Messaging Reports
The Messaging Dashboard displays a selection of statistics associated with bidirectional message engagement results and a collection of message logs associated with messaging campaigns exchanged through the Interactive Customer Engagement Platform.
In addition to the Show Date Range Filter, it has four distinct sections:
- Traffic by Sender
- KPI Snapshots, (Total messages exchanged)
- Breakdown of Messages Exchanged
- General Data Visualization
- Messaging Log
Traffic by Sender
This section enables you to analyze the traffic between each sender alongside its respective delivery channel (SMS, Email, Push notifications, WhatsApp, RCS).
To enter the Traffic by Sender Dashboard, click the View Details button located next to the date range filter. Once clicked, it will display the following page:
There are three tabs that allow you to check the overall count of messages sent from each particular sender in both MT (Outbound) and MO (Inbound) directions and their status:
- Messages
- Messages Performance
- Conversations (Only for WhatsApp)
NOTE
You are able to apply three filters in the entire report:
- Date Range
- Filter by Channel
- Filter by sender
According to the filter or filters selected, the report data will be filtered in the three tabs.
Messages tab
The Messages tab provides a table to visualize data and display statistics on the total messages that have been outbound (MT) and inbound (MO) from a specific sender with its respective delivery channel. This includes information on the success rate of delivered messages for each sender too.
The table consists of the following columns:
| Columns | Description |
|---|---|
| Channel | Delivery channel which the sender is associated with. |
| Sender | Delivery channel sending identity. |
| Outbound | Total number of messages sent from the platform according to its respective sender. The cumulative total for sent messages is obtained from the Grand Total "Outbound". |
| Inbound | Total number of messages received from the platform according to its respective sender. The cumulative total for received messages is obtained from the Grand Total "Inbound". |
| Total Messages | Total number of messages that have been sent (outbound) and received (inbound) with their respective sender. The cumulative total for sent and received messages is obtained from the Grand Total "Outbound". |
| Delivery Rate | Percentage of the total number of messages that have been successfully delivered with their respective sender. The cumulative total for total messages that have been successfully delivered is obtained from the Grand Total “Delivery Rate”. |
Messages Performance tab
The Messages tab offers various graph types for visualizing data and presenting statistics on the total messages sent from each delivery channel, along with their respective statuses.
Let's describe each KPI, Table and Graph located in this tab.
The KPIs located at the top of the Messages Performance tab are the following:
- Outbound Messages: Total number of messages that have been sent regardless of the delivery channel from which they were sent.
- Delivery Rate: Percentage of the total messages that have been successfully delivered.
- Failed Rate: Percentage total messages that were reported as failed before being delivered.
- Transit Rate: Percentage of the total messages that have not reached an outcome as to their delivery status of the total number of messages sent, (messages in Transit can be due to multiple reasons, out coverage, still in a delivery queue, etc.)
The following table located below the KPIs presents logs that provide information about the total messages sent for each delivery channel, along with their respective status.
The table consists of the following columns:
| Columns | Description |
|---|---|
| Channel | Type of delivery channel. |
| Delivery Rate | Percentage of the total messages that have been successfully delivered for each delivery channel. Average of the total messages that have been successfully delivered is obtained from the Grand Total “Delivery Rate”. |
| Delivered | Total number of messages that have been successfully delivered for each delivery channel. The cumulative total for sent messages is obtained from the Grand Total "Delivered". |
| Failed | Total number of messages that were reported as failed before being delivered for each delivery channel. The cumulative total for failed messages is obtained from the Grand Total "Failed". |
| Transit | Total number of messages that have not reached an outcome as to their delivery status of the total number of messages sent for each delivery channel. (Messages in Transit can be due to multiple reasons, out coverage, still in a delivery queue, etc.) The cumulative total for transit messages is obtained from the Grand Total "Transit". |
| Outbound | Total number of messages sent from the platform for each delivery channel. The cumulative total for sent messages is obtained from the Grand Total "Outbound". |
Below the table, you’ll find two Data Visualization Graphs:
-
Total Messages by Status & Channel: This chart displays on a timeline the total number of messages that have been sent (outbound), delivered, transit and failed over the selected Date Range and by delivery channel.
