SmarterTrack 12.x Help

Live Chat Events

Administrators and agents can receive notifications or automate actions based on the following live chat events:

  • Live Chat Attached to Ticket
  • Live Chat Comment Added
  • Live Chat Count for Agent
  • Live Chat Count for Department
  • Live Chat Count for Group
  • Live Chat Deleted
  • Live Chat Detached from Ticket
  • Live Chat Ended
  • Live Chat Idle
  • Live Chat Incoming Message
  • Live Chat Outgoing Message
  • Live Chat Started
  • Live Chat Time Log Created
  • Live Chat Transferred
  • Manual Live Chat Event

Regarding Idle Events

Idle Events are very resource intensive as, when an Idle Event fires, it has to cycle through all live chats in the system. Therefore, it's a good idea to create no more than six (6) Idle Events for your help desk. While Idle Events are the most intensive, all events have an impact on the system, so be pragmatic and systematic when planning out what events to use and how to use them. A properly-running help desk should have no more than 24 events in total set up to cover all scenarios.

In addition, in those circumstances where customers want to set IDLE events for "waiting" chats, the best way to set these is to use a conditional wait time versus an absolute value. For example, rather than set the event to fire if a wait time is 5 minutes, set it to fire if the wait time is "between 5 and 15 mintues." This is a more efficient way of setting up the event and will ensure it fires off as intended.

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.
  • Idle Minutes - The number of minutes a live chat is idle before the event is triggered.
  • Acting Agent - The agent that added a comment to the live chat.
  • Department - The department that will trigger the event.
  • Group - The group that will trigger the event.
  • Agent Assigned - The agent assigned to the live chat.
  • Open Date - The date the live chat was initiated.
  • Customer Name - The name of the customer.
  • Customer Username - The customer's username.
  • Customer Email - The customer's email address.
  • Question - The words that will trigger the event if found within a the text of the chat.
  • Customer IP - The customer's IP address.
  • Language - The language that will trigger the event.
  • Messages Sent - The number of messages sent during the live chat.
  • Messages Received - The number of messages received during the live chat.

Note: Event criteria based on any custom fields the administrator has established may also be available.

Actions

Depending on the event 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.
  • End Chat - Ends the chat by the agent.
  • 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.
  • Log to File (once per item) - Logs an action to a text file. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • 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.
  • Send Email (once per item) - Sends an email to a set of recipients. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • Transfer Live Chat - Transfers the chat to the Group and Agent specified
  • Use Default Notification Profile for User - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once based on the max frequency set, regardless of how many times the event is fired.
  • Use Default Notification Profile for User (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of the Default Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.
  • 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.
  • Use My Notification Profile (once per item) - Uses any custom email addresses and/or SMS addresses that are used as part of a personal Notification Profile. This occurs once per each instance of the event firing and can be managed using the max frequency setting.