SMS analytics
The SMS Analytics dashboard in Zoho CPaaS gives you a view of your SMS traffic and delivery performance over a selected time period. You can track message volume, spot delivery issues, and monitor failure trends across all or selected Agents in your account.
SMS Analytics dashboard
The SMS Analytics dashboard is available under Analytics > SMS. It gives you an overview of all SMS messages sent from your account within the selected time range, along with a breakdown by delivery status.
To view SMS analytics in Zoho CPaaS:
- Log in to your Zoho CPaaS account.
- Go to Analytics tab.
- Click SMS in the top menu.
Overview chart
The overview chart at the top of the dashboard plots the count of SMS messages by status over the selected date range. Each status is represented by a distinct colour, making it easy to compare trends across statuses at a glance.
The chart updates dynamically based on the selected time range. To change the time period, click the time range drop-down in the top-right corner and select the desired option. Available options include Last 7 days, Last 15 days, Last 30 days, and custom date ranges.
Message status summary
To the right of the chart, a status summary panel displays the total count for each message status within the selected period. The following statuses are tracked:
- Sent: The total number of SMS messages successfully submitted from your account to the carrier network for delivery.
- Delivered: The number of messages confirmed as delivered to the recipient's handset. Delivery confirmation depends on carrier reporting.
- Undelivered: The number of messages that were submitted to the carrier but could not be delivered to the recipient. This can occur due to an invalid or unreachable number, the recipient's phone being switched off for an extended period, or carrier-side rejections.
- Process failed: The number of messages that failed before being submitted to the carrier. This typically indicates configuration errors, invalid sender IDs, or account-level restrictions that prevented the message from being processed by Zoho CPaaS.
Together, the Delivered and Undelivered counts should add up to or approach the Sent count. A significant gap between Sent and Delivered values warrants investigation into carrier routes or recipient number validity.
Filter criteria
By default, the dashboard displays data across all Agents in your account. To view data for a specific Agent, click the All Agents drop-down at the top of the page and select the desired Agent. The overview chart and status summary will update accordingly.
Filtering by Agent is particularly useful when you manage multiple campaigns or integrations under separate Agents and need to isolate the performance of a specific one.
Chart and download options
The overview chart supports two display modes, which you can switch between using the icons in the top-right corner of the chart panel:
- Line chart: Displays the message count for each status as a continuous line plotted against the date axis.
- Bar chart: Displays the message count for each status as verticals bars plotted on the date axis.
- Tabular format: Displays the exact count for each status broken down by date. This is useful when you need precise numbers for a specific day rather than a visual trend.
You can also export the data shown in the chart for offline analysis or reporting. To download the chart:
- Select the desired chart-view option (line chart or tabular) from the top-right corner of the chart.
- Click the download icon and choose the preferred format from the list.
The supported download formats are JPEG, PNG, SVG, CSV, and PDF.