All Active Groups

Department are broken into divisions called groups. For example, a support department may have level 1 support (less experienced support agents), level 2 support (more experienced support agents), and support management groups. Each group may have different permissions assigned to it, giving organizations the ability to assign agents within a single department varying access to information.

In addition, each agent within the group has a status of active or inactive. Active status indicates that the agent can be assigned Tickets and/or Live Chats. An agent with an inactive status cannot be assigned Tickets and/or Live Chats. System administrators can view and edit the status of agents within each group from the All Active Groups section of the management interface.

The All Active Groups section is broken into two subcategories: Active Ticket Groups and Active Live Chat Groups. These sections give the system administrator the ability to view the following information about each subcategory:

• A list of all agents
• The status of each agent
• The number of active Tickets or active Live Chats assigned to each agent
• The number of active Ticket or Live Chat groups
• The total number of Ticket or Live Chat groups that the agent belongs to

To access this information, click the Manage button from the main toolbar, then select Active Ticket Groups (to edit Ticket groups for an agent) or Active Live Chat Groups (to edit Live Chat groups for an agent) from the left tree view.

To change the status of an agent, select the agent and click the Edit button from the actions toolbar or double-click a specific agent.

« SmarterTrack – Manage Overview | SmarterTrack – Global Tickets »