Connect Version Differences
The following table compares the behavior and availability of Clarity Connect features in different versions of the product.
| Feature | 3.2 | 4.0 | 4.1 | 5.0 |
|---|---|---|---|---|
| Agent experience | Take calls in Lync or Skype for Business client | Take calls in Skype for Business client | Take calls in browser through web agent console OR in Skype for Business client | Take calls in browser through web agent console OR in Skype for Business client (using remote agent experience) |
| Agent console | Silverlight Agent Console within Skype client side panel | Silverlight Agent Console within Skype client side panel | Web agent console OR HTML5 Session Information panel within Skype client side panel (information only with link to dashboard call controls) OR Silverlight Agent Console within Skype client side panel | Web agent console |
| Call Controls | Within Silverlight AC | Within Silverlight AC | Within Web Agent Console unless Silverlight AC is enabled | Within Web Agent Console |
| Transfers | Separate options for Agents, Queues and Contacts | Separate options for Agents, Queues and Contacts | Single search panel allowing for all available transfer options | Single search panel allowing for all available transfer options |
| Includes pinning functionality for frequent agents and contacts | Includes pinning functionality for frequent agents and contacts | |||
| Suspend functionality | Available among reason codes | Stand alone button on the admin website which can be hidden. Button within the Agent summary card on the dashboard. | Stand alone button on the admin website which can be hidden. Stand alone button directly on the dashboard. | Stand alone button on the admin website which can be hidden. Stand alone button directly on the dashboard. |
| Reason codes | Set through website, view in agent state report, on Silverlight dashboard or Skype for Business client | Set through website, view in agent state report, on Silverlight dashboard or Skype for Business client | Set through website, view in agent state report and through Skype for Business client | Set through website, view in agent state report |
| Default screen pops | Previous contacts from this customer | Caller details, including information (“extra items”) collected in IVR | Caller details, including information (“extra items”) collected in IVR | Caller details, including information (“extra items”) collected in IVR |
| History of the current session | Previous contacts from this customer | Latest previous contacts from this customer. Disposition and notes will appear if available | Latest previous contacts from this customer. Disposition and notes will appear if available | |
| History of the current session | History of the current session | History of the current session | ||
| Supervisor dashboard | Silverlight dashboard | Modern web dashboard OR Silverlight dashboard | Modern web dashboard | Modern web dashboard |
| Supervisor actions available | Take queued call, silent monitor, whisper, barge in | Take queued call, silent monitor, whisper, barge in | Take queued call, silent monitor, whisper, barge in, take over call control (and eject original agent) | Take queued call, silent monitor, whisper, barge in, take over call control (and eject original agent) |
| Customize values on Dashboard | Not available | Over 500 metrics available at different levels (queue, agent, team) | Over 500 metrics available at different levels (queue, agent, team) | Over 500 metrics available at different levels (queue, agent, team) |
| Different Dashboard metrics for different teams | Not available | Customizable templates for business units, teams or agents | Customizable templates for business units, teams or agents | Customizable templates for business units, teams or agents |
| Dashboard summary by team | Data only available on a per queue basis | Queue and team summaries | Queue and team summaries | Queue and team summaries |
| Wallboard | Not available | Customizable Wallboard and Tear-away summary views | Customizable Wallboard and Tear-away summary views | Customizable Wallboard and Tear-away summary views |
| Direct calls visible on dashboard? | No | Yes | Yes | Yes |
| Direct outbound calls? | Only via Agent re-router service | Only via Agent re-router service | Available via Web Agent Console or agent re-router | Available via Web Agent Console or agent re-router |
| After Call status visibility | Dashboard only | Dashboard and Skype for Business client | Dashboard and Skype for Business client | Dashboard and Skype for Business client |
| IM | New automated messages can be configured on the queue level • Connected Msg to Customer (Prefix) • Disconnected Msg to Customer • IM Hold Stopped Message • Connected Msg to Customer (Prefix) | New automated messages can be configured on the queue level • Connected Msg to Customer (Prefix) • Disconnected Msg to Customer • IM Hold Stopped Message • Connected Msg to Customer (Prefix) | New automated messages can be configured on the queue level • Connected Msg to Customer (Prefix) • Disconnected Msg to Customer • IM Hold Stopped Message • Connected Msg to Customer (Prefix) | |
| IM callbacks | IM callbacks | IM callbacks | ||
| Manual After Call | Must be triggered from Skype client | Must be triggered from Skype client | Available via Web Agent Console | Available via Web Agent Console |
| Call Flow | Multiple nodes added: RouteToAgentByName, SetLanguage,CheckUserPresence, SetBlockRecording, SetScreenpopURL | Multiple nodes added: RouteToAgentByName, SetLanguage,CheckUserPresence, SetBlockRecording, SetScreenpopURL | Multiple nodes added: RouteToAgentByName, SetLanguage,CheckUserPresence, SetBlockRecording, SetScreenpopUR | |
| Historical reporting updates | Historical reports updated once per day by ETL scheduled task | Historical reports updated every 15 minutes by Metrics service | Historical reports updated every 15 minutes by Metrics service | Historical reports updated every 15 minutes by Metrics service |
| Data warehouse schema | Old schema (FactCallStatus/FactAgentStatus) | New, more intuitive schema (FactSession/ FactAgent) | New, more intuitive schema (FactSession/FactAgent) | New, more intuitive schema (FactSession/FactAgent) |
| Reports use unified logic and show items based on the initial agent | Reports use unified logic and show items based on the initial agent | Reports use unified logic and show items based on the initial agent | ||
