Business Units

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

Purpose

Business Units

Business units allow multiple independent groups within an organization to use Clarity Connect while preserving their own separate administrators and data. Each business unit has its own agents, teams, queues, and calendars (Figure 1). Data cannot be accessed across business units except for some administrators and users broken down into groups spanning multiple business units.

Figure 1 Business Units example

Grouping

Each agent is assigned to a single team and each team is assigned to a single business unit (and thus that agent is assigned to a single business unit as well). Multiple teams can be assigned to a single business unit. Queues are also assigned to a single business unit, and they can be assigned to any number of teams within that business unit if those teams require visibility of that queue.

Groups contain any number of teams, which may either comprise a single business unit or span across multiple business units (Figure 2). For more information, see Groups.

Figure 2 Groups example

Authorizations

If an agent is marked as Eligible for Additional Roles on the Agent Profiles page, that agent can be assigned any role at the team, group, or business unit level (including all business units, allowing them to monitor everyone on the Dashboard). Alternatively, the agent can be authorized as a supervisor for their team so they can manage agent profiles.

Actions

Miscellaneous

Search for existing business units by name using the search field on the Business Units page (Figure 3).

By default, only enabled business units are visible on the Business Units page. Click Show Disabled to display all business units.

If Show Disabled has been used to show all business units, click Hide Disabled to conceal disabled business units again.

Click the Details icon (ellipses) to show a read-only view of settings for the selected business unit.

Figure 3 Business Units page

Create New Business Unit

Click Create to create a new business unit. This will display the Create Business Units page (Figure 4).

Figure 4 Create Business Units page

The following fields will be shown for the user to edit:

Business Unit Name

Enter a name to identify the new business unit throughout the system.

Disabled?

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

Authorizations

Type an agent’s name in the text box to find a Connect agent. Select a role and click Add new authorization to add the selected agent and role as an authorization for the new business unit. See Authorizations for more information and navigate to Maintenance > Authorizations for a list of all authorizations in the system.

Click Save to save the new business unit.

Edit Existing Business Unit

From the Business Units page, click the Edit icon (pencil) to modify an existing business unit. This will display the Edit Business Unit page (Figure 5).

When an existing business unit is modified, the Edit, Queues, and Teams tabs will display. 

Change Agent Authorizations

The same fields described above on the Create New Business Unit page will be available to edit.

Figure 5 Edit Business Unit page

Click Save to save any modifications.

Assign Queues To BU

Queues associated with the business unit can be assigned or un-assigned by clicking the Queues tab (Figure 6).

Figure 6 Queues tab

Click Save to save any modifications to the associated queues.

Assign Teams To BU

Teams associated with the business unit can be assigned or un-assigned by clicking the Teams tab (Figure 7).

Figure 7 Teams tab

Click Save to save any modifications to the associated teams.