Reports Overview

The Reports page provides a centralized view of system activity, performance, and usage trends across SmarterTools products. To access Reports, log in to the SmarterTrack management interface as a System Administrator, click More from the top menu, and select Reports from the dropdown. The Reports page will open with all available report categories listed in the left-hand navigation panel, giving administrators quick access to the data they need for monitoring and analysis.

Audit Reports: Provide detailed tracking of agent and group activity, including sessions, time logs, and system changes.

Agent-Group Activity: Shows activity levels of agents across different groups.
Abandoned Live Chats: Lists chat sessions ended by users before resolution.
Agent Web Sessions: Tracks login sessions and durations for agents.
Call Time Logs: Displays time spent handling calls.
Chat Time Logs: Displays time spent in live chat interactions.
Coverage Time: Measures periods when agents are available to cover requests.
Deletions: Logs items deleted within the system.
Ticket Time Logs: Records time spent working on tickets.
Transfers: Shows details of tickets, chats, or calls transferred between agents/groups.
Ticket Attachments Size: Reports on storage use from ticket attachments.

Calls: Summarize call volume, duration, and trends over time.

Overview: Shows total calls handled.
Overview Trend: Tracks call activity changes across a period.

Canned Replies: Measure usage and effectiveness of predefined responses.

Contribution: Tracks new canned replies created by agents.
Contribution Trend: Shows reply creation over time.
Popularity: Displays most-used canned replies.
Popularity Trend: Tracks changes in reply usage patterns.

Cost Reports: Analyze support costs by channel to understand expenses.

Overview: Displays total support costs.
Overview Trend: Shows changes in costs over time.
Call Cost Breakdown: Details costs for call handling.
Call Cost Trend: Tracks call-related cost fluctuations.
Live Chat Cost Breakdown: Details costs of chat interactions.
Live Chat Cost Trend: Shows live chat cost changes.
Ticket Cost Breakdown: Analyzes costs per ticket.
Ticket Cost Trend: Tracks ticket-related cost trends.

Community: Monitor participation and activity within community forums.

Agent Activity Overview: Shows overall agent engagement.
Agent Activity Trend: Tracks agent community activity over time.
User Activity Overview: Summarizes user participation.
User Activity Trend: Tracks changes in user contributions.

Knowledge Base: Track content creation, search behavior, and article engagement.

Contribution: Reports on new articles created.
Contribution Trend: Shows article creation patterns.
Article Popularity: Displays most-viewed articles.
Popularity Trend: Tracks article view trends.
Searches: Lists search terms entered by users.
Searches Trend: Shows search frequency trends.
Searches without Results: Identifies failed or empty searches.

Live Chat: Provide insights into chat volumes, response times, and outcomes.

Overview: Summarizes total chat activity.
Overview Trend: Tracks chat activity over time.
Incoming Messages: Reports messages from customers.
Incoming Messages Trend: Tracks customer message trends.
Incoming Response Times: Measures agent response speed.
Incoming Response Times Trend: Tracks changes in response times.
Incoming Abandonment: Shows chats abandoned by customers.
Incoming Abandonment Trend: Tracks abandonment changes.
Outgoing Messages: Reports messages sent by agents.
Outgoing Messages Trend: Tracks agent message trends.
Outgoing Response Times: Measures speed of outgoing agent replies.
Outgoing Response Times Trend: Tracks response time changes.
Outgoing Performance: Evaluates effectiveness of outgoing chats.
Outgoing Performance Trend: Shows performance changes over time.
Outgoing Results: Summarizes outcomes of outgoing chats.
Outgoing Results Trend: Tracks outcome patterns.

News: Evaluate engagement and contribution to news items.

Contribution: Reports on new news items created.
Contribution Trend: Tracks creation over time.
Popularity: Displays most-read news posts.
Popularity Trend: Tracks popularity changes.

Survey Results: Analyze customer feedback through survey responses.

Conversion Rate: Measures completed surveys.
Conversion Rate Trend: Tracks survey completion trends.
Performance: Summarizes survey results.
Performance Trend: Shows changes in survey outcomes.
Answers: Displays responses to survey questions.
Results: Provides overall survey results.
Breakdown: Offers detailed survey data analysis.

