Time Log Trend Reports

To access time log trend reports, click the reports icon. Then expand the Trend Reports and Time Logs folders. The following time log 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.

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.