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

Employees and End Users

Just as the names imply, Employees, also known as agents, are employees of a company that are placed in various groups within various departments and handle customer issues using SmarterTrack. End users, also known as customers, are people who use SmarterTrack to submit the issues, questions and comments that agents work on.

To add new employees or edit existing employee settings, click the settings icon. Then expand System Settings and Organization 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 end users or edit existing end user settings, click the settings icon. Then expand System Settings and Organization and click Users in the navigation pane. Alternately, end users can be added using SmarterTrack's extensive web services and/or when SmarterTrack is integrated with a third-party application like a control pane, account management system or more. A list of all the end users in the system will load in the content pane.

By default, 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 toolbar.
  • User - The username the employee/end user uses to login to SmarterTrack.
  • Email Address - The employee's/end user's email address.
  • Role - Indicates whether the account is assigned an end user, administrator or agent role. For more information, see Role.
  • Verified Email - A yes/no indication of whether the user's email address has been verified.
  • Last Login - The date on which the employee/end user last logged in to SmarterTrack.

The following options are available from the actions toolbar:

  • New - Creates a new employee/user.
  • Edit - Allows the administrator to make changes to an employee's/end user's settings.
  • Clone - Rather than creating a new user or agent from scratch, administrators can clone an existing user or agent and modify settings as needed.
  • Delete - Permanently deletes the selected employee(s)/end user(s).

To view the settings for a specific employee/end user, simply double-click the employee/end user. The employee/end 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 administrator can choose to allow employees to log in using a standard password, using active directory authentication or via an external provider that ties into a third-party product, such as a CRM or control panel. For more information, see External Providers.
  • Authentication Domain - When using active directory authentication, the domain used for authentication of the login username and password.
  • 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.
  • Email Address - The employee's/end user's email address.
  • Display Name - The name used to identify the employee/end user within the SmarterTrack system.
  • 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:

  • Spell-Check Dictionary - Agents and users 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

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.
  • 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

The following options are available:

  • Agent Alias - There are times when agents and/or users 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 their real name when they participate in live chats.
  • Max Active Live Chats - To change the number of live chats that can be participated 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.
  • Block live chats while composing call logs - For agents only, checking this box will block live chats from popping up while an active agent is composing a call log.

VOIP

Use this tab to add up to four separate phone numbers for individual agents. For users, this will be their primary phone number.

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 administrators.

Custom Fields

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