SmarterTrack 12.x Help

Audit Reports

To access audit reports, click the reports icon. Then expand the Summary Reports and Audit Reports folders. The following audit reports are available:

  • Abandoned Chats - Shows details about live chats that were started but an agent failed to respond. Abandoned chats are closed by the end user without any interaction from an agent.
  • Agent-Group Activity - Shows up-to-date information on every agent's activity level by their group and by function. For example, when agents initially log in to tickets and/or live chats, when they go unavailable, when they log out and more. As the information is updated essentially "on the fly", using this report and continually generating it is a good way to stay on top of what agents are doing, when they're going away from their keyboards and more.
  • Agent Web Sessions - Shows the Web sessions for a single agent or multiple agents during a set time period. This report is useful for monitoring the activity of staff. Note: Sessions within three minutes of one another are joined and considered the same session for reporting purposes.
  • Call Time Logs - When time logs are added to call logs, this report shows the amount of time agents spent working with customers via phone calls. Note: Only calls with time logs are included in this report.
  • Chat Time Logs - When time logs are added to live chats, this report shows the amount of time agents spent working with customers via live chat. Note: Only chats with time logs are included in this report.
  • Coverage Time - Shows the number of hours and minutes that are covered by at least one active agent for each department or group during a set time period. Chat and ticket coverage are reported separately because agents can become active in those areas separately. This report can be grouped by employee as well, for greater detail.
  • Deletions - Shows the number of deleted tickets and/or live chats currently in the system. Deleted items can be accessed via Advanced Search for both tickets and chats. Note: Purged items are not included in this report. SmarterTrack automatically purges deleted items after 30 days.
  • Ticket Time Logs - When time logs are added to tickets, this report shows the amount of time agents spent working with customers via tickets. Note: Only tickets with time logs are included in this report.
  • Transfers - Shows details about tickets and/or live chats that were transferred in to, or out of, various departments/groups. It is also possible to group this report by Employee, so managers can see which agents are transferring the most tickets.

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

  • Agent - The specific agent.
  • Billable - Indicates whether the time log hours (for tickets, chats or calls) are considered billable hours.
  • Category - The master category that the time log is assigned to.
  • Live Chat Coverage Percent - The percentage of business hours that a department's live chat is covered by at least one active agent.
  • Live Chat Coverage Time - The total amount of time live chats are available.
  • Department - The specific department.
  • Date - The time frame during which the event occurs.
  • Elapsed Time - The total amount of time the agent was logged into SmarterTrack.
  • Email Address - The customer's email address.
  • Group - The specific group.
  • Incoming Chat Transfers - The total number of live chats transferred to a specific department from another department.
  • Incoming Ticket Transfers - The total number of tickets transferred to a specific department from another department.
  • Name - The customer's name.
  • Outgoing Chat Transfers - The total number of live chats transferred from a specific department to another department.
  • Outgoing Ticket Transfers - The total number of tickets transferred from a specific department to another department.
  • Subject - The title of the time log.
  • Ticket Coverage Percent - The percentage of business hours that a department has at least one active agent available to receive tickets.
  • Ticket Coverage Time - The total amount of time that a department has at least one active agent available to receive tickets.
  • Time In - The time the agent logged into SmarterTrack.
  • Time Out - The time the agent logged out of SmarterTrack. Note: If the agent is logged in when the report is created, the time out will reflect the current time.
  • Total Calls Deleted - The total number of deleted call logs currently in the system. Note: Purged call logs are not included in this report.
  • Total Chats Deleted - The total number of deleted live chats currently in the system. Note: Purged live chats are not included in this report.
  • Total Tickets Deleted - The total number of deleted tickets currently in the system. Note: Purged tickets are not included in this report.
  • Wait Time - The amount of time that has elapsed since the agent last responded to the ticket or live chat.
  • User - The specific agent.