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Agent Rescue

From the main menu bar, hover over Agent Management and then click Agent Rescue. This allows supervisors to manually change the status of their agents.

Purpose

Agent Rescue allows supervisors to manually change an agent's status.

Agent Rescue is most commonly used when agent presence is not properly updating from Skype for Business. It is possible to remove a Ring On No Answer (RONA) status, mark the agent as Away, or mark the agent as Off Work from this page. Supervisors can also clear out invalid sessions and force presence refreshers for all agents. Depending on the user's authorization level (see Authorizations for more information), different functionality will be visible.

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

Actions

Miscellaneous

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

Reset Agent Presence

From the Agent Rescue page, click Reset Agent Presence to query Skype for Business and refresh agent presence (Figure 1). This should only be used if a network or infrastructure issue prevented agents’ presence states from updating.

Figure 1 Agent Rescue page

Retrieve Portal Status

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.

Remove RONA

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.

Mark Away

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. 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.

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.

Force Off Work

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

Active Sessions

Depending on permissions, users have the ability to see open sessions using Active Sessions, Active Agent Sessions, and Pending Callbacks.

If a call becomes stuck and the status of the call fails to register back into Clarity Connect, click the Clear icon next to the stuck session under Active Sessions.

Take great care when manually closing an open call session, as this will cause any call controls associated with that session to fail.

Active Agent Sessions

Depending on permissions, users have the ability to see open sessions using Active Sessions, Active Agent Sessions, and Pending Callbacks.

If an error causes an agent’s state to become corrupted, click the Clear icon next to the session under Active Agent Sessions to 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.

Clearing active agent sessions won't help if agents’ presences are unknown or not functioning properly. For these issues, clickReset Agent Presence to reset Clarity 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.

Pending Callbacks

Depending on permissions, users have the ability to see open sessions using Active Sessions, Active Agent Sessions, and Pending Callbacks.

If there are pending callbacks in a corrupted state, these can be cleared (with care) using the Clear icon under Pending Callbacks.