News Trend Reports

To access news reports, click the reports icon. Then expand the Trend Reports and News Reports folders. The following news 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 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.