SmarterTrack 6.x Help

Employees and Users

To add new employees or edit existing employee settings, click the settings icon. Then expand the System Settings and Organization folders and click Employees in the navigation pane. A list of all the employees in the system will load in the content pane.

To add new users or edit existing user settings, click the settings icon. Then expand the System Settings and Organization folders and click Users in the navigation pane. A list of all the end users in the system will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple employees/users. Employees/users must be selected before choosing an action from the actions toolbar.
  • Username - The username the empoyee/user uses to login to SmarterTrack.
  • Display Name - The name used to identify the employee/user within the SmarterTrack system.
  • Email Address - The agent's email address.
  • Verified Email - Indicates whether the user's email address has been verified or not.
  • Last Login - The date on which the employee/user last logged in to SmarterTrack.

The following options are available from the actions toolbar:

  • New - Creates a new employee/user.
  • Edit - Allows the system administrator to make changes to an employee's/user's settings.
  • Delete - Permanently deletes the selected employee(s)/user(s).
  • Refresh - Refreshes the content pane.

To view the settings for a specific employee/user, simply double-click the employee/user. The employee/user settings will load in the content window and the following tabs will be available:

Options

The following options are available:

  • Username - The username used to login to SmarterTrack.
  • Authentication - The method used to login to SmarterTrack. The system administrator can choose to allow employees to log in using a password or active directory authentication.
  • New Password - To change the login password, type a new password in this field. Note: This option is only available if the authentication method is password.
  • Confirm Password - To verify the new password, re-type it in this field. Note: This option is only available if the authentication method is password.
  • Authentication Domain - The domain name of the active directory used for authentication of a login username and password.
  • Email Address - The employee's/agent's email address.
    • Verified - Checking this box confirms that the user's email address is valid and allows the user to view Tickets from the portal.
  • Display Name - The name used to identify the employee/user within the SmarterTrack system.
  • Skin - To change the look and feel of the management interface, select the appropriate skin from the list.
  • Time Zone - To specify the time zone, select the appropriate time zone from the list.
  • Avatar - The display picture the agent uses when interacting with customers via Live Chat.
  • New Image - To change the avatar, click Browse and select the appropriate file.

Roles

This tab displays the roles assigned to the employee/user. An employee's/user's permissions are defined by the roles to which he/she is assigned. For more information on roles, see Roles.

Web Interface

The following options are available:

  • Items Per Page - To change the total number of items (tickets, chats, etc.) that will display on each page, type the appropriate number in this field. By default, the total number of items per page is set at 14.
  • Compose Font - To change the default font type and size for tickets and live chats, select the appropriate font type and size from the lists. The default font type is Tahoma and the default font size is 10 pt.
  • Preview Pane - To specify how the preview pane displays in the management interface, select the appropriate option from the list. By default, the preview pane displays on the right side of the interface.
  • Enable automatic reminder popup - Checking this box will allow the agent to receive new reminders in a pop-up window. By default, this option is enabled.

Tickets

The following options are available:

  • Forward To - To specify an alternate email to which tickets are forwarded, type the email address in this field.
  • Enabled - Checking this box will allow the agent to forward tickets to an alternate email.
  • Allow Replies From - To specify an alternate email address to use when replying to tickets, type the email address in this field.
  • Enable waiting ticket counters in left tree - Checking this box will display the total number of tickets for which the agent is responsible that are waiting for a customer response. By default, this option is enabled.
  • Enable ticket follow-up counters in left tree - Checking this box will display the total number of tickets for which the agent is responsible that is marked as needing a follow-up. By default, this option is enabled.
  • Include waiting tickets in root tree item counts - Checking this box will include tickets that are waiting for a customer response toward the total number of tickets for which an agent is responsible. By default, this option is disabled.
  • Include tickets scheduled for follow-up in root tree item counts - Checking this box will include tickets that are marked as needing a follow-up toward the total number of tickets for which an agent is responsible. By default, this option is disabled.

Live Chat

The following options are available:

  • Agent Alias - The alias the agent uses to interact with customers.
  • Max Active Live Chats - To change the number of live chats the agent can participate in at a time, type the appropriate number in this field. By default, this option is set to 1.
  • Enable automatic live chat popup - Checking this box will display new live chats in a popup window. By default, this option is enabled.
  • Enable live chat notification sounds - Checking this box will enable SmarterTrack to play a sound when a chat message is received. By default, this option is enabled.
  • Enable live chat in queue notification sound - Checking this box will enable SmarterTrack to play a sound when a live chat is routed to the queue. By default, this option is enabled.
  • Welcome Message - To specify a default message that is displayed when a customer first enters a chat, type the message in this field.
  • Default Invitation Message - To specify a default message to invite customers to live chat, type the message in this field.

Reporting

Use this tab to specify the following settings for reporting purposes:

  • Hourly Cost - The hourly cost for the employee to work with Tickets and Live Chats. This field is used for cost analysis reporting and is set to 10.00 by default. Note: This option is only available to system administrators.

Custom Fields

This tab displays the available custom fields for user preferences. For more information on custom fields, see Field Definitions.