Glossary

Acting Agent - Select the agent from the drop down list that added the comment and will trigger this event.

Active Tickets - Enter the number of active tickets that will trigger this event.

Agent - This is an individual who uses SmarterTrack by receiving and responding to tickets and chat.

Agent Assigned - Select the agent from the drop down list that is assigned to the ticket and will trigger this event.

Agents Using Reply - This is the number of agents using the canned reply.

Article Title - Enter a string of words that will trigger this event if found within the title of the KB Article.

Articles Added - This is the number of new articles added to the system.

Articles Deleted - This is the number of articles that have been marked as deleted.

Articles Edited - This is the number of articles that have been modified in the system, not counting ones that have been added or just reviewed.

Articles Flagged - This is the number of articles that have been flagged for needing reviewed.

Articles Reviewed - This is the number of articles that have been marked as reviewed.

Avg. Articles Viewed - This is the average number of articles a person views after conducting a search.

Avg. Follow-Up Response Time - This is the average time that it takes an agent to perform an action that marks the ticket as waiting, closed, or transfers it to another agent or group after the initial response to the customer.

Avg. Incoming Messages per Chat - This is the average number of incoming messages per chat.

Avg. Initial Response Time - This is the number of seconds that it takes from the initial question to the first response from the agent.

Avg. Longest Response Time - This is the longest time that the agent takes to reply to the chat session on average.

Avg. Messages Received Per Chat - This is the average number of messages that are received per chat session.

Avg. Messages Received Per Ticket - This is the average number of messages that have been received per ticket.

Avg. Messages Sent Per Chat - This is the average number of messages that are sent per chat session.

Avg. Messages Sent Per Ticket - This is the average number of messages that have been sent per ticket.

Avg. Outgoing Messages per Chat - This is the average number of outgoing messages per chat.

Avg. Response Time - This is the average time per response that it takes for an agent to reply to the chat.

Avg. Result Count - This is the average number of articles that show up in response to a search.

Avg. Session Length - This is the average length of time that a chat session takes from leaving the queue to the time the session ends.

Avg. Time in Queue - This is the average time that chat sessions wait in the queue before being assigned to an agent.

Avg. Time Open and Active - This is the average amount of time per ticket that it is in the active state.

Avg. Time To Close - This is the average amount of time per ticket that it is in the active state.

Body Text - Enter a string of words that will trigger this event if they are found within the body of the text.

Chat Coverage Percent - This is the percentage of time that chat is being covered within a department by an agent.

Chat Coverage Time - This is the total amount of time chats are made available.

Chat Time Cost - This is the total number of minutes charged for chats as per the formulas set in group configuration.

Comment Type - Select the type of comment inserted from the drop down list to trigger this event.

Customer Email - Enter the email address of a customer that will trigger this event.

Date - This is the time an event took place.

Department - This is the name for an area of your organization (ex. Sales, Support, or Billing)

Elasped Time - This is the total amount of time a user/agent was logged into SmarterTrack.

Estimated Chat Costs - This is the total estimated costs for chats as per the formulas set in group configuration coupled with the hourly rates for your agents.

Estimated Ticket Costs - This is the total estimated costs for tickets as per the formulas set in the group configuration coupled with the hourly rates for your agents.

Estimated Total Cost - This is the total estimated cost for work with tickets and chats by an agent.

Event - This is the specific action that took place.

Flagged for Review - Check this to trigger this event when an articles is “Flagged for Review” by an agent.

Folder - Select the folder from the drop down list that this event will be triggered on.

Group - This is a specific sub-category of a department (ex. Sales level 1)

Hits - This is the number of times a particular item was hit.

Idle Minutes - Enter a number of minutes and if met will trigger this event.

Incoming Chat Transfers - This is the total number of chat that have been transferred into a particular department from another department.

Incoming Ticket Transfers - This is the total number of tickets that have been transferred into a particular department from another department.

Keywords - Enter a string of words that will trigger this event if found within the KB Article.

Marked as Draft - Check this to trigger this event when an article is “Marked as a Draft” by an agent.

Marked as Private - Check this to trigger this event when an article is “Marked as Private” by an agent.

Messages Received - This is the total number of incoming messages.

Messages Sent - This is the total number of outgoing messages.

New Tickets By Agents - This is the total number of new tickets created by an agent (outbound and inbound) through the web interface or web services.

