4.0 User Guide
Uploaded by
alricoa4.0 User Guide
Uploaded by
alricoaUSER GUIDE
CLARITY CONNECT 4.0
REVISION B
USER GUIDE REV B
CONTENTS
1.0 INTRODUCTION..................................................................................................................................... 3
2.0 OVERVIEW ............................................................................................................................................. 3
3.0 DISPLAY SETTINGS .............................................................................................................................. 4
4.0 DASHBOARD ......................................................................................................................................... 5
5.0 AGENT CONSOLE ............................................................................................................................... 29
6.0 AGENT MANAGEMENT ....................................................................................................................... 38
7.0 HANDLING ............................................................................................................................................ 55
8.0 ROUTING .............................................................................................................................................. 74
9.0 MAINTENANCE .................................................................................................................................... 96
10.0 SESSION SEARCH .......................................................................................................................... 123
11.0 REPORTS ......................................................................................................................................... 128
12.0 ROLES & PERMISSIONS ................................................................................................................ 169
13.0 REVISION HISTORY ........................................................................................................................ 172
© 2015 PROPRIETARY & CONFIDENTIAL 2 OF 172
USER GUIDE REV B
1.0 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.
2.0 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.
Note: 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 6.7 Authorizations and 12.0 Roles & Permissions.
© 2015 PROPRIETARY & CONFIDENTIAL 3 OF 172
USER GUIDE REV B
3.0 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.
Note: The user must have sufficient permissions to run the .reg file.
© 2015 PROPRIETARY & CONFIDENTIAL 4 OF 172
USER GUIDE REV B
4.0 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:
Note: To alter or customize Dashboard metrics, click Dashboard >
Dashboard Templates and reference 4.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 5 OF 172
USER GUIDE REV B
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 messages.
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.
© 2015 PROPRIETARY & CONFIDENTIAL 6 OF 172
USER GUIDE REV B
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 8).
Figure 8 Pop-out icon
© 2015 PROPRIETARY & CONFIDENTIAL 7 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 8 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 9 OF 172
USER GUIDE REV B
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).
© 2015 PROPRIETARY & CONFIDENTIAL 10 OF 172
USER GUIDE REV B
Figure 13 Queue Rollup Dashboard
Figure 14 Queue Rollup Dashboard (see more)
© 2015 PROPRIETARY & CONFIDENTIAL 11 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 12 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 13 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 14 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 15 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 16 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 17 OF 172
USER GUIDE REV B
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.
4.1 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).
Note: A template can only be assigned to one business unit (or all business
units), team, agent, or group.
© 2015 PROPRIETARY & CONFIDENTIAL 18 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 19 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 20 OF 172
USER GUIDE REV B
Figure 25 Select a metric for this position window
Click Save to finalize changes.
4.2 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.
© 2015 PROPRIETARY & CONFIDENTIAL 21 OF 172
USER GUIDE REV B
4.3 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.
Note: The Silverlight Dashboard will be deprecated in a future release.
4.3.1 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
© 2015 PROPRIETARY & CONFIDENTIAL 22 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 23 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 24 OF 172
USER GUIDE REV B
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.
4.3.2 TOTALS BAR
The totals bar shows metrics across all queue tiles displayed (Figure 30).
Figure 30 Totals bar
4.3.3 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
© 2015 PROPRIETARY & CONFIDENTIAL 25 OF 172
USER GUIDE REV B
4.3.4 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.
© 2015 PROPRIETARY & CONFIDENTIAL 26 OF 172
USER GUIDE REV B
4.3.5 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.
4.3.6 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.
© 2015 PROPRIETARY & CONFIDENTIAL 27 OF 172
USER GUIDE REV B
4.4 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.
Note: Updates may take a few minutes. Try refreshing the Silverlight
Dashboard to view changes.
Figure 35 Hide Queues page
© 2015 PROPRIETARY & CONFIDENTIAL 28 OF 172
USER GUIDE REV B
5.0 AGENT CONSOLE
Agent Console is viewable on the main menu bar. This allows agents control over voice
and instant messaging sessions.
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 29 OF 172
USER GUIDE REV B
5.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 30 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 31 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 32 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 33 OF 172
USER GUIDE REV B
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
5.2 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
© 2015 PROPRIETARY & CONFIDENTIAL 34 OF 172
USER GUIDE REV B
5.3 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
5.4 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
© 2015 PROPRIETARY & CONFIDENTIAL 35 OF 172
USER GUIDE REV B
5.5 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.
Note: Supervisor IMs are sent to participants using the same logic as above.
Figure 49 Supervisor Agent Console
© 2015 PROPRIETARY & CONFIDENTIAL 36 OF 172
USER GUIDE REV B
5.6 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
© 2015 PROPRIETARY & CONFIDENTIAL 37 OF 172
USER GUIDE REV B
5.7 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.
Note: The Message Console will load in Outlook. Avoid loading it here unless
absolutely necessary.
6.0 AGENT MANAGEMENT
Agent Management is viewable on the main menu bar.
6.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 38 OF 172
USER GUIDE REV B
6.1.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 39 OF 172
USER GUIDE REV B
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.
Note: 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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 40 OF 172
USER GUIDE REV B
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.
Note: 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:[email protected]
© 2015 PROPRIETARY & CONFIDENTIAL 41 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 42 OF 172
USER GUIDE REV B
6.1.2 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).
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 43 OF 172
USER GUIDE REV B
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.
Note: Information on the Agent Authorizations page is pulled from Agent
Management > Authorizations.
Figure 55 Agent Authorizations page
© 2015 PROPRIETARY & CONFIDENTIAL 44 OF 172
USER GUIDE REV B
6.2 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.
Note: 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.
Note: 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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 45 OF 172
USER GUIDE REV B
Figure 56 Agent Rescue page
© 2015 PROPRIETARY & CONFIDENTIAL 46 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 47 OF 172
USER GUIDE REV B
Important: 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.
6.3 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).
Note: 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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 48 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 49 OF 172
USER GUIDE REV B
6.4 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
© 2015 PROPRIETARY & CONFIDENTIAL 50 OF 172
USER GUIDE REV B
6.5 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
© 2015 PROPRIETARY & CONFIDENTIAL 51 OF 172
USER GUIDE REV B
6.6 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.
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 52 OF 172
USER GUIDE REV B
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.
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 53 OF 172
USER GUIDE REV B
6.7 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.
Note: For more information on how to manage Clarity Connect user
authorizations and roles, see 12.0 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
© 2015 PROPRIETARY & CONFIDENTIAL 54 OF 172
USER GUIDE REV B
7.0 HANDLING
Handling is viewable on the main menu bar.
7.1 QUEUES
From the main menu bar, click Handling > Queues. This allows the user to manage
queues.
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 55 OF 172
USER GUIDE REV B
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 8.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 56 OF 172
USER GUIDE REV B
Forwarding URI
Enter the URI for the queue’s voicemail. This can be any of the following:
SIP URI (sip:[email protected], tel:+12223334444)
UM voicemail (sip:[email protected];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
© 2015 PROPRIETARY & CONFIDENTIAL 57 OF 172
USER GUIDE REV B
Figure 71 Edit Queues page (continued)
© 2015 PROPRIETARY & CONFIDENTIAL 58 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 59 OF 172
USER GUIDE REV B
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).
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 60 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 61 OF 172
USER GUIDE REV B
Figure 75 Phone Hold Treatment tab (continued)
© 2015 PROPRIETARY & CONFIDENTIAL 62 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 63 OF 172
USER GUIDE REV B
Figure 77 IM Hold Treatment tab (continued)
© 2015 PROPRIETARY & CONFIDENTIAL 64 OF 172
USER GUIDE REV B
7.2 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.
© 2015 PROPRIETARY & CONFIDENTIAL 65 OF 172
USER GUIDE REV B
Figure 79 Create IM Prompt page
7.3 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.
© 2015 PROPRIETARY & CONFIDENTIAL 66 OF 172
USER GUIDE REV B
Figure 81 Create new disposition field
7.4 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.
Figure 82 KPI Alert Details page
© 2015 PROPRIETARY & CONFIDENTIAL 67 OF 172
USER GUIDE REV B
Figure 83 Setup New KPI Alert page
© 2015 PROPRIETARY & CONFIDENTIAL 68 OF 172
USER GUIDE REV B
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.
Note: Telephone calls can be configured as any of the following formats:
Tel:+###
+###
###
Sip:[email protected]
[email protected]
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.
