Active Agents

Formerly known as the "Dashboards", agents who are assigned the Manager role can use Active Agents to view a variety of information about agents, groups and departments. For example, viewing By Agent allows a manager to see a listing of active and inactive agents, information about the groups the agents are logged into and more. By Agent also allows managers to edit an agent's Active Groups. By Group offers an overview of each group set up within SmarterTrack, including information about the number of active tickets, chats, and calls, and information about the number of agents active for tickets, chats, and calls. Finally, By Department gives managers information about each department set up within SmarterTrack.

By Agent

The ability to see the status and Active Groups of each agent in SmarterTrack is important to ensure that your agents are logged in, that they are actively taking care of customers and that there isn't a hole in your coverage. For example, if you notice that the phone is ringing continuously, you can use this view and see who is available to take calls, and maybe get one or two more agents logged in. To start or stop an agent's ticket, live chat, and/or call activity for a particular group, double-click on the agent or select the agent and use the Edit button to open their status in a modal.

On the Active tab of the By Agent view, the following columns are available:

Display Name - This column will list all agents who are active in at least one group.
Status - An agent's availability, which reflects their overall live chat status. If an agent is listed as Available, they will be automatically assigned live chats based on the group's live chat distribution and their active groups. If a user is set to Unavailable, they will not be automatically assigned new live chats for ANY group. Note: An agent set to Unavailable will still receive tickets based on the ticket distribution method set up for the group, as long as they are active for tickets in that group.
Ticket Groups - The number of ticket groups the agent is active in vs. how many they are assigned to. For example, 15/16 means that the agent is active in 15 of the 16 ticket groups they are assigned to.
Chat Groups - The number of live chat groups the agent is active in vs. how many they are assigned to. For example, 6/10 means that the agent is active in 6 of the 10 chat groups they are enabled to receive live chats for.
Call Groups - The number of call groups the agent is active in vs. how many they are assigned to. For example, 3/6 means that the agent is active in 3 of the 6 call groups they are assigned to in order to receive SmarterTrack Communicator calls.
Active Tickets - The number of tickets currently in the agent's Active queue. If two numbers are shown that indicates that the agent has a max ticket limit in that group. For example, 6/15 means that the agent has 6 tickets in their Active queue with a max ticket limit of 15.
Active Chats - The number of active live chats the agent currently has vs. their max live chat setting. For example, 2/5 means that the agent has 2 active live chats but they can have a maximum of 5 occurring at once.
Active Calls - Whether the agent is active on a phone call. Note: This setting is only available for customers using SmarterTrack Communicator, the SIP-compliant soft-phone add-on for SmarterTrack.

On the Inactive tab of the User dashboard, the following columns are available:

User - This column will list agents who are inactive in all ticket, live chat and call groups.
Ticket Groups - The number of ticket groups the agent is active in vs. how many they are assigned to. For example, 0/16 means that the agent is not active in any of the 16 ticket groups they are assigned to.
Active Tickets - The number of tickets currently in the agent's Active queue. If a fraction is shown, it indicates that the agent has a max ticket limit in that group. For example, 6/15 means that the agent has 6 tickets in their Active queue with a ticket limit of 15.

By Group

This view gives managers an overview of what is going on with each group in SmarterTrack. Being able to see an overview of the workload for each group is important as it can show managers where agents are spending their time. If a given group only has 1 out of 6 agents active, it's good indication that some attention should be paid to that group; either it's understaffed or that group isn't terribly busy.

On the By Group view, the following columns are available:

Group Name - Each group set up in SmarterTrack will be displayed in the Group dashboard.
Active Tickets - The number of active tickets for the group. This does not include tickets with a Waiting or Closed status.
Active Chats - The number of active live chats for the group. This does not include chats in inactive status.
Active Calls - The number of calls currently occupying agents. Note: This setting is only available for customers using SmarterTrack Communicator, the SIP-compliant soft-phone add-on for SmarterTrack.
Ticket Agents - The number of active agents receiving tickets for the group vs. how many agents are assigned to the group. For example, 15/16 means that there are 15 out of 16 agents active in tickets for the group.
Chat Agents - The number of active agents receiving live chats for the group vs. how many agents are assigned to the group. For example, 6/10 means that there are 6 out of 10 agents active in live chats for the group.
Call Agents - The number of active agents currently set up to use SmarterTrack Communicator for the group vs. how many agents are assigned to receive calls using SmarterTrack Communicator for the group. For example, 3/6 means that there are 3 out of 6 agents active to receive calls using SmarterTrack Communicator for the group.

By Department

The By Department view gives a very high level overview of what is going on with the company in general, and each department in particular. Viewing By Department is a good way to get a feel for how busy your agents are on a macro level. From there, managers can drill down using the By Group and By User views.

On the By Department view, the following columns are available:

Department Name - Each department set up in SmarterTrack will be displayed in the Department dashboard.
Active Tickets - The number of active tickets for the department. This does not include tickets with a Waiting or Closed status.
Active Chats - The number of active live chats for the department. This does not include chats in inactive status.
Active Calls - The number of calls currently occupying agents in the department. Note: This setting is only available for customers using SmarterTrack Communicator, the SIP-compliant soft-phone add-on for SmarterTrack.
Ticket Agents - The number of active agents receiving tickets for the department vs. how many agents are assigned to the department. For example, 15/16 means that there are 15 out of 16 agents active in tickets for the department.
Chat Agents - The number of active agents receiving live chats for the department vs. how many agents are assigned to the department. For example, 6/10 means that there are 6 out of 10 agents active in live chats for the department.
Call Agents - The number of active agents currently set up to use SmarterTrack Communicator for the department vs. how many agents are assigned to receive calls using SmarterTrack Communicator for the department. For example, 3/6 means that there are 3 out of 6 agents active to receive calls using SmarterTrack Communicator for the department.