New Tickets By Email - This is the total number of new tickets created by a user that have been sent via email into the system.

New Tickets By Web Interface - This is the total number of new tickets created by a user through the customer portal.

News Item Date - This is the date the news item occurred.

News Items Added - This is the number of news items added to the system.

News Items Deleted - This is the number of news items marked as deleted within the system.

News Items Edited - This is the number of news items that have been modified in the system, excluding those that were added or just reviewed.

News Items Flagged - This is the number of news items that have been flagged for review.

News Items Reviewed - This is the number of news items that have been marked as reviewed.

Old Agent Assigned - Select the agent the ticket was assigned to before it was transferred to trigger this event.

Old Department - Select the department the ticket was assigned to before it was transferred to trigger this event.

Old Group - Select the group the ticket was assigned to before it was transferred to trigger this event.

Outgoing Chat Transfers - This is the total number of chats that have been transferred out of a particular department into another department.

Outgoing Ticket Transfers - This is the total number of tickets that have been transferred out of a particular department to another department.

Pinned to Agent - Check this if the event will be triggered if the ticket is pinned to an agent.

Priority - Select a priority from the drop down list that will trigger this event.

Re-Opened Tickets By Agents - This is the number of tickets that were previously closed and were changed to the active state by an agent.

Re-Opened Tickets By Users - This is the number of tickets that were previously closed and were changed to the active state by a user via email or the customer portal.

Replies Added - This is the number of distinct canned replies added to the system.

Replies Deleted - This is the number of canned replies marked as deleted from the system. Note that once a canned reply is purged, all related data and stats are cleared as well.

Replies Edited - This is the number of distinct canned replies modified in the system, not counting those that were added or just reviewed.

Replies Flagged - This is the number of distinct canned replies that were flagged as needing review.

Replies Inserted into Tickets - This is the number of distinct canned replies inserted into tickets.

Replies Reviewed - This is the number of distinct canned replies that were marked as reviewed.

Search String - This is the most common terms searched.

Searches - This is the number of times a search has been conducted for a particular term.

Status - Select a status from the drop down list that will trigger this event.

Subject - This is the name of the canned reply used.

Summary - Enter a string of words that will trigger this event if found within the Summary of the KB Article.

Ticket Coverage Percent - This is the percentage of time tickets have the ability to be answered in SmarterTrack.

Ticket Coverage Time - This is the total amount of time tickets have the ability to be answered in SmarterTrack.

Ticket Time Cost - This is the total number of minutes charged for tickets as per the formulas set in group configuration.

Tickets Assigned From Queue - This is the number of tickets that were initially created or transferred to the queue and were later assigned to the group, user, or department.

Time Frame - This is the amount of time the report will be grouped by (day, hour, etc.).

Time In - This is the time a user/agent logs into SmarterTrack.

Time In Queue - This is the amount of time a ticket or chat is held within the queue.

Time of Day - Enter the time that this event will be triggered on.

Time Out - This is the time a user/agent logs out of SmarterTrack. Will show current time if still logged into interface.

Times Used - This is the number of times the canned reply was used.

Total Chats - This is the total number of chat sessions that occurred during the time frame.

Total Chats Deleted - This is the total amount of chats that have been deleted from SmarterTrack.

Total Closed Tickets - This is the total number of tickets that have been marked as closed.

Total Estimated Cost - This is the total estimated cost for work with tickets and chats by an agent.

Total Modified Tickets - This is the number of tickets that were changed in any way (status changes, priority changes, messages sent, etc.).

Total New Tickets - This is the total number of new tickets created.

Total Open Tickets - This is the total number of tickets that have been active at any time.

Total Re-Opened Tickets - This is the total number of tickets that were marked as closed and have been changed to the active state.

Total Tickets Auto-Closed - This is the total number of tickets that have been closed by the system after being in the “waiting” state for too long.

Total Tickets Deleted - This is the total amount of tickets that have been deleted from SmarterTrack.

Total Tickets Locked - This is the total number of tickets that have been put into a locked state by agents or the backend system.

Total Tickets Replied To - This is the total number of tickets that agents have sent a reply to.

User - This is the person performing the event.

Visitors - This is the number of unique visitors that viewed a particular item.

Visitors Searching - This is the number of visitors that have searched for a particular term.

Waiting Tickets - Enter the number of waiting tickets that will trigger this event.