© 2015 PROPRIETARY & CONFIDENTIAL 69 OF 172
USER GUIDE REV B
7.5 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
© 2015 PROPRIETARY & CONFIDENTIAL 70 OF 172
USER GUIDE REV B
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.
Note: 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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 71 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 72 OF 172
USER GUIDE REV B
{{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).
© 2015 PROPRIETARY & CONFIDENTIAL 73 OF 172
USER GUIDE REV B
8.0 ROUTING
Routing is viewable on the main menu bar.
8.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 74 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 75 OF 172
USER GUIDE REV B
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).
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 76 OF 172
USER GUIDE REV B
Figure 91 Override Hours page
Figure 92 Set Custom Hours page
© 2015 PROPRIETARY & CONFIDENTIAL 77 OF 172
USER GUIDE REV B
8.2 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
© 2015 PROPRIETARY & CONFIDENTIAL 78 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 79 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 80 OF 172
USER GUIDE REV B
8.3 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.
Note: 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 can be used to create complex call flows
(Figure 99).
Figure 97 Call Flows page
© 2015 PROPRIETARY & CONFIDENTIAL 81 OF 172
USER GUIDE REV B
Figure 98 Quick IVR visual editor
Figure 99 Call flow sample
© 2015 PROPRIETARY & CONFIDENTIAL 82 OF 172
USER GUIDE REV B
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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 83 OF 172
USER GUIDE REV B
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:
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 84 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 85 OF 172
USER GUIDE REV B
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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 86 OF 172
USER GUIDE REV B
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.
Important: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 87 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 88 OF 172
USER GUIDE REV B
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.
Note: Be mindful when using short masks with wildcards, as * will match
everything. This may prevent other options from being accepted.
© 2015 PROPRIETARY & CONFIDENTIAL 89 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 90 OF 172
USER GUIDE REV B
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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 91 OF 172
USER GUIDE REV B
8.4 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.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 92 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 93 OF 172
USER GUIDE REV B
8.5 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.
Note: 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.
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
© 2015 PROPRIETARY & CONFIDENTIAL 94 OF 172
USER GUIDE REV B
8.6 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.
© 2015 PROPRIETARY & CONFIDENTIAL 95 OF 172
USER GUIDE REV B
Figure 107 Edit Message Routing Rule page
9.0 MAINTENANCE
Maintenance is viewable on the main menu bar.
9.1 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.
© 2015 PROPRIETARY & CONFIDENTIAL 96 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 97 OF 172
USER GUIDE REV B
Figure 109 System Status page (continued)
9.2 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.
© 2015 PROPRIETARY & CONFIDENTIAL 98 OF 172
USER GUIDE REV B
Figure 110 Portal Settings
© 2015 PROPRIETARY & CONFIDENTIAL 99 OF 172
USER GUIDE REV B
Figure 111 Agent, Invite, and Customer Settings
© 2015 PROPRIETARY & CONFIDENTIAL 100 OF 172
USER GUIDE REV B
Figure 112 UI and Message settings
© 2015 PROPRIETARY & CONFIDENTIAL 101 OF 172
USER GUIDE REV B
Figure 113 Integration settings
© 2015 PROPRIETARY & CONFIDENTIAL 102 OF 172
USER GUIDE REV B
Figure 114 Integration settings (continued)
9.3 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.
© 2015 PROPRIETARY & CONFIDENTIAL 103 OF 172
USER GUIDE REV B
Figure 115 Skills Configuration page
Figure 116 Create a Skill page
© 2015 PROPRIETARY & CONFIDENTIAL 104 OF 172
USER GUIDE REV B
9.4 TEAMS
From the main menu bar, click Maintenance > Teams. This allows administrators to add or
modify teams.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 105 OF 172
USER GUIDE REV B
Figure 118 Edit Team Details page
© 2015 PROPRIETARY & CONFIDENTIAL 106 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 107 OF 172
USER GUIDE REV B
Agents associated with the team can be assigned or un-assigned by clicking the Agents tab
(Figure 121).
Figure 121 Agents tab
© 2015 PROPRIETARY & CONFIDENTIAL 108 OF 172
USER GUIDE REV B
9.5 BUSINESS UNITS
From the main menu bar, click Maintenance > Business Units. This allows administrators
to add or modify business units in the system.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 109 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 110 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 111 OF 172
USER GUIDE REV B
9.6 GROUPS
From the main menu bar, click Maintenance > Groups. This allows administrators to add or
modify groups in the system.
Note: 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.
© 2015 PROPRIETARY & CONFIDENTIAL 112 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 113 OF 172
USER GUIDE REV B
9.7 ROLES
From the main menu bar, click Maintenance > Roles. This allows administrators to modify
existing roles (Figure 129).
Note: For additional details, reference 12.0 Roles & Permissions.
Figure 129 Roles page
© 2015 PROPRIETARY & CONFIDENTIAL 114 OF 172
USER GUIDE REV B
9.8 API MANAGEMENT
From the main menu bar, click Maintenance > API Management.
9.8.1 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).
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 115 OF 172
USER GUIDE REV B
9.8.1 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.
Note: At the time of install, a system default entry is created and cannot be
deleted.
Figure 131 Whitelist tab
© 2015 PROPRIETARY & CONFIDENTIAL 116 OF 172
USER GUIDE REV B
9.8.1 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.
Note: 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.
Important: Do not edit an entry’s Key & Secret setting unless the
database’s security has been compromised.
Figure 132 Clients tab
© 2015 PROPRIETARY & CONFIDENTIAL 117 OF 172
USER GUIDE REV B
9.8.2 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
© 2015 PROPRIETARY & CONFIDENTIAL 118 OF 172
USER GUIDE REV B
9.9 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.
Important: 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
© 2015 PROPRIETARY & CONFIDENTIAL 119 OF 172
USER GUIDE REV B
Figure 135 Advanced Configuration Settings page (continued)
Click the Delete icon to delete the selected setting.
Note: Only queue configuration overrides can be deleted.
Click the Details icon to view more information on the selected setting.
Click Create Override Setting create a new configuration override The Set Up New
Configuration Override page will appear (Figure 136).
© 2015 PROPRIETARY & CONFIDENTIAL 120 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 121 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 122 OF 172
USER GUIDE REV B
10.0 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).
Note: 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
© 2015 PROPRIETARY & CONFIDENTIAL 123 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 124 OF 172
USER GUIDE REV B
The Diagnostics tab contains diagnostic information on status and events history, agent
participants, and IVR path for the selected session (Figure 141).
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
© 2015 PROPRIETARY & CONFIDENTIAL 125 OF 172
USER GUIDE REV B
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
© 2015 PROPRIETARY & CONFIDENTIAL 126 OF 172
USER GUIDE REV B
The Related Sessions tab contains information on sessions related to the selected session
(Figure 145).
Figure 145 Related Sessions page
© 2015 PROPRIETARY & CONFIDENTIAL 127 OF 172
USER GUIDE REV B
11.0 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
© 2015 PROPRIETARY & CONFIDENTIAL 128 OF 172
USER GUIDE REV B
11.1 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
© 2015 PROPRIETARY & CONFIDENTIAL 129 OF 172
USER GUIDE REV B
11.2 REPORTING SERVICES
Clarity Connect offers an array of reports capturing data on contact center performance,
agent performance, call flows, and more.
Note: To view information on report troubleshooting, see Clarity Connect
knowledge base articles in the Support Portal.
When viewing reports, keep the following in mind:
All reports are based on current configurations for business units, teams, and
groups.
Durations and averages are rounded to the nearest second.
When viewing a row of data, sometimes values do not sum up exactly. For
example, a single call that had 30.4 seconds of talk time and 20.4 seconds of after
call time would display as having 00:00:30 talk time, 00:00:20 after call time, and
00:00:51 (50.8 seconds rounded up) handle time.
For reports that include start time and end time as parameters, Clarity Connect
includes data between the start time and end time on each day (in the selected
time zone) for each date in the selected range.
Session transfers affect reporting in the following ways:
The wrap-up agent is changed for a cold transfer, completing a consult (warm
transfer), and transferring a session to an invitee. The wrap-up agent is not
changed for a re-enqueue, however.
# of Calls and Your # Handled counts for transfer target agents are not
incremented by transfers.
Transfers are not counted as extra queued calls or answered calls in any reports.
Any transfer creates an Agent Participation for the transfer target agent; detailed
information on this is available on the Session Search page of the website.
Re-enqueue is a special transfer that creates an entirely new session with the
caller. It assigns the new session the chosen queue. The existing session is then
closed.
