SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Events Overview

SmarterTrack can detect events as they occur, generate messages for those events, and deliver the messages to administrators and agents that need the information. For example, agents can receive notifications when they receive a new ticket or supervisors can be notified when a customer completes a survey. With notifications, administrators and agents don't have to query for the status of the items in the system—they just receive messages when specific events occur so they can take care of them.

SmarterTrack's events system can also automate actions to streamline operations. For example, the administrator can configure an event so that the system automatically sends live chat invitations to idle portal visitors.

There are two categories of events in SmarterTrack: agent-level events and system-level events:

  • Agent-level events are created by agents and they are specific to each agent's role and permission level within SmarterTrack.
  • System-level events can only be set by administrators and cover both agent- and system-level items such as SMTP errors, idle times and more.

To view agent-level events, click the settings icon. Then expand My Settings and click My Events in the navigation pane. Any agent-level events will load in the content pane. Events can also be viewed by event group or category (chat room, knowledge base, tickets, etc.).

To view system-level events, administrators click the settings icon. Then expand System Settings and click System Events in the navigation pane. Any system-level events will load in the content pane. Events can also be viewed by event group or category (chat room, knowledge base, tickets, etc.). Note: Administrators can access both agent-level and system-level events.

Navigating Your Events

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple events. Events must be selected before choosing an action from the toolbar.
  • Name - The name of the event.
  • Event Category - The feature to which the event pertains (tickets, survey, Who's On, etc.).
  • Event Type - The event that triggers the action.
  • Conditions - The criteria the event must meet to trigger the action.
  • Actions - The actions that occur when an event is triggered. Actions include emails, notifications, logging, and other event-specific functions.

Performing Event Actions

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

  • New - Creates a new event.
  • Edit - Allows the agent to make changes to an event's settings.
  • Delete - Permanently deletes the selected event(s).
  • Search - Allows the agent to search for a specific event.

To view the settings for a specific event, simply double-click the event and the event settings will load in the content pane.

Employee Events

The employee events page displays all events that were created by individual employees. Administrators and managers will want to look at these events occasionally to ensure that employees are using the event system correctly and productively.