SmarterTrack 12.x Help

Active Group Events

Administrators can receive notifications or automate actions based on the following agent status events:

  • Agent Status AFK
  • Agent Status for Live Chat Changed
  • Agent Status for Tickets Changed

Conditions

Depending on the event selected, the following event criteria are available:

  • Name - The friendly name for the event. Note: The Enabled checkbox must be marked in order for this event to trigger. Use this setting to temporarily disable events.
  • Event Type - The event that triggers the action.
  • Time of Day - The time frame during which the event occurs.
  • Day of Week - The day(s) of the week during which the event occurs.
  • Department - The department that will trigger the event.
  • Group - The group that will trigger the event.
  • Agent - The agent whose status changed.
  • Status - The status that will trigger the event.
  • Is AFK - The AFK status that will trigger the event.

Actions

Depending on the event type selected, the following actions are available:

  • Call Web Page - Calls a web page that you specify, and that page can execute specific actions, queries or other methods based on whatever is coded on the page. For example, calling a web page that then initiates adding a task to a third-party task management application.
  • Log to File - Logs an action to a text file. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Notify External Provider - Calls an external provider that is created by the customer. For more information, see External Providers.
  • Send Email - Sends an email to a set of recipients. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Use My Notification Profile - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.