8x8 Contact Center supervisors can monitor traffic in chat queues that handle SMS interactions. From your 8x8 Agent Workspace supervisor account, go to Menu 
> Monitoring.
Select the Queue Monitoring tab to check out the number of interactions entered, accepted, rejected, or abandoned by an agent for each queue, including the chat queue that processes SMS interactions. This data is available in real-time, for the past 30 minutes, and for the day.
In the 8x8 Contact Center Analytics application, you can track historical data for SMS interactions based on queues and agents.
In the Queue dashboard: Select a specific chat queue for SMS interactions and track the number of interactions entered, accepted, or abandoned in the queue.
In the Agent Performance dashboard: Select a specific chat queue for SMS interactions and track the number of interactions offered, accepted, or rejected by each agent serving the queue.
