Tickets Stuck in the Queue

When tickets are submitted to SmarterTrack, these tickets are delivered to departments, groups, and agents through a queue. On occasion, agents or administrators may discover that tickets are stuck in the queue and are not automatically assigned to agents.

Agents will only receive tickets from the queue if they are members of the designated group, are set to receive tickets, and have a ticket workload weight greater than 0. With this in mind, there are a few things you want to check if tickets are stuck in the queue: the group the agent is a member of, the workload weight of the agent, and whether or not agent is set to receive tickets.

Applies to SmarterTrack 11.x-12.x

Follow these steps to make sure that the agent is a member of the appropriate group and that their workload weight is greater than zero:
  1. Log in to the SmarterTrack management interface as the administrator.
  2. Click the settings icon.
  3. Expand the Manage folder in the navigation pane and click Groups.
  4. Select the desired group and click Edit.
  5. Click the Agents tab. A list of agents in this group will load in the content pane. Check to see that the agent in question exists in this group.
  6. Double-click the agent to edit the Max Tickets field.
  7. In the Max Tickets field, increase the Max Tickets to a number greater than zero.
  8. Click Save.
  9. Click Save again.

Applies to SmarterTrack 6.x - 10.x

  1. Log in to the SmarterTrack management interface as the administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Groups.
  5. Select the desired group and click Edit.
  6. Click the Agents tab. A list of agents in this group will load in the content pane. Check to see that the agent in question exists in this group.
  7. Double-click the agent to edit the ticket workload weight.
  8. In the Ticket Workload Weight field, increase the workload weight to a number greater than zero.
  9. Click Save.
  10. Click Save again.

Then follow these steps to ensure the agent's ticket status is set to active. If an agent's status is active, he/she can be assigned tickets and/or live chats.

  1. Log in to the SmarterTrack management interface as an agent.
  2. Click the Agent Status link in the upper right corner of the page. The agent status window will open in a pop-up.
  3. To set the agent's ticket status as active, select the appropriate checkboxes.
  4. Click OK.

For additional information on agent status and ticket workload weight, please refer to the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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