Tickets: Track volume, response, and handling of tickets.

Overview: Summarizes ticket activity.
Overview Trend: Tracks ticket trends over time.
New Ticket Sources: Lists sources of new tickets.
New Ticket Source Trend: Tracks source trends.
Re-opened Ticket Sources: Shows tickets reopened by source.
Re-opened Ticket Source Trend: Tracks reopening trends.
Statuses: Summarizes ticket status distribution.
Status Trend: Tracks status changes.
Response Times: Measures how quickly tickets are answered.
Response Times Trend: Tracks response time changes.
Words Per Response: Reports on length of agent replies.
Handling: Summarizes how tickets are managed.
Handling Trend: Tracks ticket handling trends.
Workload: Shows workload distribution among agents.
Workload Trend: Tracks workload changes.

Time Logs: Compare time spent handling different types of work.

Call Overview: Displays total time spent on calls.
Call Overview Trend: Tracks call time over periods.
Live Chat Overview: Summarizes time spent in live chats.
Live Chat Overview Trend: Tracks chat time trends.
Ticket Overview: Reports time spent on tickets.
Ticket Overview Trend: Tracks ticket time usage over time.

The practice of routinely generating and evaluating reports provides the business intelligence companies need to uncover problems, establish policies, and accurately measure results. SmarterTrack helps managers spot trends and improve employee performance with powerful reports that can be scheduled for email delivery to targeted audiences. At the top of the Reports page, administrators can filter by date ranges, generate or export reports, and print results for recordkeeping, while the main pane displays detailed report data such as agent activity, group associations, and events with sortable columns for deeper analysis.

note: It is possible for previous or deleted agents to be displayed in some reports. This is because these agents had, at one time, been part of a communications chain. For example, if a deleted agent still shows up in a Ticket Handling report, it's because a ticket they were involved with is still in an Active or Waiting status.

Report Options

Each report has a number of options that are available to help further customize the data that is returned in a report as well as modify how that report data is presented. In general, the following options are available at the top of the content pane for each report:

Generate Report - Re-runs any report using the configured options.
Email - Allows an agent to send a specific report to a number of recipients.
Export - Allows an agent to export the data contained in a report in either tab delimited or comma separated value (CSV) format.
Set Dates - Allows an agent to utilize a pre-selected set of dates for a report. By default, the last 7 days is used for all reports when they initially load.
Print - Allows an agent to print out a report.

The following options allow the individual viewing a report to modify how data is presented. Some reports may offer all of these options while others may offer a smaller set of options based on the type of data returned.

Date Range - Allows an agent to select a custom date range for each report.
Chart - Allows an agent to select the type of chart that represents the data presented.
Sort - Changes the sort order of the data presented and presents which column to use for the sort.
Group By - Selects how the data is grouped together in the report. Examples include by hour, by week or by day.
Filter - Filters can be applied to help narrow down how data is presented in a report. For example, for trend reports agents can filter data based on department, group or agent. Summary reports can be filtered at an even more granular level.
Rows - Most reports offer a Rows selector. This is to specify how many rows of data to return for that report. SmarterTrack reports will only return the number of rows you specify, and does not use pagination or any other method to "hide" or over-return results. This is done for a couple of reasons: 1) Returning ALL information that falls within a specific timeframe could take an inordinate amount of time for the information to be displayed, especially for larger installations, and 2) pagination can't be reflected in email reports. Since almost all reports can be emailed to others outside of SmarterTrack, the format for the reports needs to be taken into account for that emailed report.

Custom Reports

Report items can be grouped and filtered to create custom reports. With summary, trend, and custom reporting, SmarterTrack provides managers with the information they need to make educated business decisions.

note: Report availability may vary by role and/or permissions.

Summary and Trend Reports

SmarterTrack includes more than 70 predefined summary and trend reports:

Summary reports can be used to evaluate performance of individual products, departments, or agents over days, weeks, or months. Summary report data is most often represented using a bar graph. For example, a manager would use a summary report to determine which agent had the heaviest ticket workload during a particular month.
Trend reports can be used to detect performance trends over time. Trend report data is most often represented using a line graph. For example, a support manager would use a summary report to determine which business days yielded the most support requests during the first quarter.