Each message status is identified by a color code legend as shown on the top right corner of the graph.
By default, the graph displays all delivery channels and status. To filter specific channels, choose the desired channel you want to filter and click on it . For specific status, select the desired status on the color-coded legend which will toggle them on/off.
The horizontal axis displays the selected date range along with all the delivery channels, and the vertical axis displays the total number of Messages per status on any given date.
- Message Status Distribution Pie Chart: The pie chart displays the percentage of total messages by status: Delivered, Transit, Failed.
Conversations tab
This tab provides information about WhatsApp Conversations for a specific WhatsApp Business Account (WABA).
WhatsApp Conversations are 24-hour message threads between you and your customers. Conversations can be opened by sending either free-form messages or template messages.
Conversations are categorized with one of the following categories:
- Authentication
- Marketing
- Service
- Utility
To enter the WhatsApp Conversation Statistics Dashboard, click the View Details button located next to the date range filter. Once clicked, it will display the following page:
At the top of the conversations tab, you can filter by date range and WhatsApp sender. Selecting one or both of these filters will modify the conversation data displayed in the table.
This table shows the total conversations of each category.
The columns displayed in the table are the following:
- Sender: WhatsApp Sending identity (sender).
- Authentication: Authentication conversations enable you to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).
- Marketing: Marketing conversations include promotions or offers, informational updates, or invitations for customers to respond or take action.
- Service: Service conversations help you resolve customer inquiries.
- Utility: Utility conversations facilitate a specific, agreed-upon request or transaction, or update a customer about an ongoing transaction. These may include transaction confirmations, transaction updates, and/or post-purchase notifications.
- Total Conversations: Total number of conversations for each sender.
- Details: By selecting the Details icon, it will display the total of conversations for each category and country of the chosen sender.
KPIs
The KPI Snapshots correspond to the period defined in the Show Date Range Filter and they represent totals for that period exclusively.
• Total Messages: total number of Messages exchanges from the Platform through all Delivery Channels (SMS, Email, Push, WhatsApp and RCS).
• Outbound Messages: total number of the SMS, Email, Push, WhatsApp and RCS messages Sent from the Platform.
• Inbound Messages: total number SMS, WhatsApp and RCS messages Received by the Platform.
Breakdown of Messages Exchanged
The Breakdown of Messages Exchanged is shown in a table that identifies the messages exchanged by channel type.
The four columns and their description are:
• Channel. Identifies the channel type involved in the engagement. Three channels have the capability of being bidirectional – SMS, WhatsApp, RCS – while the Email and Push channels are only outbound capable.
• Outbound. As in the case of the KPIs before, the Outbound column shows the messages sent by the platform but in the table it breaks it down on per channel type basis.
• Inbound. The Inbound column shows the messages received by the platform but in the table it breaks it down on per channel type basis. Email and Push channels are excluded since this capability does not apply for those cases.
• Total. Shows the sum of Outbound and Inbound exchanges on per channel basis
Additionally, the Outbound, Inbound and Total column headers can be selected to order the results in increasing or decreasing order.
General Data Visualization
The platform provides different types of graphs to visualize data and display statistics on the total messages sent for each delivery channel: SMS, Email, Push Notifications, WhatsApp, RCS.
Under the breakdown table of the Dashboard, you will find two Data Visualization Graphs:
-
Total Messages Line Graph (Timeline)
-
Channel Distribution Pie Chart
Total Messages
This graph displays on a timeline the total number of messages over the selected Date Range and by Channel, identified by a color code legend, SMS, Email, Push, WhatsApp, and RCS, as shown on the top right corner of the graph.
By default, the graph displays all channels. You can isolate specific channels by selecting the channels on the color-coded legend which will toggle them on/off.
The horizontal axis displays the selected Date range and the vertical axis displays the total number of Messages per channel on any given date.
Channel Distribution Pie Chart
The pie chart displays the percentage of messages by channel: SMS, Email, Push, WhatsApp and RCS.
Hovering over the graphs will display additional options, as icons, that can be used with the graphs to identify and enhance the data being displayed.
These are actions associated to each icon:
Updated 9 months ago