Call Trend Reports

To access Call 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. Call 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.

Overview Trend - Shows a view of the organization's overall call usage 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:

Day - The day of the week within the report's timeframe.
Total Calls - The total number of calls that occurred during the time frame.
Total Incoming Calls - The total number of incoming calls that occurred during the time frame.
Total Outgoing Calls - The total number of outgoing calls that occurred during the time frame.
Average Session Length - The average length of the calls in minutes.

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.