News Reports

The News reports provide valuable insight into how knowledge and updates are being created, maintained, and consumed within the system. Contribution reports track agent activity, such as adding, editing, reviewing, flagging, or deleting news items, over a selected time period, helping managers measure participation and content upkeep. Popularity reports, on the other hand, highlight which news items receive the most attention from visitors and search engines, making it easier to identify trending topics and ensure important content reaches the widest audience. Together, these reports help organizations monitor both the effectiveness of their team’s efforts and the engagement of their users.

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

Contribution - Shows the number of news items an agent has created, edited, reviewed, flagged, or deleted during a set time period.
Popularity - Shows the most viewed news items by hits and visitors during a set time period. This report is useful for detecting which news items are popular.

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

Agent - The specific agent.
News Date - The time frame during which the event occurs.
News Added - The number of news items added to the system.
News Deleted - The number of news items deleted from the system.
News Edited - The number of news items edited in the system.
News Flagged - The number of news items flagged for review in the system.
News Reviewed - The number of distinct news items reviewed by agents.
Average News Items Viewed - The average number of news items a portal visitor viewed after conducting a search.
News Date - The date the news item was published.
Spider Visits - The number of unique search engine spiders that crawled a particular news item.
Subject - The title of the news item.
Total Visits - The total number of portal visitors that viewed a particular news item.
User Visits - The number of unique portal visitors that viewed a particular news item.

News Trend Reports

The News Trend Reports provide valuable insight into how news items are created, managed, and consumed within the system. Contribution Trend reports track activity such as items added, edited, reviewed, flagged, or deleted over time, while Popularity Trend reports highlight which news articles receive the most attention from visitors. Depending on the report selected, administrators can view detailed metrics including the number of news items added, deleted, or edited, items flagged for review, reviews completed by agents, and the volume of unique visitors viewing specific articles.

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

note: For information on the options available for each report listed, see the Reports Overview.

Contribution Trend - Shows the number of news items created, edited, reviewed, flagged, or deleted over time.
Popularity Trend - Shows the most viewed news items by hits and visitors over time.

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

News Added - The number of news items added to the system.
News Deleted - The number of news items deleted from the system.
News Edited - The number of news items edited in the system.
News Flagged - The number of news items flagged for review in the system.
News Reviewed - The number of distinct news items reviewed by agents.
Visitors - The number of unique portal visitors that viewed a particular news item.

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.