Getting started as Supervisor
As an supervisor you have access to a set of applications to help you in your daily operations. As a minimum you always have a Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. client. This can be expanded with a realtime dashboard in the form of the Inflight Snapper or Inflight Wallboard.
Managing the dialogue
During a dialogue you have access of listening into active conversations. This can be done by opening a chat window with the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. or using the GUI of the Snapper.
As a supervisor you have multiple options to influence your agents. You can remotely changes their presence in the Snapper, sign them out as formal agentA 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. or manage them from the settings site. On the SharePoint settings site you can add or remove agents and change their priority in the queue, using Skill scores.
- Remote presence updater (Snapper)
- Sign out formal agents (Chat)
- Add / Remove agents (SharePoint)
- Agent Skill scores (SharePoint)
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.