In Clarity Connect 4.1, the Agent Experience value determines how will an agent receive/ place a call.
There are several Agent Profile setting combinations that correspond to a certain Agent Experience value, which is essentially an identifier in the Clarity Connect Runtime database.
Please see below a matrix of possible Agent Experience identifiers, Agent Profile settings, and related call delivery types:
|Agent Experience identifier||Agent Profile settings||Call delivery type|
|1||False||False||Rings only within Dashboard/Console|
|2||True||False||Rings both SfB client and the Dashboard/Console|
|3||True||True||Rings only SfB client, Call controls in Dashboard/Console|
|4||False||True||Rings only SfB client|
|5||False||False||Rings only SfB client, Silverlight Agent Console|