Dialogue Cloud

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Getting started as an Agent

Important things to know

As an agent you are responsible for handling dialogues, these can be calls, chats, emails or more. Good to know is that Anywhere365 uses a hunting mechanism. In this mechanism we try to get the right agent at the right time. An important part is the presence of your Microsoft Teams client. If your are available on Teams, you are available for a dialogue.

Applications

As an agent you have access to a set of applications to help you in your daily operations. As a minimum you always have a Microsoft Teams client. This can be expanded with a realtime dashboard in the form of the Snapper or Inflight Wallboard, back-office information in the form of the WebAgent.

Sign into a UCC (Formal Agent)

 Tip: Formal Agents A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. = Agents that have a choice of being logged into the WebAgent, and/or any UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. they are a formal Agent of.
Informal Agents When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. = agents that are required to be logged into the WebAgent and any UCC they are an Agent of, and status is reported on.

Formal agents first need to sign in to the UCC. This can be done by using the Snapper or the WebAgent.

Getting a dialogue

As an active agent you will automatically receive dialogue. Additional you can take the calls directly from the queue. This can be done by using the Snapper or WebAgent.

Managing the dialogue

During a dialogue you have access to use multiple features. Some features can be used either using the Snapper or the WebAgent.Note that the feature needs to be active first.

Finishing a dialogue

After a successful conversation you get assigned wrap up time. In this time you will not receive any new dialogues from Anywhere365.

Outside a dialogue

When you are not available for dialogue you can set a reason code. This will inform you colleagues and supervisor what you are doing. This can be set using either a chat window with the UCC or the GUI of the Snapper.

When you are not available for dialogue you can set a reason code. This will inform you colleagues and supervisor what you are doing. This can be set using the Snapper or WebAgent.