SmarterTrack Help

Community Reports

To access community reports, click the reports icon. Then expand Trend Reports and then Community. The following canned reply 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.

  • Employee Activity Trend - Shows the number of Community posts, Threads and answers given by employees during a set time period.
  • User Activity Trend - Shows the number of Community posts, Threads and answers given by Users during a set time period.

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

  • Day - The day of the week within the report's timeframe.
  • Thread Posts - The number of Thread Posts created, either by Employees or Users.
  • Threads Created - The number of new Threads created, either by Employees or Users.
  • Posts Marked as Answer - The number of posts that were marked as the Answer to a question, either by Employees or Users.