Incoming SMS Messages List
This report is a data export showing each SMS message that entered an ACD queue along with information about how each was handled by an agent. You can filter the dashboard report to show SMS messages that entered particular queues.
Note: not all columns are shown (see below for full details).
Basic Information
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Category |
Queue |
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Custom or data export |
Data export |
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Channels |
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Historical Data Source |
CONTACT Data Records |
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Supported formats |
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Data Export Fields
The following data export fields are displayed:
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Data export field |
Description |
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Call Date/Time |
The date and time the SMS message was sent by the external party. |
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Call Direction |
Indicates an inbound (I) or outbound (O) communication leg. I is always the leg from an external party to storm. O is always the leg from storm to an external party receiving an agent's reply to an SMS message. |
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Destination Address |
The target mobile phone number or short code for the SMS message. |
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Message Contents |
The message contents. |
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Queue |
The name of the queue entered by the SMS message. |
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Total Queue Wait Time |
The total duration for which the SMS message waited in queues. In MM:SS |
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Agent Group |
The name of the agent group to which the SMS message was originally routed and presented to an agent. |
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Agent |
The name of the last agent to service the SMS message. |
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Message Handling Duration |
The time taken to process the SMS message from the point it left the queue to the point it had finished being handled by an agent. In HH:MM:SS |
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Total Message Handling Duration |
The duration measured from the point the SMS message reached storm to the point when it had finished being handled by an agent. In HH:MM:SS |
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Processed Event Status |
Indicates how the text message was handled. This can any one of the following:
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Call Completion Code |
The completion code selected by the agent after replying to an incoming SMS message. |
Report Filters
Filter |
Setting |
Configurable on dashboard? |
Communication Type |
Includes messages only. |
No. |
Message Type |
Includes SMS messages only (includes MMS messages). |
No |
Queue |
Includes emails to all queues. |
Yes. Use the filter to include or exclude individual queues. |
For instructions on applying filters to a dashboard report, see Filter a Historical Report'.