The SMS Performance Dashboard provides visibility into customer keyword responses and common response trends using summary metrics, distribution charts, and a word cloud. The Keyword Responses dashboard provides visibility into recipient keyword interactions with SMS and MMS messages. Use this section to monitor subscription status changes and support-related requests.
All inbound responses, including responses sent as MMS, are processed and reported as SMS responses. As a result, both SMS and MMS replies are reflected only in the SMS Dashboard and are included in Keyword Responses and the Word Cloud.
On the SMS Performance Dashboard select Keyword Responses tab.
Summary Metrics
For compliance and opt-out tracking, STOP and HELP responses are fully captured regardless of reply format.
In the Summary Metrics section, review the aggregated response data:
Total Keyword Responses: Displays all keyword responses received, including valid and invalid entries. For example- 21
Total Valid Responses: Displays responses that match supported keywords. For example- 11
OPTOUT Responses: Shows the number of recipients who requested to opt out of messaging. For example- 3
UNSTOP Responses: Shows the number of recipients who requested to resume messaging after opting out. For example- 3
HELP Responses: Shows the number of recipients who requested assistance or additional information. For example- 5
Response Rates:
Total Valid Response Rate: Displays percentage of responses with valid keywords. For example- 52%
Response Rate= ( Particular Responses / Total Valid Responses) × 100
For example: OPTOUT Response Rate
Total Valid Responses: 11
(Valid responses include UNSTOP, OPTOUT, and HELP.)
OPTOUT Responses: 3
OPTOUT Response Rate = (3 ÷ 11) × 100 = 27.27%
UNSTOP Response Rate: 27.27%
HELP Response Rate: 45.45%
Keyword Response Distribution
Locate the Keyword Response Distribution donut chart.
Review the breakdown of:
UNSTOP
HELP
Others
OPTOUT
Hover over any section of the donut chart to view the total number of responses associated with that specific keyword category.
This interaction allows users to quickly identify response volume for each keyword type without leaving the dashboard.
Word Cloud
The Word Cloud includes valid (in green) and invalid (in orange) keywords.
Scroll to the Word Cloud
Review the displayed keywords (for example: help, optout, fish, unstop).
Words are generated from all inbound message content
Hover over any keyword to view the total number of responses associated with that specific keyword.
SMS Delivered Activity
Shows when SMS messages are successfully delivered across different days and times, helping you identify peak engagement windows.
The chart uses a blue heatmap to show SMS delivery volume by day and hour:
Light cyan: few SMS messages delivered, close to 0.
Medium blue: moderate delivery volume.
Dark blue: high delivery volume.
Gray: No data available- not necessarily zero deliveries.
The number inside each cell is the exact SMS count.
For example: The dark-blue cell for Wednesday at 9:00 represents 21 SMS deliveries.
NOTE: The XCC Dashboards continue to evolve with the recent addition of a Keyword Response tab and Keyword response word cloud. We continue to iterate on the dashboards adding and enhancing features in each release.