Create Survey Based Events

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

SmarterTrack's event-driven architecture gives System Administrators, Managers and Agents 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 survey is completed or when a survey receives a certain rating.

Most commonly, System Administrators and Agents use this feature to receive an email notification when a survey receives a poor rating. Although the steps below show you how to create the most commonly used survey event, the procedure is similar for the other survey events.

Creating Agent-level Survey Events
To create an Agent-level survey event that sends an email when a survey receives a poor rating, follow these steps:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click Menu icon, and from the dropdown select Settings.
  3. Under the My Settings header click My Events. A list of existing events will load in the content pane.
  4. To create a new event, click the New button in the content pane toolbar. This will open the New Event modal.
  5. In the Name field, type a name for the event.
  6. In the Category field, select Survey from the list.
  7. In the Type field, select Survey Answered from the list.
  8. Click OK.
  9. Click the Options tab and select the Survey Rating checkbox.
  10. Select Less Than from the list and type in the rating value that the system is checking for.
  11. Click the Actions tab.
  12. Click Add Action.
  13. In the Action field, select Send Email from the list.
  14. 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 Survey Events page in the SmarterTrack Online Help.

Creating System-level Survey Events
To create a system-level survey event that send an email when a survey receives a poor rating, 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 Survey from the list.
  8. In the Type field, select Survey Answered from the list.
  9. Click OK.
  10. Click the Options tab and select the Survey Rating checkbox.
  11. Select Less Than from the list and type in the rating value that the system is checking for.
  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 Survey Events page in the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

Add Feedback