Introduction

This document describes the functionalities of the Clarity Connect platform and guides users through agent management, portal maintenance, call handling, and message handling using the administrative website.

Overview

The administrative website displays the user’s name, status (yellow, green, or red tile), Suspend, and Set Status (Figure 1).

Click Suspend to temporarily take the agent off phone calls, instant messages, and e-mail sessions. Click Unsuspend to make the agent available to take calls again.

Click Set Status > I’m Back to mark the agent as Available. Click Set Status and choose a reason code to categorize the agent’s away time.

Agents in federated deployments will not have access to the Set Status feature.

The main menu bar allows users to navigate the administrative website. Items on the main menu bar may or may not be visible depending on the user’s agent authorizations.

Figure 1 Administrative website main menu bar

Each functionality on the main menu bar is governed by a resource, which grants a specific set of permissions to the user depending on his or her assigned role. To learn more about customizing user authorizations, see Authorizations and Roles & Permissions .

Display Settings

Click the Asterisk icon in the upper right corner of the administrative website to view the Display Settings page (Figure 2 and Figure 3). The selected time zone will govern displayed times throughout the administrative website.

Figure 2 Display Settings icon

Figure 3 Display Settings page

Select the desired time zone from the drop-down menu and click Save.

Click Clear Display Cookies to clear Clarity Connect cookies if the browser experiences issues.

Click Agent Console Installer to download a .reg file. The .reg file can be run to re-register the Agent Console if it fails to load.

The user must have sufficient permissions to run the .reg file.

Dashboard

Dashboard is viewable on the main menu bar. This provides access to real-time Connect performance data.

Figure 4 HTML5 Dashboard

The Dashboard’s default template displays Today’s Overview as the landing view (Figure 4). The following metrics appear here:

To alter or customize Dashboard metrics, click Dashboard > Dashboard Templates and reference Dashboard Templates.

Overall Service Level

This displays the percentage of sessions that meet the service level agreement (SLA), breaking out the number of sessions answered and those answered within the SLA.

Available Agents

This displays the number of available, on phone, and logged on agents that can accept queued calls.

On phone agents are defined as agents who are available to take a call or are busy speaking with a customer or performing after call work. Logged on agents are defined as logged on to Skype for Business, skilled for the particular queue, and not suspended.

Queue Depth

This displays the number of queued calls divided by the number of available, after call, or in call agents for that queue. It also breaks out the number of queued sessions and on phone agents.

By default, these metrics display for calls (Phone icon), instant messaging sessions (Speech Bubble icon), and e-mail sessions (Envelope icon). To choose which metrics are displayed, click the icons in the Dashboard menu bar (Figure 5).

Figure 5 Dashboard menu bar

Click the Bell icon to view alerts.

Click your name in the upper right to view your agent summary (Figure 6). The following metrics appear by default:

Utilization

This displays the agent’s utilization, as well as the number of AV calls, chats, and messages handled.

Total Sessions

This displays the total number of AV calls, chats, and messages an agent has handled, as well as the number of RONAs the agent has received.

Average Handle Time

This displays the agent’s average handle time, the number of handled sessions, and the maximum handle time.

Figure 6 Agent summary

Click your status to change it to either Suspended or Unsuspended.

Hover the pointer over Logged Out to change your away reason code or mark yourself Available after returning from an Away status (Figure 7).

Figure 7 Change an agent’s status

Click X to return to Today’s Overview. Click the pop-out icon (Figure 8). The Big Board view will appear (Figure 9).

Figure 8 Pop-out icon

Figure 9 Big Board

The Big Board displays configurable metrics for each queue that can be filtered by modality (top right).

From Today’s Overview, click the Menu icon (Figure 10).

Figure 10 Dashboard menu bar

Click Filter to view the Filter page (Figure 11). Configured queues will appear here. Queues and teams selected here will display in the Queues and Teams sidebars. Multiple business units or a group may be selected here. Click Apply to finalize changes.

Figure 11 Filter page

Click Queues to view the Queues sidebar (Figure 12). All configured queues selected on the Filter page will appear here.

Figure 12 Queues sidebar

Click Queue Rollup. The Queue Rollup Dashboard will appear (Figure 13). Click the column titles to sort data. Click See More to view additional metrics (Figure 14).

Figure 13 Queue Rollup Dashboard

Figure 14 Queue Rollup Dashboard (see more)

Click the pop-out icon in the upper right corner to view the tear-off (Figure 15).

Figure 15 Tear-off view

The following metrics appear on the Queue Rollup Dashboard and tear-off:

Answered (Today)

This displays the number of calls answered by all agents today.

Average Abandon Time

This displays the average amount of time at which a communication was abandoned (hang ups) while waiting in queue.

Abandon Rate (ABA)

This displays the percentage of communications abandoned while waiting in queue.

Average Excess Time

The average amount of time it took beyond the service level goal for the call to be answered.

Average Handle Time (AHT)

This displays the average amount of time agents spent on calls.

Average Queue Time

This displays the average amount of time callers waited in the specified queue before being connected to an agent.

Callbacks Requested

This displays the number of customers who requested a callback.

Longest Available Agent (LAA)

If any agents are currently available, this displays the longest time any agent has been waiting for a call.

Longest Handle Time

This displays the longest time a live communication has been in queue waiting for an agent to become available.

Max Abandon Time

This displays the maximum amount of time at which a communication was abandoned (hang ups) while waiting in queue.

Queue Depth

This displays the number of queued calls divided by the number of available, after-call, or in-call agents for that queue. It also breaks out the number of queued sessions and on phone agents.

Queued (Now)

This displays the number of communications currently in queue waiting to be connected to an agent.

RONAs

The number of session invites agents missed.

Service Level

This displays the percentage of sessions that meet the service level agreement (SLA).

Active Sessions

This displays the number of active communications.

Click an agent’s name to view details on utilization percentage, total AV calls, chat, and message sessions, as well as a breakdown of his or her time spent away, available, and in call (Figure 16).

Figure 16 Agent Detail

Click Teams to view the Teams sidebar (Figure 17). All configured teams selected on the Filter page will appear here.

Figure 17 Teams sidebar

Click a team to view Dashboard metrics specific to that team (Figure 18). Click the column titles to sort data. Click See More to view additional metrics (Figure 19).

Figure 18 Team Dashboard

Figure 19 Team Dashboard (see more)

Click the pop-out icon in the upper right corner to view the tear-off (Figure 20).

Figure 20 Tear-off view

The following metrics appear on the Teams Dashboard:

After Call Time

The amount of time agents spent in after call time wrapping up a session.

Answered (Today)

The number of sessions answered today.

Average Handle Time (AHT)

This displays the average amount of time agents spent on calls.

Current Utilization

The team’s current utilization percentage.

Direct Inbound Dial (DID) Count

The number of direct inbound dials proxied through the system.

Direct Outbound Dial (DOD) Count

The number of direct outbound dials proxied through the system.

Longest ACW

The longest amount of time an agent on the team has spent performing after call work.

Longest Currently Available Time

The longest amount of time an agent has been available to take a call.

Longest Handle Time

The longest amount of time an agent has taken to handle a session. This includes session time plus after call work.

Longest Talk Time

The longest amount of time an agent has spent speaking on a call.

Manual After Call Time

The amount of time agents spent in manual after call time wrapping up a session.

Occupancy

The team’s occupancy rate. This is calculated as Handle Time divided by On Phone Time.

Ringing Time

The amount of time calls spent ringing before being connected to an agent.

RONAs

The number of session invites the team missed.

Service Level

The percentage of calls answered within a configurable time allotted in the configured service level agreement.

Dashboard Templates

From the main menu bar, click Dashboard > Dashboard Templates. This allows the user to customize metrics for the HTML5 Dashboard.

Under Actions, click the Edit icon (pencil) to edit an existing template (Figure 21).

Figure 21 Dashboard Templates page

Click the Assign icon (silhouette) to assign the selected template to a business unit, team, agent, or group (Figure 22).

A template can only be assigned to one business unit (or all business units), team, agent, or group.

Figure 22 Change Assignment

Click the Clone icon (paper) to copy the selected template as a new template. A pop-up will prompt the user to enter a new name for the template.

Click the Rollback (clock) icon to revert to the previous version of the selected template.

Click the Hide icon (eye) to conceal the selected template.

Click Show Hidden Templates to display all templates. To conceal templates, click Hide Hidden Templates.

Click Create to create a new dashboard template. Enter the desired name for the template in the pop-up and click OK (Figure 23). The Edit Dashboard template page will appear (Figure 24).

Figure 23 Enter a template name

Figure 24 Edit Dashboard Template page

The template name can be altered using the Name field.

From the View drop-down menu, select a view to edit, including Queue Detail, Team Detail, Landing Page, and Agent Report Card.

From the Modality drop-down menu, select a modality to edit, including RealTime and Message.

Click any metric to change the information displayed for that particular position. The Select a metric for this position window will appear (Figure 25). Click the desired metric to display it on the Dashboard template in the selected slot.

Figure 25 Select a metric for this position window

Click Save to finalize changes.

Message Dashboard

From the main menu bar, click Dashboard > Message Dashboard. This allows the user to sort and filter all active e-mail message sessions in the system.

Search and sort existing messages using the search field and column heading arrows. Click the Clear icon (X) to clear all search filters (Figure 26).

Select how often to refresh the Message Dashboard using the drop-down menu in the upper right corner.

Figure 26 Message Dashboard

Take and Close indicate an action can be performed on the session. Click Take to accept the session if another agent has not already taken it. Click Close to end the session and remove it from the list of active sessions in the system.

