Canned Reply Reports

To access canned reply reports, click the reports icon. Then expand Trend Reports and then Canned Replies. The following canned reply reports are available. Note: For information on the options available for each report listed, see the Reports Overview.

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.

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.