SmarterTrack Help
Community Knowledge Base

My Preferences

Agents can adjust a number of settings within SmarterTrack to customize their experience within the interface and the behavior of SmarterTrack. To edit your personal settings in SmarterTrack, log into the management interface with an agent account. Then select Settings from the Navigator. My Preferences will be loaded in the preview pane, and the following tabs will be available:

Options

  • Username - The username that is used to log into SmarterTrack. Only administrators can modify this setting.
  • Authentication Method - The method used to log into SmarterTrack. The administrator can choose to allow agents to log in using a standard password, authenticate against active directory or by using an external provider that integrates your login with an external, third-party product like a CRM or control panel. Only administrators can modify this setting.
    note: If the administrator has chosen password authentication, agents can modify their passwords by using the Change Password button in the content pane toolbar.
  • Authentication Domain - When Active Directory authentication is used, this is the domain name used for the authentication of your login username and password. Only administrators can modify this setting.
  • Email Address - The agent's email address.
  • Two-Factor Authentication - Clicking this allows the user to set up (or disable) Two-Factor Authentication for their account.
  • Display Name - The friendly name used to identify the agent within the SmarterTrack system.
  • Display Name for Chat - 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 via live chat.
  • 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.
  • Preferred Language - The language the agent would like the Web interface to be shown in. The list of languages in the drop-down menu is pulled from the list of configured Supported Languages.
  • Theme - Specify the general color theme of the SmarterTrack management interface: Light or Dark.
  • Preview Pane - To specify where the preview pane appears in the management interface, select the appropriate option from the list: Right or None. By default, the preview pane appears on the right. Disabling the Preview Pane will display only a list of items (tickets, call logs, tasks, etc.) in the item list and each item must be individually opened in order to view its contents.

Two-Factor Authentication

When enabled for a user or administrator, Two-Factor Authentication adds an extra layer of protection to that user’s SmarterTrack account. It ensures that only that user can access their account, even if someone knows the account password.

When protected with Two-Factor Authentication, logging into SmarterTrack requires two methods of authentication: the user’s SmarterTrack password and a verification code that's only available to that user. This code can be generated from an app, like the Google or Microsoft Authentication apps available for iOS and Android, or delivered via an email address that's set up for the account.

Once a user clicks the Enable Two-Factor Authentication link, they'll walk through the set up. The steps depend on which type of authentication that’s selected: Authentication App or Email Address. Regardless, the fields seen are as follows:

note: Two-Factor Authentication is only available to users. It cannot be enabled during user creation by a Site Administrator, it has to be enabled by the user directly.
  • Verification Method - This is where the type of additional verification is set: Authenticator App (e.g, Google or Microsoft Authenticator) or Email Address. Regardless of which method selected, an email address is required. This is necessary even when using an authenticator app for instances where issues occur with the app, such as the inability to scan a QR code, that may require an authentication code to be emailed to the user.
  • Email Address - This is, ideally, an alternative email address, different than the one potentially set up for the user, that can receive authentication codes. If an email address was already set up for the account, it will be displayed here. However, it can be changed to a separate address if desired.

Setting Up Two-Factor Using an Email Address

Using a Recovery Email Address means that each time the user logs in to SmarterStats, a verification code will be sent to the Email Address specified. The user then enters that code on the SmarterStats login screen for their account prior to being able to access the site statistics. To get started with using Two-Factor with a recovery address, do the following:

  1. Select Email Address from the Verification Methods dropdown.
  2. Enter and confirm the Email Address that will be used to retrieve the verification code.
  3. Click Next.
  4. Wait a moment for a verification code to be sent. Then, log in to that account and await the email
  5. Once received, enter the code.
  6. Click Check to confirm the verification code and complete the Two-Factor Authentication setup.

Setting Up Two-Factor Using an Authenticator App

Using an Authenticator App, such as Microsoft Authenticator, means that each time the user logs in to SmarterTrack, they'll retrieve the verification code from their authenticator app of choice. That code is entered on the SmarterTrack login screen prior to completing the log in process.

