Messaging Usage

Quick access: Insights > Messaging Usage

The Messaging Usage Dashboard provides an overview of your Messaging activity for a selected date range, allowing you to see Messaging changes and trends over time.

Check out the following video for an overview of the Messaging Usage dashboard.

Filters and Downloads

The Messaging Usage Dashboard allows you to organize multiple tiles and data sources into a single space, making it easier to quickly analyze many related pieces of content. To customize your view of the data, use the filters at the top of the dashboard. 

Filters

Filters appear at the top of the dashboard and match fields contained within the dashboard's tiles. Depending on their configuration, they can include single- or multiple-choice options, ranges of values, or various date and time options. In some cases, filters may be required by the dashboard in order to run.

1. Date: The Date filter allows you to filter by various criteria. 

• Click in the Date field to reveal a drop-down menu and select the filter of your choice. 
• If desired, change the number that appears (7 is pictured here) to a number of your choice. Then use the drop-down menu to select the unit of measurement.
• Click the + sign to add any other desired criteria for filtering. To remove criteria, click the X.
• Note that "null" and "matches" in the drop-down menu are not applicable at this time.

2. Call Target Name: Click in the Call Target field to reveal a drop-down menu that will allow you to filter by any combination of Call Targets.
3. Message Direction: Select Inbound or Outbound to filter messages by direction.
4. Message Category: Click in the Message Category field to reveal a drop-down menu that will allow you to filter messages by category (automation, conversation, customer subscription, intercept, notification).

After updating a filter's value(s), you will need to refresh the dashboard to pull in the filtered data. A refresh button will appear in the upper right corner of the dashboard. After clicking on it, each tile may take a few seconds to update.

Refreshing Data

Unless configured otherwise, dashboards do not automatically update after they initially load. You can refresh your data at any point by selecting the refresh button in the upper right corner of the dashboard. Alternatively, if you expect new data and nothing appears to update, you can use the drop-down menu in the upper-right corner to clear your local cache and refresh the results.

This drop-down menu also includes the option to download the dashboard, schedule delivery of dashboard data, reset filters, and view the data within your time zone. Read on for more information about downloading the dashboard and scheduling delivery of dashboard data.

Downloading Data/Reports

Each of the Insights dashboards can be downloaded in its entirety, either in PDF or CSV format. 

1. Open the options drop-down in the upper-right corner of the dashboard and select the Download option.
2. In the modal that appears, select either PDF or CSV in the Format drop-down menu.
3. Select the Paper Size in the drop-down menu. In order to ensure all data is visible on tables, select the option to expand tables to show all rows.
4. When ready, select the blue Download button.

Scheduling Delivery of Reports

In addition to viewing Insights data within the user interface, you have the option of having Insights Dashboards data sent to you through email. Follow these steps to schedule the delivery of Insights reports:

1. Open the options drop-down in the upper-right corner of the dashboard and select the Schedule Delivery option. 
2.  In the Settings tab, complete the following fields. When you are finished, click Save. You may also click Test Now to have a report sent to you for your review before saving your settings.
   • Schedule Name: Edit the default name of the report, if desired.
   • Recurrence: Select how often you would like to receive the report.
   • Time: Select the time you would like to receive the report.
   • Destination: Reports will be sent through email only.
   • Email addresses: Enter the email address(es) that you would like to have the reports sent to.
   • Format: Select your desired format for the report. You may select PDF, CSV zip file, or PNG visualization. 
3.  In the Filters tab, change any of the filters for the dashboard if desired. See the Filters section of this article for more details on how to filter the data. When you are finished, click Save. You may also click Test Now to have a report sent to you for your review before saving your settings.

   4. In the Advanced options tab, complete the following fields. When you are finished, click Save. You may also click Test Now to have a report sent to you for your review before saving your settings.

   • Custom Message: Add a message to be included in the body of the email.
   • Expand tables to show all rows: Select this checkbox if desired. Note that large tables may display as plain text.
   • Arrange dashboard tiles in a single column: Select this checkbox if desired.
   • Paper size: Select the desired paper size for the report.
   • Delivery time zone: Select the time zone you would like to use for the delivery of the report.