Transfer to voicemail sends a session directly to an agent’s voicemail; the agent
that receives the voicemail does not become the wrap-up agent or get any talk
time for that session.
If any type of transfer to a contact is performed and that contact is also an agent,
Connect will treat that as an agent transfer.
Transfers to non-agents and PSTN numbers are treated as if the call has been
transferred out of the system.
© 2015 PROPRIETARY & CONFIDENTIAL 130 OF 172
USER GUIDE REV B
11.2.1 AGENT CALL REPORT
This report provides an overview of an agent’s call activity.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
Note: Direct inbound or direct outbound indicates the call was proxied
through Clarity Connect (to or from the agent’s extension or SIP address)
and was not routed via the IVR queue.
Note: Clarity Connect does not require agents to execute distinct log on and
log off actions to become available to take calls or to go “off phone.” Because
of this, log on and log off times are based on the agent’s Skype for Business
presence and/or lack of activity. Rarely, this will lead to the report displaying
an inaccurate number of days under the Work Days column.
The following metrics appear in the Agent Call Report:
Agent
The agent’s first and last name.
Work Days
The number of days the agent was “seen” by the system.
Direct IB Connect Call Time
The duration of calls directly to the agent that were proxied through Connect.
Direct IB Connect Call Count
The number of calls directly to the agent that were proxied through Connect.
Direct OB Connect Call Time
The duration of calls dialed by the agent that were proxied through Connect.
Direct OB Connect Call Count
The number of calls dialed by the agent that were proxied through Connect.
Connect Call Time
The duration of Connect voice calls that were not direct inbound or direct outbound. This
includes the chat time for escalated calls.
© 2015 PROPRIETARY & CONFIDENTIAL 131 OF 172
USER GUIDE REV B
Connect Call Count
The number of Connect voice calls that were not direct inbound or direct outbound. This
includes sessions escalated from chat to voice.
Esc.
The number of Connect calls escalated from chat only to voice.
AIT
The average interaction time for queued, direct inbound, and direct outbound voice calls.
This includes the talk time for voice calls and the chat plus talk time for chats that were
escalated to voice calls.
AHT (Voice)
Average handle time for queued, direct inbound, and direct outbound voice calls. This
includes the talk time for voice calls and the chat plus talk time for chats that were escalated
to voice calls, as well as the after call work time.
AACW (Voice)
Average after call work time for queued, direct inbound, and direct outbound voice calls.
Unique Dials
The number of unique customer PSTN or SIP addresses for queued, direct inbound, and
direct outbound voice calls.
Calls > 1:30
The number of queued, direct inbound, and direct outbound calls longer than 90 seconds.
Calls > 2:00
The number of queued, direct inbound, and direct outbound calls longer than 120 seconds.
Connect Chat Time
The duration of Connect chat sessions.
Connect Chat Count
The number of Connect chat sessions.
ACT
The average chat time for Connect chat sessions.
AHT (Chat)
The average handle time for Connect chat sessions. This includes the chat time plus the
after call work time.
© 2015 PROPRIETARY & CONFIDENTIAL 132 OF 172
USER GUIDE REV B
AACW (Chat)
The average after call work time for Connect chat sessions.
11.2.2 AGENT DISPOSITION RECORDING REPORT
This report is designed to show what portion of calls are assigned a disposition by each
agent.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
Note: The Agent Disposition Recording Report displays the number of
sessions for which an agent was the wrap-up agent and the number of calls
for which a call disposition was set from the Agent Console (or shortly after
the session completes from the Session Search page). Information for
sessions where the agent was just the responding agent or involved in a
consult are not included in this report as it is the responsibility of the wrap-up
agent to set a call disposition.
The following metrics appear in the Agent Disposition Recording Report:
Agent
The agent’s first and last name.
Calls
The number of Connect calls the agent has taken, both queued and direct, for both chat and
voice.
Calls w/Disposition
The number of Connect calls the agent has taken, both queued and direct, for both chat and
voice that were assigned a disposition.
Percent w/Disposition
The percentage of the agent’s calls that were assigned a disposition.
© 2015 PROPRIETARY & CONFIDENTIAL 133 OF 172
USER GUIDE REV B
11.2.3 AGENT HOURS REPORT
This report provides a short summary of an agent’s work day.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
Note: Work Hours are calculated as the lessor of either the first status that
indicates the agent is present until the last status that indicates the agent is
present OR a summation of all statuses that indicate the agent is present.
This is done in order to more accurately account for agents logging back on
late at night or agents not logging out of their system at night, so their
presence remains in an Away state for an extended period.
Note: The Agent Hours Report is based on an agent’s Agent Status. In a Call
time includes any time the agent was in any type of session during the report
timespan. A call initiated before the set timespan and continued into the
timespan will add to the In a Call time.
The following metrics appear in the Agent Hours Report:
Agent
The agent’s first and last name.
Date
The date the row summarizes.
Work Time
The number of hours the agent worked. This is calculated by the lessor of the following: first
status that indicates the agent is present until the last status that indicates the agent is
present OR summation of all statuses that indicate the agent is present.
Avail Time
The amount of time the agent was in an Available presence state.
In a Call Time
The amount of time the agent was in a call of any type.
Busy Time
The amount of time the agent was in a Busy presence state.
Away Time
The amount of time the agent was in an Away presence state.
© 2015 PROPRIETARY & CONFIDENTIAL 134 OF 172
USER GUIDE REV B
Login
The time of the first status indicating the agent was present.
Logout
The time of the last status indicating the agent was present.
11.2.4 AGENT STATE DETAIL REPORT
This report shows every state change an agent went through in a given interval, including
the away reason code supplied (if applicable).
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
Note: This report does not display any state changes lasting fewer than 0.5
seconds. All state change durations are rounded to the nearest second.
The following metrics appear in the Agent State Detail Report:
Agent
The agent’s first and last name.
State Start Time
When the agent’s presence state changed.
Agent State
The name of the presence state the agent was in (Available, In Call, Away, Busy, Direct,
DID, DOD, etc.).
Reason Code
The away reason code provided. This column is only populated for Away presence states. If
the agent did not provide an away reason code, this column will be blank.
Duration
How long the agent was in this presence state.
© 2015 PROPRIETARY & CONFIDENTIAL 135 OF 172
USER GUIDE REV B
11.2.5 AGENT STATUS REPORT
This report breaks down how an agent spent his or her time.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
Note: Answered voice counts may include queued, direct inbound, and direct
outbound calls.
If the agent answers an IM session and escalates it to voice, it will count as
one answered chat and one escalation.
On phone time, chat time, and talk time include all time an agent was in a
session with a customer, including consultations and invitations, even if that
session was active before the set reporting timeframe and carried over into
the beginning of the set timeframe.
Note: Call centers with agents handling multiple simultaneous sessions
should keep the following in mind:
An agent can never have more chat minutes than logon minutes, even if
handling multiple IMs at once. Handling two IMs simultaneously that both
take five minutes is counted as five minutes of chat time—not ten minutes.
Occupancy rate measures the percentage of time an agent handles customer
calls. Occupancy does not distinguish between how many calls are being
handled at once.
Handling one call for ten minutes out of 100 logged on minutes counts as a
10% occupancy rate. Handling two calls simultaneously for ten minutes out of
100 logged on minutes also counts as a 10% occupancy rate.
The following metrics appear in the Agent Status Report:
Team
The name of the team the agent belongs to. This is aggregated with a subtotal for all agents
on that team.
Agent
The agent’s first and last name.
Ans. Chat
The number of chat sessions the agent answered.
Ans. Voice
The number of audio calls the agent answered.
© 2015 PROPRIETARY & CONFIDENTIAL 136 OF 172
USER GUIDE REV B
Esc.
The number of chat sessions escalated to voice sessions.
RONA
The number of calls and chats from the queue (and consult/invite requests, if configured) the
agent missed.
On Phone Time
The amount of time the agent was available to take a session or was actively handling a
session.
Chat Time
The amount of time the agent was only in a chat or multiple chats. The agent’s chat time
includes the time when a session was just a chat, even if that session was later escalated.
Talk Time
The amount of time an agent was in a voice call managed by Connect (queued call or direct
call that was proxied). The agent’s talk time includes the time after a chat is escalated to
voice.
ACW Time
The amount of time the agent spent in after call work.
Idle Time
The amount of time the agent was available to take a call but was not actively on a call.
Direct Time
The amount of time the agent was in a direct call that was not proxied through Connect.
