Setting Up Agents

Creating a new agent in SmarterTrack is a relatively simple process that can be completed in minutes. Any employees that will communicate with customers via email, Tickets, or Live Chats should be added as agents in SmarterTrack. This will ensure that all customer communications are tracked and documented, and can be searched for at a later time.

Agents can be added upon initial product installation using the SmarterTrack Setup Wizard. For more information, refer to the appropriate installation instructions referenced above.

Additional agents can be added (or deleted) at any time from SmarterTrack’s management interface. Only administrators can create new agents, so you will need to log in using an administrator account.

Using SmarterTrack with SmarterNotify

SmarterNotify is an easy-to-use, Windows-based desktop alert program that makes monitoring software applications and networks convenient by eliminating the need for always-open Web browsers and server connections. Because both SmarterTrack and SmarterNotify were built by SmarterTools developers, the two programs are highly compatible. SmarterTrack’s event system allows users to act on events that occur throughout the system when they occur, such as the creation of a new ticket or the modification of a KB article. Many users will find that using SmarterTrack in conjunction with SmarterNotify will free up their workspace because there will no longer be a need to keep the SmarterTrack Web application open to receive event notifications from SmarterTrack.

Examples of how SmarterNotify can be used in conjuction with SmarterTrack include:

• An escalation department that only receives a few Tickets each day may use SmarterNotify to alert agents or system administrators when a customer has responded to a Ticket or a Ticket is transferred between agents.
• A supervisor may configure the programs to notify him when there are too many Tickets in the queue or when a Ticket is waiting too long for a reply.
• And more.

To use SmarterNotify in conjunction with SmarterTrack, you’ll need to create an event in SmarterTrack as usual. Then you will need to create a corresponding connection profile in SmarterNotify.

Browser Support Information

Because the different Web browsers interpret information from Web pages differently, some pages in SmarterTrack may load incorrectly. Check the table below to see which browsers SmarterTrack supports and whether any known issues exist.

How SmarterTrack Works

There are two main components that work together within SmarterTrack: the Web interface and the database backend. Both components must be active for SmarterTrack to operate.

Web Interface

The Web interface is a Web site that is used for administration and interactivity with SmarterTrack. It is divided into two components: the management interface and the portal interface. System administrators use the management interface to set up departments and establish permissions for agents. Agents use the management interface to respond to and manage Tickets and chats. Customers can also use the portal interface to retrieve Ticket information, submit new Tickets and chats, or search Knowledge Base articles.

Database Backend

SmarterTrack needs a database to store data. For SmarterTools customers using Hosted SmarterTrack, the database backend is installed on servers managed by SmarterTools.

SmarterTools customers using an installed version of the software can run SmarterTrack run with any of the following databases:

• Microsoft SQL Server – Version 2005 or higher recommended
• Microsoft SQL Server Express – Version 2005 or higher
• MySQL – Version 5.1 or higher recommended Note: SmarterTrack 4.x will only support the InnoDB database engine and will attempt to use InnoDB for all upgrades and new installations.

What is SmarterTrack?

SmarterTrack is a powerful application built for tracking, managing, and reporting on customer service and communications, including sales and support issues. Features include:

• A world-class Ticket solution that transforms service, sales, and support emails into a powerful information distribution system.
• Live Chat, which gives businesses the ability to reduce phone calls, capture information on Web site visitors, and assist more customers concurrently.
• WhosOn, which gives businesses real-time tracking of customers as they navigate Web sites, providing the opportunity to increase sales, expedite customer service, and gather information on site visitors.
• A portal interface that is optimized for search engines and functions as the central hub for all communication channels.
• Self-service resources, such as a Knowledge Base and news items, that allow customers to research and resolve questions and issues on their own.
• A Web-based interface that provides accessibility wherever an Internet connection is available.
• An integrated survey system.
• More than 70 summary and trend reports with many levels of customization and filtering
• Support for multiple brands within a company.
• And more…

SmarterTrack is a complete customer service solution for individuals, small businesses, and enterprise organizations and is available as a traditional software installation or as a hosted service. In addition to providing your company with an effective customer support structure, SmarterTrack offers powerful tracking and effective reporting that help to manage company costs and employee scheduling.

Procedure to check DNS records before pointing the nameserver to your Hosting Company

* Click on Start -> Run
* Type cmd and press enter

* Type

C:\>nslookup (Press enter)

>server ns1.wiplon.com (One of Hosting company Nameserver) – Press Enter

* To Check MX Record

>set type=mx (Press Enter)
>yourdomain.com (Press Enter)

* To Check A Record

>set type=A (Press Enter)
>yourdomain.com (Press Enter)

Overview

Report Items are the backbone of the SmarterStats application, and every statistic taken from your log files (e.g. Top Paths) is considered a Report Item. Report Items contain a single table of information and optionally, a chart.

