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4.1 Agent Experience

Overview

The 4.1 Clarity Connect Console embeds call controls within the agent’s browser and thus has certain limitations to keep in mind.

Two agent experiences are available in Clarity Connect 4.1: the Skype-Enabled Dashboard Experience (default agent experience), where agents answer sessions through the Clarity Connect Console, and the Remote Session experience, where agents answer sessions through the Skype for Business client.

To disable the Silverlight Agent Console, navigate to the Agent Profiles page and unselect the Silverlight check box. Note that the Silverlight Agent Console cannot be toggled on via the Agent Profiles page once it has been disabled. A SQL command must be run against the database to enable the Silverlight Agent Console after it has been disabled.

Agent Experience

The agent experience can be customized via the Agent Profiles page. Additionally, Clarity Connect provides operator support. To immediately display transfer options when a call is answered instead of standard session information, select the Operator box on the Agent Profiles page.

Automatic log on with username and password is a requirement for Clarity Connect 4.0.10 and 4.1.2. To configure automatic log on, see the Clarity Connect Knowledge Base.

Skype-Enabled Dashboard Experience

The Skype-Enabled Dashboard Experience (default agent experience) attempts to present sessions within the Clarity Connect Console, which allows agents to perform all call and instant messaging controls, as well as view conversation details and history. If the Clarity Connect Console cannot be reached, Clarity Connect routes the call to an alternative endpoint.

Supervisor Controls

To configure the Skype-Enabled Dashboard Experience for an agent, navigate to the Agent Profiles page and unselect Disable Ring Dashboard Only and Dashboard Without Skype.

Note that the Clarity Connect Console functions as an endpoint, and all sessions will ring in the browser window instead of within the Skype for Business client with the above settings enabled.
If on another call, an agent will not be able to place an outbound call using the Clarity Connect Console as he or she will be fully utilized. An agent must first place the active Clarity Connect Console call on hold and then place the outbound call through the Skype for Business client.

See Web Agent Console for more information on managing sessions using the Agent Console view.

Remote Session Experience

The Remote Session Experience attempts to present sessions to an endpoint other than the Clarity Connect Console, such as the Skype for Business client or an agent desk phone. Agents still must use call controls within the Clarity Connect Console, however.

To configure the Remote Session Experience for an agent, navigate to the Agent Profiles page and select Disable Ring Dashboard Only and Dashboard Without Skype.

Answer a Session

To answer an incoming session through the Skype for Business client, click Accepton the toast message. After accepting a session, the Skype for Business chat window displays a welcome message along with a session information pane (this must be installed using the Agent Console Installer). Session updates appear in the chat window (Figure 1).

Agents must conduct any chats through the Skype for Business client. The chat window will not appear in the Clarity Connect Console during remote sessions.

Figure 1 Skype for Business client chat window with session information pane

The session information pane to the right of the chat window lists the unique session ID, the customer name, and the customer URI, as well as a link to the Clarity Connect Console, which includes the Agent Console view.

The session information pane contains four context tabs:

Extra Items

The Extra Items tab contains extra items, if they are configured. Extra items are variable names with values assigned to them.

Call Flow

The Call Flow tab contains details on the path the caller took through the IVR menu before being connected to an agent:

  • Node Name indicates the name of the node the session traversed through.
  • Duration indicates how long the session spent in that particular node.
  • Notes detail selections the caller made in that particular node.

Session Event History

The Session Event History tab contains details about the session and allows the agent to add notes to the call:

  • Detail Time indicates the time the session status was updated.
  • Details include all available information about the previous session, including any dispositions and notes, if applicable.

Customer History

The Customer History tab displays past session details on the caller, if applicable:

  • Detail Time indicates the start time of the session.
  • Details include notes from past sessions.

Caveats

There are a few things to keep in mind when answering sessions through the Skype for Business client.

If the agent is not signed into Skype for Business in the Clarity Connect Console, that agent will not have access to Skype for Business contacts when searching for a user during a transfer, consult, or invite. Only individuals registered in Clarity Connect will appear during searches.

Agents will not be able to perform transfers, consults, or invites with those contacts through the Agent Console view. This is because contacts are not registered as agents in Clarity Connect, and all audio is routed through the Skype for Business client.

Pinned contacts do not show up for agents using Remote Session Experience. To view pinned contacts during Remote Session Experience, sign into Skype for Business via the Clarity Connect Console or use Skype for Business transfers.

