Community Reports

The SmarterTrack Community is an online forum that connects customers, end users, and support agents in one place. It provides a space for users to ask questions, share experiences, and solve problems together, while also allowing businesses to post announcements, gather feedback through idea submissions and voting, and recognize active contributors. Integrated with SmarterTrack’s help desk, knowledge base, and live chat, the Community helps improve communication, support, and collaboration across the entire customer base.

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

Agent Activity Overview - Shows the number of Community posts, Threads and answers given by agents during a set time period.
User Activity Overview - Shows the number of Community posts, Threads and answers given by Users during a set time period.

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

# - The "rank" of the specific Agent or User.
Agent/User - The name of the Agent or User.
Thread Posts - The number of Thread Posts created, either by Employees or Users.
Threads Created - The number of new Threads created, either by Employees or Users.
Posts Marked as Answer - The number of posts that were marked as the Answer to a question, either by Employees or Users.

Agent & User Activity Trends Reports

The Agent and User Activity Trend reports provide valuable insight into how both agents and users are engaging within the community. The Agent Activity Trend tracks the number of posts, threads, and answers contributed by agents over a selected time period, helping managers measure support participation and responsiveness. The User Activity Trend captures the same metrics for community users, making it easy to evaluate customer involvement, identify active contributors, and monitor overall engagement levels in the forum.

Agent Activity Trend - Shows the number of Community posts, Threads and answers given by agents during a set time period.
User Activity Trend - Shows the number of Community posts, Threads and answers given by Users 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.
Thread Posts - The number of Thread Posts created, either by Employees or Users.
Threads Created - The number of new Threads created, either by Employees or Users.
Posts Marked as Answer - The number of posts that were marked as the Answer to a question, either by Employees or Users.

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.