Are SMS campaigns supported in the Dialer reports?

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Study for the Genesys Cloud Reporting and Analytics Test. Study with flashcards, multiple choice questions, and detailed explanations to enhance your exam readiness. Master the art of data reporting and analytics with confidence.

Multiple Choice

Are SMS campaigns supported in the Dialer reports?

Explanation:
The key idea is that Dialer reports are built to track outbound voice dialing activity, not SMS activity. SMS campaigns use the Messaging channel and have their own set of reports separate from the Dialer. Because the Dialer data model only captures telephony events (calls, connect attempts, outcomes, etc.), SMS data doesn’t feed into Dialer reports, and there isn’t an option to toggle it in. To analyze SMS campaigns, you’d use Messaging/Outbound SMS reports that are designed for delivery, responses, and other SMS-specific metrics.

The key idea is that Dialer reports are built to track outbound voice dialing activity, not SMS activity. SMS campaigns use the Messaging channel and have their own set of reports separate from the Dialer. Because the Dialer data model only captures telephony events (calls, connect attempts, outcomes, etc.), SMS data doesn’t feed into Dialer reports, and there isn’t an option to toggle it in. To analyze SMS campaigns, you’d use Messaging/Outbound SMS reports that are designed for delivery, responses, and other SMS-specific metrics.

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