SMS Queues

This report displays the total number of incoming SMS messages that entered ACD queues, allowing you to check on historical queue performance. It also indicates the numbers SMS messages that were ignored and deleted by agents. You can filter the dashboard report to show statistics for particular queues.

Note: not all columns are shown (see below for full details).

Basic Information

Category	Queue
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Data Records
Supported formats
Key to table

Dimensions and Metrics

The report is broken down by the Queue, Date, and Hour dimensions. The following metrics are displayed for each queue, or for the hour of the day on a selected date for a selected queue.

Metric	Description
Incoming SMS Messages	The number of incoming SMS messages that entered a queue.
Ignored SMS Messages	The number of incoming SMS messages that were ignored by an agent.
Deleted SMS Messages	The number of incoming SMS messages that were deleted by an agent.
Shortest SMS Handling Duration	The shortest time taken by an agent to handle an SMS message. In MM:SS
Longest SMS Handling Duration	The longest time taken by an agent to handle an SMS message. In MM:SS
Avg SMS Handling Duration	The average time taken by an agent to handle an SMS message. In MM:SS
Total SMS Handling Duration	The total time taken by agents to handle SMS messages. In HH:MM:SS

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'.