Agents can be configured to automatically sign into Skype for Business in the Clarity Connect Console via the Agent Profiles page on the administrative website. Agents can also manually sign into Skype for Business in the Clarity Connect Console on the Agent Summary Card view (Figure 2). Note that being signed into the Skype for Business desktop client does not necessarily mean the agent is also signed into Skype for Business in the Clarity Connect Console.

Figure 2 Sign into Skype for Business in the Clarity Connect Console

Limitations

Federation

In a federated environment where users are authenticating with different SIP and network login domains (ex: user@localdomain.com, user@hosteddomain.com), answering calls through the Skype-enabled Dashboard is not supported.

Customers with this type of federated setup must use the local Skype for Business client and Remote Session Experience.

Credentials

Because the Agent Console is an endpoint for Skype for Business, agents using Clarity Connect call center functionality must be set up as a user in Skype for Business. Agents must also log in to the Agent Console with a user principal name (UPN) format, which consists of a user account or logon name (username), a separator (@), and a UPN suffix or domain name (company). Example: username@company.com

The UPN may be different from the agent’s username and password for the Clarity Connect administrative website.

Error messages will display on the Dashboard (Figure 3), including the following:

  • Not signed into Skype displays if the agent is not properly signed into Skype for Business.
  • Dashboard no longer targeted displays if GRUU targeting is disabled. When this setting is disabled, incoming sessions will ring all open endpoints (the browser, Skype for Business client, and agent desk phone, if applicable). GRUU targeting can be enabled via the Agent Profiles page on the administrative website.
  • Chat only displays if the agent can only receive instant message sessions.
  • Server connection error displays if the server experiences an issue when trying to establish a connection.

Figure 3 Dashboard Error

Browser

All agent PCs must be equipped with an Internet connection to allow proper authentication. Internet Explorer (IE) 11, Safari, and Edge support agent audio experience. For optimal experience, the browser display resolution should be at least 1280 x 800.

The 4.1 Agent Console will not resize to display on lower resolution monitors. Agents may use the scroll bars to access call controls.

To view different browser limitations, see Table 1 below.

Table 1 Browser Limitations
Browser Voice IM Desktop HTML5 Notifications In-Browser Device Selection
IE 11 with plug-in X   X
Edge X X X uses Windows default settings
Chrome   X X  
Firefox   X X  
Safari with plug-in X X X

When using a browser that only accepts IM sessions (Chrome, Firefox), incoming audio sessions will ring all endpoints but will not be offered in the browser as it is not supported. The agent may answer calls in the Skype for Business client, however. When accepting calls this way, a static version of the Agent Console will display in the Skype for Business context pane. Any session answered in the Skype for Business client will also display alongside sessions answered in the Dashboard. These sessions can be remotely controlled with basic call controls such as Start Hold, Stop Hold, and Transfer.

If using an operating system other than Windows 10, it is recommended to use Internet Explorer 11 with the Skype for Business plug-in. Download the Windows version here. Download the Mac version here.
If using Internet Explorer, ensure the browser is not running in Compatibility Mode.
Edge allows for visual desktop notifications that are not currently available in Internet Explorer 11. If HTML notifications are turned on, it is recommended to turn off multi-channel targeting to minimize multiple notifications.

Call Escalation

In Clarity Connect 4.1.0, callers can escalate IM sessions to voice sessions. If the caller escalates the call, the agent must accept the escalation in the Agent Console, not in the Skype for Business client.

In Clarity Connect 4.1.2, callers can escalate IM sessions to voice sessions. If the caller escalates the call, the agent must accept the escalation in the Agent Console, not in the Skype for Business client. Agents can also escalate IM sessions to voice sessions.

Localization

English, Croatian, German, and French are supported and available via the Agent Profiles page on the administrative website.

The Flow section of the Agent Console does not support localization as it displays IVR updates pulled directly from the portal logs.

Video Calling

Initial support will be made available in Clarity Connect 4.1.3. This will not include screen sharing functionality and both participating parties must have Skype for Business.

Outbound Dialing for Proxied Calls

Initial support will be made available in Clarity Connect 4.1.2.

Ongoing Call Behavior

The 4.1 Agent Console is a separate endpoint. Because of this, if calls are answered within the 4.1 Agent Console while the agent is participating in another call or meeting handled by their Skype for Business client, Clarity Connect will not place the Skype for Business call on hold.

Clarity Connect routes calls based on agent presence, and agents with a status of “In a Call,” “In a Meeting,” or “In a Conference Call” should never receive a Clarity Connect call. An exception to this is if an agent is “In a Call” and then manually sets themselves to “Available” in Clarity Connect or Skype for Business.