SmarterTrack 12.x Help

Events

Using SmarterTrack's extensive event system it's possible to detect events as they occur, generate messages for those events and deliver the messages to administrators and agents that need the information. For example, agents can receive notifications when they receive a new ticket or supervisors can be notified when a customer completes a survey. With notifications, administrators and agents don't have to query for the status of the items in the system - they just receive messages when specific events occur so they can take care of them. SmarterTrack's events system can also automate actions to streamline operations. For example, the administrator can configure an event so that the system automatically sends live chat invitations to idle portal visitors.

There are two categories of events in SmarterTrack: agent-level events and system-level events. For more information on agent-level events, please see My Events. For a complete breakdown of the events system, including how to create a new event and details on the event categories available, see the Events folder found in the Help for Users & Administrators section of the Online Help.

To access system-level events, click the Settings icon. Then expand the Configuration folder and click Events in the navigation pane. A list of configured events will load in the content pane and the following tabs will be available:

Global

System-level events configured in this section can apply to the entire SmarterTrack installation. In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple events. Events must be selected before choosing an action from the toolbar.
  • Name - The name of the event.
  • Status - Indication of whether the event is enabled or disabled. The event will only trigger if it is enabled.
  • Category - The feature to which the event pertains (Tickets, Survey, Who's On, etc.).
  • Event Type - The event that triggers the action.
  • Conditions - The criteria the event must meet to trigger the action.
  • Actions - The actions that occur when an event is triggered. Actions include emails, notifications, logging, and other event-specific functions.

To view the settings for a specific event, simply double-click the event and the event settings will load in the content pane. To create a new event, click the New button on the content pane toolbar. For more information on how to create a new event, see Creating New Events.

Employees

This tab displays all events that were created by individual employees. Administrators will want to look at these events occasionally to ensure that employees are using the event system correctly and productively. To view or modify the settings for an agent’s event, double-click the event and the event settings will load in the content pane.

Notification Profiles

Notification profiles determine how event messages are sent. Options include text message or email. System administrators can modify the default notification profile or create additional ones using the New button in the content pane toolbar. System-level notification profile(s) can be used when an event does not apply to a specific agent but the installation a whole.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple profiles. Notification profiles must be selected before choosing an action from the toolbar.
  • Notification Profile Name - The name of the profile.
  • Type - The types of notification the agent has enabled for the selected profile.

To view a specific notification profile, simply double-click the appropriate profile. The profile will load in the content pane and the following fields will be available:

  • Notification Profile Name - The name of the profile.
  • Email Addresses - The email address(es) to which notifications are sent.
  • Enabled - Checking this box will enable email notifications.
  • SMS Email Addresses - The mobile device email address to which notifications are sent.
  • Enabled - Checking this box will enable SMS notifications.
  • Enable reminder - Checking this box will allow the agent to receive notifications in a pop-up window.