Evaluate Message Traffic Using the Message Analytics Feature

Module: Admin App

This document provides detailed guidance on using the Messages by Location and the Messages by Agent tabs within the Message Analytics section of the VoiceStack platform. These dashboards allow teams to monitor and evaluate message traffic by geographic area and agent performance.

In this Article

This guide provides detailed explanations and feature breakdowns for the following:

• Overview of Messages by Location
• Overview of Messages by Agent
• Use Cases
• Tips
• Benefits
• Best Practices
• Examples

Overview of the Messages by Location

To access this feature:

• Navigate to the Message Analytics section on the left panel.

• This tab provides an overview of message activities segmented by geographic location, helping you identify where most communication activity originates or is delivered.

Inbound vs Outbound Chart

• Visualises message trends over time.
• Inbound: Messages received by the Agent.
• Outbound: Messages sent from the Agent.

Filter by:

• Hour
• Day
• Week

Contact Type Pie Chart

• Classifies contacts into:
  • New (e.g., first-time senders)
  • Existing (e.g., repeat interactions)

Message Category Pie Chart

• Breaks messages down into:
  • Manual – Sent manually by an agent.
  • System – Automatically triggered messages.
  • Autoresponse – Preset auto-replies.

Location Insights Table

• Displays key message statistics by location:
  • Received: Incoming messages.
  • Queued: Messages waiting to be sent.
  • Delivered: Successfully sent messages.
  • Undelivered: Not delivered (e.g., due to an invalid number). 

  • Failed: Failed delivery attempts.

    
    

Export Feature

• Click Export CSV to download the location-specific message report for offline analysis. 

Overview of the Messages by Agent

This tab tracks message activity by individual agents. It enables performance monitoring and helps identify workload distribution and efficiency.

Key Features:

Agent Performance Chart

• Graph showing each agent’s messaging activity over time.
• Can be filtered by:
  • Time period (Last 7/30 days, custom range)
  • Users (Agent Name)
  • Contact number
  • Remove All Filters resets the view.
     

Agent Activity Table

Includes detailed metrics per agent:

• Queued
• Delivered
• Undelivered
• Failed
   

Export Option

Download agent performance stats as a CSV for reporting or HR evaluation.
 

Use Cases

Messages by Location

• Identify regional engagement trends – Understand which locations generate the most inbound queries.
• Target communication improvements – Pinpoint areas with high message failure or undelivered counts.
• Analyse marketing impact – See which areas respond most actively to campaigns.

Messages by Agent

• Track agent workload and responsiveness – Identify high-performing agents or those overloaded with queued messages.
• Performance reviews – Use exported reports for agent evaluation or coaching sessions.
• Workforce planning – Optimise agent distribution based on messaging activity.

Tips

• Use time filters (hour/day/week) to analyse short-term trends or campaign effectiveness.
• Hover over charts to get exact counts and breakdowns.
• Download CSV reports regularly to feed into BI dashboards or HR records.
• Use the “Remove All Filters” option to reset and avoid filter overlaps.
• Cross-reference category types (manual, system, auto-response) with delivery success to refine automation quality.

Benefits

• Improved visibility into communication volume and performance.
• Faster issue detection – E.g., spikes in undelivered messages from one location.
• Better agent management – Data-driven insights for task allocation and support.
• Smarter decision-making – Choose where to expand or concentrate outreach efforts.
• Time savings – Quick exports streamline reporting without manual counts.

Best Practices

• Set a weekly/monthly routine to review both dashboards.
• Use consistent date filters across both tabs when comparing team vs. location performance.
• Investigate high undelivered/failure rates by location or agent to improve number hygiene or script quality.
• Tag new agents and monitor early performance through the Agent Activity Table.
• Encourage proactive review by managers and team leads before weekly meetings.

Examples

Location-Based Messaging Example

• A practice notice that Wales has the highest number of undelivered messages. Upon export and review, they discover outdated contact numbers from a legacy import. They update patient records and reduce delivery failures by 60%.

Agent Performance Example

• Agent Priya has a consistent queue backlog despite moderate delivery rates. The manager sees this through the Agent Activity Table and Performance Chart. They provide her with updated templates and reassign some follow-ups, leading to quicker turnaround and improved response time.

Campaign Evaluation Example

• A recent flu-shot reminder campaign was launched. Using the Inbound vs Outbound Chart (Location tab), the admin team filters by Week, seeing a 40% spike in inbound replies from Manchester. This confirms campaign effectiveness in that region and encourages a localised follow-up. 

Support

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