SmarterTrack 6.x Help

Viewing Instant Messenger Conversations

To view an IM, simply click a IM and it will display in the preview pane. If you would rather view the IM in a popup window, click the View button instead. Note: Double-clicking an active IM will add the agent as a participant.

In general, the following options are available in the preview toolbar:

  • Join - Allows the agent to join an IM already in progress. (This button only displays when viewing active IMs.)
  • Transcript - Opens a text transcript of the entire IM conversation in a popup window.

Tabs within the Instant Messenger Conversation

IM information is organizaed within the following tabs:

  • Conversation - This tab displays the last 100 messages in the IM.
  • Active Agents - This tab displays information about the agents participating in the IM.
  • Online Agents - This tab displays information about agents that are logged into the SmarterTrack system and able to receive an invitation to participate in the IM already in progress.

Note: Inactive IMs display the conversation tab only.

Viewing IMs by Status

Generally, IMs are organized into different sections depending on whether they are active or inactive. To view IM conversations by status, click the live chat icon, expand Instant Messenger in the navigation pane and select the desired status. All IM conversations with the selected status will load in the content pane.

Viewing IMs by Agent

To view IMs by agent, click the live chat icon, expand Instant Messenger in the navigation pane and select the desired agent. All IM conversations for the selected agent will load in the content pane.

Viewing Deleted IMs

To view deleted IMs, click the live chat icon, expand Instant Messenger and clickDeleted Items in the navigation pane. All deleted IMs will load in the content pane. For more information on deleted chats, see Deleting Live Chats.