Unavail Time
The amount of time an agent was logged in but in an Away presence state.
OCC %
The agent’s occupancy rate. This is calculated as Handle Time divided by On Phone Time.
Chat %
The agent’s chat rate. This is calculated as Chat Time divided by On Phone Time.
Talk %
The agent’s talk rate. This is calculated as Talk Time divided by On Phone Time.
© 2015 PROPRIETARY & CONFIDENTIAL 137 OF 172
USER GUIDE REV B
ACW %
The agent’s after call work rate. This is calculated as After Call Time divided by On Phone
Time.
Idle %
The agent’s idle rate, or the percentage of time he or she was in a position to take a session
but did not have one. This is calculated as Available Time divided by On Phone Time.
Unavail %
The agent’s unavailable rate. This is calculated as Unavailable Time divided by On Phone
Time.
11.2.6 AWAY REASON CODE REPORT
This report summarizes an agent’s work hours (logged on time) versus the time they were
unavailable to take incoming Clarity Connect calls.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
The following metrics appear in the Away Reason Code Report:
Agent Name
The agent’s first and last name.
Interval Start Time
The start date and start time (in 15 minute intervals).
Interval End Time
The end date and end time.
Work Hours
The sum of time the agent was logged on during the interval (including time spent in
Available, After Call, Direct Call, Direct Inbound, Direct Outbound, Conference Call, Ringing
(reserved), Busy, RONA, In Call, In IM Call, and any Unavailable (Away) time, including
away time with an associated away reason code.
Unavailable
The sum of time the agent was working (logged on) but not ready to take incoming Clarity
Connect calls. This includes time spent in Unavailable (away) with or without an away
reason code, in addition to After Call, RONA, Busy, Conference Call, Direct Call, Direct
Inbound, and Direct Outbound. Unavailable time is a subset of Work Hours.
© 2015 PROPRIETARY & CONFIDENTIAL 138 OF 172
USER GUIDE REV B
After Call
The amount of time the agent spent in after call work.
RONA
The amount of time the agent spent in ring on no answer.
Busy
The amount of time the agent spent in a Busy presence state.
Direct
The amount of time the agent spent on direct calls that were not proxied through Connect.
DID
The amount of time the agent spent on direct inbound calls that were proxied through
Connect.
DOD
The amount of time the agent spent on direct outbound calls that were proxied through
Connect.
Conference Call
The amount of time the agent spent in non-Clarity Connect conference calls.
At Lunch
The amount time the agent spent in an Away presence state with a reason code of At
Lunch.
On Break
The amount of time the agent spent in an Away presence state with a reason code of On
Break.
In A Meeting
The amount of time the agent spent in an Away presence state with a reason code of In A
Meeting.
Other
The sum of all times an agent was in an Away presence state with a custom reason code.
The time in this column should be the difference between the preceding columns and the
total Not Ready time.
© 2015 PROPRIETARY & CONFIDENTIAL 139 OF 172
USER GUIDE REV B
11.2.7 CALL DETAIL REPORT
This report displays information about each call that went through Connect.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and agent.
The following metrics appear in the Call Detail Report:
Session ID
The Clarity Connect session ID for the interaction.
Date
The date of the interaction
Start Time
The time the interaction was initiated.
Caller
The address of the outside party participating in the interaction.
Queue
The queue the session was placed in.
Agent
The responding agent that handled the session.
Modality
Chat or audio. A chat that escalated to a voice session will display as Audio.
Esc.
Escalated flag. The flag will display as “Y” if the call was escalated to a voice session from a
chat session.
Call Type
The type of session: direct inbound dial (DID), direct outbound dial (DOD), or IVR queued
call (IVR).
Attend Time
The amount of time the call spent in the automated IVR attendant.
© 2015 PROPRIETARY & CONFIDENTIAL 140 OF 172
USER GUIDE REV B
Queue Time
The amount of time the call spent in queue waiting for an agent to become available.
Accept Time
The amount of time the agent took to accept the call or chat session.
Chat Time
The amount of time the agent was instant messaging with the caller.
Talk Time
The amount of time the agent was speaking with the caller. An escalated call will display
both chat and talk time.
AfterCall Time
The amount of time the agent spent on after call work following the session.
11.2.8 INCOMING URI CALL FLOW REPORT
This report details calls that came into each call flow and mapped URI. It can help determine
which call flows and URI mappings are used most often, as well as help identify potential
areas of improvement by identifying call flows with high abandon rates or long durations
spent in IVR.
Note: For this report, data in Clarity Connect 3.2 was aggregated by session.
In Clarity Connect 4.0, data is aggregated by call flow node broken down by
incoming URI.
Because this data cannot be migrated from 3.2 to 4.0, legacy data, while still
present, will display an incoming URI of “UNKNOWN.” Be sure to export any
3.2 reports with this information prior to upgrading to 4.0.
Parameters include start date, end date, start time, end time, time zone, incoming URI, and
call flow name.
The following metrics appear in the Incoming URI Call Flow Report:
Call Flow (revision)
The name of the active call flow with revision number.
URI
The incoming URI called by the customer.
© 2015 PROPRIETARY & CONFIDENTIAL 141 OF 172
USER GUIDE REV B
Total Calls
The total number of calls placed to the incoming URI and handled by the call flow.
Avg Duration in Call Flow
The average amount of time calls spent in the call flow. This is calculated as the Total Call
Flow time divided by Total Calls.
Avg Total Duration
The average amount of total call time. This is calculated as the Total Call Time divided by
the Total Calls.
Abandon Rate %
The percentage of calls abandoned. This is calculated as Calls Abandoned * 100 divided by
Total Calls.
Queued %
The percentage of calls placed into queue. This is calculated as Calls Queued * 100 divided
by Total Calls.
Transfer %
The percentage of calls transferred out of the call flow. This is calculated as Calls
Transferred * 100 divided by Total Calls.
HangUp %
The percentage of calls disconnected by the call flow. This is calculated as Calls Ended *
100 divided by Total Calls.
11.2.9 INTERVAL REPORT (VOICE ONLY)
This report shows the load experienced throughout the day and it impacts a variety of
metrics.
Parameters include start date, end date, start time, end time, time zone, business units,
groups, teams, and queue.
The following metrics appear in the Interval Report (Voice Only):
15-Min Start
The start time of the 15-minute interval this row represents.
Queued Calls
The number of calls placed into a queue to wait for an agent.
© 2015 PROPRIETARY & CONFIDENTIAL 142 OF 172
USER GUIDE REV B
Aband Calls
The number of calls abandoned.
Transf Calls
The number of calls transferred out of the portal.
Ans. Calls
The number of call connected to an agent, including from queues and direct proxied calls.
Service Level %
The percentage of calls answered within a configurable time allotted in the configured
service level agreement.
ASA (sec)
The average speed of answer for calls answered.
ABA %
The percentage of abandoned queued calls.
ATA
The average time to abandon for calls waiting in queue.
Avg Talk Time
Average amount of talk time for all answered calls.
Avg Call ACW
Average amount of after call work for all answered calls.
AHT
Average handle time for all answered calls. This is calculated as Talk Time + After Call Work
time divided by Answered Call Count.
Total Call Time
The total amount of handle time for calls.
© 2015 PROPRIETARY & CONFIDENTIAL 143 OF 172
USER GUIDE REV B
11.2.10 INTERVAL SESSION REPORT
This report shows the load experienced throughout the day and how it impacts a variety of
metrics.
Parameters include start date, end date, start time, end time, time zone, business units,
groups, teams, and queue.
The following metrics appear in the Interval Session Report:
15-Min Start
The start time of the 15-minute interval this row represents.
Modality
Voice or chat. Escalated calls will display as Voice.
Queued Calls
The number of calls placed into a queue to wait for an agent.
Aband Calls
The number of calls abandoned.
Transf Calls
The number of calls transferred out of the portal.
Ans. Calls
The number of calls connected to an agent, including from queues and direct proxied calls.
Service Level %
The percentage of calls answered within a configurable time allotted in the configured
service level agreement.
ASA
The average speed of answer for calls answered.
ABA %
The percentage of abandoned queued calls.
ATA
The average time to abandon for calls waiting in queue.
© 2015 PROPRIETARY & CONFIDENTIAL 144 OF 172
USER GUIDE REV B
Avg Interact Time
The average amount of interaction time for all answered session. This is calculated as Chat
Time + Talk Time.
Avg ACW
Average amount of after call work for all answered calls.
AHT
Average handle time for all answered calls. This is calculated as Talk Time + After Call Work
Time divided by Answered Call Count.
