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 Skype for Business 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 Snapper or Inflight Wallboard, back-office information in the form of the Extension Window.
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 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 conference (Chat)
- Manage the conference (WebAgent)
- Invite trainee (Chat)
- Classify the dialogue (WebAgent)
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.
In the scenario you are expecting dialogues, but not receiving them, you can do some troubleshooting.