SMS Analytics Dashboard

Track performance3 min readUpdated 2026-03-12

SMS Analytics Dashboard

The SMS Analytics dashboard shows you how your team uses text messaging to engage leads and support customers. Track delivery health, measure response speed, and find bottlenecks in your messaging workflow.

Key Metrics

Metric	Definition
Messages Sent	Total outbound SMS and MMS messages sent during the selected period.
Messages Received	Total inbound messages from contacts.
Delivery Rate	Percentage of sent messages that were successfully delivered to the carrier.
Avg Response Time	Mean time between an inbound message arriving and an agent sending a reply.
Open Conversations	Threads that still have unresolved messages requiring agent attention.
Closed Conversations	Threads marked as resolved or archived by an agent.

Conversations by Status

The donut chart breaks down your active conversation pipeline:

Unread — New inbound messages no agent has opened yet.
In Progress — An agent has replied but the conversation is still open.
Waiting on Contact — The agent sent the last message and is awaiting a response.
Closed — The conversation has been resolved.

Use this view to ensure no conversations sit in "Unread" for too long, which directly affects customer satisfaction.

Filtering Your Data

Date range — Choose a preset range or set custom start and end dates.
Phone number — Isolate metrics for a specific JustCall SMS number.
Agent — View one agent's messaging activity or compare multiple agents.
Conversation status — Filter to see only open, closed, or unread threads.

Delivery Rate Troubleshooting

If your delivery rate drops below 95%, check the following:

Verify your 10DLC campaign registration is approved and active.
Confirm you are not sending to landline numbers that cannot receive SMS.
Review message content for carrier-blocked keywords or shortened URLs from untrusted domains.
Check the Failed Messages tab for specific error codes from the carrier.

Exporting SMS Analytics

Set your desired filters.
Click Export in the top-right corner of the dashboard.
Select CSV or Excel format.
The export includes per-message rows with timestamp, sender, recipient, status, and content preview.

Tips for Improving SMS Performance

Set response-time goals — Aim for under 5 minutes during business hours to keep conversion rates high.
Use templates — Pre-built SMS templates reduce response time and keep messaging consistent.
Monitor delivery daily — A sudden drop in delivery rate often signals a carrier filtering issue that needs immediate attention.