Agent Profiles
Connect version:
From the main menu bar, click Agent Management > Agent Profiles. This page allows users to add or modify agents in the system (Figure 1).
Purpose
Agent profiles register individuals in the system.
By default, all users are given Agent-level permissions for their assigned team. This grants them access to the Agent Console, the Dashboard, the Session Search page, and their own recordings and sessions transcripts.
Figure 1 Agent Profiles page
Actions
Miscellaneous
Search and sort existing agents 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.
Create New Agent
From the Agent Profiles page, click Create to add a new agent. The Setup New Agent page will appear (Figure 2).
Figure 2 Setup New Agent page
Figure 2 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). When relevant, termed agents will still appear on reports.
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.
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.
Clarity Connect has several levels of recording rules:
- Calls in IVR
- IVR level: always record or never record calls in the IVR. See Configuration Settings for information on managing this setting.
- Node level: Use the Set Block Recording node to start or stop recording as a caller traverses through the call flow. This rule takes precedence over the IVR level recording rule. See Call Flows for information on using this node.
- Calls in Queue
- Portal level: record a set percentage of all incoming calls to the portal. See Configuration Settings for information on managing this setting.
- Queue level: always record or never record a queue. This rule takes precedence over the portal level recording rule. See Queues for information on managing this setting.
- Agent level: always record or never record a specific agent’s calls. This rule takes precedence over the portal level and queue level recording rules. See Agent Profiles for information on managing this setting.
- Agent Console level: if the Record and Stop Recording buttons are visible on the Agent Console, the agent can control his or her call recordings as desired. This takes precedence over the portal level, queue level, and agent level recording rules. The Record and Stop Recording buttons can be hidden from the Agent Console if supervisors do not want their agents to have access to them.
Public Name
Enter the agent’s public name. This is visible to callers.
Enter the agent’s e-mail address.
Login ID
Enter the agent’s logon ID used to access the system.
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 minimum utilization of 1% and a maximum utilization of 101%, 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. Each agent also has a minimum utilization of 0% and a maximum utilization of 100% for email sessions.
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 101%.
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.
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%.
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 100%.
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).
Dashboard Without Skype
Select this box to force the agent to manually sign into Skype for Business or sign into Skype for Business via the Agent Summary Card view in the Dashboard. Unselect this box to prompt the agent to sign into Skype for Business when launching the Dashboard.
Language
Select a language for the Dashboard. English, Croatian, French, and German are supported.
Hide Record Button
Select this box to remove the Record icon from the Agent Console view. Without the Record icon, agents cannot control recordings on a session-by-session basis.
Require Disposition
Select this box to require the agent to select a disposition prior to ending each session.
Require Call Notes
Select this box to require the agent to enter call notes prior to ending each session.
Disable Ring Dashboard Only
Select this box to ring all open endpoints. This may include the Clarity Connect Console, Skype for Business client, and agent desk phone, if applicable.
Operator
Select this box to immediately display transfer options, including pinned contacts, when a call is answered within the Clarity Connect Console.
Has Voicemail
Select this box if the agent has voice mail enabled. If this box is not selected, other agents will not have the option to transfer to that agent's voice mailbox using the Clarity Connect Console.
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 skill set 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 the listed Skills.
Edit Existing Agent
From the Agent Profiles page, click the Edit icon to modify an existing agent. The Edit Agent Profile page will appear (Figure 3).
Figure 3 Edit Agent Profile page
Figure 3 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 4). Click this to view authorizations for the selected agent by selecting the desired role from the drop-down menu.
Figure 4 Agent Authorizations page
Figure 4 Agent Authorizations page