SmarterTrack Help

Call Trend Reports

To access call log reports, click the reports icon. Then expand Trend Reports and then Calls. The following call log trend reports are available. Note: For information on the options available for each report listed, see the Reports Overiew.

NOTE: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.

  • Overview Trend - Shows a view of the organization's overall call usage over time. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.

Depending on the report selected, the following report items are available:

  • Day - The day of the week within the report's timeframe.
  • Total Calls - The total number of calls that occurred during the time frame.
  • Total Incoming Calls - The total number of incoming calls that occurred during the time frame.
  • Total Outgoing Calls - The total number of outgoing calls that occurred during the time frame.
  • Average Session Length - The average length of the calls in minutes.