To get started using an Authenticator for Two-Factor, do the following:

  1. Install an authenticator app, such as Google or Microsoft Authenticator, on a phone or computer. For the sake of an example, we'll mention Google Authenticator, but virtually any authentication app can be used.
  2. Select Authenticator App from the Verification Methods dropdown.
  3. Enter and confirm an Email Address that will be used as an alternative method to retrieve the verification code. If the authenticator app is not accessible, the verification code will be sent to this address instead.
  4. Click Next. A QR code will appear on the next page.
  5. Open the Google Authenticator app. Click Begin Setup if it isn’t already being used for other accounts, or use the plus (+) icon to add a new token.
  6. Select Scan QR Code to use the phone's camera to scan the code. A new token will be added to Google Authenticator.
  7. Enter the token's 6-digit Verification Code.
  8. (If it’s not possible to scan the QR code, click on "Can't scan the QR code?" In the Authenticator app, choose to create a new token by Manual entry. In the Account field, enter a token descriptor, such as the purpose of the code. In the Key field, type in the secret key that's displayed in SmarterTrack modal. Then enter the token's 6-digit code from the authenticator app into SmarterTrack.)
  9. Click Check to confirm the verification code and complete the Two-Factor Authentication setup.

Disabling Two-Factor Authentication

It's possible to disable Two-Factor if need be. You simply click the Disable Two-Factor Authentication link and walk through the process. It's worth noting that the only way to disable Two-Factor is by having a code sent to the email address you entered when enabling Two-Factor.

Contact Info

Basic contact information can be set up for an agent, such as their cell number, home phone, etc.

Portal Settings

  • Avatar Provider - SmarterTrack allows agents and users to use popular services for maintaining consistency with the avatars they use across the internet. This dropdown lists several, along with the option to upload a custom avatar.
  • Avatar - The display picture as provided by the Avatar Provider or the avatar uploaded via the Choose File button.
  • Subscribe to community posts automatically - Checking this box allows you to automatically subscribe to Community threads that you create or post in.
  • Email summaries of subscribed community posts - Checking this box allows notification emails for Community threads you're subscribed to that have had a new reply or the status or type changed.
  • Email new messages from conversations - Checking this box allows notification emails for new messages received in the Community.
  • Portal Signature - Agents can use this field to create a signature that will be displayed on Community threads and in their replies to Community posts. Using the HTML editor, Agents can fully customize their signatures either by using the toolbar in the HTML editor or editing the code manually clicking on the editor's Code View (<>) button. Changes made here will be reflected in the Portal Signature setting found in the My Settings area when logged into the Portal and vice versa.

    note: Signatures that appear in ticket replies are handled by the SmarterTrack administrator, not by individual agents.

Custom Fields

This tab displays the available custom fields for agent preferences. For more information on custom fields, see Custom Fields. If there are no custom fields set up for agents, this page will be blank.

Tickets

These settings allow Agents to receive and reply to ticket messages directly from their email application/client. NOTE: When replying to tickets from an email client, the reply to the ticket will actually be sent from the SMTP account set up for the department within SmarterTrack, NOT from the user's SMTP account. In addition, replies from an email client will mark the ticket as "Waiting".

  • Copy To Address - Adding a Copy To Address means that any ticket that is assigned to the agent will be copied to this email address as well. This includes every message that comes in from the end user, not only the initial ticket message. The agent can reply from their email application/client, and every ticket reply will be stored in and sent out from SmarterTrack using that department's SMTP settings, keeping the agent's personal email information anonymous.
    note: This is enabled by default when an email address is entered in this field.
  • Other Reply From Address(es) - This field can be used with the Copy To Address setting to allow additional email addresses to send ticket responses. For example, if an alias is entered in the Copy To Address, each email address within that alias may be entered here to allow all members of the alias to reply to tickets. This is also useful if an agent has forwarding set up on their mailbox. Though the ticket message is received in Mailbox A and forwarded to Mailbox B, the agent can reply from Mailbox B.

Live Chat

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

  • Pop-up new chats automatically - Checking this box will display new live chats in a popup window. By default, this option is enabled.
  • Play chat sounds - Checking this box will enable SmarterTrack to play sounds when certain timeframes are exceeded or when certain things occur. By default, this option is enabled. Sounds will occur in the following instances:
    1. When a chat initially goes into the Queue, before it's taken by an Agent. (When Round Robin is NOT being used for Live Chat distribution.)
    2. When a chat enters an IDLE status when being handled by an Agent.
    3. When a chat enters a WARNING status when being handled by an Agent.
    4. When a chat enters a CRITICAL status when being handled by an Agent.
    5. When a chat is being handled by an Agent, but the chat window ins't focused, and a new message is received from an end user.
  • Play sound when a chat is queued - 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.
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