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.