SmarterTrack 12.x Help

Active Groups

In order for a ticket or live chat to be assigned to an agent or for a VoIP call to make it to an agent's SmarterTrack Communicator, the agent must be logged into SmarterTrack and their status must be set to receive tickets, live chats and/or VoIP calls for the corresponding group. If all agents either are logged out or are not receiving tickets, live chats and/or calls through SmarterTrack Communicator, the ticket or live chat will be directed to the queue whereas phone calls will be handled based on the ruleset created inside the phone server. For this reason, it is imperative that agents check their status upon logging in or prior to logging out and ensure they are active in the groups they are going to be working in.

The Active Groups popup gives agents the ability to quickly view all of the groups they belong to. Agents can also start and stop activity for live chats, tickets and VoIP calls from this popup. If an agent is part of a group but excluded from a particular communication method, "N/A" will appear next to the group name versus a checkbox.

To help make this process simple and automatic, the Active Groups popup displays in the management interface upon login. It can also be accessed at any time by clicking the Active Groups link in the Available/Unavailable menu item in the upper right corner of the management interface.

In general, the following columns will be avilable:

  • Department - The name of the department. For example, sales, support, or billing.
  • Group - The name of the group.
  • Live Chats - If live chats are enabled for a group, this column will have a checkbox. To start receiving chats for a particular group, select the appropriate live chats checkbox. To stop receiving chats for a particular group, uncheck the appropriate live chats checkbox.
  • Tickets - If tickets are enabled for a group, this column will have a checkbox. To start receiving tickets for a particular group, select the appropriate tickets checkbox. To stop receiving tickets for a particular group, uncheck the appropriate tickets checkbox.
  • VOIP - If an agent is using SmarterTrack Communicator and a VoIP account is set up and enabled for a group, this column will have a checkbox. To start receiving SmarterTrack Communicator VoIP calls for a particular group, select the appropriate VoIP checkbox. To stop receiving VoIP calls for a particular group, uncheck the appropriate VoIP checkbox.

Click OK to update the agent status.

Available/Unavailable

To temporarily stop receiving live chats, select Unavailable in the upper right corner of the management interface. When an agent is set to Unavailable, the link will display "Unavailable". Note: When agents set themselves to Unavailable, they will not receive any new live chats, but existing live chats will stay in their possession.

To begin receiving live chats again, select Available from the dropdown. If the link displays "Available," the agent can now receive new live chats.