Call Reports

Call Reports give administrators a high-level look at organizational activity and call usage over a selected time period. These reports provide quick, at-a-glance snapshots that highlight overall performance, reveal usage patterns, and help identify trends that may warrant deeper analysis with more detailed reports.

To access Call Log 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 Reports will display, with all available report categories listed in the left-hand navigation panel.

Overview - Shows an overall view of the organization's call usage during a set time period. 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.
Overview Trend - Provides a high-level summary of report data, giving you a quick snapshot of overall activity. This aggregates the total numbers and presents insights across each report, helping you identify patterns and trends over a single day or across a selected time period.

Depending on the report selected, the following report items are available:

Agent - The specific agent.
Average Session Length - The average length of the calls in minutes.
Department - The specific department.
Group - The specific group.
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.

Overview Trend Reports

Overview reports provide a high-level summary of your data, offering a quick snapshot of overall activity across the system. By aggregating totals and surfacing key metrics, these reports make it easy to spot patterns and trends, whether you’re looking at a single day or analyzing performance over a longer time period. This helps administrators and managers gain immediate insight into activity levels and make data-driven decisions more efficiently.

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.