Understanding SMS Analytics
Message customers2 min readUpdated 2026-03-12
Understanding SMS Analytics
JustCall's SMS Analytics dashboard gives you visibility into messaging volume, delivery rates, response times, and team performance. Use it to identify trends, spot delivery issues, and measure team responsiveness.
Accessing SMS Analytics
- Go to Dashboard → SMS & MMS in the left menu.
- Click Analytics.
- Select a date range (Today, Last 7 Days, Last 30 Days, This Month, or custom).
Key Metrics
| Metric | What It Measures |
|---|---|
| Total Messages | All SMS and MMS sent and received |
| Messages Sent | Outbound messages from your team |
| Messages Received | Inbound messages from contacts |
| Delivery Rate | Percentage of sent messages successfully delivered |
| Response Rate | Percentage of inbound messages that received a reply |
| Average Response Time | Mean time between inbound message and first reply |
Filtering and Segmentation
- By number: View metrics for a specific JustCall number.
- By team: Compare messaging performance across teams.
- By agent: See individual agent volumes and response times.
- By date range: Identify trends over time.
Click the Filter icon in the top-right corner to apply filters.
Using Analytics Effectively
- Monitor delivery rates weekly. A drop below 95% may indicate carrier filtering, 10DLC issues, or number reputation problems.
- Track response time by team. Set internal SLAs and use analytics to measure compliance.
- Compare sent vs received. A high outbound-to-inbound ratio may indicate over-messaging; a low ratio may mean missed follow-ups.
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