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Clarity Connect Admin - Agent Management

Agent Management

The Agent Management heading on the admin console menu bar contains the following:

  • Click Agent Profiles to add and configure Clarity Connect agents.
  • Use the Agent Rescue page to manually change an agent's status.
  • Reason Codes allows administrators to configure reason codes, which agents use to categorize their away time.
  • Skill Templates allows users to create templates that make assigning complex skill matrices to agents easier.
  • Use Agent Bulk Edit to simultaneously edit settings for multiple agents.
  • Agent Bulk Import allows administrators to import new agents into Clarity Connect from Active Directory.
  • Authorizations allows users to add roles to agents at the business unit, team, or group level.
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