Community Trends Reports
To access Community Trends Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Community Trends Reports will display, with all available report categories listed in the left-hand navigation panel.
note: For information on the options available for
each report listed, see the Reports Overview.
- 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.
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.
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