Create Call Log Based Events

SmarterTrack's event-driven architecture gives system administrators 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, administrators and agents use this feature to receive an email notification when a call log is created for a certain 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.

Applies to SmarterTrack 11.x-12.x

Creating Agent-level Call Log Events
To create an agent-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 an agent or administrator.
2. Click the settings icon.
3. Expand the My Settings folder in the navigation pane and click My Events.
4. Click New in the content pane toolbar.
5. In the Name field, type a name for the event.
6. In the Category field, select Call Logs from the list.
7. Select the type in the Type field.
8. Click OK.
9. Click the Options tab and select the Acting Agent checkbox.
10. Select the appropriate agent from the drop-down list.
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 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 an administrator.
2. Click the settings icon.
3. Expand the Configuration folder in the navigation pane and click Events.
4. Click New on the content pane toolbar. This will open a dialog box with different event options.
5. In the Name field, type a name for the event.
6. In the Category field, select Call Logs from the list.
7. Select the type in the Type field.
8. Click OK.
9. Click the Options tab and select the Acting Agent checkbox.
10. Select the appropriate agent from the drop down list.
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 Creating New Events page in the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 10.x

Creating Agent-level Call Log Events
To create an agent-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 an agent or administrator.
2. Click the settings icon.
3. Expand the My Settings folder in the navigation pane and click My Events.
4. Click New in the content pane toolbar.
5. In the Name field, type a name for the event.
6. In the Category field, select Call Logs from the list.
7. Select the type in the Type field.
8. Click OK.
9. Click the Options tab and select the Acting Agent checkbox.
10. Select the appropriate agent from the drop-down list.
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 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 an administrator.
2. Click the settings icon.
3. Expand the System Settings folder in the navigation pane and click System Events.
4. Click New on the content pane toolbar. This will open a dialog box with different event options.
5. In the Name field, type a name for the event.
6. In the Category field, select Call Logs from the list.
7. Select the type in the Type field.
8. Click OK.
9. Click the Options tab and select the Acting Agent checkbox.
10. Select the appropriate agent from the drop down list.
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 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.