Overview

You need to monitor messages that are sent as well as received in order to track their status. This helps you understand the actual count of messages that have successfully reached your customers. When the volume of messages being sent and received is significantly large, it is difficult to keep a track manually. It is therefore important that you generate reports from the data provided and conduct intelligent analysis to help you gain the right insight.

SMS-Magic Converse provides Dashboards that help you view the analytics generated from the message volume. The reports displayed on each dashboard provide a graphical view of the data to help in easy comprehension. They are sufficiently detailed covering every aspect of your messaging strategy.

There are three dashboards provided to address the needs of users and managers:

Converse Dashboard – User
Converse Dashboard – Team
Converse Dashboard – Messages

Each dashboard comprises widgets that contain a minimum of one report. Reports display data collected over the last 30 days for individual Users as well as Managers. If you are a manager, you will be able to view reports for your entire team. Moreover, the same report may be used in multiple widgets to display more detailed analysis, if required.

For managers to see the dashboards permissions on the salesforce objects has to be set correctly. Contact your system administrator for details on setting up of the permissions.

The Converse Dashboards are installed once the app installation is completed. All Reports will be automatically downloaded once the installation is complete.

View Converse Dashboards

Log in to SMS-Magic Converse.
Click . The App Launcher appears.

Under All items, click Dashboard. The Dashboard appears displaying the recent reports.

On the left, click All Folders and then click SM_Converse_Dashboards. The SMS-Magic Dashboards page appears displaying the installed Dashboards.

Click Converse Dashboard – User. The User Dashboard appears.
- Click Refresh to view updated reports
- Click to expand reports
- Refer to the section Converse Dashboard – User for more details on individual reports
Click Converse Dashboard – Team. The Team Dashboard appears as shown.
This Dashboard is relevant only for Team Leads / Managers.
- Click Refresh to view updated reports
- Click to expand reports
- Refer to the section on Converse Dashboard – Team for more details on individual reports.
Click Converse Dashboard – Messages. The Message Dashboard appears.

Click Refresh to view updated reports
Click to expand reports
Refer to the section on Converse Dashboard – Messages below for more details on individual reports.

Converse Dashboard – User

Refer the following table for more details on the Converse Dashboard – User report.

Report Name	Description
Total Conversations	Displays the number of conversations that the user has managed in the last 30 days. This includes any conversation where at least one message was sent or received during that period.
User Reply Pending	Displays all open conversations where the last message was outgoing and was sent within the last 30 days.
Customer Response Awaited	Displays all open conversations where the last message was outgoing and was sent within the last 30 days.
New Conversations	Displays the number of conversations that were created in the last 30 days.
Conversations – time trend	Displays the list of all open conversations for which user response is pending. An open conversation in which the last message is outgoing displays its status as – User Reply Pending.
Unread Conversations	Displays Conversations that were created in the last 30 days and displays its status as “Unread”.

Converse Dashboard – Team

Refer the following table for more details on Converse Dashboard – Team Report

Report Name	Description
Total Conversations	Displays the number of conversations that the team has managed in the last 30 days. This includes any conversation where at least one message was sent or received.
Unread Conversations	Displays the number of conversations that were created in the last 30 days and displays its status as “Unread”.
User Reply Pending	Displays all open conversations where the last message was incoming and was received within the last 30 days.
Customer Response Awaited	Displays all open conversations where the last message was outgoing and was sent within the last 30 days.
New Conversations	Displays the number of conversations that were created in the last 30 days.
Closed Conversation	Displays the number of conversations that currently displays its status as “closed” and were created within the last 30 days.
Total Conversations by User	Displays the number of conversations that were managed by the team during the last 30 days.
New Conversations by User	Displays the number of new conversations that were initiated by the team in the last 30 days.
Closed Conversations by User	Displays the number of conversations initiated by the team in the last 30 days and currently displays its status as “Closed”.
Average Exchanges by User	Displays the average number of exchanges conducted by the team on closed conversations. An exchange is any message that is sent or received on a conversation.

Converse Dashboard – Messages

Refer the following table for more details on Converse Dashboard- Messages

Report Name	Description
Messages Sent	Displays the total number of text messages sent.
Message Received	Displays the total number of messages received.
Messages Delivered	Displays the total number of text messages delivered to the recipient’s handset.
Message Delivery failed	Displays the total number of text messages that have not been delivered to the recipient’s handset.
Status of Sent Messages	Displays the status of messages sent. This is represented as a pie-chart and includes various error situations due to which delivery of messages may have failed.
Messages Sent and Received	Displays a time trend of messages that have been sent and received within the last 30 days.