Total Call Time
The total amount of handle time for calls.
11.2.11 MESSAGE AGENT REPORT
This report allows supervisors to identify all messaging metrics at an agent level. Data is
grouped by agent.
Parameters include start date, end date, start time, end time, time zone, business units,
group, teams, and agents.
The following metrics appear in the Message Agent Report:
Agent
The agent’s first and last name.
Offered Sessions
The number of e-mails offered to the agent.
Accepted Sessions
The number of e-mails accepted by the agent.
# RONA
The number of e-mails ignored or declined by the agent.
In Progress Replies
The number of response e-mails sent by the agent tagged as “in progress.”
Waiting Replies
The number of response e-mails sent by the agent tagged as “waiting for customer
response.”
© 2015 PROPRIETARY & CONFIDENTIAL 145 OF 172
USER GUIDE REV B
Completed Replies
The number of response e-mails sent by the agent tagged as “completed.”
% Completed then Reopened
The percentage of e-mail responses sent by the agent, marked as “completed” and re-
opened for additional follow up.
Avg Replies per Session
The average number of replies the agent sent per session he or she worked with (not
including other agents’ replies to that session).
Max Response Time (Hrs)
The maximum amount of time within business hours between an agent accepting an e-mail
offer and responding with either “waiting” or “completed.”
Avg Response Time (Hrs)
The average amount of time within business hours between an agent accepting an e-mail
offer and responding with either “waiting” or “completed.”
Total Active Time (Hrs)
The total amount of time within business hours where the agent had at least one e-mail that
was accepted but not responded to.
Transfer Requests
The number of sessions the agent accepted and then transferred to a different agent or
queue.
© 2015 PROPRIETARY & CONFIDENTIAL 146 OF 172
USER GUIDE REV B
11.2.12 MESSAGE DATA REPORT
This report shows every message that went through Connect, giving customers a complete
view of information that can be aggregated and summarized using whatever technology is
most familiar (Excel, MatLab, etc.) if Connect’s standard reports do not provide the desired
data or aggregation type.
Every message session that goes through Connect contains a line on this report. The
columns provide information to assist in filtering and summarizing as needed.
Parameters include start date, end date, and time zone.
The following metrics appear in the Message Data Report:
Session ID
The session ID of the corresponding session represented in this row.
Date
The session’s start date.
Call Disposition
A call’s disposition.
Call Sub-Disposition
A call’s sub-disposition.
Initial From Address
The e-mail address the first message was sent from.
Initial To Address
The e-mail address the first message was sent to.
Initial Subject
The first e-mail’s subject.
Start Time
The time the first e-mail arrived. This is in the selected time zone.
Completed Time
The time the last reply tagged with “completed” was sent or the time the session was closed
(if manually closed without a “completed” reply).
© 2015 PROPRIETARY & CONFIDENTIAL 147 OF 172
USER GUIDE REV B
Total Calendar Time
The calendar duration between the start time and end time.
Was SLA
Whether or not the first e-mail an agent responded to (counting the duration within business
hours) was within the SLA time.
Initial Queue
The queue the session was initially placed in.
Completed Queue
The queue the session was in when it was closed.
All Queues
All queues the session passed through.
Avg Queue Time (Hrs)
The average amount of time within business hours a session was waiting in queue before an
agent accepted an offer to handle the response.
Answering Agent
The agent that accepted the session’s first e-mail.
Max Active Time
The maximum time inside business hours between a message being accepted by an agent
and the agent responding with “waiting” or “completed.”
Completed Agent
The agent who marked the session as “completed” when it was closed or the agent who was
last assigned to the session before it was closed.
Avg Active Time
The average time within business hours between a session being accepted by an agent and
the agent responding with “waiting” or “completed.”
All Agents
All agents who interacted with the session.
Max Waiting Time
The maximum time within business hours between when an agent responded with “waiting”
or “completed” and the customer responded before the ticket closed.
© 2015 PROPRIETARY & CONFIDENTIAL 148 OF 172
USER GUIDE REV B
E-mails from Customer
The number of e-mails received from the customer over the duration of the session.
Avg Waiting Time
The average time within business hours between when an agent responded with “waiting” or
“completed” and the customer responded before the ticket closed.
E-mails from Agent
The number of e-mails sent by the agent to the customer over the duration of the session.
Max Queue Time
The maximum amount of time within business hours a session was waiting in queue before
an agent accepted an offer to handle the response.
Total Queue Time
The total amount of time within business hours a session was waiting in queue before an
agent accepted an offer to handle the response.
Queue Time Count
The number of times a session was waiting in queue.
Total Active Time (Hrs)
The total time within business hours between a session being accepted by an agent and the
agent responding with “waiting” or “completed.”
Active Time Count
The number of times an agent accepted an offer to respond to a customer message relating
to this session.
Total Waiting Time (Hrs)
The total time within business hours between when an agent responded with “waiting” or
“completed” and the customer responded before the ticket closed.
Waiting Time Count
The number of times an agent replied indicating he or she was “waiting” for a response or
indicated “completed” and the customer responded before it closed.
© 2015 PROPRIETARY & CONFIDENTIAL 149 OF 172
USER GUIDE REV B
11.2.13 MESSAGE QUEUE REPORT
This report is designed to allow supervisors to identify all messaging metrics at a queue
level. Data is grouped by queue.
Parameters include start date, end date, start time, end time, time zone, business units,
group, teams, and queues.
The following metrics appear in the Message Queue Report:
Queue
The name of the queue the session came through.
# New Received
The number of new e-mail sessions received.
# Replies Received
The number of replies received to existing e-mail sessions.
# Transfers Received
The number of existing e-mail sessions transferred into this queue from a different queue.
# Accepted
The number of offers for e-mail sessions in this queue that were accepted by an agent.
# In Progress Sent
The number of e-mail responses to a customer that were sent from agents for sessions in
this queue tagged as “in progress.”
# Waiting Sent
The number of e-mail responses to a customer that were sent from agents for sessions in
this queue tagged as “waiting for customer response.”
# Completed Sent
The number of e-mail responses to a customer that were sent from agents for sessions in
this queue tagged as “completed.”
# Completed
The number of e-mail sessions that were responded to with “completed” and were not
reopened or were manually closed.
© 2015 PROPRIETARY & CONFIDENTIAL 150 OF 172
USER GUIDE REV B
% SLA
The percentage of sessions where the agent responded in any way to the first e-mail
(counting the duration within business hours) within the SLA time.
Max Queue Time (Hrs)
The highest maximum queue time for e-mail sessions, as defined in the e-mail data
definition.
Avg Queue Time (Hrs)
The average queue time for e-mail sessions, as defined in the e-mail data definition.
Max Active Time (Hrs)
The highest maximum active time for e-mail sessions, as defined in the e-mail data
definition.
Avg Active Time (Hrs)
The average active time for e-mail sessions, as defined in the e-mail data definition.
Max Waiting Time (Hrs)
The highest maximum waiting time for e-mail sessions, as defined in the e-mail data
definition.
Avg Waiting Time (Hrs)
The average waiting time for e-mail sessions, as defined in the e-mail data definition.
Max Total Time (Hrs)
The highest total time for e-mail sessions, as defined in the e-mail data definition.
Avg Total Time (Hrs)
The average total time for e-mail sessions, as defined in the e-mail data definition.
© 2015 PROPRIETARY & CONFIDENTIAL 151 OF 172
USER GUIDE REV B
11.2.14 NODE REPORT
This report displays information about each Quick IVR node to identify problems, heavy
traffic areas, and potential improvements in the Quick IVR call flows.
Parameters include start date, end date, start time, end time, time zone, and call flow name.
The following metrics appear in the Node Report:
Call Flow (Revision)
The name of the active call flow with revision number.
Node
The name of the node the data describes.
Type
The type of node (e.g., CheckQueueState, CheckTime, Enqueue, HangUp, etc.).
Option
The option allowed for nodes with user interaction (e.g., Prompt) for sub-aggregation.
# of Calls
The total number of calls that went through the node.
Avg Duration
The average amount of time calls spent in the node. This is calculated as total time spent in
node divided by total number of calls that went through the node.
# of No Matches
The total number of calls that hit the node and did not match user input to a possible
outcome path.
# of No Inputs
The total number of calls that hit the node and did not receive any user input when user input
was expected.
# of Repeats
The total number of times the prompt needed to be repeated while attempting to collect user
input.
