SmarterTrack 14.x Help

Who's On Events

Administrators and agents can receive notifications or automate actions based on the following Who's On events:

  • Live Chat Accepted
  • Live Chat Invitation Ignored
  • Live Chat Invited
  • Live Chat Rejected
  • Online Activity

In addition to the events listed above, administrators can receive notifications or automate actions on the following Who's On events:

  • Online Visitor Purged
  • Online Visitor Removed

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.
  • Acting Agent - The agent that added a comment to the ticket.
  • Department - The department that will trigger the event.
  • Group - The group that will trigger the event.
  • Sent Message - The words that will trigger the event if found within a sent message of the chat.
  • Customer Name - The customer that will trigger the event.
  • Customer Email Address - The email address that will trigger the event.
  • IP Address - The IP address that will trigger the event.
  • Host Name - The host name that will trigger the event.
  • Host Domain - The host domain that will trigger the event.
  • Session Start Time - The time frame during which the customer visited the website or portal.
  • Hits - The number of times a page is hit before triggering the event.
  • Duration Minutes - The number of minutes the visitor has been on the website or portal.
  • Idle Minutes - The number of minutes a ticket sits idle before the event will trigger.
  • Country - The geographic location of the visitor that will trigger the event.
  • Region - The geographic location of the customer that will trigger the event.
  • Language - The default browser language of the user that will trigger the event.
  • Browser - The Web browser that will trigger the event.
  • Operating System - The operating system that will trigger the event.
  • Live Chat Status - The live chat status that will trigger the event.
  • Initial Page - The Web page that will trigger the event if viewed at the beginning of the customer's session.
  • Initial Virtual Page - The virtual page that will trigger the event if viewed at the beginning of the customer's session.
  • Initial Page Title - The title of the initial page.
  • Initial Referrer - The Web page that the user was on prior to coming to site that will trigger the event.
  • Current Page - The Web page that will trigger the event.
  • Current Virtual Page - The virtual page that will trigger the event.
  • Current Page Title - The title of the current page the visitor is browsing.
  • Current Referrer - The referrer that will trigger the event.
  • Live Chat Invites Sent - The number of live chat invites sent by an agent(s) that will trigger the event.
  • Live Chat Invites Rejected - The number of live chat invites rejected by customers that will trigger the event.
  • Live Chat Invites Accepted - The number of live chat invites accepted by customers that will trigger the event.
  • Live Chat Invites Ignored - The number of live chat invites ignored by customers that will trigger the event.
  • Invitation Last Sent Date - The date the customer last received a live chat invitation.
  • Last Live Chat Date - The date the customer last participated in a live chat.
  • First Live Chat Date - The date the customer first participated in a live chat.

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.
  • 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.
  • Purge From List - Purges a visitor’s entry from the Who’s On list.
  • Remove From List - Removes a visitor’s entry from the Who’s On list.
  • 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. For example, if six tickets trip an email ticket IDLE event, only one email is sent.
  • Send Live Chat Invitation - Send a live chat invitation to the recipient on the portal or company website. 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.