How SmarterTrack Works
There are two main components that work together within SmarterTrack: the Web interface
and the database backend. Both components must be active for SmarterTrack to operate.
The Web interface is a website that is used for administration and interactivity
with SmarterTrack. It is divided into two components: the management interface and
the portal interface. Administrators use the management interface to set up departments
and establish permissions for agents. Agents use the management interface to respond
to and manage tickets and chats. Customers can use the portal interface to
retrieve ticket information, submit new tickets and chats, search Knowledge Base
articles, or participate in the Community.
SmarterTrack needs a database to store data. For SmarterTools customers using Hosted
SmarterTrack, the database backend is installed on servers managed by SmarterTools.
For more information regarding the database backend requirements, see
Setting Up the Database.
There is a third component that is not essential for SmarterTrack to work, but offers a perfect complement to a SmarterTrack installation.
SmarterTrack Communicator is a SIP-compliant softphone that works with all major
SIP-compliant VoIP phone servers. SmarterTrack Communicator is a licensed add-on
and is configurable from within SmarterTrack. Therefore, all settings, profiles and
agent information are pushed to whatever desktop or laptop an agent logs into.
SmarterTrack Communicator includes the ability to transfer calls, automatically create call logs, display
incoming and outgoing call information, record calls for later review, offer complete call analytics and allow
businesses to keep all customer communication (tickets, live chats and call information)
in one location.
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