© 2015 PROPRIETARY & CONFIDENTIAL 152 OF 172
USER GUIDE REV B
11.2.15 OFFERED CALL REPORT (VOICE ONLY)
This report displays a daily breakdown of calls that came in through the system.
This report is designed for contact centers that only handle voice calls. The data for chats
will not be shown on this report; use the Offered Session Report instead.
Parameters include start date, end date, start time, end time, and time zone.
The following metrics appear in the Offered Call Report (Voice Only):
Date
The date the row summarizes.
Offered
The total number of calls that went through the platform.
IVR Abandon
The number of calls that were abandoned while in IVR.
IVR Transfer
The number of calls that were transferred directly out of the IVR.
Queued
The number of calls that were placed into a queue to find an agent.
Queue Abandon
The number of calls that were abandoned while waiting in queue for an agent.
Queue Transfer
The number of calls that were transferred directly out of the queue.
Answered
The number of calls waiting in queue that successfully connected to an agent.
ReEnqueued
The number of calls that were re-enqueued to a new queue.
© 2015 PROPRIETARY & CONFIDENTIAL 153 OF 172
USER GUIDE REV B
ASA
Average Speed of Answer. The average amount of time it took an agent to answer a call.
ABA %
Abandon Rate. The percentage of queued calls abandoned before being connected to an
agent.
ATT
Average Talk Time. The average amount of time an agent spent speaking with a customer.
AACW
Average After Call Work. The average amount of time an agent spent on after call work
following a call.
Call Time
The total amount of handle time spent on calls that came in from an IVR queue. Talk time +
after call work time.
11.2.16 OFFERED SESSION REPORT
This report provides a daily breakdown of calls that came in through Connect (excluding
direct proxied calls).
Parameters include start date, end date, start date, end time, and time zone.
Date
The date the row summarizes.
Modality
Voice or chat. Voice for escalated calls.
Offered
The total number of offered calls that went through Connect.
IVR Abandon
The number of calls that were abandoned while in IVR.
IVR Transfer
The number of calls that were transferred directly out of the IVR.
© 2015 PROPRIETARY & CONFIDENTIAL 154 OF 172
USER GUIDE REV B
Queued
The number of calls that were placed into a queue to find an agent.
Queue Abandon
The number of calls that were placed into a queue to find an agent.
Queue Transfer
The number of calls that were transferred directly out of the queue.
Answered
The number of calls that were waiting in queue that successfully connected to an agent.
ReEnqueued
The number of calls that were re-enqueued to a new queue.
Esc.
The number of calls escalated from chat to voice.
ASA
Average Speed of Answer. The average amount of time it took an agent to answer a call.
ABA %
Abandon Rate. The percentage of queued calls that were abandoned before being
connected to an agent.
AIT
Average Interaction Time. Average amount of interaction time for all answered calls. This is
calculated as Chat Time + Talk Time.
AACW
Average After Call Work. The average amount of time an agent spent on after call work
following a call.
AHT
Average Handle Time. The average amount of time an agent spent on a call. This is
calculated as Interaction Time + After Call Work Time divided by Answered Calls.
Session Time
The total amount of handle time spent on calls that came in from an IVR queue. This is
calculated as Talk Time + After Call Work Time.
© 2015 PROPRIETARY & CONFIDENTIAL 155 OF 172
USER GUIDE REV B
11.2.17 QUEUE LEVEL REPORT (VOICE ONLY)
This report is designed to allow supervisors to drill down into queues to identify the topic of
calls (if disposition is set by agent) and various metrics for each type of call that came in
through the IVR.
This report is designed for contact centers that only handle voice calls. The data for chats
will not be displayed in this report. Use the Queues Session Report instead.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and queue.
The following metrics appear in the Queue Level Report (Voice Only):
Disposition
The disposition the agents applied to the calls within this grouping.
Sub-Disposition
The sub-disposition agents applied to the calls this row represents.
Queued Calls
The number of calls that were placed into queue to wait for an agent.
Queue Abandons
The number of calls the customer abandoned while waiting in queue for an agent.
Queue Transfers
The number of calls where the customer was transferred out of the portal while waiting in
queue.
Answered Calls
The number of calls answered by an agent.
Service Level %
The percentage of calls answered within the configured time allotted in the service level
agreement.
ASA
Average Speed of Answer. The average amount of time it took for an agent to be connected
to a call after it entered a queue.
ABA %
Abandon Rate. The percentage of queued calls that were abandoned before being
connected to an agent.
© 2015 PROPRIETARY & CONFIDENTIAL 156 OF 172
USER GUIDE REV B
Max Queue Time
The longest time a caller spent waiting in queue for an agent.
ATA
Average time to abandon.
Avg Talk Time
Average amount of talk time for all answered calls.
Avg Call ACW
Average amount of after call work for all answered calls.
AHT
Average handle time for all answered calls. This is calculated as (Talk Time + ACW Time)
divided by Answered Call Count.
Call Time
The total amount of time spent on calls that came in from an IVR queue.
11.2.18 QUEUE SESSION REPORT
This report allows supervisors to drill down into queues to identify the topic of calls (if
disposition is set by the agent) and various metrics for each type of call encountered that
was not a direct proxied call.
This report is designed for contact centers that handle both voice calls and chats. Data is
grouped by disposition, then sub-disposition, and finally by modality.
Parameters include start date, end date, start time, end time, time zone, business unit,
group, team, and queue.
The following metrics appear in the Queue Session Report:
Disposition
The disposition agents applied to calls within this grouping.
Sub-Disposition
The sub-disposition agents applied to the calls this row represents.
Modality
Voice or chat. Escalated calls will display as Voice.
© 2015 PROPRIETARY & CONFIDENTIAL 157 OF 172
USER GUIDE REV B
Queued Calls
The number of calls that were placed into queue to wait for an agent.
Queue Abandons
The number of calls the customer abandoned while waiting in queue for an agent.
Queue Transfers
The number of calls where the customer was transferred out of the portal while waiting in
queue.
Ans. Calls
The number of calls answered by an agent.
Service Level %
The percentage of calls answered within the configured time allotted in the service level
agreement.
ASA
Average Speed of Answer. The average amount of time it took for an agent to be connected
to a call after it entered a queue.
ABA %
Abandon Rate. The percentage of queued calls that were abandoned before being
connected to an agent.
Max Queue Time
The longest time a caller spent waiting in queue for an agent.
ATA
Average Time to Abandon.
Avg Interact Time
The average amount of interaction time for all answered calls. This is calculated as Chat
Time + Talk Time.
Avg Call ACW
Average amount of after call work for all answered calls.
AHT
Average Handle Time for all answered calls. This is calculated as (Interaction Time + ACW
Time) divided by Answered Call Count.
© 2015 PROPRIETARY & CONFIDENTIAL 158 OF 172
USER GUIDE REV B
Session Time
The total amount of handle time spent on calls that came in from an IVR queue. This is
calculated as Talk Time + After Call Work Time.
11.2.19 SESSION DATA REPORT
This report is different from others as it does not aggregate information. It instead provides a
complete data dump of information that can then be aggregated and summarized by
customers using whatever technology they are familiar with (Excel, MatLab, etc.) if
Connect’s standard reports do not provide the desired data or aggregation type.
Every message session that goes through Connect contains a line on this report. The
columns provide information to assist in filtering and summarizing as needed.
Parameters include start date, end date, and time zone.
The following metrics appear in the Session Data Report:
Session ID
The session ID associated with the interaction. This can be cross-referenced with the
Session Search page on the administrative website.
Date
The date of the interaction.
Start Time
The time the interaction started.
Caller ID
The caller ID delivered with the session, either based on context passed in or the telecom
provider.
Caller SIP URI
The Unique Resource Identifier of the outside party on the interaction.
Queue
The queue the interaction was placed in.
Business Unit
The business unit associated with the queue or the agent’s team in the case of a direct call
that was not in a queue.
© 2015 PROPRIETARY & CONFIDENTIAL 159 OF 172
USER GUIDE REV B
Agent
The answering agent for the session. This field will be left blank if there was no answering
agent for the session.
Team
The answering agent’s team. This field will be left blank if there was no team.
Groups
The groups that contain the agent’s team. This field will be left blank if there was no group.
Modality
The session’s modality (voice or chat).
Queue Time
The amount of time the interaction spent waiting for an agent to answer the session after
being placed into queue.
Talk Time
The amount of time the interaction spent with active audio, between when it was first
answered by an agent until either a participant disconnects or the session is escalated to
include voice.
