SmarterTrack 6.x Help

Cost Analysis Reports

To access cost analysis reports, click the reports icon. Then expand the Summary Reports and Cost Reports folders.

Cost reporting is a way to estimate the amount of money that tickets and chats are costing you on a group, department, or user level. They can also be used to track costs by custom field or by end user to identify problem areas. Costs are estimated using a "per hour" amount assigned to each agent. Various activities are given an estimated "minute cost" that is used to estimate the total amount.

The following cost reports are available:

  • Cost Summary - Shows an estimated cost of tickets and live chats by department, group, agent, or customer during a set time period. This report is useful because it allows managers to identify the most expensive areas of a company at a glance.
  • Ticket Cost Breakdown - Shows a breakdown of ticket costs by department, group, agent, or customer during a set time period. This report is useful because it helps identify problem areas or predict budgets.
  • Live Chat Cost Breakdown - Shows a breakdown of live chat by department, group, agent, or customer during a set time period. This report is useful because it helps identify problem areas or predict budgets.
  • Call Cost Breakdown - Shows a breakdown of call logs by department, group, agent, or customer during a set time period. This report is useful because it helps identify problem areas or predict budgets.

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

  • Agent - The specific agent.
  • Department - The specific department.
  • Estimated Call Costs - The total estimated costs for call logs as per the agents' hourly rates.
  • Estimated Chat Costs - The total estimated costs for vs as per the live chat estimates the system administrator set in the group's settings and the agents' hourly rates.
  • Estimated Ticket Costs - The total estimated costs for tickets as per the ticket estimates the system administrator set in the group's settings and the agents' hourly rates.
  • 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.
  • Live Chat Time Cost - The total number of minutes charged for live chats as per the live chat estimates the system administrator set in the group's settings.
  • Messages Received - The total number of live chat or ticket messages received from customers.
  • Messages Sent - The total number of live chat or ticket messages sent by agents.
  • Ticket Time Cost - The total number of minutes charged for tickets as per the ticket estimates the system administrator set in the group's settings.
  • Tickets Assigned From Queue - The total number of tickets that were assigned to an agent after spending time in the queue.
  • Total Calls - The total number of call logs that occurred during the time frame.
  • Total Chats - The total number of live chat sessions that occurred during the time frame.
  • Total New Tickets - The total number of tickets created during the time frame.
  • Total Time - The total number of minutes that agents were on calls during the time frame.