One key factor in using SmarterTrack efficiently is understanding an Agent's status. Each Agent has a status of Available or Unavailable. Available status indicates that the Agent will automatically receive new live chats, when the Round Robin method is used for live chat distribution. An Agent with an Unavailable status cannot be automatically assigned live chats. (Though they can still pull live chats from the queue.) Unavailable equates to the "away from keyboard" or "AFK" status that other help desks offer.
NOTE: Agent availability is different than the Agent being Active or Inactive in Groups.
As an Agent, follow these steps to change your status:
- Log in to SmarterTrack using your Agent credentials.
- Click on the Availability menu (the Agent avatar or monogram in the upper, right corner of the Management Interface.
- From the dropdown menu, select Available or Unavailable.
- As mentioned, going Unavailable means that the Agent will temporarily stop receiving new live chats, but it does NOT affect the ability to receive new tickets.
Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.