SmarterTrack 7.x Help

Live Chat Settings

To access this section, click the settings icon. Then expand the System Settings and Live Chats folders and click Live Chat Settings in the navigation pane. The live chat settings will load in the content pane and the following tabs will be available:

Options

Use this tab to edit the following settings:

  • Live Chat Requires - To specify which users live chat, select the appropriate role from the list. By default, this option is set to all users.
  • Distribution Method - To specify how live chat are assigned to agents, select the appropriate distribution method from the list. For an explanation of the different distribution methods, see Live Chat Distribution Methods.
  • Hand Off If No Initial Response - The number of minutes after which a live chat is reassigned if there is no response from the original agent.
    • Enabled - Check this box to automatically reassign live chat that do not receive an agent response.
  • Hand Off If No Follow-up Response - The number of minutes after which a live chat assigned to an inactive agent is reassigned. By default, this option is set to five minutes. Note: An agent is considered to be inactive in a live chat if the agent has not transferred the live chat to another agent, typed in the live chat text box, or does not have the last response in the chat.
    • Enabled - Check this box to automatically reassign live chats to another agent if the original agent has not performed an action on the live chat.
  • Hand Off If Interface Closed - The number of minutes after which a live chat assigned to an agent that is away is reassigned. By default, this option is set to two minutes.
    • Enabled - Check this box to automatically reassign live chats to another agent if the original agent is away (or has closed the management interface).
  • Enable agent name/alias on invitations - Check this box to display the agent's alias on live chat invitations. By default, this option is disabled.
  • Enable files to be sent by users during live chat - Check this box to allow users to send files to agents via live chat. By default, this option is disabled.
  • Disable live chat outside of business hours - Check this box to turn off the live chat feature when the company is closed. By default, this option is disabled. Note: Administrators will need to define the live chat hours on the Business Hours page in the Setup folder in System Settings.
  • Department Selection Text - The text that displays in the live chat submission form instructing customers to select a department.

Sounds

Use this tab to specify the following settings:

  • Chat in Queue - To specify the how often a sound notifies agents that live chats are in the queue, select the appropriate time interval from the list.
  • Unanswered Message - To specify the how often a sound notifies agents that they have an unanswered live chat, select the appropriate time interval from the list.
  • Idle Warning Threshold - The number of seconds an agent has failed to respond to a live chat message. After this threshold has been reached, the agent will receive a warning notification.
  • Idle Warning - To specify the how often a sound notifies agents that an unanswered chat has reached the warning idle threshold, select the appropriate time interval from the list.
  • Idle Critical Threshold - The number of seconds an agent has failed to respond to a live chat message. After this threshold has been reached, the agent will receive a critical notification.
  • Idle Critical - To specify the how often a sound notifies agents that an unanswered chat has reached the critical idle threshold, select the appropriate time interval from the list.

Translations

SmarterTrack can automatically translate live chats via Microsoft Translator or Google Translate. Because both Microsoft and Google charge a fee for their translation service, SmarterTrack will track how many characters and requests your server has attempted to translate to aid you in managing your translation subscription costs.

Use this tab to edit the following translation settings:

  • Auto Translation Method - Select which translation service to use from the list. By default, the auto-translation method is set to none.
  • API Key - The API key provided by Google. For more information on obtaining this key, see How To - Automatically Translate Live Chats.
  • Client ID - An identifier used to represent your SmarterTrack installation. You will create the Client ID when you register your SmarterTrack installation with the Microsoft Azure Marketplace.
  • Client Secret - A security key that allows Microsoft Translate to interact with your SmarterTrack installation. For more information on obtaining this key, see How To - Automatically Translate Live Chats.