Configure Who's On to Track Portal Visitors

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

As visitors hit your customer-facing Portal, they will show up in the Who's On area of SmarterTrack. Using Who's On, Agents can watch users as the travel to various areas of the Portal and perform actions based on where those Users are, such as pushing a live chat to a customer if they're on a particular knowledge base article or news item. To configure Who's On, do the following:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Menu icon, and from the dropdown select Settings.
  3. Under the Configuration header, click Who's On. The Who's On settings will load in the content pane.
  4. On the Options tab, be sure to check Enable Who's On. This will activate Who's On for the Portal. 
  5. Click Save.
That's all you need to do at this point. Who's On will be enabled for the Portal and you can start watching visitors. For information on interacting with customer via Who's On, please refer to the KB article Use Who's On to View and Interact with Website and Portal Visitors

Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.