Communication Analytics

Communication Analytics provides a report of how messages are delivered, received, and engaged with across all communication channels, and captures key metrics such as message delivery status, success and failure rates.

This helps measure the effectiveness of enterprise communications and campaigns using real-time and historical data. It supports both technical and non-technical users through intuitive dashboards and reports.

Analytics in Reach are categorized channel-wise. Navigate to Analytics > Communication Analytics. Go to the required channel and click Reports.

Let's see communication analytics for the SMS channel.

To view SMS Text communication analytics, navigate to Analytics > Communication Analytics > SMS Text > Reports

The application displays a dashboard with a summary of reports for all the SMS communications made to date, as illustrated here.

You can quickly narrow down SMS communication using the available search and filter options. These make it easy to analyze only what is relevant, especially when managing multiple campaigns.

The summary tiles give you quick details:

Number of users targeted across the listed SMS communications
Total SMS messages sent
Messages successfully delivered to recipients
Number of clicks generated from SMS links

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Clicking the expand ‘+’ icon next to a communication opens detailed analytics for that specific SMS without leaving the page.

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Clicking the Communication ID displays the count of requests made and a detailed summary of each request, as illustrated here. Furthermore, you can download this report to your local storage and share it among your team members for further discussions.