Getting started as Agent
Need 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 Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. client. If your are available on Skype, you are available for a dialogue.
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 Skype for Business client. This can be expanded with a realtime dashboard in the form of the Inflight Snapper or Inflight Wallboard, back-office information in the form of the Extension Window.
Sign into a UCC (Formal Agent)
Formal agentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. first need to sign in to the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.. This can be done by opening a chat window with the UCC or using the GUI of the Snapper.
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 opening a chat window with the UCC or using the GUI of the Snapper.
Managing the dialogue
During a dialogue you have access to use multiple features. Some features can be used either using a chat window with the UCC, the GUI of the Snapper or the Extension Window.Note that the feature needs to be active first.
- Manage the recording (Chat)
- Manage the recording (Extension Window)
- Manage the conference (Chat)
- Manage the conference (Extension Window)
- Invite trainee (Chat)
- Classify the dialogue (Extension Window)
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.
In the scenario you are expecting dialogues, but not receiving them, you can do some trouble shooting.