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

Preferences

To edit your personal settings in SmarterTrack, click the settings icon, then expand My Settings and click Preferences in the navigation pane. Your user settings will load in the content window and the following tabs will be available:

Options

Use this tab to edit the following user settings:

  • Username - The username that is used to login to SmarterTrack
  • Authentication - The method used to login to SmarterTrack. The administrator can choose to allow users to log in using a standard password, authenticate agains active directory or by using an external provider that integrates your log in with an external, third-party product like a CRM or control panel.
  • Authentication Domain - When Active Directory authentication is used, this is the domain name used for the authentication of your login username and password.
  • Email Address - The agent's email address.
  • Display Name - The friendly name used to identify the agent within the SmarterTrack system.
  • Time Zone - To specify the time zone, select the appropriate time zone from the list. While the default time zone is set by the administrator, agents can adjust their time zone based on their location. This is helpful for those companies that have customer service agents working in different geographic locations.
  • 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 from your local machine.

Roles

This tab displays the roles assigned to you. An user's permissions are defined by their roles, which are assigned by a SmarterTrack administrator. For more information, see Roles. Note: Users cannot edit the roles to which they have been assigned. Only an administrator can change a user's role.

Web Interface

Use this tab to edit the following settings:

  • Spell-Check Dictionary - Agents have the ability to select the default spell-check dictionary to use for tickets and live chats. By default, SmarterTrack includes dictionaries for over 15 different languages.
  • 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

Use this tab to edit the following settings regarding the handling of tickets:

  • Forward To - There are times when agents want to reply to tickets from an email client or from within webmail. Adding a "forward to" address means that any ticket that is assigned to the agent will be forwarded to this email address.
  • Enabled - Checking this box will allow tickets to be forwarded to an agent's email address. This should be disabled if the agent will use the SmarterTrack management interface for replying to tickets.
  • Allow Replies From - To specify an alternate email address to use when replying to tickets, type the email address in this field.
  • Display 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.
  • Display 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

Use this tab to edit the following settings regarding the handling of live chats:

  • Agent Alias - There are times when agents may not want their real names displayed in the live chat window. For example, they prefer to use a nickname or, for safety reasons, they want to use an alias. Adding in a name here will replace the agent's real name when they 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.

VOIP

Use this tab to input any phone numbers for agents who are connected to, and using, SmarterTrack Communicator. Up to 4 different phone numbers can be added for any given agent.

Reporting

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

  • Hourly Cost - The hourly cost for the agent to work with tickets and chats. This field is used for cost analysis reporting and is set to 10.00 by default. Note: This option is only available to administrators.

Custom Fields

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