Time Log Trend Reports

To access Time Log Trend Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Time Log Trend 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.

Call Overview Trend - Shows an overall view of the organization's time log usage for calls 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.
Chat Overview Trend - Shows an overall view of the organization's time log usage for live chats 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.
Ticket Overview Trend - Shows an overall view of the organization's time log usage for tickets 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:

Total Billable Time Logged - The total amount of billable time logged.
Total Billable Time Logs - The total number of billable time logs that occured.
Total New Billable Call Time Logs - The total number of billable time logs created.
Total New Time Logs - The total number of new time logs created.
Total Time Logged - The total amount of billable time that occured.

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.