Silverlight Dashboard

From the main menu bar, click Dashboard > Silverlight Dashboard. This provides access to real-time Connect performance data. Users can view this Silverlight Dashboard instead of the HTML5 Dashboard, if desired.

The Silverlight Dashboard will be deprecated in a future release.

Dashboard Tiles

Depending on the user’s permissions, the Dashboard displays a separate metrics tile for each configured queue and a rollup tile that aggregates information from these queues. A direct call tile displays any direct calls proxied through Connect.

Each queue, rollup, or direct call grouping is represented by a tile (Figure 27) on the Dashboard overview screen (Figure 28). This tile shows performance metrics for that queue.

Figure 27 Dashboard tile

Figure 28 Dashboard

Abandon Rate

This displays the percentage of communications abandoned (hang ups) while waiting in queue.

Active Communications

This displays the current number of active communications (callers speaking with an agent).

Average Speed of Answer

This displays the average amount of time communications wait in queue before being answered by an agent.

Longest Available Agent

If any agents are currently available, this displays the longest time any agent has been waiting for a call.

Longest Queue Delay

This displays the longest time a live communication has been in queue waiting for an agent to become available.

On-Phone Agents

This displays the number of agents logged on and either available, on a call, or in an after call state.

Queued Communications

This displays the number of communications currently in queue waiting to be connected to an agent.

Queue Depth

This displays the number of queued calls divided by the number of available, after-call, or in-call agents for that queue.

Click the arrow next to the queue depth metric to view agent distribution.

Queue Health

This bar displays a configurable key performance indicator (KPI) for the queue. In most cases, this is a service level agreement (SLA). At configurable thresholds, the bar shows as green, yellow, or red.

Total Communications

This displays the total number of calls, chats, or other communications received that day via the Clarity Connect platform.

Figure 29 Dashboard tile

Available Agents

This displays the number of available agents ready to accept queued calls.

Agents in Call

This displays the number of agents engaged in a communications session.

Agents in After Call Work

This displays the number of agents engaged in after call work.

Totals Bar

The totals bar shows metrics across all queue tiles displayed (Figure 30).

Figure 30 Totals bar

Queue Details View

To open the detail views for an individual queue tile, click the pop-out icon (Figure 31). To return to the overview from within a queue detail view, click the pop-out icon again.

Figure 31 Queue details

Agents Tab

In the queue details view, the Agents tab displays the current status of all configured agents for the selected queue (or that have direct call proxy enabled for the Direct Call tile) (Figure 32).

Figure 32 Agents tab

Rows are color-coded to represent agent utilization. Green indicates the agent has the capacity to accept at least one more IM session. Blue indicates the agent is fully utilized.

InImCall indicates the agent is participating in one or more IM sessions and no audio sessions.

InCall indicates an agent is participating in a voice session.

Sort columns by clicking the column headings.

Click an agent to expand his or her row. This displays the agent’s 24-hour history. Press Ctrl while clicking the agent’s row to collapse the row.

Queued Tab

The Queued tab displays all currently queued communications in the selected queue (Figure 33).

Figure 33 Queued tab

An icon at the left indicates the session’s modality. Each row displays the caller’s identity (if known) and how long the call has been queued.

Click Take Call to immediately route the call to the current user. If the call is currently being offered to another agent, there will be no response.

Active Tab

The Active tab displays all currently active communications in the selected queue (Figure 34).

Figure 34 Active tab

An icon at the left indicates the session’s modality. Each row displays the caller’s identity (if known) and the agent handling the session.

If the current user has permissions to listen to the agent’s recordings, a Recording icon will display. Click this to begin recording.

Click Silent to silently listen in on the call.

Click Whisper to only be heard by the agent upon joining the call.

Hide Silverlight Queues

From the main menu bar, click Dashboard > Hide Silverlight Queues. This allows agents to conceal specific queues from the Silverlight Dashboard (Figure 35).

Select the desired queue and then click Save to conceal it on the Silverlight Dashboard.

Updates may take a few minutes. Try refreshing the Silverlight Dashboard to view changes.

Figure 35 Hide Queues page

Agent Console

Agent Console is viewable on the main menu bar. This allows agents control over voice and instant messaging sessions.

The Agent Console appears as a separate window if accessed from the administrative website (Figure 36 ) or as an extended pane in the user’s Skype for Business conversation window (Figure 37).

Figure 36 Agent Console window

Figure 37 Agent Console pane in Skype for Business conversation window

Call Control

Use the buttons at the top of the Agent Console window to control calls (Figure 38). Depending on the configuration and state of the session, different buttons may display. Buttons display tool tips when hovered over with the pointer.

Figure 38 Agent Console call control buttons

Details

Click this to add notes about a call or tag the call with a disposition and/or sub-disposition, which will be used for report sorting (Figure 39).

Text entered in the Conversation Note box will be saved with the call in Connect. If the same individual calls again, these conversation details will be visible to other agents. They will also appear when searching past sessions.

Click Save and Close to save the conversation details. Click Cancel to exit without saving.

Figure 39 Conversation Details

Start Holding

Click this to place the caller on hold with music (or messages for IM sessions). Click this a second time to take the caller off hold.

While the call is on hold, a timer will display the number of seconds the caller has been holding.

End

Click this to end the current call and begin after call work.

Record

Click this to start recording the current call. If the call is already being recorded, clicking this will have no effect.

Stop Recording

Click this to stop recording the current call. This is useful if sensitive information is discussed and should not be recorded. If the call is not already being recorded, clicking this will have no effect. This functionality will affect both audio recording and IM transcription.

Xfer to Invitee

This option appears when an additional participant is invited into the call. Click this to transfer the call to a new participant.

Eject Invitee

This option appears when an additional participant is invited into the call. Click this to remove the invited participant from the call.

(Transfer to) Agent

Click this to transfer the current call to another agent within your call center, consult with another agent while the customer is on the line, or bring an additional agent into the call with the customer. Agents that receive a call this way will have access to the full Agent Console and their time spent on the call will be included in Connect call metrics.

Users can search for agents by entering the agent name and clicking Search (Figure 40). The results will display the first few matches for that name.

Figure 40 Transfer to Agent window

A Star icon next to a user name indicates supervisor status. A Telephone icon next to a user name indicates external phone numbers configured as agents outside of the Clarity Connect system.

Four types of agent transfers are available:

  • Consult allows the two agents to speak alone while the caller is placed on hold before either bringing the other agent into the call with the customer, transferring the call to the new agent, or returning to the call with the customer without the new agent.
  • Transfer allows the call to be transferred to the new agent if he or she is available to take the call. The current agent will remain on the call with the customer until the new agent answers.
  • Invite brings the new agent into the conversation with the customer, after which the current agent can either eject or transfer to the new agent.
  • VM transfers the call immediately into the new agent’s voicemail box without ringing the agent. VM is not available for external phone numbers.

When consulting with an agent, there are three options (Figure 41):

  • Transfer ejects the agent from the call and transfers the call to a new agent.
  • Invite brings the agent currently being consulted into the call with the customer for a three-way conversation.
  • Cancel ejects the new agent from the call.

Figure 41 End call options

(Transfer to) Queue

Click this to transfer the current call to a selected queue from the list of queues (Figure 42).

  • Consult finds an available agent with the necessary skills for the selected queue and allows the current agent to speak with the new agent (if desired) before either bringing the other agent into the call with a customer, transferring the call to the new agent, or returning to the call with the customer without the new agent.
  • Enqueue immediately ejects the current agent from the call and places the customer in line for the new queue in the position the customer would be in had he or she initially been in that queue upon connecting.

Figure 42 Transfer to queue

(Transfer to) Contact

Click this to transfer or consult with a user not configured as an agent in your contact center. When transferring a call in this manner, the contact being transferred the call will not have access to the Agent Console and his or her metrics will not be recorded.

The window shown in Figure 43 and Figure 44 appears when clicking the Contact button.

Figure 43 Search for a contact by phone number

Figure 44 Search for a contact by e-mail

Four types of contact transfers are available:

  • Consult allows the agent and contact to speak alone while the caller is placed on hold before either bringing the contact into the call with the customer, transferring the call to the new contact, or returning to the call with the customer without the new contact.
  • Transfer allows the call to be transferred to the new contact if he or she is available to take the call. The current agent will remain on the call with the customer until the new contact answers.
  • Invite brings the new contact into the conversation with the customer, after which the current agent can either eject or transfer to the new contact.
  • VM transfers the call immediately into the new contact’s voicemail box without ringing the contact. VM is not available for external phone numbers.

When consulting with a contact, three options are available (Figure 45):

  • Transfer ejects the agent from the call and transfers the call to a new contact.
  • Invite brings a new contact into the call with the customer.
  • Cancel ejects the new contact from the call.

Figure 45 End a call

Context Tabs

The Agent Console loads any contextual information available for the current call in the context tabs section. Click the Customer Details, Conversation History, Conversation Details, or Call Flow Details tabs to access information on the current call (Figure 46). The Call Flow Details page loads either details relating to the call or a URL configured via a CRM or ticketing integration.

Figure 46 Context tabs

Instant Message Prompts

IM prompts are visible in the upper right corner of the Agent Console (Figure 47). Select a prompt from the drop-down menu to immediately send that prompt’s text to a customer. Supervisors can configure IM prompts on the administrative website under Handling > IM Prompt Maintenance.

Figure 47 IM Prompts

Metrics

A metrics bar displays several statistics in the lower view of the Agent Console (Figure 48):

  • Talk indicates how long the agent has been connected with the customer.
  • Session indicates how long the customer has been on the phone or in an IM session, including time spent navigating through the voice menu and time spent speaking with agents.
  • # Queued indicates how many calls are waiting in queues for which the agent is skilled.
  • Available Agents indicates how many agents are currently available to take calls in queues for which the user is skilled.
  • Your # Handled indicates how many calls the agent has handled that day.

