Time Log Reports

The Time Log reports provide high-level insights into how an organization manages its support operations across calls, live chats, and tickets. These reports highlight overall time log usage and workload patterns during a set period, giving managers an at-a-glance view of company activity. By surfacing trends and workload shifts, they not only offer a quick snapshot of performance but also help identify areas that may require deeper investigation or adjustments in staffing and resources.

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

Call Overview - Shows an overall view of the organization's time log usage for calls during a set time period. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.
Live Chat Overview - Shows an overall view of the organization's time log usage for live chats during a set time period. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.
Ticket Overview - Shows an overall view of the organization's time log usage for tickets during a set time period. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.

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

Total Billable Time Logged - The total amount of billable time logged during the time frame.
Total Billable Time Logs - The total number of billable time logs that occured during the time frame for live chats, calls, or tickets.
Total New Billable Time Logs - The total number of billable time logs created during the time frame.
Total New Time Logs - The total number of new time logs created during the time frame.
Total Time Logged - The total amount of billable time that occured during the time frame.

Time Log Trend Reports

The Time Log Trend reports provide a high-level look at how time is being used across calls, live chats, and tickets over a given period. By presenting activity trends at a glance, these reports help organizations quickly assess overall performance, spot patterns, and determine where deeper analysis with more detailed reports may be needed. This makes them an essential starting point for evaluating workload distribution and identifying opportunities for improvement.

To access Time Log 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. Time Log Trend Reports will display, with all available report categories listed in the left-hand navigation panel.

Call Overview Trend - Shows an overall view of the organization's time log usage for calls over time. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.
Chat Overview Trend - Shows an overall view of the organization's time log usage for live chats over time. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.
Ticket Overview Trend - Shows an overall view of the organization's time log usage for tickets over time. This report is useful because it provides an at-a-glance view of the company and can identify other areas to investigate with other detailed reports.

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

Total Billable Time Logged - The total amount of billable time logged.
Total Billable Time Logs - The total number of billable time logs that occured.
Total New Billable Call Time Logs - The total number of billable time logs created.
Total New Time Logs - The total number of new time logs created.
Total Time Logged - The total amount of billable time that occured.

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.