Drill-Down Capabilities

All of the graphical displays on the Insights dashboards include the ability to drill down into the data represented on the graph, allowing you to see specific and customized views of the data. The example below explains how to drill down into a graph from the Messaging Usage dashboard, but this process can be applied to any graphical display on any Insights dashboard.

1. Hover over the section of the graph that you would like to drill down into. A pop-up describing the section of the graph will appear.

2. Click on the selected section of the graph. A menu listing the different drill-down options will appear.

3. Select the drill-down option of your choice. In this example, by Message Type is selected. A visualization of the data will appear.

4. To download the data, click the Download button in the upper right corner. A modal will appear. From this modal, you can configure your desired file format. Expand the Advanced data options to configure additional options.

5. When ready, click the Download button.

High-Level Messaging Metrics

This section of the dashboard focuses specifically on Messaging. It provides data specific to Messaging usage.

• Total Messages: all messages sent or received
• Avg Daily Messages: average number of messages sent or received per day
• Avg Messages Per Customer: average number of messages sent or received per customer
• Data As Of: the date and time that the displayed data was pulled
• Message Direction: breakdown of messages sent (outbound) and received (inbound)
• Final Status: breakdown of the final state of messages. Delivered, Sent and Received are all desirable outcomes as we may not always get a delivery receipt from the customer.
• Message Category: breakdown of the message category for all messages (automation, conversation, customer subscription, intercept, notification)

Volume and Outcome Metrics

Below the high-level Messaging data, you will find data related to volume and outcomes, including growth metrics.

• Messages: a breakdown of messaging volume categorized by final status that spans the date range you selected. You can see the number of messages by final status by hovering over each part of the bar graph. To the right of the bar graph, you will see four growth metrics:
  • 4-Week Growth: Percent growth of the last 4 weeks (not including the current week) compared to the 4 weeks prior
  • 4-Week Growth (Nom): Growth in the number of messages from the last 4 weeks (not including the current week) compared to the 4 weeks prior
  • Last Week Growth: Percent growth of the last complete week compared to the week prior
  • Last Week Growth (Nom): Growth in the number of messages over the last complete week compared to the week prior

Next, you will see metrics related to notifications, automations, and subscriptions.

• Notifications:
  • Total Notifications: total number of notifications sent for the selected date range
  • Notification Type: a breakdown of the types of notifications sent, shown as a percentage (Confirmation, Reminder, Final Attempt, Success)
  • Notifications: a breakdown of notifications categorized by type that spans the date range you selected
• Automations:
  • Automation Requests: total number of automations received from customers for the selected date range
  • Automation Messages: total number of messages associated with an automation for the selected date range. This would include the automation received from the customer and the response back. 
  • Automation Type: a breakdown of the types of automations sent, shown as a percentage. Automations include: callme, status, cancel, confirmationYes, confirmationNo, Help, CustomerKeyword.
  • Automation Graph: a breakdown of automations categorized by Request or Response that spans the date range selected 
• Subscriptions:
  • Total Subscription Messages: total number of subscription messages that include both the subscription message and corresponding responses 
  • Total Opt-ins: total number of subscription messages 
  • Subscriptions: a breakdown of the types of subscription messages. Subscription messages include: OptIn, OptOut, OptInConfirmation, OptOutInstruct, OptOutConfirm.
  • Subscription Messages: a breakdown of subscription messages categorized by type that spans the date range selected 

For a breakdown of how some of these metrics are calculated, see  Insights Dashboards Calculations.

Conversation Metrics

This section of the Messaging Usage Dashboard focuses on data specific to messaging conversations.

• Total Conversation Messages: the total number of conversations (as defined above) for the selected date range
• Message Direction: a breakdown of inbound (received) and outbound (sent) messages, shown as a percentage
• Conversation Messages: a breakdown of conversations (as defined above) for the selected date range

This last section of the Messaging Usage Dashboard breaks down many of the dashboard metrics by call target.

The Call Targets table includes the following metrics:

For a breakdown of how some of these metrics are calculated, see Insights Dashboards Calculations.