Figure 48 Agent Console metrics bar

Supervisor Agent console

When a supervisor joins a session using the Dashboard, he or she can control session participation level using the additional buttons once in the Agent Console (Figure 49):

  • Details allows the supervisor to read notes about a call or view a call’s disposition and/or sub-disposition, which are used for report sorting (Figure 39).

Text entered in the Conversation Note box will be saved with the call in Connect. If the same individual calls again, these conversation details will be visible to other agents. They will also appear when searching past sessions.

Click Save and Close to save the conversation details. Click Cancel to exit without saving.

  • Barge In will notify all conversation participants the supervisor has joined the call. The supervisor will be seen/heard when this option is selected. This option is only available if the user has already silent or whisper joined the call.
  • Start Whisper is available once the supervisor has joined the call. This feature allows the supervisor to only be heard by the agent upon joining the call. The agent will also be notified when a supervisor whisper joins so he or she won’t be surprised when hearing a new voice on the line or seeing the supervisor’s IMs.
Supervisor IMs are sent to participants using the same logic as above.

Figure 49 Supervisor Agent Console

Review Reason Codes

From the main menu bar, click Agent Console > Review Reason Codes. This allows supervisors to review and modify their agents’ away reason code time intervals and allows agents to set or modify their own away reason code time intervals if they miss setting these codes for a period of time.

Click the Edit icon to modify a reason code (Figure 50).

Users are able to divide Total Unavailable Time into separate intervals down to one minute, if desired (Figure 51). If the Total Unavailable Time was greater than one minute, the Add Time icon will display. A different reason code can then be assigned to each interval.

Select a reason code from the drop-down menu. Click Save to finalize changes.

Figure 50 Review Reason Codes page

Figure 51 Edit Reason Code

Message Console

From the main menu bar, click Agent Console > Message Console. This displays information about an e-mail session after it is accepted by an agent.

The Message Console will load in Outlook. Avoid loading it here unless absolutely necessary.

Agent Management

Agent Management is viewable on the main menu bar.

Agent Profiles

From the main menu bar, click Agent Management > Agent Profiles. This page allows users to add or modify agents in the system (Figure 52).

Figure 52 Agent Profiles page

Search and sort existing reason codes using the search field and column heading arrows.

By default, only non-suspended agents are listed on the Agent Profiles page. Click Show Suspended to display all agents. To conceal suspended agents, click Hide Suspended.

Click Show Termed to display disabled agents. Click Hide Termed to conceal disabled agents.

Click Export Agent Skills to download an Excel spreadsheet displaying agents’ IDs, names, skill sets, and suspended statuses.

Setup New Agent

From the Agent Profiles page, click Create to add a new agent. The Setup New Agent page will appear (Figure 53).

Figure 53 Setup New Agent page

The following fields appear on the Setup New Agent page:

First Name

Enter the agent’s first name.

Last Name

Enter the agent’s last name.

Team

Select the team the agent is assigned to.

Suspended?

Select this box if the agent has been temporarily taken off of the phones and will not be taking calls.

Termed?

Select this box if the agent has been permanently reassigned or removed (terminated).

Proxy Direct Calls?

Select this box if the agent should have all direct inbound and outbound calls proxied through Clarity Connect to enable metrics and recordings collection.

In order to use this feature, the environment must be configured to support inbound and outbound call proxying. For more information, see the Agent Call Rerouter Guide.

Recording Rule

Select Unset if no special recording option is enabled for this agent and either the queue or portal recording rule is used. Select Always Record to record all Clarity Connect communications with this agent. Select Never Record to never record any communications involving this agent.

Public Name

Enter the agent’s public name. This is visible to callers.

Email

Enter the agent’s e-mail address.

Login ID

Enter the agent’s logon ID used to access the system.

The logon ID must match the agent’s domain ID when using Windows authentication. The ID may include the domain prefix, but it is not required to.

Bandwidth Utilization Percent

Control the number of simultaneous voice, IM (instant messaging), and e-mail sessions an agent is able to participate in with this feature. Each agent has a maximum utilization of 100%, divided between voice and IM sessions. For example, if an agent is set to 33% for IM sessions and 66% for voice sessions, he or she may take up to three IM sessions or one voice and one IM session.

The Bandwidth Utilization Percent defaults assigned on a portal basis can be overridden here. If an agent should not be allowed to take calls for the modality, he or she can be assigned a value of more than 100%.

If an agent is configured to handle more than one IM session simultaneously (by having a configured utilization per IM session of 50% or less) and is participating in one or more IM sessions (and no audio calls), his or her Connect Agent Status will display on the Dashboard as InImCall, regardless of Skype for Business presence. This is because Skype for Business presence does not change when a Skype for Business chat is answered.

Agents nearing a break or the end of their day may change their Skype for Business presence to Away to indicate even though their Connect Agent Status displays as InImCall and they have the capacity to accept additional IM sessions, they should not be allocating anything more. They will continue to display on the Dashboard as InImCall (green), but their Away Skype for Business presence will prevent them from being routed any additional sessions from the queue.

Voice

Select this box and use the arrows to set the utilization percentage for a single voice session to override the value configured at the portal level. The maximum value is 101% and the minimum value is 51%.

Instant Messaging

Select this box and use the arrows to set the utilization percentage for a single IM session. The maximum value is 101%.

Message (E-mail)

Select this box and use the arrows to set the utilization percentage for a single message (e-mail) session. The maximum value is 101%.

Phone Number

Enter the agent’s phone number using either the full phone number format (e.g., 3125551212) or an extension (e.g., ext=1212).

SIP URI

Enter the SIP uniform resource identifier (URI) the agent’s communications should be routed to via the Microsoft Skype for Business Server. Example: sip:username@domain.com

Exclude from Reports

Select this box to exclude the agent from reports.

Eligible for Additional Roles

Select this box to make the agent eligible for additional roles (e.g., supervisor).

Skill Template

Select a skill template from the drop-down menu to assign skill sets to the new agent. Skill templates help set a user’s skillset while editing. Altering the template will not change any agents’ skills who were previously assigned the template.

Skill Assignments

Select the desired agent skill level from the drop-down menu for each listed skill set.

Edit Agent Profile

From the Agent Profiles page, click the Edit icon to modify an existing agent. The Edit Agent Profile page will appear (Figure 54).

If the Edit icon next to an agent is not visible, the user is not currently authorized to modify that agent.

Figure 54 Edit Agent Profile page

This page displays the same Agent Info, Skill Template, and Skill Assignments fields as the Setup New Agent page. The Edit Agent Profile page also contains the Agent Authorizations tab (Figure 55). Click this to view authorizations for the selected agent by selecting the desired role from the drop-down menu.

Information on the Agent Authorizations page is pulled from Agent Management > Authorizations.

Figure 55 Agent Authorizations page

Agent Rescue

From the main menu bar, click Agent Management > Agent Rescue. This allows users to manually change the status of their agents (if not federated), clear out invalid sessions, and force presence refreshers for all agents. Depending on the user’s authorization level, different functionalities will be visible.

If Clarity Connect is hosted in a federated environment, Agent Rescue will not be able to change the agent’s presence due to Skype for Business security restrictions.

Search and sort existing reason codes using the search field and column heading arrows.

From the Agent Rescue page, click Reset Agent Presence to query Skype for Business and refresh agent presence (Figure 56). This should only be used if a network or infrastructure issue prevented agents’ presence states from updating.

Click Retrieve Portal Status to download a file containing information on agent configuration and call volume.

The portal status file does not contain personal information or details regarding callers or specific sessions and thus may be provided to the Clarity Connect team for portal usage status, if requested.

Click Remove RONA (ring on no answer) to manually change the agent’s presence to Available (green) and remove any RONA status previously applied to the agent.

Agents receive RONAs when they fail to answer a session ringing to them. Agents will not be routed calls until the change their status to Available (on premise) or toggle to Busy and then go back to Available (federated). Supervisors can manually clear agents’ RONAs using the Agent Rescue page.

Figure 56 Agent Rescue page

Click Mark Away to change the agent’s presence to Away (yellow) with a “Supervisor Assigned” reason code visible from the Dashboard and from the agent’s Skype for Business client (Figure 57 and Figure 58). If the agent returns and wants to start taking calls again, he or she can simply switch back to an Available presence. Agents can also use the Review Reason Codes page to update their away time by changing the reason code for that interval.

Figure 57 Supervisor Assigned Away presence on Dashboard

Figure 58 Supervisor Assigned Away presence on Skype for Business client

Agents cannot set themselves to an Away presence with a “Supervisor Assigned” reason code and cannot set an away interval from another reason code to “Supervisor Assigned” on the Review Reason Codes page. If needed, a different reason code can be created and used for the “Mark Away” functionality.

From the Agent Rescue page, click Force Off Work to change the agent’s presence to Away (yellow) with an “Off Work” tag.

Depending on permissions, users have the ability to see open sessions using Active Sessions, Active Agent Sessions, and Pending Callbacks (Figure 56). If an error causes an agent’s state to become corrupted, clicking the Clear icon will allow the agent to begin taking calls again. This functionality should rarely (if ever) be used, and when it is, it may initiate a notification to Connect support so the error can be investigated.

Take great care when manually closing an open call session, as this will cause any call controls associated with that session to fail. If there are pending callbacks in a corrupted state, these can also be cleared (with care) using the Clear icon under Pending Callbacks.

