Set Up the Live Chat Distribution Method

Previous Versions > SmarterTrack > Department/Group Configuration and Management
This article applies to SmarterTrack 14.x and earlier. View articles for recent versions.
SmarterTrack allows System Administrators to choose the live chat distribution method. Distribution methods for live chat include Round Robin or Cherry picking.

Applies to SmarterTrack 11.x-14.x

Follow these steps to set up the live chat distribution method as Round Robin:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folders.
  4. Click Live Chat in the navigation pane.
  5. Click the Options tab.
  6. Checkmark "Distribute chats via Round Robin". NOTE: If this setting is not enabled live chats will go to the Queue. All agents will need to manually pull chats as they come.
  7. Click Save.
 

Applies to SmarterTrack 6.x - 10.x

Follow these steps to set up the live chat distribution method as Round Robin:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Live Chats folders.
  4. Click Live Chat Settings in the navigation pane.
  5. Click the Options tab.
  6. Checkmark "Distribute chats via Round Robin". NOTE: If this setting is not enabled live chats will go to the Queue. All agents will need to manually pull tickets as they come.
  7. Click Save.
For more information, refer to the Live Chat Distribution Methods page of the SmarterTrack Online Help.

 

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.

Article ID: 3291, , Modified: 4/15/2024 at 8:04 AM

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