SmarterTrack 14.x Help

Canned Reply Reports

To access canned reply reports, click the reports icon. Then expand the Summary Reports and Canned Replies folders. The following canned reply reports are available:

  • Canned Reply Contribution - Shows the number of canned replies an agent has created, edited, review, flagged, deleted, or inserted into tickets during a set time period. This report is useful for identifying how much or how little an agent uses canned replies in ticket responses and summarizes each agent's contribution towarnds the contents of the canned reply system.
  • Canned Reply Popularity - Shows the number of times a canned reply was used and the number of agents that used each canned reply during a set time period. This report is useful for detecting which canned replies are frequently used and which canned replies should be phased out.
  • Canned Reply Created - Shows the number of canned replies created during a set period of time. This report is useful because it provides an audit trail of all canned replies created by agents during a time period.
  • Canned Reply Modified - Shows the number of canned replied edited during a set period of time. This report is useful becauase it provides an audit trail of all canned replies edited by agents during a time period.
  • Canned Reply Events - Shows the number of times canned replies were created, edited, reviewed, flagged, or deleted during a set time period. This report is useful because it provides a full audit trail of all administrative actions in the canned reply system during a time period.
  • Flagged Canned Replies - Shows the number of canned replies currently flagged for review. Note: This report is not date-specific and always shows the replies that are currently flagged.
  • Stale Canned Replies - Shows the number of stale canned replies currently in the system. Note: This report is not date-specific and always shows the replies that are currently stale.

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

  • Agent - The specific agent.
  • Agents Using Reply - The number of agents that used a particular canned reply.
  • Date - The time frame during which the event occurs.
  • Event - The event that pertains to the canned reply.
  • Replies Added - The number of canned replies added to the system.
  • Replies Deleted - The number of canned replies deleted from the system.
  • Replies Edited - The number of canned replies edited in the system.
  • Replies Flagged - The number of canned replies flagged for review in the system.
  • Replies Inserted into Tickets - The number of distinct canned replies inserted into ticket responses.
  • Replies Reviewed - The number of distinct canned replies reviewed by agents.
  • Subject - The name of the canned reply.