If agents’ presences are unknown or not functioning properly, click Hard Reset Agent Presence to reset Connect’s subscription to agent presence. This may be necessary after Skype for Business front-end restarts or in the case of federation failure and reestablishment.

Reason Codes

From the main menu bar, click Agent Management > Reason Codes. This page allows supervisors to add or modify reason codes for agents to categorize their away time.

To create a new reason code, enter the desired text under New, select a business unit the reason code will be available to from the BU drop-down menu, and then click Add Reason Code. At Lunch, In A Meeting, On Break, Suspended, and Supervisor Assigned are system reason codes and cannot be altered (Figure 59).

A business unit is a logical separation within the call center software. Each business unit has its own agents, queues, and calendars. Data cannot be accessed across business units except for administrators and users broken down into groups spanning multiple business units.
Reason codes can be added and associated with either specific business units or all business units.

To change an existing reason code’s business unit or disable the reason code, click the Edit icon under the Actions column. The Edit icon also displays Save and Cancel options.

Figure 59 Reason Codes page

Search and sort existing reason codes using the search field and column heading arrows.

By default, only enabled reason codes are listed on the reason codes page. Click Show Disabled to display all reason codes. To conceal disabled reason codes, click Hide Disabled.

Click Show System to display the system reason codes At Lunch, In A Meeting, On Break, Suspended, and Supervisor Assigned.

Click Hide System to conceal the system reason codes At Lunch, In A Meeting, On Break, Suspended, and Supervisor Assigned.

Skill Templates

From the main menu bar, click Agent Management > Skill Templates. This allows supervisors to create, modify, and delete skill templates.

Under Actions, click the Edit icon to modify the selected template (Figure 60).

Click the Details icon (ellipsis) to view settings for the selected skills template.

Figure 60 Agent Skill Templates page

Click Create New Template to create a template name, assign a business unit, and assign skill levels (Figure 61).

Figure 61 Create New Template page

Agent Bulk Edit

From the main menu bar, click Agent Management > Agent Bulk Edit. This allows supervisors to make changes to multiple agents simultaneously.

Sort agents using the column heading arrows and drop-down menus.

Agents listed under Selected Agents can be edited simultaneously using the drop-down menus. Click Save to finalize changes.

To display an agent under Selected Agents, select the box next to his or her profile (Figure 62). Click Remove to remove an agent from Selected Agents.

Figure 62 Agent Bulk Edit page

Agent Bulk Import

From the main menu bar, click Agent Management > Agent Bulk Import. This allows administrators to import new agents into Connect from Active Directory.

Enter a user’s first name, last name, logon name, or e-mail address under Search for a User. Specify an organization using the Org Unit to Search drop-down menu (Figure 63). Users can also be imported by uploading a comma-separated value (CSV) file containing the desired users and their organization by clicking Choose File.

Org Unit to Search is useful for large Active Directory structures.

Figure 63 Agent Bulk Import page

Search results will appear below the search box and may be filtered additionally using the fields above each column (Figure 64). If a user is already an existing agent in Connect, an icon (silhouette with headset) will appear next to his or her name instead of a check box.

Figure 64 Agent Bulk Import search results

Select users to import using the check boxes next to each name. These users will appear under Selected Users and can be assigned a team and skill template (optional) using the drop-down menus (Figure 65). Click Save to finalize changes.

The Selected Users list will not save if a search is performed with an uploaded file after selecting users. The list will revert to zero profiles displayed under Selected Users.

Figure 65 Selected Users

Authorizations

From the main menu bar, click Agent Management > Authorizations. This allows administrators to add or modify authorizations, which are roles assigned to agents for a particular business unit, team, or group in the system. Agents must be flagged as eligible for additional roles in order to be assigned here.

For more information on how to manage Clarity Connect user authorizations and roles, see Roles & Permissions.

To update an existing Agent Authorization, click the Edit icon (Figure 66). Each field will display editable drop-down menus (Figure 67). Click Save to complete any modifications.

Click the Remove icon to delete the selected agent’s authorization record.

Figure 66 Agent Authorizations page

Figure 67 Editable drop-down menus

Handling

Handling is viewable on the main menu bar.

Queues

From the main menu bar, click Handling > Queues. This allows the user to manage queues.

The _Portal Default Queue allows users to edit portal default values.

Search and sort existing queues using the search field and column heading arrows.

By default, only enabled queues are listed on the Queues page. Click Show Disabled Queues to display all queues. To conceal disabled queues, click Hide Disabled Queues.

Click the Details icon to display settings for the selected queue.

Click Create New Queue to create a queue (Figure 68). The Create Queue page will appear (Figure 69).

Figure 68 Queues page

Figure 69 Create Queue page

The following fields appear on the Create Queue page:

Queue Name

Enter the queue’s name.

Public Name

Enter the queue’s public name. This is visible to external users.

Calendar

Select a calendar to associate with the queue. To create a calendar, see Calendars.

Business Unit

Select a business unit to associate with the queue.

Recording Rule

Select Unset if no special recording option is enabled for this queue. Select Always Record to record all Clarity Connect communications with this queue. Select Never Record to never record any communications involving this queue.

Forwarding URI

Enter the URI for the queue’s voicemail. This can be any of the following:

  • SIP URI (sip:somewhere@domain.com, tel:+12223334444)
  • UM voicemail (sip:somewhere@domain.com;opaque=app:voicemail)
  • Alternate queue (qid:1)

Disabled?

Select this box to disable and conceal the queue on the Queues page.

Required Skills

Select the skill boxes required for the agent to be routed a session from this queue.

From the Queues page, click the Edit icon to modify an existing queue. The Edit Queue page will appear and will give the user access to the same fields as Create a Queue page plus additional fields and tabs (Figure 70 and Figure 71).

The Edit Queue page allows the user to enable or disable portal configuration overrides using the check boxes. Selecting the check boxes next to the portal setting defaults in Figure 71 will override those defaults.

Figure 70 Edit Queue page

Figure 71 Edit Queues page (continued)

The Business Unit tab allows the user to assign or un-assign teams associated with the queue and assign the business unit the particular queue is associated with (Figure 72).

Figure 72 Business Unit tab

The Agent Details tab provides a list of all agents appropriately skilled for the queue in the order in which they would be allocated sessions in that queue (Figure 73).

For the sake of completeness, all agents are listed on the Agent Details page, even if they are not able to accept a session due to an unavailable Skype for Business presence.
The order of agents listed on this page is roughly equivalent to the order the agents will be routed to a session that comes into the queue.

Figure 73 Agent Details tab

The Phone Hold Treatment tab allows the user to manage queue hold settings when a phone call is received (Figure 74 and Figure 75). Select Override Portal Default to override the _Portal default queue shown on the Queues page.

Figure 74 Phone Hold Treatment tab

Figure 75 Phone Hold Treatment tab (continued)

The IM Hold Treatment tab allows the user to manage portal and queue hold settings when an IM is received (Figure 76 and Figure 77). Select Override Portal Default to override the _Portal default queue shown on the Queues page.

Figure 76 IM Hold Treatment tab

Figure 77 IM Hold Treatment tab (continued)

IM Prompt Maintenance

From the main menu bar, click Handling > IM Prompt Maintenance. This allows administrators to add or modify IM prompts. Create a prompt top make it visible in the drop-down menu on the Agent Console to immediately send that prompt’s text to a customer.

Search existing IM prompts using the search field (Figure 78).

Figure 78 IM Prompts page

Click Create to create a new IM prompt. Click the Edit icon to modify an existing IM prompt. Clicking either will give the user access to the following fields (Figure 79):

Prompt Name

Enter a name for the prompt.

Prompt Text

Enter the prompt’s text.

Business Unit

Select a business unit to associate with the IM prompt.

After completing the fields, click Save.

Figure 79 Create IM Prompt page

Call Dispositions

From the main menu bar, click Handling > Call Dispositions. This allows supervisors to add and edit call dispositions and their associated sub-dispositions, which are used to tag calls for sorting reports.

Click Add New to create a new disposition (Figure 80).

Figure 80 Create a new disposition

Enter the disposition name in the text field and select a business unit to associate with the disposition from the drop-down menu (Figure 81). Select the box next to the business unit drop-down to mark the disposition as Disabled if desired. Click Save to finalize.

Under Sub-Disposition, click Add to create a new sub-disposition or click Edit to modify an existing sub-disposition.

Figure 81 Create new disposition field

Alerts

From the main menu bar, click Handling > Alerts. Where enabled, the alerts feature allows users to configure key performance indicator (KPI) alerts.

By default, only enabled alerts are listed on the KPI Alert Details page. To display all alerts, click Show Disabled Alerts. To conceal disabled alerts, click Hide Disabled Alerts.

Alerts can be configured to e-mail or IM a group of targets (agents, teams, groups, and SIP or e-mail addresses), place a Skype for Business audio call to the current agent, or place a telephone call to an arbitrary telephone number or SIP address.

Click Create New Alert to set up a new alert (Figure 82). Click Edit to modify an existing alert. Clicking either will give the user access to the fields shown in Figure 83 Setup New KPI Alert page.

Figure 82 KPI Alert Details page

Figure 83 Setup New KPI Alert page

Key Performance Indicator

Select the KPI metric from the drop-down menu.

Relationship

Select the relationship between the KPI and the threshold value from the drop-down menu.

Threshold Value

Enter the threshold value.

Alert Type

Select the alert format from the drop-down menu.

Alert Target

Enter an agent, team, group, SIP address, or e-mail address. Click Add Target.

Telephone calls can be configured as any of the following formats:
  • tel:+###
  • +###
  • ###
  • sip:user@domain.com
  • user@domain.com

Queue

Select the queue the alert corresponds to from the drop-down menu.

