The Delivery dashboard shows how well your messages are reaching their recipients. It tracks delivery rate, average delivery time, and undelivered message counts, broken down by country, operator, and channel, so you can pinpoint where delivery performance is strong and where it needs attention.
Beta notice: Message Analytics is currently in beta. Features and data presentation may change before general availability.
Explanations
What metrics does the Delivery dashboard display?
The Delivery dashboard covers the following metrics:
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Delivery rate — the percentage of sent messages that were delivered successfully within the selected period
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Average delivery time — the mean time between message submission and delivery confirmation, including minimum and maximum delivery times for the same period
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Undelivered message count — the absolute number of messages that were not delivered, regardless of reason
How is delivery rate calculated?
Delivery rate is calculated as:
Delivered messages ÷ Total submitted messages × 100
A message counts as delivered when a delivery receipt (DLR) confirming delivery is received from the operator. Messages with no DLR, or with a failed or expired DLR status, are counted as undelivered.
Delivery rate figures depend on DLR coverage from operators. In markets where operators do not return DLRs reliably, actual delivery may be higher than the rate shown. This is a known limitation of carrier-level reporting, not a CM.com platform issue.
What breakdown dimensions are available?
You can break down delivery metrics by:
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Country — see delivery rate and times per destination country
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Operator — drill into individual mobile network operators within a country
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Channel — compare delivery performance across SMS, WhatsApp Business, RCS, and other channels
These dimensions can be combined with the filter bar. For example: filter to WhatsApp Business only, then break down by country.
What does the globe view show on the Delivery dashboard?
The globe view on the Delivery dashboard is colour-coded by delivery rate. Countries with strong delivery performance appear in one colour range; countries with low delivery rates appear in a contrasting colour. This gives you an immediate visual signal of where to investigate without needing to scan the table.
The colour scale is relative to your current dataset — it reflects the range of performance within your filtered data, not an absolute global benchmark.
How does average delivery time help me?
Average delivery time tells you how quickly your messages are reaching recipients after submission. The minimum and maximum values show you the spread — a large gap between min and max can indicate operator queuing issues or routing inconsistencies on specific routes. If average delivery time rises sharply for a country or operator, it often precedes a delivery rate drop and is a useful early warning signal.
Configurations
How do I view delivery performance by operator?
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Open Message Insights and navigate to the Delivery dashboard.
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Apply any channel or country filters relevant to your investigation.
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In the breakdown selector, choose Operator.
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The chart and table update to show delivery rate and times per operator within your filtered dataset.
If an operator is not shown, either no messages were routed through them in the selected period, or they are grouped under an "Other" category depending on volume thresholds.
How do I use the globe view to identify problem countries?
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On the Delivery dashboard, switch to the Globe view using the view toggle.
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Countries with delivery issues appear in a warning colour (typically red or orange, depending on the scale).
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Click a country on the globe to apply it as a filter and immediately see that country's detail in the chart and table views below.
Examples
Example 1: Investigating a delivery drop in South Africa
Your support team reports that customers in South Africa are not receiving SMS messages. You open the Delivery dashboard, filter by country: South Africa and channel: SMS, and set the time period to the last 7 days. The delivery rate chart shows a sharp drop starting on 28 April 2026. Switching the breakdown to Operator shows that one specific MNO is responsible for the majority of failures. You take the undelivered count and operator name to the Error dashboard to identify the specific error codes before raising a routing issue with CM.com support.
Example 2: Comparing delivery times across WhatsApp Business markets
You manage WhatsApp Business sends for a logistics company operating in Germany, Spain, and Poland. You filter by channel: WhatsApp Business, set the time period to April 2026, and switch the breakdown to Country. The table view shows that average delivery time in Poland is 3× higher than in Germany and Spain. You flag this for follow-up with your CM.com account manager.
Example 3: Pre-campaign health check across all channels
Before launching a multi-channel campaign in May 2026, you want to verify baseline delivery performance. You set the time period to the previous 30 days, leave all channel and country filters open, and use the globe view to scan for any red or orange countries. Two countries flag as low-performers. You exclude them from the campaign's initial wave and add them to a follow-up batch after routing is confirmed.