Audit Reports

Audit Reports in SmarterTrack give managers detailed insight into how agents and departments are performing across tickets, live chats, and calls. These reports cover everything from agent activity levels, response times, and time logs to abandoned chats, transfers, and ticket attachment sizes. By reviewing these reports, administrators can monitor workloads, track productivity, identify gaps in coverage, and maintain accountability, all while ensuring that customer interactions are being handled efficiently and effectively.

To access Audit Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Audit Reports will display, with all available report categories listed in the left-hand navigation panel.

To view audit-related reporting, expand the Audit Reports section to see the different report types available as described below.

• 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.
• Abandoned Live 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 Web Sessions - Shows the Web sessions for a single agent or multiple agents during a set time period. A "session" is logged every time an agent accesses a page. However, in order for a time to be logged for the session, an action needs to occur: a postback to the page is initiated or an agent navigates to a new page. Therefore, if there are several 0m 0s sessions, that means the agent accessed a page but didn't take any action on it. Regardless, 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.
• Ticket Attachment Size - Shows tickets based on the total size of all files attached to a ticket, in Bytes. Each ticket is linked so it can be opened and reviewed, as needed. Other details include the Group and Agent as well as the date the ticket was opened and its current status (i.e., Active, Waiting, etc.).

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.
• Chat Number - The identifier for the live chat.
• Department - The specific department.
• Date - The time frame during which the event occurs.
• Duration - The length of time a specific thing took. (E.g., a logged phone call.)
• Elapsed Time - The total amount of time the agent was logged into SmarterTrack.
• Email Address - The customer's email address.
• Event - What occurred to cause the log creation.
• 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.