Agent Initiated Hold Time
The amount of time the interaction spent on hold (initiated by the agent). This time is also
included in talk time and/or message time.
After Call Time
The amount of time the finishing agent spent wrapping up their work after disconnecting from
the customer, until they placed themselves back to an Available presence state to take
another session.
Time to ABA
If the session was abandoned before being connected to an agent, this is the amount of time
the customer waited before abandoning the session, otherwise this field will be left blank.
Answered?
Whether or not the session was answered (Yes/No).
Xfered from Queue?
Whether or not the session was transferred while waiting in queue hold to the forwarding
URI associated with the queue (Yes/No).
© 2015 PROPRIETARY & CONFIDENTIAL 160 OF 172
USER GUIDE REV B
Abandoned?
Whether or not the session was abandoned (Yes/No).
DID?
Whether or not the session was a proxied direct inbound call (Yes/No).
DOD?
Whether or not the session was a proxied direct outbound call (Yes/No).
Queued?
Whether or not the session was a queued call (Yes/No).
Escalated?
Whether or not the session was escalated from chat only to include voice (Yes/No).
Re-Enqueued?
Whether or not the session was transferred to a different queue or the name of the queue.
This field will be left blank if the session was not re-enqueued.
RONAs
Agents that were offered the call and declined or did not answer. This field will be left blank if
there were no RONAs.
Xfered by Agent
The name of the agent or contact the session was transferred to. This field will be left blank if
there were no transfers.
Adt’l Agents
Any additional agents who assisted with the call, as well as the type of assistance provided
or. This field will be left blank if there were no additional agents.
Supervisors
Any supervisors who silently or whisper joined the session. This field will be left blank if no
supervisors silently or whispered joined.
Disposition
The agent-set call disposition assigned to the session. This field will be left blank if no
disposition was assigned.
Sub-Disposition
The agent-set call sub-disposition assigned to the session. This field will be left blank if no
sub-disposition was assigned.
© 2015 PROPRIETARY & CONFIDENTIAL 161 OF 172
USER GUIDE REV B
11.2.20 AGENT DATA REPORT
This report provides customers with a data dump of information that can be further
aggregated and summarized using whatever technology is most familiar (Excel, MatLab,
etc.) if Connect’s standard reports do not provide the desired data or aggregation type.
This report provides data for the selected time periods (year, month, week, day, hour,
quarter-hour) for each configured agent with a variety of information about that agent’s
activities during that period of time.
Parameters include start date, end date, time zone, and group by.
The following metrics appear in the Agent Data report:
Agent
The agent’s first and last name.
Date
The start date for the selected timespan.
Time
The start time of the selected timespan.
Business Unit
The business unit associated with the agent’s team.
Team
The team the agent is associated with.
Groups
The group(s) the agent is associated with, if any.
Answered Sessions
The number of queued sessions the agent was offered and accepted.
RONAs
The number of session invites the agent missed.
DIDs
The number of direct inbound dial calls the agent received, whether or not they were
answered.
© 2015 PROPRIETARY & CONFIDENTIAL 162 OF 172
USER GUIDE REV B
DODs
The number of direct outbound dial calls the agent initiated.
Started IM Sessions
The number of IM sessions the agent initiated. This only includes IM sessions answered
from the queue.
Started AV Calls
The number of voice sessions the agent initiated. This includes calls answered from the
queue, IM sessions escalated to include voice, and direct inbound/outbound dials.
Escalations
The number of IM-only sessions the agent handled that escalated to include voice.
Invites
The number of session invitations the agent answered, including invites from a consultation.
Consults
The number of session consultations the agent answered.
Transfers
The number of session transfer requests the agent answered, including transfers initiated
from an invite or consultation.
Supervisor Joins
The number of sessions the agent joined using either silent or whisper join.
Available Time
The amount of time the agent was available to receive Connect sessions.
Ringing Time
The amount of time the agent had a call ringing to them.
Connect IM Session Time
The amount of time the agent spent in IM-only sessions.
Connect Phone Call Time
The amount of time the agent spent in audio/video sessions.
Connect DID Call Time
The amount of time the agent spent in proxied direct inbound calls.
© 2015 PROPRIETARY & CONFIDENTIAL 163 OF 172
USER GUIDE REV B
Connect DOD Call Time
The amount of time the agent spent in proxied direct outbound calls.
Non Connect Call Time
The amount of time the agent spent in a Skype for Business presence indicating they were
in a direct call but did not have an associated Connect session.
After Call Time
The amount of time the agent spent in either automatic or manual after call time to wrap up a
session.
RONA Time
The amount of time an agent spent in a RONA status after missing a session invitation
before changing his or her Skype for Business presence back to Available.
Unavailable Time
The amount of time an agent spent in an Away or Idle Skype for Business presence state.
Off Work Time
The amount of time an agent spent in an Off Work Skype for Business presence state.
Logged Out Time
The amount of time an agent spent logged off of Skype for Business.
On Phone Time
The amount of time an agent was either interacting with a Connect session or was available
to interact with a Connect session. This includes Available, Ringing, In Queued Call (IM or
voice), In Direct Call, and in After Call status.
Q On Phone Time
The amount of time an agent was either interacting with a queued Connect session or was
available to interact with a queued Connect session. This includes Available, Ringing, In
Queued Call (IM or voice), In Direct Call, and in After Call status.
Talk Time
The amount of time the agent was actively interacting with the customer in a Connect
session. This includes In Queued Call (IM or voice) and In Direct Call.
Q Talk Time
The amount of time the agent was actively interacting with the customer in a Connect
session. This includes only In Queued Call (IM or voice).
© 2015 PROPRIETARY & CONFIDENTIAL 164 OF 172
USER GUIDE REV B
Handle Time
The amount of time the agent was in the process of handling a Connect session. This
includes Ringing, In Queued Call (IM or voice), In Direct Call, and After Call Work.
Q Handle Time
The amount of time the agent was in the process of handling a Connect session that came
through the queue. This includes Ringing, In Queued Call (IM or voice), and After Call Work.
OCC %
The agent’s occupancy rate. This is calculated as Handle Time divided by On Phone Time.
Q OCC %
The agent’s queue occupancy rate. This is calculated as Queue Handle Time divided by On
Phone Time.
Talk %
The agent’s talk rate for the time period. This is calculated as Talk Time divided by On
Phone Time.
Q Talk %
The agent’s talk rate for the time period. This is calculated as Queue Talk Time divided by
On Phone Time.
ACW %
The agent’s after call work rate. This is calculated as After Call Time divided by On Phone
Time.
Idle %
The agent’s idle rate, or the percentage of time he or she was in a position to take a session
but did not have one. This is calculated as Available Time divided by On Phone Time.
Avg Talk Time
The average amount of time per session the Agent spent actively interacting with a
customer. Because this is based on the number of answered calls in the time period, it will
be more accurate for larger time ranges (i.e., a full day or longer).
Avg Q Talk Time
The average amount of time per session the agent spent actively interacting with a customer
who came through the queue. Because this is based on the number of answered calls in the
time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
© 2015 PROPRIETARY & CONFIDENTIAL 165 OF 172
USER GUIDE REV B
Avg ACW Time
The average amount of time per session the agent spent in after call work. Because this is
based on the number of answered calls in the time period, it will be more accurate for larger
time ranges (i.e., a full day or longer).
Avg Q ACW Time
The average amount of time per session the agent spent in after call work for a session that
came in through the queue. Because this is based on the number of answered calls in the
time period, it will be more accurate for larger time ranges (i.e., a full day or longer).
Avg Handle Time
The average amount of time per session the agent spent handling the session, including
both actively speaking with the customer and in after call work. Because this is based on the
number of answered calls in the time period, it will be more accurate for larger time ranges
(i.e., a full day or longer).
Avg Q Handle Time
The average amount of time per session the agent spent handling the session, including
both actively speaking with the customer and in after call work for sessions that came in
through a queue. Because this is based on the number of answered calls in the time period,
it will be more accurate for larger time ranges (i.e., a full day or longer).
© 2015 PROPRIETARY & CONFIDENTIAL 166 OF 172
USER GUIDE REV B
11.2.21 AGENT HISTORY LOOKUP
This reporting application allows supervisors to view a detailed agent presence state history,
enabling them to either validate an agent’s status at a given time or assist them with their job
function (Figure 148 and Figure 149). The report provides results in real time and it contains
historical data as long as the agent has been configured in the system and is not disabled.
Parameters include start date, end date, and agent.