Business Unit

Select a business unit to associate with the alert from the drop-down.

Modality

Select the desired modality from the drop-down menu. This is the method in which you will receive the alert.

Active?

Select this box to activate the alert.

Message Templates

From the main menu bar, click Handling > Message Templates. This allows the user to create automated messages or agent response text to send to customers during e-mail sessions.

The Message Templates page is split into two parts (Figure 84). In the upper view, the user can select which configured template (if any) is sent to the customer at various points in a session’s lifecycle.

Figure 84 Message Templates page

If desired, the user can send a different template when a new message or reply message is received and queued when the system is in an Open, Closed, or Holiday state using the templates New Queued When Open, New Queued When Closed, and New Queued When Holiday.

A new message is defined as the first message opening a session. A reply is defined as any subsequent customer response within the same session.

A user can also select the message template sent to the customer as an update when an agent accepts the session using the templates Reply Queued When Open, Reply Queued When Closed, and Reply Queued When Holiday.

Offer Accepted by Agent and Agent Reply Waiting are message templates appended to the beginning of an agent’s response indicating the agent has accepted the session or the agent requires additional information.

The Agent Reply Completed message template can be sent when the session is completed by the agent.

The Session Closed message template can be sent to a customer when the session is considered closed.

Click the Edit icon to display drop-down menu options under the Template to Use column. This allows the user to select one of the configured templates from the lower view of the Message Templates page or choose not to send a template.

The lower view of the Message Templates page allows the user to view and modify templates that appear in the drop-down menus under the Template to Use column.

Click the Details icon to open the selected template in a new window. Click the Edit icon to initiate an e-mail to the user’s account. The user’s response to this e-mail will be saved as the new template.

Remove needless metadata, as the new template will contain any formatting included in the e-mail reply.

Click the Add Template icon to initiate an e-mail to the user’s account (Figure 85). A pop-up window will appear and an e-mail will be sent to the user’s account (Figure 86). The user’s response to this e-mail will be saved as the new template.

Click the Delete icon to delete the selected template if it is not assigned to any state changes in the upper view of the Message Templates page.

Click the Rollback icon to revert to the previous version of the template.

Figure 85 Add a new template

Figure 86 Add a new template pop-up

Click the Help icon (question mark) to view information on variables that can be used in message templates. When editing templates, the user can enter these special strings in addition to standard body text to replace with data specific to the session it is being sent for.

The following items are supported parameters and can be included in the e-mail:

{{Queue}}

This is the public name of the queue the session is assigned to.

{{Agent}}

This is public name of the agent currently handling the session. Do not use this string if there is no agent assigned.

{{Holiday}}

This is name of the holiday currently enforced. Use this string only in templates sent during a Holiday state.

{{NextOpenTime}}

This is the next time the queue (or portal, if a queue is not assigned) will be open. Only use this string in templates sent during a Closed or Holiday state.

{{SessionId}}

This is the Clarity Connect session ID of the interaction. It is included in the subject of all messages and it is used to uniquely identify each interaction.

{{Date}}

This is the current date. It is in the local time zone and format of the application server.

{{Time}}

This is the current time. It is in the local time zone and format of the application server.

{{Status}}

This is the current session’s status.

{{WaitingAutocloseHours}}

This is the configured number of calendar hours between when an agent is waiting for additional information and when the session automatically closes (if there has been no response from the customer).

{{CompletedAutocloseHours}}

This is the configured number of calendar hours between when an agent believes they have completed the session and when the session automatically closes (if there has been no response from the customer).

Routing

Routing is viewable on the main menu bar.

Calendars

From the main menu bar, click Routing > Calendars. This allows administrators to add or modify calendars in the system.

Search existing calendars using the search field (Figure 87).

Click Force Close to close the portal for emergencies or special instances. This will stop incoming calls from being routed through queues.

After the Force Close functionality is used, click Resume Normal Hours to resume normal business hours functionality.

Click the Copy as New icon to open the Add New Calendar page and duplicate the selected calendar’s settings. This can be saved as a new calendar.

Click the Details icon to view settings for the selected calendar.

Figure 87 Manage Calendars page

Click New Custom Calendar to create a new calendar. Click the Edit icon to modify the selected calendar. Clicking either with display the Manage Calendars: Edit Calendar Template page and will give the user access to the following fields (Figure 88):

Name

Enter a custom calendar name.

Time Zone

Select the desired calendar time zone from the drop-down menu. This affects when calls are accepted through the portal.

Business Unit

Select a business unit to associate with the calendar.

Figure 88 Manage Calendars: Edit Calendar Template page

Click the arrow next to each day of the week to set custom hours for that day. Select open and close times from the drop-down menus (Figure 89). Click Add Hours to display additional business hours drop-down menus. Click the Delete icon to delete the business hours drop-down menus.

Click Open 24 Hours to open the calendar all day.

Click Close for Day to close the calendar all day.

Click Copy to copy these hours across additional days. Select which days to copy the schedule to and then click OK (Figure 90).

Figure 89 Manage Calendars: Add New Calendar

Figure 90 Copy hours

To create a holiday, select dates the business is closed and enter a name for the holiday. Click Add Holiday.

From the Manage Calendars page, click Override to open a custom calendar and override its schedule. The Set Hours For Days page will appear (Figure 91). Click a date to open the Set Custom Hours page and override or change business hours (Figure 92).

The Override feature is useful for altering a calendar’s regular hours for special events such as a company party.
Modified times or holidays will display as italicized text.

Figure 91 Override Hours page

Figure 92 Set Custom Hours page

Voice Prompts

From the main menu bar, click Routing > Voice Prompts. This allows administrators to upload and update voice prompts that can be used in interactive voice response (IVR) and hold messages.

Search and sort existing voice prompts using the search field and column heading arrows (Figure 93).

Click the Archive icon (folders) to archive and hide a selected voice prompt.

Click Show Archived Voice Prompt to display all voice prompts. Click Hide Archived Voice Prompts to conceal archived voice prompts.

Click the Details icon to view settings for the selected voice prompt (Figure 94).

Figure 93 Voice Prompts page

Figure 94 View Voice Prompt Details page

From the Details page, click the Edit icon to edit the selected voice prompt. Click the Rollback icon to revert to the previous version of the voice prompt. Click the Back icon to return to the Voice Prompts page.

Figure 95 Create Voice Prompt page

From the Voice Prompts page, click Create New Voice Prompt to create a new voice prompt. Click Edit to modify an existing voice prompt. Clicking either will give the user access to the following fields (Figure 95):

Voice Prompt Name

Enter the prompt’s name.

Load From Network Source?

Select the box to load a pre-recorded prompt from a network source. Several new fields will appear (Figure 96). Network sourced prompts are loaded directly from the provided network path. In case of network failure, a backup non-network prompt must be selected to load until connectivity is restored. WMA and MP3 files are supported.

Browse File | Click Mic to Record

Click Choose File and upload a pre-recorded local file for the voice prompt or click the Microphone icon to initiate a Skype for Business call to the currently logged on user. Connect will run through a series of steps to record an updated prompt and allow verification and approval of the recording. The audio will then be processed and loaded immediately as the updated voice prompt. WMA and MP3 files are supported.

Destination Directory

This is the directory the file will be saved to.

Click Save to finalize changes.

Figure 96 Load From Network Source options

Call Flows

From the main menu bar, click Routing > Call Flows. This allows administrators to create and modify the IVR engine using logic and interaction flows to identify the appropriate queue a customer should be placed in. Call flows can be used for both audio calls and IM sessions.

In order for a call flow to be able to handle an IM session, every Prompt and Message node must have the synthesized text field populated and Voice Prompt selected.
For IM sessions, a Transfer node will be treated as a hang up as IM conversations cannot be transferred the way audio sessions can.

Click the Hide icon (eye) to conceal a call flow (Figure 97).

Click Show Hidden Call Flows to display concealed call flows.

Click the Details icon to view a read-only version of the selected call flow in the visual editor. This call flow can be exported but it cannot be modified.

Click the Edit icon to edit the selected call flow.

Click the Rollback icon to revert to the previous version of the selected call flow.

Click New Call Flow to create a new call flow. This will open the visual editor displaying a default first node (Figure 98). The visual editor creates complex call flows (Figure 99).

Figure 97 Call Flows page

Figure 98 Quick IVR visual editor

Figure 99 Call flow sample

The Edit pane (left side of Quick IVR Editor) allows the user to edit call flow nodes (Figure 100). Click Edit to modify the node.

Edit (next to Publish) also allows the user to specify a default Start node and Error node, import the flow from a previously exported Connect call flow file, restore the most recent published version (and lose any current edits), or discard the current edits.

If an error occurs during a session, the call will be sent to the Error node.

Figure 100 Edit pane

Click Publish to immediately place the call flow into effect.

The Edit pane will populate with various customizable controls depending on the current node or flow being modified (Figure 101).

Click Add to add a new node.

Click Save Image… to save a local image of the call flow.

Figure 101 Edit Message settings

The visual editor (right side of Quick IVR Editor) shows a graphical representation of the call flow. When zoomed in, click and drag to move within the visual editor. Use the zoom controls in the lower right to take a closer look at a particular section of the call flow. Click a node to load its properties in the Edit pane.

Nodes are intelligently color-coded (Table 1). There are four types of nodes, including Check, Set, User Interaction, and End State nodes. Oval-shaped decision nodes do not have any user interaction. Arrows connecting nodes together display labels detailing information about the relationship.

Table 1 Node Color-Coding
Node Color Node Description
Blue This is an end-state node.
Dark gray This is a standard logic node.
Light gray This is a user interaction node.
Gold This is the currently selected node.

