Messaging Tab

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:

• KPI Snapshots, (Total messages exchanged)
• Breakdown of Messages Exchanged
• General Data Visualization
• Messaging Log

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:

Messaging Logs

At the bottom of the Messaging tab is a table with the messages related to the selected Date Range in the Show filter for the different delivery channels (SMS, Email, Push Notifications, RCS, WhatsApp).

In the table, the message records are arranged in reverse chronological order (newest to oldest), with 10 column headings, identifying the elements of the message record:

• Date: when the message took place
• Channel: either SMS, Email, Push Notification, RCS or WhatsApp
• Direction: shows whether the message was outgoing or incoming
• Sender and Recipient: identifies the platform "entity" that was involved in the exchange and the user which is channel type dependent. For SMS and WhatsApp it would be the sending or receiving number, for emails the email address involved, for Push Notifications the App involved, for RCS it would be the platform RBM identity or the user mobile phone number.
• Status: represents the outcome of the exchange
• Status Date: when the status was recorded
• Campaign ID: Campaign ID: identifies related messaging and interactive campaign IDs, and the alphanumeric identifier defined in the externalId field when API integrations are used to send messages.
• Action: allows you to view in isolation the details of the particular entry of the table

At the top of the table, and next to the log period detail (This Quarter Logs, for the sample screen shown), is the View all Logs access which takes you to a view of the Messaging log table that allows to modify its appearance in multiple ways to tailor it to your specific needs.

View all Logs

In the View all Logs section, the Message log table is replicated but with an added twist. The displayed contents can be modified through the use of three filters, Filter by Channel, by Sender and by Status, and a menu to select the columns to be displayed in the table, the Fields Visibility menu, that can be found at the top of the View all Logs section, as shown in the screenshot below.

The best way to describe all options is to work it out through an example.

Starting from the hypothetical table shown below, let us go through the process of honing into a particular message event by using the options available in this section.

Say that we wish to view all the SMS messages sent from the Sender 52811 (short code) with a Status of RECEIVED. The steps are as follows:

1. Under the Filter by Channel select SMS. This action will enable the two filters to its right, Filter by Sender and Filter by Status, that only become active once one of the delivery channels is selected.

2. Since we are interested in the messages sent from 52811, from the Filter by Sender we select it.

3. Finally, we move over to Filter by Status and from the list of available states we select the RECEIVED state.

The end result will be the table that follows which only includes SMS messages sent from 52811 with a state of RECEIVED as shown in the screenshot.

Notice that the number of columns in the table still remains at ten. If you look it over, there may be some empty fields in the message records or fields that do not add relevant information. The Fields Visibility menu allows to turn on or off the fields that are relevant or not, to optimize the table view. In this example, the table view can be condensed by deselecting the fields that are of no interest, for example Channel, Direction and Subscriber ID fields, done through the Fields Visibility menu. The resulting table is displayed showing only the columns that remain selected.

Once the table is modified to display the desired information, a report reflecting the modification can be obtained via an Email sent to the email account associated with the current session. This is done by clicking Export Report and only after it has been confirmed through the dialog box that follows it.

Important to note is that the report is generated as a .csv file, as all the reports generated by the platform.

From the process just described, it can be seen that there are multiple setting combinations, in a variety of contexts, with details covering potential scenarios that arise when delivering messages, and that in the example, it went through the path highlighted with the red trace, of many possible paths, depicted in the figure below.

To complement the example, here are the definitions of the role of each element found in the View all Logs section:

Back: allows you to return to the main Messaging tab screen.

Show: allows to pinpoint the specific date or date range of messages to be displayed.

Export report: will trigger the generation of an email to be sent to the email address of the email associated with the session in progress, containing a report (.csv formatted file) based on the values selected for each filter and/or field selected.

Fields Visibility: allows to select which columns will be displayed within the message log table. Default value: all selected.

Filter by Channel: menu that allows you to choose the displayed information on the table based on the delivery Channel (SMS, Email, Push notification, Whatsapp, RCS). Default value: view all.

Filter by Sender: this is a context dependent menu that filters table information based on the sender and conditioned on the delivery Channel value above. This is to say, that if the Filter by Channel is set to SMS, this dropdown menu will display the Sending Number or route options programmed into the platform associated with SMS deliveries, if the Filter by Channel is set to Email, it will display the email(s) that are programmed into the platform, and if the Filter by Channel is set to Push, it will display de source App. Default value: view all.

Filter by Status: this is another context dependent menu that filters table information based on the state of messages, conditioned by the values in Filter by Channel and Filter by Sender. Each delivery channel has a different set of possible results that reflect the treatment that a message may have undergone throughout its life with transient and/or final outcomes. Default value: view all.

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INCOMING & OUTGOING FILTER

If you only want to get (filter) all messages that have been incoming, click on the 'RECEIVED' option (status) from the dropdown menu of the Filter by Status.

If you only want to get (filter) all messages that have been outgoing, click on the 'SELECT ALL' option from the dropdown menu of the Filter by Status and unselect the 'RECEIVED' option (status).

For the details of the possible message states and their descriptions, go to the Message Statuses section.