The SMS Performance Dashboard provides visibility into customer keyword responses and common response trends using summary metrics, distribution charts, and a word cloud.
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:
STOP Responses
Displays the total number of STOP keyword responses.
For example shown : 7 STOP responses
STOP Response Rate
Percentage of total keyword responses that are STOP.
For example: 12.96%
HELP Responses
Displays the total number of HELP keyword responses.
For example: 17 HELP responses
HELP Response Rate
Percentage of total keyword responses that are HELP.
For example : 31.48%
Keyword Response Distribution
Locate the Keyword Response Distribution donut chart.
Review the breakdown of:
STOP
HELP
Others
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
Scroll to the Word Cloud
Review the displayed keywords (for example: help, optout, pay now, 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.
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.