The following items are types of Check nodes:

Hover the pointer over the question mark icon for tooltips on each node type.

Coalesce

This node reads CSV values from an extra item and allows the user to select the values it contains. It then selects the corresponding values from other CSV-formatted extra items.

Check Config

This node checks a portal configuration setting based on the Config Key. If the Config Key value matches a Mappings value, the call is sent to the matching node. Otherwise, the call is sent to the default node.

Check Extra Item

This node checks the value of the session’s extra item value based on the extra item key name.

Extra items can be set using Set Extra Item, Prompt, Set Queue, or Custom nodes. If the value matches a Mappings value, the call is sent to the matching node. Otherwise, the call goes to the default node. 

Check Priority

This node checks the priority value (which can be set in the Set Priority node) and, based on the comparison value, routes the session to one of the two next nodes.

Check Queue

This node checks the value of the assigned queue if it has been set using a Set Queue node.

If there is a matching value in the Queue Mappings section, this node sends the call to the matching node. If there is no mapping or the queue has not been set, the call is sent to the default node.

Check Queue State

This node sends a call based on a queue’s current state. If the session has been sent through a Set Queue node, compare it against the assigned queue. Otherwise, specify another queue to compare it against.

The node performs comparisons against the number of agents currently online in the queue, the number of agents currently available in the queue, the number of calls currently waiting in queue, or the number of seconds the oldest call has been waiting in queue. The selected parameter is compared against the Comparer field and the session is sent to one of the two configured next nodes depending on the result of the comparison.

Check Time

This node checks the configured portal business hours, queue business hours, holiday hours, or a custom time range entered by the user. The session is sent to one of two nodes based on whether the call was received within or outside of the configured hours.

Check URI

This node checks either the incoming phone number or the caller’s SIP address.

If the mappings list contains a number matching the specified URI, the session is sent to the appropriate next node. Otherwise, the call is sent to the default node.

The mapping entry will still match even if the URI is a partial number.

External Data Access

This node accesses data from an external resource and brings the returned value into a Connect extra items variable to be used throughout a call flow. This node supports connecting to a SQL server database, Windows Communication Foundation (WCF) Web Service, and HTTP Web Service.

If Database is selected, additional fields will prompt for both a SQL server database connection string and the query to run.

If HTTP Web Service is selected, enter the HTTP Web Service Address.

If WCF Web Service is selected, enter the WCF Web Service Address and then click Read WSDL. Select Contract and Method from the drop-down list and enter any parameters that should be sent to the service call.

After selecting the desired external communication method and entering the appropriate data, click Assign Return Values. This shows all potential return values from the external access call and allows the user to assign them to an extra item by typing the name of the variable.

Additional options allow the user to set a timeout and choose whether the session sends to the next node upon either an error or call completion. The Coalesce node may be used if multiple results are returned from the query.

Check Modality

This node checks the modality of the current session and determines whether the session is an IM session or a voice call. The session is then sent to one of two nodes depending on its modality.

Check User Presence

This node allows the call flow to query the Agent Finder service to check a user’s Skype for Business presence (available, logged off, or in another state). The result of the retrieved presence can also be saved to an extra item.

DoMath

This node performs mathematical expressions and string comparisons within the call flow. A routing decision is based on whether the result of the mathematical expression or string comparison is greater than (>), less than (<), or not equal to (!=) a defined comparison value.

Enter a formula in the Calculation field to mathematically evaluate it. To evaluate a string or number in a non-mathematical way (i.e., to perform a comparison on a phone number, account number, etc.), place a single quote mark (‘) on either side of the value. Enter an expression or string in the Comparison field to compare the result of the calculation to.

Do not mix numbers and strings.

The Calculation field also supports the following functions:

  • To trim a string either right or left, starting at the index, N characters, use Trim(‘<string to be trimmed>’,’<direction to trim>’,<index>,<length of trim>). Left, left, Right, and right are all acceptable formats for <direction to trim>.
  • To return the three-digit area code from a 10 or 11-digit North American phone number (e.g., ‘312’), use GetUsCanAreaCode(‘<string>’)
  • To return the three-digit prefix from a 10 or 11-digit North American phone number (e.g., for 3125551234, the digits ‘555’ would be returned), use GetUsCanPrefix(‘<string>’)
  • To remove characters from a base string, use Remove(BaseString,StringToRemove)
  • To replace characters from a base string, use Replace(BaseString,StringToReplace,ReplacementString)

The following items are types of Set nodes:

Set Block Recording

This blocks all recording for a session if configured to do so.

Set Config

This node sets the portal configuration setting for the Key specified to the Configured value.  The value can be checked using a Check Config node.

Set Extra Item

This node sets the session’s extra item for the key specified to the configured value. This can then be checked using a Check Extra Item node. The value can also be set to a combination of previously defined extra items by using the syntax {{ExtraItem1}} {{ExtraItem2}}.

This node can also set SYSTEM values using the key name format SYSTEM.{parameter}, which are persisted after a call is in queue. Available SYSTEM parameters include CallerPhoneNumber, CustomerIdentifier, OriginalToUri, and CustomerFullName. 

Set Priority

This node sets the numeric priority for the session and is used in call routing when determining which session to route to a newly available agent. The value is checked using the Check Priority node. The lowest priority and the default value is 0. The highest priority is 10.

Set Queue

This node sets the session’s queue by selecting it from the drop-down menu. It does not immediately place the session into queue, but it does set up logic for later in the flow that will be used when the session hits an enqueue node without an overridden queue. This node can also be used with a Check Queue node.

Run Custom Code

This node runs previously written custom nodes that have been compiled into libraries.

Set Agent Preference

This node allows a user to set either a list of preferred agents or a single required agent in the IVR for a session, which will offer the session to the preferred agent(s) if available.

Select either Preferred or Required. Additional fields appear depending on the selection. Enter the desired agent. The system will search for agents by either their first or last name, e-mail address, SIP address, telephone number, logon name, or Connect AgentId.

Set Language

This node allows the user to select a text-to-speech voice and speech recognition engine (that must be installed on all application servers) that will be persisted for the duration of the call flow.

Set Screen Pop URL

This node allows an IVR to set a specific URL for a website that will be loaded within the Agent Console as a screen pop. Setting a screen pop URL via this node supersedes any other configured screen pop in the platform, including one set via an Integration node.

The following items are types of User Interaction nodes:

Message

This node plays either a previously uploaded voice prompt or synthesized text to the caller. After the selected audio has played, the caller is moved to the next node.

When using synthesized text-to-speech, {{variableName}} will speak the contents of an extra item entry, and {{SYSTEM.systemVariableName}} will speak standard context items such as CustomerFullName, CallerPhoneNumber, CustomerIdentifier, and OriginalToUri. This node also supports multiple sequential prompts and text-to-speech.

Prompt

This node allows the system to request input from the user. It then routes the session based on that response.

When the node initiates, audio is played to the user using either a voice prompt or synthesized text according to the main prompt box. When the user presses a tone or speaks, that input is compared against the results mappings. If a match is found, the session is sent to the appropriate next node. If no input is identified from the user, the No Input prompt will play for the caller before the main prompt is re-played. 

If the user’s input cannot be matched to a mapping in the results list, the Bad Input prompt is played for the caller before the main prompt is re-played. The type of input accepted is configured by the DTMF and Voice check boxes.

If Can Interrupt is selected, the user will be able to provide input while the main prompt is still playing and will be routed away before the prompt completes. If Can Interrupt is not selected, the system will not listen for input from the caller until the main prompt has completed. The voice recognition and spoken language can be overwritten from their system default settings on a per-node basis. StopPromptAudioOnFirstInput controls whether or not a voice prompt or synthesized message is stopped as soon as any caller input is detected.

The caller’s response can be saved to the Call Context using the Save to Session Extra Item field, so it can be used later in the call flow. That value can either be an extra item key name (which can be any alpha string, like CustomFieldName), or a SYSTEM parameter using the key name format SYSTEM.{parameter}, which are persisted after a call is in queue. Available SYSTEM parameters include CallerPhoneNumber, CustomerIdentifier, OriginalToUri, and CustomerFullName. 

If using synthesized text-to-speech, {{variableName}} will speak the contents of an extra item entry, and {{SYSTEM.systemVariableName}} will speak standard context items such as CustomerFullName, CallerPhoneNumber, CustomerIdentifier, and OriginalToUri.

To allow the caller the ability to enter any number at a prompt (i.e., any four-digit number) via DTMF, use ? in place of each number in the results list (i.e. ???? or 12?4). To allow any number of numbers or characters, use * as a wildcard, and anything will be accepted in that position.

Be mindful when using short masks with wildcards, as * will match everything. This may prevent other options from being accepted.

If using the call flow for an IM attendant, a match will be identified if the mapped text is contained in the customer’s response; wildcards are respected as well.

Start Background Message

This node initiates the playback of a background voice prompt or synthesized text during a lengthy synchronous processes, such as obtaining data from the External Data Access node.

When using synthesized text-to-speech, {{variableName}} will speak the contents of an extra item entry, and {{SYSTEM.systemVariableName}} will speak standard context items such as CustomerFullName, CallerPhoneNumber, CustomerIdentifier, and OriginalToUri.

The Start Background Message node has an option to restart the process if it is not complete. This repeats the audio until the Stop Background Message node is activated. This feature is typically used in conjunction with the External Data Access node and the Stop Background Message node.

Stop Background Message

This node will stop any Background Message nodes previously started. There is an option to allow the message to complete before stopping, which will finish playing the prompt or synthesized text before proceeding.

