
% of SMS Tasks Accepted within 5 Minutes
- Type: Line Graph
- Function: This tile displays the percentage of agent SMS tasks (regardless of direction) accepted by agents within 5 minutes of the task reservation, over time. When used alongside other tiles, this can be useful for evaluating the efficiency of your agents as well as managing customer expectations regarding wait times and overall service speed.