Connie Prototype v2.0 Feature Matrix

Connect, Engage, Serve

See exactly how Connie helps CBO Nonprofits Deliver Impact at Scale.

🎯 Platform Capabilities Overview

Select your role below to see exactly how Connie helps you get your work done.

📊 CBO Admin

Organization Setup & Management

ID	When I need to...	So that I can...	Connie provides...	Status
CBA-1	Sign up for Connie	Start engaging customers	✅ Guided setup wizard ✅ Welcome email ✅ Getting started page	Available Now
CBA-2	Set up account for production	Begin migrating from legacy system	✅ Channel provisioning ✅ Feature activation ✅ Integration setup	Available Now
CBA-3	Provision local phone numbers	Direct customers to our platform	✅ Local number selection ✅ Number porting ✅ Testing tools	Available Now
CBA-4	Manage team access	Control security & permissions	✅ User provisioning ✅ Role management ✅ SSO integration	Available Now
CBA-5	Configure business hours	Manage availability	✅ Schedule manager ✅ Holiday settings ✅ After-hours routing	Available Now
CBA-6	Set up integrations	Connect existing tools	✅ CRM connectors ✅ Email providers ✅ API access	In Development
CBA-0	Get account support	Ensure business objectives	✅ Documentation ✅ Connie Care Team ✅ Training resources	Available Now

👥 CBO Manager

Team & Performance Management

ID	When I need to...	So that I can...	Connie provides...	Status
CPM-1	View real-time dashboard	Manage operations effectively	✅ Live activity view ✅ Queue metrics ✅ Agent status	Available Now
CPM-2	Assign skills to agents	Route tasks appropriately	✅ Skill management ✅ Group creation ✅ Dynamic routing	Available Now
CPM-3	Monitor agent performance	Improve service quality	✅ Individual metrics ✅ Team analytics ✅ Quality scores	Available Now
CPM-4	Support agents in real-time	Help them succeed	✅ Call barging ✅ Call coaching ✅ Chat monitoring	Available Now
CPM-5	Manage team capacity	Balance workload	✅ Capacity adjustment ✅ Channel limits ✅ Auto-distribution	Available Now
CPM-6	Generate reports	Show our impact	✅ Custom reports ✅ Data exports ✅ Scheduled delivery	In Development
CPM-7	Review quality	Ensure compliance	✅ Call recordings ✅ Chat transcripts ✅ Scoring tools	Available Now
CPM-0	Get team support	Keep team productive	✅ Manager resources ✅ Best practices ✅ Troubleshooting	Available Now

🎧 CBO Staff Agent

Client Service Delivery

ID	When I need to...	So that I can...	Connie provides...	Status
CSA-1	Log in from any browser	Start working	✅ Web-based desktop ✅ Single sign-on ✅ Auto-resume state	Available Now
CSA-2	Manage my availability	Control when I receive tasks	✅ Status management ✅ Break codes ✅ Auto-logout	Available Now
CSA-3	Get notified of new tasks	Respond quickly	✅ Desktop notifications ✅ Sound alerts ✅ Screen pop	Available Now
CSA-4	Handle voice calls	Help clients by phone	✅ Call controls ✅ Hold/mute ✅ Recording	Available Now
CSA-5	Manage SMS conversations	Text with clients	✅ Two-way messaging ✅ MMS support ✅ Templates	Available Now
CSA-6	Handle web chats	Provide instant help	✅ Live chat ✅ File sharing ✅ Typing indicators	Available Now
CSA-7	Access customer history	Provide context-aware service	✅ Interaction history ✅ Previous notes ✅ Contact details	Available Now
CSA-8	Handoff / Transfer Tasks	Get clients right help	✅ Warm transfer ✅ Queue transfer ✅ Context sharing	Available Now
CSA-9	Use canned responses	Reply quickly & consistently	✅ Template library ✅ Quick insert ✅ Personalization	Available Now
CSA-10	Document interactions	Track service delivery	✅ Disposition codes ✅ Call notes ✅ Tags	Available Now
CSA-11	Collaborate with team	Solve problems together	✅ Internal chat ✅ Conference calls ✅ Screen sharing	In Development
CSA-0	Get help quickly	Get back to helping clients	✅ In-app help ✅ Knowledge base ✅ Team chat	Available Now

📊 Channel Capabilities Matrix

Channel	CBO Admin	CBO Manager	CBO Agent	Status
📞 Voice	✅ Number provisioning ✅ IVR setup ✅ Voicemail config	✅ Monitor calls ✅ Barge/coach ✅ Queue management	✅ Make/receive calls ✅ Transfer/conference ✅ Call controls	Available Now
💬 SMS/MMS	✅ Enable texting ✅ Keyword setup ✅ Auto-responses	✅ Monitor conversations ✅ Message analytics ✅ Compliance tracking	✅ Send/receive texts ✅ Use templates ✅ Send images	Available Now
💻 Web Chat	✅ Widget installation ✅ Branding ✅ Bot setup	✅ Monitor chats ✅ Queue routing ✅ Transcript review	✅ Handle chats ✅ File sharing ✅ Co-browse	Available Now
📧 Email	✅ Email routing ✅ Template creation ✅ Auto-replies	✅ Queue management ✅ SLA tracking ✅ Response metrics	✅ Send/receive ✅ Use templates ✅ Attachments	In Development
📠 Fax	✅ Number setup ✅ PDF routing ✅ Email delivery	✅ Monitor volume ✅ Track delivery ✅ Compliance	✅ Send/receive ✅ PDF handling ✅ Cover pages	Available Now
📱 Mobile App	✅ App deployment ✅ MDM setup ✅ Security policies	✅ Remote monitoring ✅ Mobile analytics ✅ Push notifications	✅ Mobile agent desktop ✅ Offline mode ✅ Location services	Roadmap

🚀 Implementation Timeline

✅ Available Now

• Voice, SMS, Chat channels
• Core agent features
• Real-time monitoring
• Skill-based routing
• Basic reporting

🚧 In Development

• Advanced CRM integrations
• Email channel
• Custom reporting
• Team collaboration tools
• Q2 2025 release

📅 Roadmap

• Mobile agent app
• AI-powered insights
• Advanced automation
• Video support
• Q3-Q4 2025

💡 Why This Matters

🎯

Job-Focused Design

Every feature maps directly to a real job your team needs to accomplish.

👥

Role-Based Access

Each team member gets exactly the tools they need - no more, no less.

🚀

Rapid Deployment

Core features available immediately, with continuous platform evolution.

📞 Ready to Transform Your Communications?

See Connie in Action

Watch how real nonprofits use these features to serve their communities better.

Schedule Live Demo

Start Free Trial