While asking about the reported number of SMS that had been sent (we thought it was a metric for that), we got the answer that the metric only shows how many times an agent had been working on SMS as an interaction. It is important to see how often an agent is working on SMS interactions but it is also important to have the number of SMS that had been sent in a period.
If you want to control e.g. the billing of an SMS-Provider and the number of SMS that had been sent in a period, you can’t do that.
Maybe you are thinking in the same way that each interaction needs a reliable counter to check against billing, or having a rate of returns on the SMS`es. Plus, having meaningful reports.
I like to hear what you think about that.
Regards
Werner
