PhoneIQ comes with pre-built reports and dashboards in Salesforce to track SMS/MMS related agent and department performance within your CRM.
These reports and dashboards work off the task object. In order for them to display accurate information you must have your automations correctly setup.
We offer two pre-built dashboards currently:
PhoneIQ Agent Text Messages: breaks down text messaging activity by agent.
PhoneIQ Department Text Messages: breaks down text messaging activity by department.
PhoneIQ Agent Text Messages Dashboard
Available reports:
Total Inbound Messages by Agent: Breaks down the total inbound messages by agent and message status. Available statuses are "Read" or "Unread".
Total Outbound Messages by Agent: Breaks down the total outbound messages by agent and message status. Available statuses are "Sent", "Delivered" or "Failed".
SMS vs MMS by Agent: Shows the number of messages broken down by message type.
Agent Total Messages by TOD (time of day): shows the total number of outbound and inbound messages sent by hour of day by all company agents.
Agent Total Messages by DOW (day of week): shows the total number of outbound and inbound messages sent by day of the week by all company agents.
PhoneIQ Department Text Messages Dashboard
Available reports:
Total Inbound Messages by Department: Breaks down the total inbound messages by PhoneIQ department and message status. Available statuses are "Read" or "Unread".
Total Outbound Messages by Department: Breaks down the total outbound messages by department and message status. Available statuses are "Sent", "Delivered" or "Failed".
SMS vs MMS by Department: Shows the number of messages broken down by message type.
Department Total Messages by TOD (time of day): shows the total number of outbound and inbound messages sent by hour of day by all company departments
Departments Total Messages by DOW (day of week): shows the total number of outbound and inbound messages sent by day of the week by all company departments.