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Articles in Agent Configuration and Management

Previous Versions > SmarterTrack > Agent Configuration and Management
  • Access SmarterTrack on a Mobile Device
  • Add an Agent to a Group
  • Add or Delete a User
  • Allow Agents to Manually Pull Live Chats from the Queue
  • Allow Agents to Manually Pull Tickets from the Queue
  • Allow Customers to Submit Tickets by Email
  • Assign Roles to Agents or Users
  • Automatically Log Agents in to the Management Interface
  • Change Agent Status
  • Change the Subject of a Ticket
  • Coach Agents During Live Chats with Customers
  • Get Assistance from Another Agent
  • Insert Canned Replies into Live Chats
  • Insert Canned Replies into Ticket Responses
  • Prevent Agents from Changing their Status
  • Push Pages to Customers in Live Chat
  • Restrict Employee Access to Specific Reports
  • Search for All Tickets or Live Chats for a Specific Customer
  • Set Up Custom Fields for Agent Use Only
  • SmarterTrack's Search Explanation

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