Canned Replies Reports

Canned Replies reports provide valuable insight into how canned responses are created and used within your support environment. The Contribution report highlights agent activity with canned replies showing how often they create, edit, review, or insert responses helping managers evaluate individual engagement with the system. The Popularity report focuses on usage trends, showing which replies are most frequently used in tickets or live chats and which may be candidates for retirement. Together, these reports give a clear picture of both agent contribution and the effectiveness of your canned replies.

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

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 towards the contents of the canned reply system.
Popularity - Shows the number of times a specific canned reply was used and the number of it was used in a ticket or a live chat, 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.

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/Chats - The number of distinct canned replies inserted into ticket responses or into active chat.
Replies Reviewed - The number of distinct canned replies reviewed by agents.
Subject - The name of the canned reply.
Times Used - The total number of times a specific canned reply was inserted into a ticket and/or a live chat.

Contribution & Popularity Trend Reports

Contribution and Popularity Trend reports make it easy to see how saved responses are being created and used over time. The Contribution Trend report tracks activity such as creating, editing, reviewing, flagging, deleting, or inserting canned replies into tickets, giving managers insight into how often and in what ways replies are being maintained. The Popularity Trend report shows how frequently canned replies are used and how many agents rely on them, helping teams understand adoption and consistency in customer communications.

Contribution Trend - Shows the number of times canned replies were created, edited, review, flagged, deleted, or inserted into tickets during a set time period.
Popularity Trend - Shows the number of times agents used canned replies and the number of agents using canned replies reply during a set time period.

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

Day - The day of the week within the report's timeframe.
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 Reviewed - The number of canned replies reviewed by agents.
Agents Using Reply - The number of agents that used canned replies.
Times Used - The number of times agents used canned replies.
Replies Inserted into Tickets - The number of canned replies inserted into ticket responses.

note: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.