Standard Reports and Custom Reports contain various Report Items. For example, a “Webmaster Report” would have a “Top Path” report item, a “Top Entry Pages” report item, etc.

SmarterStats provides a Report Item tree on the left sidebar. Using this sidebar, end-users know all the Report Items that are available for use.

Note: Not all reports are available for users and/or domains. Consult your system or domain administrator for report availability.

Formulating the Graph

You will see a calendar of the current month and fields with drop down menus on the right side.

NOTE: Not all of the options below will be available for each report type.

• Calendar – You can choose any amount of time you wish to base your report on—day, week, or month.
• Rows – You can choose how many rows of usernames you would to have appear—10, 100, 500, 1000, 10,000.
• Sort – This allows you to choose how you want the different usernames sorted. Then you can select if you want it sorted in Ascending or Descending order.
• Chart – allows you to select which type of graph you want your data displayed in.
• Value 1 – This gives you the option of which values you want to use in your graph—None, Total Disk, Junk Email, Deleted Items.
• Value 2 – You can choose if you would like to add a second value to your graph.
• Filter Set – Select a filter set that you have already created. To create a filter set, click the Settings button on the main tool bar, then select Filter Sets from the My Settings folder in the left tree view.
• Spider – You can select from the drop down menu a specific Spider/Bot to track.

Once you have the data which you want shown in the report, click the Get Report button on the right side.

Across the action toolbar there are four icons—Add Favorite, Email, Export, and Print.

• Add Favorite – This will allow you to add this report to your favorites list.
• Email – This will allow you to send another person your report.
• Export – This will allow you to export your report to a file.
• Print – This will allow you to print your graph and chart.

Filter Sets

Filtering specific data out of reports has become simple in SmarterStats. With Filter Sets, you can easily create multiple sets of data to limit the return values of your reports. Create different Filter Sets for each subset of data you want to track, and you can quickly flip between them when viewing reports.

With a filter set active, a separate line-item will appear at the bottom of reports that indicates the totals for the filtered items. In this fashion, the totals that appear in the tables still represent the actual values of your site.

To get started, click the Settings button on the main tool bar, and then select Filter Sets from the My Settings folder in the left tree view.

Adding a Filter Set

1. Click on the Add Filter Set icon from the actions tool bar, or click on the name of a Filter Set to edit it.
2. Filter Name – Enter a short but descriptive name for the filter set.
3. Filters – Enter the items you want to exclude, one per line. Any text field in reports that contains any item in the list will be removed from the report and its values will be added to a summary line. Note: Filters are NOT case sensitive.
4. Enable as active filter set – Enable this to use this set as the default whenever viewing reports.
5. Click on Save icon from the actions tool bar to save the filter set.

Account Settings

This section will allow you to make some basic changes to your settings, and also gives users a method of changing their password.

User

Username – For reference, your username shows here.

New Password – Enter the new password you want to use for your account.

Confirm Password – To prevent data entry errors, please re-enter your new password.

Default Skin – Select a skin from the drop down menu to use for the SmarterStats interface. Note that this option may not be available if your administrator has not chosen to allow other skins.

Report Options

Default Date Range – This is the default date range that will be selected when you log in.

Default Rows – Choose the default number of rows to show in report item tables.

Chart Type – Enable this and select from the drop down menu the types of charts you want utilized within in your reports. When this box is unchecked, all Report Items will display tables only, and no graphics.

Enable Animation – Enable this to turn on chart animations for the Silverlight charts, if enabled.

Enable IP Address Resolution – Enable this to resolve all IP addresses that show up in reports to their host names. Enabling this feature will increase the amount of time it takes to render report items with IP addresses. Your administrator may limit the number of resolutions performed per report item.

Enable auto-generation of Reports on Page Load – Enable this to have reports automatically generated each time you choose one from the menu. Enabling this option will make navigating through the site slower, but will reduce the amount of clicking you have to do to see reports.

Enable randomization of chart colors – Enable this to allow the system to use a semi-random color palette for charts. Each time you refresh a report, it may look different.

Click the Save icon on the actions tool bar to save all changes.

Logging in to SmarterStats

You will need to obtain the link to your SmarterStats server’s web site from your Administrator or Site Administrator.

To login to SmarterStats, type in your Username and Password on the login screen, along with the Site ID that was given to you by your administrator. If everything matches up, you will be presented with the home page for your statistics.

One thing to notice on the Login page is the “Remember Me” checkbox. By checking this box SmarterStats encrypts your login and password, then you can close the browser window and not have to re-log in when you return. This function works as long as you do not “log out” of SmarterStats prior to closing your browser window. If you do log out, you will have to log back in upon your return, regardless of whether the “Remember Me” box was checked or not. You will need cookies enabled on your browser for this feature to work.