Update Voice Prompt

This node will prompt the user to record a voice prompt that will then be configured in the Quick IVR as a node setting. Connect will run through a series of steps to record an updated prompt and allow verification and approval of the recording. The audio is then processed and loaded immediately as the updated voice prompt. The session will be sent to the next node on either a successful update or a cancel/failure path.

The following items are End State nodes:

Enqueue

This node places the call into either the specified queue or in a queue previously set using a Set Queue node.

Hangup

This node ends the session.

Transfer

This node allows a session to transfer to an outside entity. The node can be configured to transfer to a phone number, a SIP address’s voicemail box, or a queue forwarding URI, which can use either a configured queue or the session’s previously set queue from a Set Queue node.

When using the Transfer node, phone numbers must be in the format tel:+1{number}. Environment exceptions exist, and because of this, some phone numbers must be in the format of a five-digit extension.
SIP address voicemail boxes must be in the format sip:{name}@{domain}.

Transfer to Call Flow

This node is used to transfer the session to another call flow. If a node other than the default is desired, the Transfer to Call Flow node also allows the user to send the session to an alternate node.

Route to Agent by Name

This node routes the session directly to the agent or user, similar to the functionality provided by the Unified Messaging attendant.

The following items are Integration nodes:

Dynamics Customer Lookup

This node queries the Microsoft Dynamics platform’s accounts and contacts to pull data into Clarity Connect, provide caller context via a screen pop or URL in the Agent Console window, and then push data back to the platform after the session has ended.

Dynamics Advanced Lookup

This node allows the user to build a custom query to pull information from the Microsoft Dynamics platform. The query results can then be saved in a chosen location or as an extra item.

Salesforce Customer Lookup

This node queries the Salesforce platform’s accounts and contacts to pull data into Clarity Connect, provide caller context via a screen pop or URL in the Agent Console window, and then push data back to the platform after the session has ended.

Salesforce Advanced Lookup

This node allows the user to build a custom query to pull information from the Microsoft Dynamics platform. The query results can then be saved in a chosen location or as an extra item.

Call Flow Mappings

From the main menu bar, click Routing > Call Flow Mappings. This allows users to assign incoming URIs and define which call flow to use, as well as where in the particular flow to begin.

Mappings must be configured on the Skype for Business server. Each phone number and SIP address must be configured as a trusted application endpoint so the Skype for Business server will properly route the call to the portal. This allows the mapping to send the call to the appropriate call flow.

Search and sort existing mappings using the search field and column heading arrows (Figure 102).

Click the Details icon to view settings for the selected call flow mapping.

Click the Delete icon to delete a call flow mapping.

Figure 102 Incoming URI to Call Flow Mappings page

Click Create New Mapping to create a new mapping. Click the Edit icon to modify an existing mapping. Clicking either will give the user access to the following fields (Figure 103):

Name

Enter the mapping’s name.

Incoming URI

Enter the name of the incoming URI. This may be a partial (e.g., 56789) or full (e.g., 1234567890) name.

Call Flow

Select the call flow from the drop-down menu. This selection will automatically populate the list of Starting Nodes, which allows the user to override a Start node if desired. The call flow menu only lists currently published call flows.

Starting Node

Select the box to override the default starting node.

Description

Enter a name for the call flow mapping.

Figure 103 Create a New Incoming URI Mapping page

Extra Items

From the main menu bar, click Routing > Extra Items. This is used to manage extra item variables saved in each Connect session. Saved extra items are visible to agents when they answer a session.

An extra item is a variable name with a value assigned to it.

Click Create to create a new extra item (Figure 104). Click the Edit icon to modify an existing extra item. Clicking either will give the user access to the fields shown in Figure 105 Create an Extra Item page.

Enter a name for the extra item in the field.

Select Searchable to make the extra item searchable on the Session Search page.

Click Save to finalize the extra item.

Figure 104 Extra Items page

Figure 105 Create an Extra Item page

Message Routing Rules

From the main menu bar, click Routing > Message Routing Rules. This allows the user to configure how incoming messages are routed.

Message routing rules are configured similarly to URI mappings and call flows. Any number of e-mail addresses (or e-mail address prefixes) may be associated with a routing ruleset. When Connect receives an e-mail that was sent to a service e-mail address containing one of the mapped addresses, it will run the message service through the routing rules with the ruleset. This will determine what happens with the session.

Click the Rollback icon to revert to the previous version of the ruleset.

Click the Delete icon to delete the selected ruleset.

Click Add Ruleset to create a new ruleset (Figure 106). Click the Edit icon to modify an existing ruleset. Clicking either will give the user access to the same fields (Figure 107).

Figure 106 Message Routing Rules page

Click the orange text to select logic to apply to the message.

Filter the message by the numeric order of the message in the course of the session interaction, when it was received, and its contents. Choose a queue to assign the message to, rank its priority, and choose how to interact with the previous agent if the selected values are matched. The user can also determine if the session should remain open for continued filtering based on the subsequent rules or if the session should close after being matched.

The last rule on the page is the default that will be applied to messages that do not match any other rule in the ruleset.

Rules can be re-ordered, added, and removed using the control buttons to the right of each rule.

Figure 107 Edit Message Routing Rule page

Maintenance

Maintenance is viewable on the main menu bar.

System Status

From the main menu bar, click Maintenance > System Status. This page displays all portal instances, including their status and call information.

All portal instances, including port number, uptime, and call information are listed under Active Portal Instances.

Click Drain Portal to stop accepting incoming calls to the Clarity Connect portal. Any calls already in the IVR call flow or connected to an agent will remain so (Figure 108).

Services running on each server are listed under All Server Roles. Server FQDN, port number, status, and uptime are included here.

Click the Delete icon (X) to delete a server role entry. This should be used to remove old entries pointing to decommissioned server roles that are no longer active on a particular server.

All servers’ certificate information, including expiry date, appears under Servers. The system will issue alert e-mails when certificates are close to expiring.

Click the Edit icon to edit the Specific URL to this Server field. Click the Save icon to finalize changes.

Click the Delete icon to delete a server entry. This should be used to remove old entries pointing to decommissioned servers.

Figure 108 System Status page

Figure 109 System Status page (continued)

System Configuration

From the main menu bar, click Maintenance > System Configuration. This is a quick-start alternative that allows administrators to easily modify configuration settings. It contains more frequently modified settings with easier-to-understand descriptions.

Click the Edit icon to unlock form options and modify settings (Figure 110 , Figure 111, Figure 112, and Figure 113). Click Save to finalize any changes.

Figure 110 Portal Settings

Figure 111 Agent, Invite, and Customer Settings

Figure 112 UI and Message settings

Figure 113 Integration settings

Figure 114 Integration settings (continued)

Skills

From the main menu bar, click Maintenance > Skills. This allows administrators to create, modify, and disable skills.

Search existing skills using the search field (Figure 115).

By default, only enabled skills are listed on the Skills Configuration page. Click Show Disabled Skills to display all skills. To conceal disabled skills, click Hide Disabled Skills.

Click Create New Skill to create a new skill. Click the Edit icon to modify an existing skill. Clicking either will give the user access to the following fields (Figure 116).

Skill Name

Enter the skill’s name.

Disable

Select this box to disable the skill.

Figure 115 Skills Configuration page

Figure 116 Create a Skill page

Teams

From the main menu bar, click Maintenance > Teams. This allows administrators to add or modify teams.

Agents are grouped into teams. Each agent must be assigned to a team.

Search existing teams using the search field (Figure 117).

Click Create to create a new team. Click the Edit icon to modify an existing team. Clicking either will give the user access to the following fields (Figure 118):

Figure 117 Agent Teams page

Team Name

Enter the team’s name.

Disabled?

Select this box to disable the team.

Business Unit

Select a business unit to associate with the team.

Add Authorizations

Enter the agent’s name and select a role to add to his or her current authorizations for the team.

Figure 118 Edit Team Details page

When an existing team is modified, the Groups, Queues, and Agents tabs will display. Groups associated with the team can be assigned or un-assigned by clicking the Groups tab (Figure 119).

Figure 119 Groups tab

Queues associated with the team can be assigned or un-assigned by clicking the Queues tab (Figure 120).

Figure 120 Queues tab

Agents associated with the team can be assigned or un-assigned by clicking the Agents tab (Figure 121).

Figure 121 Agents tab

Business Units

From the main menu bar, click Maintenance > Business Units. This allows administrators to add or modify business units in the system.

A business unit is a logical separation within the Clarity Connect focus. Each business unit has its own agents and queues. Data cannot be accessed across business units except for some administrators and users broken down into groups spanning multiple business units.
For additional information on business units, see the document Multi-Business Unit Example.

Search existing business units using the search field (Figure 122).

By default, only enabled business units are listed on the Business Units page. Click Show Disabled to display all business units. To conceal disabled business units, click Hide Disabled.

Figure 122 Business Units page

Click Create to create a new business unit. Click the Edit icon to modify an existing business unit. Clicking either will give the user access to the following fields (Figure 123):

Business Unit Name

Enter the business unit’s name.

Disabled?

Select this box to disable and conceal the business unit on the Business Units page.

Authorizations

Enter the agent’s name and select a role to add to his or her current authorizations for the business unit.

Figure 123 Edit Business Unit page

When an existing business unit is modified, the Queues and Teams tabs will display.  Queues associated with the business unit can be assigned or un-assigned by clicking the Queues tab (Figure 124).

Figure 124 Queues tab

Teams associated with the business unit can be assigned or un-assigned by clicking the Teams tab (Figure 125).

Figure 125 Teams tab

Groups

From the main menu bar, click Maintenance > Groups. This allows administrators to add or modify groups in the system.

Groups are collections of teams and are optional. Groups can spread across business units, if desired.

