Applies to: SmarterTrack 3.x

Problem:

When tickets are submitted to SmarterTrack, these tickets are delivered to Departments, Groups, and Agents through a Queue. Agents will only receive tickets from the Queue, if they are members of the Group, are set to Actively Receiving tickets, and have a ticket Workload Weight greater than 0. 

Resolution:

Here are a couple of things to check if Tickets are stuck in the Queue:

In order to receive tickets make sure that the Agent is a member of the appropriate Group and that their Workload Weight is greater than 0.

Log in as the System Administrator.

1. Click Settings
2. Click Groups
3. Click Highlight the Group and then click Edit (to Edit a Users weight) or Add Users (to Add additional User to a Group).
4. Click User tab.
5. Double click the Agent to edit the ticket Workload Weight.
6. Make sure that the Workload Weight greater than 0.
7. Click Save
8. Click Save, again.

Agents have Tickets and Chat Statuses associated with them.  For Tickets, Agents can either Start (Actively Receiving) or Stop (Not Actively Receiving)  For Chats, the Statuses are Start (Actively Receiving) or Stop (Not Actively Receiving) and AFK (Away from Keyboard).

1. Set an Agent's status to Active.
2. Log in in as an Agent.
3. Click on the Workspace menu.
4. Click Agent Status.
5. Click Ticket Groups.
6. If there are multiple groups, have Agent select appropriate group(s).
7. Click Start
8. Once, an Agent is Active he/she will begin receiving tickets.