SmarterTrack 14.x Help

Active Groups

Tickets, live chats and calls from the SmarterTrack Communicator are distributed amongst a group based on the active agent(s) of that group. In order for a ticket or live chat to be automatically 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 Active Group status must be set to receive tickets, live chats and/or VoIP calls for the corresponding group. If all agents are either 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 and phone calls will be handled based on the ruleset created inside the phone server. For this reason, it is imperative that agents check their Active Group 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 and start or stop activity for live chats, tickets and VoIP calls. 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 on the agent avatar in the upper right corner of the interface and clicking the Active Groups link.

Active Groups Window

The Active Groups window will display a list of all groups the agent is a member of. If an agent is part of a group but excluded from a particular communication method, "N/A" will appear next to the group name instead of a checkbox. The following columns will be available:

  • Department - The name of the department, such as Sales, Support, or Billing.
  • Group - The name of the group, such as Sales Front Line or Billing Escalation.
  • Live Chats - Active Groups are used to determine the round robin live chat distribution. With round robin distribution, live chats will be evenly distributed to agents who are members of that group with live chat enabled and who are active in the group with their status set to Available. If an agent has met their max number of active chats and no other agents are active or available in the group, chats will be sent to the Queue, where they can be manually taken. To start receiving live chats for a particular group, enable the corresponding checkbox. To stop receiving chats for a particular group, uncheck the corresponding checkbox. Note: To temporarily stop receiving live chats for ALL groups at once, use the avatar menu in the upper right corner to change your status from Available to Unavailable.
  • Tickets - Active Groups are used to determine the ticket assignments for both the round robin and cherry picking distribution methods. With round robin distribution, tickets will be evenly distributed to agents who are members of that group and who are active in that group. If an agent goes inactive in a group, new tickets and ticket replies will not be assigned to them. If all agents in a group are inactive, tickets will be sent to the Queue, where they can be manually taken. With cherry picking distribution, if an agent is not active in a group, tickets won't be automatically assigned to them when the end user replies. To start receiving new tickets or ticket replies for a particular group, enable the corresponding checkbox. To stop receiving tickets for a particular group, uncheck the corresponding checkbox.
  • VOIP - Active Groups are used to determine the distribution of calls for agents using SmarterTrack Communicator. 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. The ruleset created inside the phone server determines the call distribution when all agents are unavailable.

Available/Unavailable

To temporarily stop receiving new live chats in all groups, click on your agent avatar in the upper right corner and select Unavailable. New live chats will not be assigned to you; however, you will keep possession of any existing live chats.

To begin receiving new live chats again, select Available from the dropdown.

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