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Evaluate Message Traffic Using the Message Analytics Feature

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Admins can check Message Analytics dashboards to monitor and evaluate message traffic by geographical area and agent performance.

In this Article

Overview of Message Analytics

To access this feature:

1. Navigate to the Message Analytics section on the left panel.

This page provides an overview of message activity by geographic location and agent, helping you identify where communication is most frequently sent or received.

You can filter the data based on: 

  • The desired date range or time period with the Show Only filter. 
  • Location or Number.

Overview of Messages by Location Tab

The overview of each section in this tab is explained below.

Inbound vs Outbound Chart

Visualizes message trends over time.

  • Inbound: Messages received by the agent.
  • Outbound: Messages sent from the agent.

Filter the data by:

  • Hour
  • Day
  • Week
     

Contact Type Pie Chart

  • Classifies contacts into:
    • New (e.g., first-time senders)
    • Existing (e.g., repeat interactions)

Message Category Pie Chart

Breaks messages down into:

  • Manual – Sent manually by an agent.
  • System – Automatically triggered messages.
  • Autoresponse – Preset auto-replies.

Location Insights Table

Displays key message statistics by location:

  • Received: Incoming messages.
  • Queued: Messages waiting to be sent.
  • Delivered: Successfully sent messages.
  • Undelivered: Not delivered (e.g., due to an invalid number). 
  • Failed: Failed delivery attempts.

Export Feature

  • Click Export CSV to download the location-specific message report for offline analysis. 

Overview of Messages by Agent Tab

This tab tracks message activity by individual agents. It enables performance monitoring and helps identify workload distribution and efficiency.

Key Features:

Agent Performance Chart

Graph shows each agent’s messaging activity over time.

You can filter the data by:

  • Time period (Last 7/30 days, custom range)
  • Users (Agent Name)
  • Contact number
Note: You can click Remove All Filters button to reset the view.

Agent Activity Table

Includes detailed metrics per agent:

  • Queued
  • Delivered
  • Undelivered
  • Failed
     

Export Option

  • Click Export CSV to download agent performance stats for reporting or HR evaluation.

Use Cases

Messages by Location

  • Identify regional engagement trends: Understand which locations generate the most inbound queries.
  • Target communication improvements: Pinpoint areas with high message failure or undelivered counts.
  • Analyze marketing impact: See which areas respond most actively to campaigns.

Messages by Agent

  • Track agent workload and responsiveness: Identify high-performing agents or those overloaded with queued messages.
  • Performance reviews: Use exported reports for agent evaluation or coaching sessions.
  • Workforce planning: Optimize agent distribution based on messaging activity.

Tips

  • Use time filters (hour/day/week) to analyze short-term trends or campaign effectiveness.
  • Hover over charts to get exact counts and breakdowns.
  • Download CSV reports regularly to feed into BI dashboards or HR records.
  • Use the “Remove All Filters” option to reset and avoid filter overlaps.
  • Cross-reference category types (manual, system, auto-response) with delivery success to refine automation quality.

Benefits

  • Improved visibility into communication volume and performance.
  • Faster issue detection: E.g., spikes in undelivered messages from one location.
  • Better agent management: Data-driven insights for task allocation and support.
  • Smarter decision-making: Choose where to expand or concentrate outreach efforts.
  • Time savings: Quick exports streamline reporting without manual counts.

Best Practices

  • Set a weekly/monthly routine to review both dashboards.
  • Use consistent date filters across both tabs when comparing team vs. location performance.
  • Investigate high undelivered/failure rates by location or agent to improve number hygiene or script quality.
  • Tag new agents and monitor early performance through the Agent Activity Table.
  • Encourage proactive review by managers and team leads before weekly meetings.

Real-World Examples

Location-Based Messaging Example

  • A practice notice that Wales has the highest number of undelivered messages. Upon export and review, they discover outdated contact numbers from a legacy import. They update patient records and reduce delivery failures by 60%.

Agent Performance Example

  • Agent Tom has a consistent queue backlog despite moderate delivery rates. The manager sees this through the Agent Activity Table and Performance Chart. They provide her with updated templates and reassign some follow-ups, leading to quicker turnaround and improved response time.

Campaign Evaluation Example

  • A recent flu-shot reminder campaign was launched. Using the Inbound vs Outbound Chart (Location tab), the admin team filters by Week, seeing a 40% spike in inbound replies from Manchester. This confirms campaign effectiveness in that region and encourages a localized follow-up.

Support / Contact

Need further help? Contact support@voicestack.com  or call 407-833-6436.

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