SmarterTrack 6.x Help

Live Chat Overview

SmarterTrack's live chat feature gives businesses the ability to reduce phone calls, capture information on website visitors, and assist more customers concurrently. Customers can initiate live chats via the portal or directly from your website. As agents receive live chat requests, SmarterTrack suggests solutions from relevant knowledge base articles and ticket resolutions, thereby reducing research time and improving overall response times. To access your live chats, click the live chat icon. Depending on the role you are assigned, My Live Chats or Global Live Chats will load.

For help understanding the different areas of the live chat section, see the live chat diagram.

Navigating Your Live Chats

The My Live Chats section organizes all of the live chats for which an agent is responsible. When an agent accesses My Live Chats by clicking My Live Chats in the navigation pane, all active live chats for the agent will load in the content pane.

System administrators and managers may want to view all of the tickets in the SmarterTrack system to evaluate the actual live chat needs of the organization or to gain valuable insight into company operations. To view all live chats in SmarterTrack, click Global Live Chats in the navigation pane. All active live chats in the system will load in the content pane.

In general, the following columns are available in the content pane:

  • Checkbox - Use these boxes to select multiple chats. Live chats must be selected before choosing an action from any toolbar.
  • Customer Name - The name the customer would like to be called during the chat.
  • Department - The department to which the live chat was assigned.
  • Agent - The name of the agent assigned to the chat.
  • Status - The current status of the live chat.
  • Messages - The number of messages within the chat.
  • Duration - The amount of time the chat lasted.
  • Idle - The amount of time that passed since an agent sent a message within the chat. Note: Idle time does not reset when a customer sends a message.
  • City, Region, Country - The customer's geographic information. Note: Geographic information is not always available.
  • Language - The primary language of the customer as indicated from the customer's Web browser.
  • Browser - The Web browser the customer is using to connect to the company site. Note: Browser information is not always available.
  • OS - The operating system of the customer's computer. Note: OS information is not always available.

Performing Live Chat Actions

In general, the following options are available from the navigation pane toolbar:

  • New - Click this button and select the appropriate option to create a new ticket, call log, task, instant message, canned reply, news item or knowledge base article.

In general, the following options are available from the content pane toolbar:

  • Actions - Click this button and select the appropriate option to transfer tickets, mark tickets for follow-up or change the status or priority of tickets.
    • Transfer - Transfers the selected chat(s) to another group or agent. For more information on transferring a live chat, see Transferring Live Chats.
    • Get From Queue - Pulls a chat from the queue and assign it to the agent. Chats are pulled from the queue based on the amount of time that has passed since the chat was initiated, with those chats with the longest wait times assigned first. This option works best when the system administrator has set cherry picking as the distribution method. For more information see Live Chats in Queue.
  • View - Click this button and select the appropriate option to refresh the page or choose the details that are displayed about a live chat in the content pane.
    • Refresh - Refreshes the page.
    • Visible Fields - Choose which columns are displayed in the navigation pane.