| Custom reports | Website config file needs to be modified to allow for new links | New reports can be linked to via Report Config page | New reports can be linked to via Report Config page | New reports can be linked to via Report Config page |
| Microsoft Dynamics integration | Not available | Available for Dynamics 365 (simple or custom queries in IVR, screen pop/URL for agent) | Available for Dynamics 365 (simple or custom queries in IVR, screen pop/URL for agent) | Available for Dynamics 365 (simple or custom queries in IVR, screen pop/URL for agent) |
| CSI Workforce management integration | No | Yes | Yes | Yes |
| Salesforce integration | Look up caller information in IVR, show Salesforce screen pop to agent, push transcript/recording and other session details to Salesforce record | Look up caller information or perform custom query in IVR, show Salesforce screen pop to agent, push transcript/recording and other session details to Salesforce record | Look up caller information or perform custom query in IVR, show Salesforce screen pop to agent, push transcript/recording and other session details to Salesforce record | Look up caller information or perform custom query in IVR, show Salesforce screen pop to agent, push transcript/recording and other session details to Salesforce record |
| Multiple language support | Not available | Set text-to-speech and speech recognition language in IVR, change text for some IM messages | Fully localized web agent console and supervisor dashboard customizable on a per agent basis (languages currently available: English, French, German, Croatian) (Call Flow within IVR and Session history are not localized) | Fully localized web agent console and supervisor dashboard customizable on a per agent basis (languages currently available: English, French, German, Croatian) (Call Flow within IVR and Session history are not localized) |
| Set text-to-speech and speech recognition language in IVR, change text for most IM messages | Set text-to-speech and speech recognition language in IVR, change text for most IM messages | |||
| Post-call surveys | Not available | Configured using IVR editor | Configured using IVR editor | Configured using IVR editor |
| Desk phone call control | Answer or hang up only | Answer, hang up, transfer | Answer, hang up, transfer | Answer, hang up, transfer |
| Override config settings | Can only override queue settings | Ability to create an override for any setting and queue | Ability to create an override for any setting and queue | Ability to create an override for any setting and queue |
| System Status Page | Not available | Maintenance page showing status of app servers and services. | Maintenance page showing status of app servers and services. | Maintenance page showing status of app servers and services. |
| Critical configuration change tracking? | No | Yes | Yes | Yes |
| Block recording via IVR? | No | Yes | Yes | Yes |
| Logging settings changed through | Windows service configuration files | Advanced Settings page on admin website | Advanced Settings page on admin website | Advanced Settings page on admin website |
| Drain Calls | No | Calls will automatically be drained when running then CU installer and services are shut down | Calls will automatically be drained when running then CU installer and services are shut down | Calls will automatically be drained when running then CU installer and services are shut down |
| Patching Process | Downtime required | Some in place upgrades possible | Some in place upgrades possible | Some in place upgrades possible |
| Rollback of upgrade available | Rollback of upgrade available | Rollback of upgrade available | ||
| Web service integration points | WCF external web service (request callbacks, initiate IM or web chat sessions, get current session details by agent) | REST web API (get metric data, queue/team/agent details, current session by agent) | REST web API (get metric data, queue/team/agent details, current session by agent) | REST web API (get metric data, queue/team/agent details, current session by agent) |
| WCF external web service (request callbacks, initiate IM or web chat sessions) | WCF external web service (request callbacks, initiate IM or web chat sessions) | WCF external web service (request callbacks, initiate IM or web chat sessions) | ||
| C# integration points | Session status change observer (receive notification and take action when a session changes status, e.g. is connected to an agent or ends) | Session status change observer (receive notification and take action when a session changes status, e.g. is connected to an agent or ends) | Session status change observer (receive notification and take action when a session changes status, e.g. is connected to an agent or ends) | Session status change observer (receive notification and take action when a session changes status, e.g. is connected to an agent or ends) |
| Connected message behavior (specify the IM message agents receive on answering a session, and what data is included) | Connected message behavior (specify the IM message agents receive on answering a session, and what data is included) | Connected message behavior (specify the IM message agents receive on answering a session, and what data is included) | Connected message behavior (specify the IM message agents receive on answering a session, and what data is included) | |
| Recording decision engine (based on call context, specify whether a call should be recorded or not) | Recording decision engine (based on call context, specify whether a call should be recorded or not) | Recording decision engine (based on call context, specify whether a call should be recorded or not) | Recording decision engine (based on call context, specify whether a call should be recorded or not) | |
| Queue wait calculator (specify a custom formula for calculating queue expected wait times) | Queue wait calculator (specify a custom formula for calculating queue expected wait times) | Queue wait calculator (specify a custom formula for calculating queue expected wait times) | Queue wait calculator (specify a custom formula for calculating queue expected wait times) | |
| Web browser URL factory (specify a custom URL for the screen pop in the Silverlight agent console) | ||||
| Skype for Business Server versions supported | Lync Server 2013, Skype for Business Server 2015 | Skype for Business Server 2015 | Skype for Business Server 2015 | Skype for Business Server 2019 |