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LibAnswers statistics: Analyze your SMS usage

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Your SMS statistics allow you to analyze how many text messages you've sent and received through LibAnswers. You'll find several reports available, including:

  • The overall summary is broken down by time period, messages sent, messages received, and auto-responses sent.
  • The distribution of incoming and outgoing messages by month, day of the week, hour of the day, and day/hour.
  • A list of all matching SMS conversations for the selected date range, including the date, time, and transcripts.

To access these reports, go to Stats > SMS.

Note: you can only view SMS stats for those queues in which you have Regular or Admin access.

Navigating to the SMS Usage from the Stats menu

SMS usage summary

The SMS usage summary appears at the very top of the page. This table provides the total number of messages sent and received for each SMS number in your system, as well as the number of SMS auto-responder messages sent. This is presented as a combined total for all SMS numbers during the lifetime of your LibAnswers system, as well as individual totals for each SMS number during the current license period (the expiration month will be displayed in parentheses).

  • The SMS Number column will include a row for each individual SMS number in your system, with its assigned queue listed in parentheses. The first row will always be a combined total of all SMS numbers.
  • The Time Period will indicate the date range for each row. The first row will always cover the lifetime of your LibAnswers system, while the rows for individual SMS numbers will be for the current license period (the last month will be listed in parentheses).
  • The Allowed Messages column will list the number of SMS messages allowed with your license(s).
  • The Received column will list the total number of SMS messages sent from patrons to your LibAnswers SMS number(s).
  • The Sent column will list the total number of SMS messages sent from LibAnswers to external numbers. This will include messages sent in response to tickets, as well as those sent directly via the Answers > Create > SMS page.
  • The Total column is the sum of the Received, Sent, and Auto Resp columns.
The SMS Usage summary table

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Distribution reports

LibAnswers provides several distribution reports that allow you to analyze your incoming and outgoing messages over time.

Above the distribution reports, you'll find options to filter them by Time PeriodMessage Type, and Sender

  1. The Time Period filter provides a start date (From) and end date (To) field. Click in those fields and use the date pickers to limit your reports by date.
  2. The Message Type dropdown allows you to choose which types of messages to include in your reports.
    • All user questions: this will show a total number of incoming and outgoing SMS messages.
    • Direct messages: this will show messages sent directly via the Answers > Create > SMS page.
    • SMS keywords: this will show messages sent automatically in response to your SMS keyword triggers.
    • Auto-responders: this will show the automatic replies sent during your designated auto-responder hours.
    • Comparisons: unlike the All User Questions option, which just shows the total number of incoming and outgoing messages, this allows you to compare message types side-by-side in a single report.
  3. The Sent by dropdown allows you to limit the reports to SMS messages sent by a specific user.
  4. The Generate Report button will update the distribution reports to reflect your selected filters.
  5. Click the Export to Excel button to download a CSV file containing the monthly, daily, and hourly data tables.
SMS usage statistics filters

Monthly Breakdown

The Monthly Breakdown report lists the total number of messages sent and received during each month of the reporting period.

Example of a Monthly Breakdown report

Daily Distribution

The Daily Distribution report lists the total number of messages sent and received by day of the week. This can help you see which days of the week tend to be most active.

Example Daily Distribution report

Hourly Distribution

The Hourly Distribution report lists the total number of messages sent and received by hour of the day. This can help you identify which times of day tend to be most active.

Example Hourly Distribution report

Daily/Hourly Distribution Table

The Daily/Hourly Distribution Table report lists the total number of messages sent and received each hour of each day of the week. This combined report can help you see which days and times are most active.

Example Daily/Hourly Distribution table

Messages that Received Keyword Responses

If you filter your report by the SMS Keywords message type, you'll also see the Messages that Received Keyword Responses table. This allows you to see how many times each keyword was received.

Example Messages that Received Keyword Responses table

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View matching SMS messages

If your report is filtered by the All User Questions or Direct Messages message type, you'll be able to view a list of all message transcripts included in your report. Click the View the List of Q/A matching this criteria button at the bottom of the page.

The individual SMS messages will be grouped together, based upon the reply threading interval in each queue's SMS settings, with each conversation sorted from newest to oldest. The Questions/Answers/Replies column will display the transcript for each conversation, with each patron message labeled with a Q and each staff reply labeled with an A. (Note: the numbers in the ID column are not ticket IDs.)

  1. Use the pagination options to navigate between pages of results (50 messages per page).
  2. Click on the Export to Excel button to export the entire list of conversations to a CSV file.
Example list of matching SMS messages

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