Measure channel performance: SMSUpdated 43 minutes ago

The SMS tab measures the tickets that arrive by text message, isolated from your other channels. SMS conversations are short, asynchronous, and easy to lose track of inside an account-wide average, so use this tab to see how your team is really handling them.

Open the SMS tab

SMS is the fifth tab of the Channels report.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select  Analytics.
3. In the menu, locate  Helpdesk performance, then click Channels.
4. At the top of the page, click the SMS tab.

Read the metric cards

Each card shows the value for your date range, a badge comparing it to the previous period of equal length, and a small chart over time. Click a card's value to open a drill-down listing the tickets behind it.

SMS tickets created is your volume metric.

The speed metrics are Resolution time, the median from the customer's first message to the ticket's latest close; First response time, the median time to the first human-agent reply; Median response time, the median across every customer-to-agent exchange rather than just the first; and Human response time after AI handoff, the median time from the AI Agent's last message to the first human reply.

The workload metrics are Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Messages per ticket, and Ticket handle time, plus One touch tickets and Zero touch tickets.

The SLA metrics are Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs.

To change which cards appear, click Edit metrics above them, toggle the metrics you want, and drag them into order.

Use the charts

SMS ticket status and performance metrics is the breakdown chart. Its measures are an SMS ticket status Sankey showing how created SMS tickets flowed into inbound and outbound and then into open, reopened, closed, deleted and trashed, or spam; plus Resolution time, First response time, Messages per ticket, Messages sent, Median response time, and Ticket handle time, which you can compare By store.

SMS performance metrics over time plots SMS tickets created, Resolution time, First response time, Messages per ticket, Closed tickets, Open tickets, Tickets replied, Messages received, Messages sent, Median response time, Ticket handle time, Achievement rate, and a combined Achieved and breached tickets view. Split it Overall, By SLA policy, By store, or By SLA status.

Compare performance in the breakdown table

The Performance breakdown section holds three tables — Agent, Store, and SLAs — selected with the buttons above the table.

Agent and Store open with SMS tickets created, Resolution time, Messages per ticket, and First response time. SLAs opens with Achievement rate, Tickets with achieved SLAs, and Tickets with breached SLAs. Every other SMS metric is available as a column.

Change the columns in a table

1. In the Performance breakdown section, click the button for the breakdown you want.
2. Click Edit table.
3. Select the columns you want and clear the ones you don't.
4. Click Save to keep that column set as your default.

Filter the report

Date and Aggregation are always visible. The date range can span up to 365 days.

Click Add Filter to narrow by Integration, Tag, Agent, Assigned Team, Custom Field, Satisfaction score, Store, or any Auto-QA score.

Save a combination with Save Filters and reapply it from Apply Saved Filter.

Export the data

Use Export at the top right of the report to download the tab as CSV or PDF. Individual charts and tables have their own Export as CSV action in the three-dot menu, which also offers Add to dashboard.

From a drill-down panel, Export gives you the ticket list: Export metadata only for up to 2.5 years of data, or Export with message content for full ticket bodies, limited to one month. We email you a download link once the file is ready. Only leads and admins can export from a drill-down.

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