---
title: "Monitor and track SMS interaction metrics"
slug: "aw-monitor-and-track-sms-interaction-metrics"
updated: 2026-07-23T10:07:04Z
published: 2026-07-23T10:07:04Z
canonical: "help.8x8.com/aw-monitor-and-track-sms-interaction-metrics"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Monitor and track SMS interaction metrics

**8x8 Contact Center** supervisors can monitor traffic in chat queues that handle SMS interactions. From your 8x8 Agent Workspace supervisor account, go to **Menu ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-menu.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D) > 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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/monitor-sms-queue.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)

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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/analytics-queue-dashboard-edit-widget.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)
- **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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/analytics-agent-performance-edit-widget.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A30Z&se=2026-11-03T23%3A41%3A30Z&sr=c&sp=r&sig=cgqtRgu9GJAS4LHjudFdgeBzu7LhMljR34cyzQVe1%2FU%3D)

The brand new interface for 8x8 Contact Center agents to receive and process customer interactions.

A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded.

Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.