Search existing groups using the search field (Figure 126).

By default, only enabled groups are listed on the Groups page. Click Show Disabled to display all groups. To conceal disabled groups, click Hide Disabled.

Click Create to create a new group. Click the Edit icon to modify an existing group. Clicking either will give the user access to the following fields (Figure 127):

Figure 126 Groups page

Group Name

The group’s name.

Disabled?

Select this box to disable the group.

Add Authorizations

Enter the agent’s name and select a role to add to his or her current authorizations for the group.

Figure 127 Edit Groups page

When an existing group is modified, the Teams tab will display. Teams associated with the group can be assigned or un-assigned by clicking the Teams tab (Figure 128).

Figure 128 Teams tab

Roles

From the main menu bar, click Maintenance > Roles. This allows administrators to modify existing roles (Figure 129).

For additional details, reference Roles & Permissions.

Figure 129 Roles page

API Management

From the main menu bar, click Maintenance > API Management.

Transports

The Transports tab defines what transport mechanisms API clients can use to obtain real-time updates.

Select a checkbox and click Set Transports to enable a transport entry (Figure 130).

The Transports tab enables WebSockets, Server Sent Events, and Long Polling by default. Do not alter these settings unless a WebSocket error occurs. Enabling WebSockets may require reconfiguration of the firewall, load balancer, and/or reverse proxy changes.

Figure 130 Transports tab

WhiteList

The Whitelist tab contains a list of URLs allowed to access the administrative site.

Enter a URL and click Add Url to add a new URL entry (Figure 131). When asked, “Are you sure you want to add the URL to the whitelist?” click OK.

Click the Delete icon to delete the selected entry.

At the time of install, a system default entry is created and cannot be deleted.

Figure 131 Whitelist tab

Clients

The Clients tab allows users to create custom integration with the API.

Enter a client name and click Add Client to add a new client entry (Figure 132). When asked, “Are you sure you want to add the client?” click OK.

Click the Invalidate icon to invalidate the keys and secrets for the selected client. When asked, “Are you sure you want to invalidate the keys and secrets for this client?” click OK.

At the time of install, system default entries for Connect services and the Dashboard are created. These entries and cannot be deleted, as this would cause the Dashboard to fail.
Do not edit an entry’s Key & Secret setting unless the database’s security has been compromised.

Figure 132 Clients tab

Metrics

Clarity Connect provides over 500 potential metrics that could be calculated. Out of the box, far fewer are enabled as each additional metric affects performance and network utilization. As users customize their Dashboard templates or create API integrations, metrics can be enabled. Try to limit the number of metrics enabled to prevent network congestion.

Select an Enabled? checkbox to activate a metric (Figure 133). Enabled metrics will appear as options on the Dashboard Templates page.

Click Show Disabled to display disabled metrics. Click Hide Disabled to conceal disabled metrics.

Figure 133 Metrics tab

Advanced Settings

From the main menu bar, click Maintenance > Advanced Settings. This allows direct access to view and assign queue and portal-level configuration settings.

The Advanced Settings page provides access to system-critical settings and should only be used by (or under the direction of) an implementation engineer, support engineer, or an experienced Connect administrator.
For details on each setting, contact the Connect team directly or reference the document Configuration Settings

Hover the mouse over each setting name to reveal details on that setting (Figure 134 and Figure 135).

Figure 134 Advanced Configuration Settings page

Figure 135 Advanced Configuration Settings page (continued)

Click the Delete icon to delete the selected setting.

Only queue configuration overrides can be deleted.

Click the Details icon to view more information on the selected setting.

Click Create Override Setting to create a new configuration override. The Set Up New Configuration Override page will appear (Figure 136).

Figure 136 Set Up New Configuration Override page

The following fields will appear on the Queue Configuration Override page:

Setting Name

Enter the name of the setting.

Type of Override

Select the type of override.

Queue

Select a queue to apply the configuration override to.

Setting Value

Enter the setting value.

From the Advanced Configuration Settings page, click Create Global Setting to create a new global setting. The Set Up New Configuration page will appear (Figure 137).

The following fields will appear:

Setting Name

Enter the setting name.

Setting Value

Enter the setting value.

Figure 137 Set Up New Configuration page

From the Advanced Configuration Settings page, click the Edit icon to modify the selected setting. The View Configuration Details page will appear (Figure 138).

Click Save to finalize any changes.

Figure 138 View Configuration Details page

Session Search

From the main menu bar, click Session Search. This allows users to search past communication sessions, listen to recordings, and read chat transcripts.

Search and sort existing sessions using the search fields and column heading arrows (Figure 139).

To search for a specific session, enter the session ID in the quick search box.
The Select an item drop-down menu allows the user to search through call notes and extra items.

Click an ID in the Session ID column to view details for that session.

Figure 139 Session Search Results

The Details tab contains the customer ID, customer name, session status, duration of IM (if applicable), duration of call, SIP URI, call start time, associated queue, agent name, and information on whether or not the call was escalated.

The agent has 30 minutes after the call completes to change and set the call disposition and sub-disposition. Enter call notes in the Call Notes box and click Save to finalize (Figure 140).

Figure 140 Call Details page

The Diagnostics tab contains diagnostic information on status and events history, agent participants, and IVR path for the selected session (Figure 14).

Figure 141 Call Diagnostics page

The Recordings tab displays existing recordings for the selected session (Figure 142). Recordings may be played or downloaded by the agent who took the call or agents with appropriate permissions.

Figure 142 Call Recordings page

The Transcript tab displays IM transcripts for the selected session (Figure 143).

Figure 143 Chat Transcript page

The Messages tab displays messages for the selected session (Figure 144).

Figure 144 Messages page

The Related Sessions tab contains information on sessions related to the selected session (Figure 145).

Figure 145 Related Sessions page

Reports

From the main menu bar, click Reports. Historical performance reports are stored here and are available to users depending on their authorizations (Figure 146).

Figure 146 Reports page

Report Configuration

From the main menu bar, click Reports > Report Configuration. This page governs configured reports and whether or not they are visible on the main Reports page.

Select Visible next to the desired report to make the link viewable on the Reports page. Click Save to finalize changes (Figure 147).

Under Add New Report, enter the report’s name and the report’s SQL Server Reporting Services (SSRS) path, and then click the Add New Report icon.

Under Configured Reporting Time Zones, select a time zone from the drop-down menu and click the Add This Time Zone icon. Ensure the selected time zone matches the geographical location of your contact center, as this will affect report parameters.

Select a time zone from the Currently Selected Time Zones list and click the Delete icon to remove it.

Figure 147 Report Configuration page

Reporting Services

Clarity Connect offers an array of reports capturing data on contact center performance, agent performance, call flows, and more.

Reference the Reporting Guide for a breakdown of each Clarity Connect report.

Roles & Permissions

For additional details, see the document Roles and Permissions.

Each Clarity Connect administrative functionality is governed by a resource, which grants a specific set of permissions to the user depending on his or her assigned role. To configure resources, click Maintenance > Roles.

Table 2 lists Clarity Connect resources and the administrative functionalities they control.

Table 2 Clarity Connect Resources
Section No. Administrative Functionality Resource
Dashboard Dashboard Dashboard
Dashboard Templates Dashboard Templates Dashboard
Message Dashboard Message Dashboard Dashboard
Silverlight Dashboard Silverlight Dashboard Dashboard
Hide Silverlight Queues Hide Silverlight Queues Dashboard
Agent Console Agent Console AgentConsole
Review Reason Codes Review Reason Codes ReasonCode
Message Console Message Console AgentConsole
Agent Management Agent Management (various resources)
Agent Profiles Agent Profiles AgentProfile
Agent Rescue Agent Rescue AgentRescue
Reason Codes Reason Codes ReasonCode
Agent Bulk Edit Skill Templates Skill Template
Skill Templates Agent Bulk Edit AgentProfile
Agent Bulk Import Agent Bulk Import AgentProfile
Authorizations Authorizations MasterAuthorization
Handling Handling (various resources)
Queues Queues QueueTreatment
IM Prompt Maintenance IM Prompt Maintenance ImPrompt
Call Dispositions Call Dispositions CallDisposition
Alerts Alerts Alert
Message Templates Message Templates MessageTemplate
Routing Routing (various resources)
Calendars Calendars Schedule
Voice Prompts Voice Prompts VoicePrompt
Call Flows Call Flows CallFlow
Call Flow Mappings Call Flow Mappings CallFlowMappings
Extra Items Extra Items ExtraItem
Message Routing Rules Message Routing Rules MessageRoutingRule
Maintenance Maintenance (various resources)
System Status System Status PortalSetting
System Configuration System Configuration PortalSetting
Skills Skills Skill
Teams Teams Team
Business Units Business Units BusinessUnit
Groups Groups Group
Roles Roles Roles
API Management API Management PortalSetting
Advanced Settings Advanced Settings PortalSetting
Session Search Session Search SessionSearch OwnRecordingsAndTranscriptsAllRecordingsAndTranscripts
 

Clarity Connect offers six customizable roles to allow flexible permissions matrices to various resources:

  • Agent (default)
  • QA Monitor
  • IVR Editor
  • Supervisor
  • Team Lead
  • Web API Developer
  • Administrator (can perform any action)

By default, all users are given agent-level permissions for their assigned team; this grants them access to the Agent Console page, the Dashboard, the Session Search page, and their own recordings and session transcripts. Though this default assignment cannot be changed, agents can be assigned additional roles to gain access to the resources defined by that selected role. These permissions govern which items are visible on the main menu bar.

Roles can be assigned to agents using the Teams, Business Units, or Groups pages, or by modifying them directly via Agent Management > Authorizations.