Organize Your Organization

SmarterTrack gives managers the ability to step outside the limitations of pre-defined configurations and Service Level Agreements (SLAs) as they build their organization. SmarterTrack can help managers to create custom standards, metrics, and structures to suit their individual needs. SmarterTrack includes Web-based administration that allows administrators to manage virtually all actions from one convenient interface or to automate administrative functions through exposed Web services. Managers can easily monitor agents in real-time, gauge performance, and much more.

Monitor Your Organization

SmarterTrack’s seamless, AJAX Web interface allows for effective management and administration from literally anywhere in the world—all in real-time. Settings can be changed, agent activity can be monitored live, plus automated and manual adjustments can be easily navigated through the Management Interface.

Automate Your Organization

By utilizing the revolutionary Events system within SmarterTrack, managers can set the actions field to escalate any issue automatically based upon defined parameters, such as:

• Key words in the subject line
• Number of responses
• Idle time
• Username
• Custom Fields
• Many more individual or combinations of triggers

Definable Structure

SmarterTrack allows managers to define their company structure—departments, groups, and agents—in ways that are best suited to specific environments. Agents and managers can exist in multiple departments or groups, and policies and events can be customized to each. SmarterTrack can be built in either dedicated and shared environments—and migrated effectively between the two—to provide complete flexibility as your operational needs change. Database functions can be connected to either SQL (Server 2000 or higher) or MySQL (4.1 or higher).

Manage Knowledge Channels

SmarterTrack gives users and agents the ability to access the SEO friendly Knowledge Base and News items. The Knowledge Base is organized by category and supports full natural search capabilities to help utilize the KB articles more efficiently. KB articles and other information can be displayed automatically for customers as they submit Tickets through the Portal. Agents can work concurrently on multiple KB articles with the use of pop-up windows.

Find What People are Not Finding

Managers can use the advanced reporting features to locate statistics and information on Knowledge Base searches. Managers can know what terms are being searched for that are not yielding results, as well as the number of articles that are found but not relevant to the customer performing the search.