TL;DR: A Twilio dashboard unifies voice and SMS data so you can monitor delivery rates, call completion, costs, and daily trends in one place. With Bold BI®, teams spot failures faster, manage spending, and make confident, data‑driven decisions.
Introduction
Every call answered and every message delivered shapes the customer experience. From OTPs and alerts to support calls and follow-ups, businesses depend on Twilio to keep communication fast, reliable, and consistent.
But when voice and SMS data are spread across multiple logs and APIs, it becomes harder to spot failures, control costs, and understand performance. That is why tracking the right Twilio metrics and KPIs matters. In this blog, we’ll explore the 12 key Twilio dashboard metrics and KPIs that help teams monitor communication performance, reduce issues, and make better decisions.
Who this guide is for
This guide is for:
- Customer support managers who monitor call volumes, call durations, missed calls, and agent performance to improve customer service operations.
- Marketing teams tracking SMS campaign performance, delivery rates, engagement, and conversions generated through voice calls or text messages.
- Sales teams analyzing call interactions and SMS responses from leads to improve follow-ups and increase conversion rates.
- Operations or business intelligence teams overseeing overall communication activity, costs, and system performance across voice and messaging channels.
- Product and engineering teams monitoring delivery errors, call quality, and API performance to ensure reliable communication services.
- Executives or business leaders who review high-level communication metrics to evaluate customer engagement and operational efficiency.
You’ll learn the key Twilio KPIs and metrics, how Bold BI brings them into a single, interactive dashboard, and how different teams use these insights to improve communication reliability at scale.
What are Twilio dashboard metrics and KPIs?
Twilio dashboard metrics and KPIs are measurable indicators used to evaluate the performance of voice calls and SMS messaging. These metrics help organizations understand communication reliability, message delivery success, call outcomes, operational costs, and usage trends.
A Twilio voice calls and SMS tracking dashboard presents these metrics in a centralized view using KPI cards, charts, and trend lines. This makes it easier for both technical and business teams to monitor communication performance and identify issues quickly.
To learn more, explore our Twilio voice calls and SMS tracking dashboard to see how communication analytics can improve operational visibility.
Next, let’s explore why tracking Twilio communication metrics and KPIs is important.
Why track Twilio metrics and KPIs?
Tracking Twilio communication metrics and KPIs gives organizations better visibility into communication systems and helps them maintain reliable voice and messaging services. The benefits include:
- Monitoring communication reliability: Metrics like message delivery status and call completion show whether customers are receiving messages and calls.
- Managing communication costs: Tracking call and message costs helps control spending and detect inefficient routes.
- Improving operational visibility: Metrics such as total calls, total messages, and duration highlight workload and activity levels.
- Faster troubleshooting: Teams can isolate undelivered messages, failed calls, or unusual patterns immediately.
- Supporting data-driven decisions: Consistent KPI monitoring improves routing efficiency and customer engagement.
To effectively monitor Twilio communication performance, organizations should focus on the most impactful metrics and KPIs. The following are some of the Twilio metrics and KPIs you can consider.
12 Twilio dashboard metrics and KPIs to track
Tracking the right Twilio metrics and KPIs helps organizations measure messaging reliability, communication volume, and operational costs. Below are twelve important metrics to track.
Average call duration
Average call duration measures the typical length of completed calls. This metric helps teams understand interaction patterns and identify unusual increases or declines in call length that may signal service issues or behavior changes.
Total call duration
Total call duration represents the total time spent across all calls during a selected period. It helps organizations estimate call handling workload and assess resource usage.
Total calls
Total calls represent the number of voice calls processed during the reporting period. Monitoring this metric helps teams understand call volume trends and changes in communication demand.
Cost per call
Cost per call calculates the average cost associated with each voice call. If the cost rises unexpectedly, it may indicate inefficient routing, carrier issues, or unnecessary retries.
Cost per message
Cost per message measures the average cost of sending an SMS. Monitoring this metric helps organizations control messaging expenses and optimize message routing.
Total cost of messages
Total cost of messages represents the overall spending on SMS messages during the reporting period.
