How to set our Inactive Employees to Active
Question asked by Shannon Yates - January 7, 2015 at 1:19 PM
Answered
I found the following KB article but I am having an issue with understanding the steps to change the user from Inactive to Active.  Can you provide more detailed instructions please?
 
SmarterTrack 10.x Help

Active Ticket Groups

Departments are broken into divisions called groups. For example, a support department may have level 1 support (less experienced support agents), level 2 support (more experienced support agents), and support management groups. Each group may have different permissions assigned to it, giving organizations the ability to assign agents within a single department varying access to information.

In addition, each agent within the group has a status of active or inactive. Active status indicates that the agent can be assigned tickets and/or live chats. An agent with an inactive status cannot be assigned tickets and/or live chats. Managers can view and edit the status of agents within each group from the Active Ticket Groups area of the tickets section of the management interface.

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Andrea Rogers Replied
Employee Post
Hi Shannon,
 
Agents can adjust their availability by using the Available/Unavailable dropdown in the upper right corner of the management interface. In that dropdown, if your agents click on Active Groups, it'll pop up a modal window with all the groups that agent is assigned to, showing their availability for tickets, chats, and calls. Your agents can modify this as needed. 
 
Administrators and agents with the Manager role, can use Dashboards to see the real-time availability status for users, groups, and departments. If you click on Dashboards > Users, a pop up window will display information for each agent. You'll see their status, how many active tickets they have and what groups they're active in. When you double click on or edit an agent, you'll popup the Active Groups modal window where you can adjust their active groups. 
 
If you want to do some more reading, you can find more information on active groups and monitoring agent statuses in these two resources:
 
 
I hope this helps!

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Andrea Rogers Replied
Employee Post
Shannon,
 
The Knowledge Base and Online Help are actually two separate resources. I would recommend using both of these in getting familiar with and configuring SmarterTrack.
 
The Knowledge Base is the area where we give step-by-step instructions. You'll find steps on using and configuring the functionality in SmarterTrack, as well as troubleshooting articles. The Online Help is available for understanding the concepts of SmarterTrack. You'll find information on what SmarterTrack is, how it works, details on what a feature will do, descriptions of the settings, etc.
 
As a starting rule, I'd say that if you know what you need to do, but aren't sure how it's done, check out the Knowledge Base. If you're configuring something in SmarterTrack and aren't sure what a specific setting is or what that feature does, use the Online Help. In fact, there's a Help button in the upper right corner that will take you directly to the Online Help doc for the SmarterTrack page you're on. Just click on Help --> Online Help. In that doc, you'll find a paragraph or two letting you know what the feature is and descriptions for what each of the settings are looking for.
 
Generally, you can find information on a feature in both the Knowledge Base and Online Help; the type of information you get will just differ depending where you're at. If you want to utilize both resources, I'd do your search in the Online Help. When you do, related Knowledge Base articles are shown as well so you can see Help articles and KBs side by side. In some cases, not all of the KBs will appear, but it'll give you a starting point.
 

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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