System administrators have the ability to monitor an agent's status. This feature allows managers to identify which agents and departments are currently accepting tickets and live chats.

NOTE: Audit reports that show this information are available and may be helpful when reviewing agent performance or when refining business procedures. For more information, please refer to the Audit Reports page of the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 12.x

Follow these steps to find out for which groups an agent is active: 

  1. Log into the SmarterTrack management interface as a Manager or System Administrator.
  2. In the upper right corner, click on Dashboard and then User.
  3. A window will open up and show the agents and how many departments and groups they are active in.
  4. Double click on the agent's name to view or adjust the department and groups the users is assigned to.

Applies to SmarterTrack 6.x - 8.x

Monitoring Agent Status for Tickets
Follow these steps to find out for which ticket groups an agent is active:

  1. Log into the SmarterTrack management interface as a Manager or System Administrator.
  2. Click the Tickets icon.
  3. Expand Global Tickets and By Agent in the navigation pane.
  4. A list of agents and their status for tickets will load in the navigation pane. If a green arrow is displayed next to the agent, he/she is actively receiving tickets for at least one group. If a red box is displayed next to the agent, he/she is not currently receiving tickets for any groups.
  5. Expand an agent to view additional details.

Monitoring Agent Status for Live Chats
Follow these steps to find out for which live chat groups an agent is active:

  1. Log in to the SmarterTrack management interface as a Manager or System Administrator.
  2. Click on the Live Chats icon.
  3. Expand Global Live Chats and By Agent in the navigation pane.
  4. A list of the agents and their status for live chats will load in the navigation pane. If a green arrow is displayed next to the agent, he/she is actively receiving live chats for at least one group. If a red box is displayed next to the agent, he/she is not currently receiving live chats for any groups.
  5. Expand an agent to view additional details.

For more information, please refer to the Active Ticket Groups or Active Live Chat Groups pages of the SmarterTrack Online Help.

 

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.

Add Feedback