Total messages
Total messages represents the total number of SMS messages sent (and/or received, depending on your dataset) during the selected period.
Total cost of calls
This metric shows the aggregated spending on voice calls during the selected period. It helps you restructure call flows or switch to cost‑effective routing based on trends.
Messages by delivery status
Messages by delivery status categorizes SMS messages into delivered, received, and undelivered groups. This KPI helps teams quickly evaluate messaging reliability and identify delivery failures.
Calls by completion status
Calls by completion status categorizes calls into completed, failed, or no-answer outcomes. Monitoring this KPI helps teams assess call reliability and identify factors affecting successful communication.
Messages by date
Messages by date displays daily messaging activity over a selected time period, such as the last 15 days. This trend helps organizations spot fluctuations in volume or delivery performance.
Calls by date
Calls by date visualizes daily counts of completed, failed, and unanswered calls. This metric helps teams identify patterns in call outcomes and investigate recurring communication issues.
Tracking these KPIs consistently helps teams identify communication issues early and improve operational monitoring.
Tips for tracking Twilio KPIs effectively
Effective tracking of Twilio metrics and KPIs is essential for improving communication reliability, controlling costs, and maintaining consistent customer experiences. Here are some tips for effective KPI tracking:
- Align KPIs with communication goals: Choose metrics that reflect your business goals, such as improving message delivery, increasing call completion, or reducing communication costs.
- Prioritize critical KPIs: Focus on the most important metrics, such as messages by delivery status, calls by completion status, cost per call, and cost per message.
- Monitor KPIs regularly: Review Twilio KPIs frequently to identify delivery failures, call issues, or unusual cost increases before they affect customers.
- Analyze status-based metrics: Track delivered, undelivered, completed, failed, and no-answer outcomes to quickly identify communication problems.
- Use trend analysis: Monitor messages by date and calls by date to detect recurring activity patterns, unusual spikes, or drops in performance.
- Track communication costs closely: Review total cost of calls, total cost of messages, cost per call, and cost per message to manage budgets and optimize communication spending.
- Review and adjust KPIs regularly: As communication needs change, revisit your Twilio metrics and KPIs to ensure they still align with business priorities and operational goals.
When applied effectively, these metrics provide valuable insights across multiple operational and business scenarios.
Build an interactive Twilio dashboard with Bold BI
With Bold BI®, you can build an interactive dashboard using Twilio data, allowing you to get a more informed view of your metrics. Bold BI easily connects with Twilio data source through secure APIs and flexible data connectors. The Bold BI dashboard designer supports connecting to Twilio web services through the REST API. Therefore, you can fetch real-time data, transform it as needed, and visualize it using a wide range of interactive widgets such as charts, KPIs, and tables.
You can also create a full Twilio dashboard using Bold BI’s Prompt to Dashboard AI analytics feature just by typing a simple request in natural language. It interprets the prompt, connects to Twilio data, and automatically builds a dashboard with relevant widgets and value labels enabled, saving time while reducing reliance on developers or analysts.
To learn how to connect your Twilio data to Bold BI, follow the step-by-step guide provided in our Twilio Dashboard Example with Bold BI blog. Additionally, you can explore our 10 Best Practices for Designing Powerful Dashboards or watch our YouTube video if you are a beginner to start creating your first dashboard with Bold BI easily. Ready to start monitoring Twilio metrics more effectively? Sign up for a free trial of Bold BI and explore how communication analytics can improve your operations.
Frequently asked questions
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Can Bold BI display real-time Twilio data?
Yes. Bold BI can refresh Twilio data frequently for near real-time monitoring.
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Can we segment data by carrier, region, or channel?
Yes. Bold BI supports filtering and segmentation for deeper analysis.
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How does this dashboard help reduce failures?
By surfacing delivery and call issues quickly, teams can identify root causes and resolve problems faster.
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Can we analyze long-term performance trends?
Yes. Bold BI supports weekly, monthly, and multi-year trend analysis.
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Is Twilio data secure in Bold BI?
Yes. Bold BI uses enterprise-grade security features including role-based permissions and authentication options.
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