Create Call Log Based Events

SmarterTrack's event-driven architecture gives System Administrators, Managers and Agetns the ability to be notified when an event occurs in the system. For example, a Manager can use the events system to automatically receive a notification when a call log has been created.

Most commonly, System Administrators and Agents use this feature to receive an email notification when a call log is created for a certain other Agent. Although the steps below show you how to create the most commonly used call log event, the procedure is similar to the other call log events.

Creating Agent-level Call Log Events

1. Log in to the SmarterTrack Management interface as an Agent or System Administrator.
2. Click Menu icon, and from the dropdown select Settings.
3. Under the Configuration header click on Events.
4. Ensure the Global tab is selected.
5. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
6. In the Name field, type a name for the event.
7. In the Category field, select Call Logs from the list.
8. Select the type in the Type field.
9. Click OK.
10. Click the Conditions tab and select the Acting Agent checkbox.
11. Select the appropriate agent from the drop-down list.
12. Click the Actions tab.
13. Click Add Action.
14. In the Action field, select Send Email from the list.
15. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Creating New Events page in the SmarterTrack Online Help.

Creating System-level Call Log Events
To create an system-level call log event that sends an email when a call log is created by a specific agent, follow these steps:

1. Log in to the SmarterTrack management interface as a System Administrator.
2. Click Menu icon, and from the dropdown select Settings.
3. Under the Configuration header click on Events.
4. Ensure the Global tab is selected.
5. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
6. In the Name field, type a name for the event.
7. In the Category field, select Call Logs from the list.
8. Select the type in the Type field.
9. Click OK.
10. Click the Conditions tab and select the Acting Agent checkbox.
11. Select the appropriate agent from the drop down list.
12. Click the Actions tab.
13. Click Add Action.
14. In the Action field, select Send Email from the list.
15. Click Save.

This will create a basic email notification using the default configuration. All other configuration settings and conditions are optional. For more information, please refer to the Creating New Events page in the SmarterTrack Online Help.

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