A supervisor uses specific applications as part of normal operations. At a minimum, a supervisor will use Skype for Business client. This can be expanded with a realtime dashboard in the form of the Snapper or Inflight Wallboard.
Managing the dialogue
During a dialogue you have a possibility of listening, whispering, talking or taking over an active conversations. This can be done by opening a chat window with the 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. 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 agent 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. 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.
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.