Figure 148 Agent History Lookup Report
Figure 149 Agent History Lookup Report Sample
© 2015 PROPRIETARY & CONFIDENTIAL 167 OF 172
USER GUIDE REV B
11.2.22 QUICK IVR HEATMAP
This report allows administrators to view the most frequently traversed paths through IVR
call flows. This can help users gain insight into customer issues and identify potential
changes to the IVR that may allow customers to have a more positive experience, such as
queueing into the most trafficked queue directly from the first prompt instead of going
through multiple levels of routing questions.
The report generates a color-coded image of the call flow showing how many times
customers passed through a node (Figure 150).
Note: The Quick IVR Heatmap only displays one call flow revision at a time.
Parameters include start date, end date, call flow, and revision number.
Figure 150 Quick IVR Heatmap Report sample
© 2015 PROPRIETARY & CONFIDENTIAL 168 OF 172
USER GUIDE REV B
12.0 ROLES & PERMISSIONS
Note: 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 ADMINISTRATIVE FUNCTIONALITY RESOURCE
NO.
4.0 Dashboard Dashboard
4.1 Dashboard Templates Dashboard
4.2 Message Dashboard Dashboard
4.3 Silverlight Dashboard Dashboard
4.4 Hide Silverlight Queues Dashboard
5.0 Agent Console AgentConsole
5.6 Review Reason Codes ReasonCode
5.7 Message Console AgentConsole
6.0 Agent Management (various resources)
6.1 Agent Profiles AgentProfile
6.2 Agent Rescue AgentRescue
6.3 Reason Codes ReasonCode
6.5 Skill Templates Skill Template
6.4 Agent Bulk Edit AgentProfile
6.6 Agent Bulk Import AgentProfile
6.7 Authorizations MasterAuthorization
7.0 Handling (various resources)
© 2015 PROPRIETARY & CONFIDENTIAL 169 OF 172
USER GUIDE REV B
7.1 Queues QueueTreatment
7.2 IM Prompt Maintenance ImPrompt
7.3 Call Dispositions CallDisposition
7.4 Alerts Alert
7.5 Message Templates MessageTemplate
8.0 Routing (various resources)
8.1 Calendars Schedule
8.2 Voice Prompts VoicePrompt
8.3 Call Flows CallFlow
8.4 Call Flow Mappings CallFlowMappings
8.5 Extra Items ExtraItem
8.6 Message Routing Rules MessageRoutingRule
9.0 Maintenance (various resources)
9.1 System Status PortalSetting
9.2 System Configuration PortalSetting
9.3 Skills Skill
9.4 Teams Team
9.5 Business Units BusinessUnit
9.6 Groups Group
9.7 Roles Roles
9.8 API Management PortalSetting
9.9 Advanced Settings PortalSetting
10.0 Session Search SessionSearch
OwnRecordingsAndTranscripts
AllRecordingsAndTranscripts
© 2015 PROPRIETARY & CONFIDENTIAL 170 OF 172
USER GUIDE REV B
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.
© 2015 PROPRIETARY & CONFIDENTIAL 171 OF 172
USER GUIDE REV B
13.0 REVISION HISTORY
REV DATE COMMENTS
A 2/17/15 Initial release.
B 9/28/15 Added content for 4.0 release, updated formatting, structure, language, images,
and added TOC and revision history.
© 2015 PROPRIETARY & CONFIDENTIAL 172 OF 172
You might also like
- BW ASGroupWebInterfaceAdminGuidePart2 R230No ratings yetBW ASGroupWebInterfaceAdminGuidePart2 R230519 pages
- Competella UCS R2 - 5 Quality Monitor - Configuration and User Guide Rev 3No ratings yetCompetella UCS R2 - 5 Quality Monitor - Configuration and User Guide Rev 317 pages
- Wonderful Communication, Mobile Life.: Welcome To Use Telenor InternetNo ratings yetWonderful Communication, Mobile Life.: Welcome To Use Telenor Internet24 pages
- Wonderful Communication, Mobile Life.: Welcome To Use Wireless TerminalNo ratings yetWonderful Communication, Mobile Life.: Welcome To Use Wireless Terminal30 pages
- Alcatel Omnipcx Office: Alcatel Omnitouch Call Center Office Agent Application User ManualNo ratings yetAlcatel Omnipcx Office: Alcatel Omnitouch Call Center Office Agent Application User Manual30 pages
- Manual de Relatórios 3cx Partner Reports Guide - ENNo ratings yetManual de Relatórios 3cx Partner Reports Guide - EN9 pages
- Wonderful Communication, Mobile Life.: Welcome To Use Wireless TerminalNo ratings yetWonderful Communication, Mobile Life.: Welcome To Use Wireless Terminal23 pages
- Microtalk-End User Portal (Call Center) - Aug-07-2023-07-49-50-6182-AMNo ratings yetMicrotalk-End User Portal (Call Center) - Aug-07-2023-07-49-50-6182-AM19 pages
- Ruijie RG-WLAN Series Access Points Web-Based Configuration Guide, Release 11.1 (5) B40P2No ratings yetRuijie RG-WLAN Series Access Points Web-Based Configuration Guide, Release 11.1 (5) B40P271 pages
- ETHIO CCaaS - AVAYA CONTACT CENTRE SUPERVISOR AND RECORDING GUIDENo ratings yetETHIO CCaaS - AVAYA CONTACT CENTRE SUPERVISOR AND RECORDING GUIDE15 pages
- Call Center Agents Quick Reference Guide (v1.2)No ratings yetCall Center Agents Quick Reference Guide (v1.2)2 pages
- Wonderful Communication, Mobile Life.: Wireless Terminal User ManualNo ratings yetWonderful Communication, Mobile Life.: Wireless Terminal User Manual25 pages
- POLTYS CCSuite PBXMon Drill Down September 2008No ratings yetPOLTYS CCSuite PBXMon Drill Down September 20084 pages
- Wonderful Communication, Mobile Life.: Mobile Partner User ManualNo ratings yetWonderful Communication, Mobile Life.: Mobile Partner User Manual24 pages
- Onderful Communication, Mobile Life. W: Erminal Ser Manual HUAWEI Wireless T UNo ratings yetOnderful Communication, Mobile Life. W: Erminal Ser Manual HUAWEI Wireless T U12 pages
- Business-Call-Centre-Agent-User-Guide (Telstra) PDFNo ratings yetBusiness-Call-Centre-Agent-User-Guide (Telstra) PDF83 pages
- LeanIX - Poster - Best Practices To Define Business Capability Maps100% (1)LeanIX - Poster - Best Practices To Define Business Capability Maps1 page
- Sap Enterprise Support Scope DescriptionNo ratings yetSap Enterprise Support Scope Description13 pages
- Sla (Service Level Agreement) : Revision HistoryNo ratings yetSla (Service Level Agreement) : Revision History4 pages
- Senior Level Assignments Arvind K. Mahajan: IT-Infrastructure IT Operations Network AdministrationNo ratings yetSenior Level Assignments Arvind K. Mahajan: IT-Infrastructure IT Operations Network Administration4 pages
- Configuring Ip Slas HTTP Operations: Finding Feature InformationNo ratings yetConfiguring Ip Slas HTTP Operations: Finding Feature Information12 pages
- Operations Assessment: Microsoft Service OfferingNo ratings yetOperations Assessment: Microsoft Service Offering10 pages
- Software in 30 Days: How Agile Managers Beat the Odds, Delight Their Customers, and Leave Competitors in the DustFrom EverandSoftware in 30 Days: How Agile Managers Beat the Odds, Delight Their Customers, and Leave Competitors in the Dust4.5/5 (14)
- Implementing VMware Dynamic Environment Manager: Manage, Administer and Control VMware DEM, Dynamic Desktop, User Policies and Complete TroubleshootingFrom EverandImplementing VMware Dynamic Environment Manager: Manage, Administer and Control VMware DEM, Dynamic Desktop, User Policies and Complete TroubleshootingNo ratings yet
- CATIA V5-6R2015 Basics - Part I : Getting Started and Sketcher WorkbenchFrom EverandCATIA V5-6R2015 Basics - Part I : Getting Started and Sketcher Workbench4/5 (11)
- Microsoft Certified Azure Fundamentals Study Guide: Exam AZ-900From EverandMicrosoft Certified Azure Fundamentals Study Guide: Exam AZ-900No ratings yet
- IBM WebSphere Application Server Interview Questions You'll Most Likely Be AskedFrom EverandIBM WebSphere Application Server Interview Questions You'll Most Likely Be AskedNo ratings yet
