On Premises

Agents

Agents are the contacts of 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. that are approached, through SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses or phone numbers, by Skype for Business, Microsoft Teams or any device / client that supports phone to speak to customers.
If Federation When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. is used contacts from other Skype for Business environments can be added.

Each Agent needs a unique SIP address or phone number. Agents are specified separately for each UCC, though it is possible to add a single Agent to multiple UCC's.

Contact center agent training video

Explanation per field

In order to manage Agents, the following field could be filled in:

Item

Description

Order

The field order represents the position of the Agent in the ordered list, which is used for the hunt methods "RoundRobin" and "Serial".

Formal

The field formal can be checked if an agent should be able to sign in and -out from the respective UCCs. This can vary for each UCC.

Agent

The field agent should contain the SIP address or phone number of the Agent.

Note

Make sure there are no spaces behind the SIP / TEL address

Custom Hours Enabled

The field Custom Hours Enabled can be checked to define time ranges for the Agent. Within these time ranges, the Agent will be available for the UCC.

Alternative Caller Id

In this field you can enter the SIP address or phone number the agent should display when doing an outbound call

Settings "EnableOutboundInterception" (or before DC2024.01, 'UseOutboundAudioRecording) and "UseOriginalIdentityWithOutbound" must be true.

Note

Make sure there are no spaces behind the SIP / TEL address

TeamsAssignedPhoneNumber

This field will contain the Teams users phone number.

Example: tel:+31123456789

Note

Used for Direct Routing.

Teams UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix).

This field will contain the Teams users UPN.

Example: user@domain.com

Note

Used for Direct Routing and Graph Presence Provider.

SubscriptionState

(Hidden from default view)

The UCC will write a message if the subscription has failed

Note

If the subscription is restored, the message will not be removed.

RegistrarPool

(Add column)

Change the registrar pool for the agent, possible values:

  • Empty (Use autodiscovery)
  • Poolfqdn (fepool.domain.com)
  • Poolfqdn:port (fepool.domain.com:5061)

Agent Type

Skype for Business Agent

With Skype for Business Agents you can integrate (federated) Skype for Business users into your UCC. With the Skype for Business client you can use the Snapper(Learn More).

PSTN Agents

PSTN Agents allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:agent@example.com) in the "Agent" column. With this you can integrate mobile phones or traditional systems into your callflow.

Learn about PSTN Agents

Agent Functionality

Agents in Anywhere365 have a set of multiple functionality they can use in the Lync Microsoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. and Skype for Business client.
Furthermore Anywhere365 has addition client software available to further expand Agent functionality.

AmIReady

The Agent can view if he/she is ready for a conversations by using the "AmIReady" command

Skill Overview

The Agent can view his/her Skills by completing the following steps:

Manage Discharge Duration

Note

You can also use the controls in the Snapper, see:Snapper for Skype for Business User GuideThe Anywhere365 Snapper is used to display real-time information about a UCC. This user guide provides instructions on how to use this tool effectively to supervise and improve UCC operations.DashboardThe dashboard gives you a quick insight of what is currently happening in the selected UCC, it also gives you quick controls the agent features like discharge, call on behalf, and reason codes.Below each component of the Dashboard from top left to bottom right. DCINote DCI needs to be configured, see: Configure Direct Call Interceptor (DCI) for SnapperDescriptionThe DCI (Direct Call Interceptor) offers the functionality of the Interceptor to customers who are federated or in a hosted solution. It lets Anywhere365 handle your outbound dialogue.Button BehaviorWhen the requirements are met the user can type or click in a number, then press enter or click on the call button. The UCC will now setup a call to the user and call the entered number after the agent has accepted the call.Call on BehalfNoteThe selected UCC will determine in which UCC the outbound dialogue will be done from. NoteThe UCC setting "UseOutboundAudioRecording" needs to be set to true to enable Call on Behalf menu.As of bundle DC2024.01 the settings EnableOutboundInterception needs to be set to true to enable Call on Behalf menu.The DCI will use the agents Call on Behalf endpoint for the outbound dialogue.UCC SwitchDescriptionWhen the user is an agent or supervisor in multiple UCC you can use this drop down to switch between UCC. By default the UCC are auto-discovered or can be added manual using the settings.BehaviorWhen opening the dropdown you will see a list of all the found UCC (auto-discovery) and added UCC using the settings. Next you will see your role, which can be:Nothing (added manually)AgentSupervisorSupervisor / AgentSome controls will only be active when you are a supervisor.Formal changeThe last icon show what your current state (Formal active / inactive) is, these can be:Green with lock icon = Informal agent, you cannot sign out of the UCC.Green = Formal agent, active. Click to sign out.Red = Formal agent, not active. Click to sign in.Empty = You are not an agent.Call StatisticsDescriptionThis item shows you the call statistics of the selected UCC for today. You can manipulate the values using the settings. More details can be seen by clicking on the item.BehaviorItemDescriptionSLA circle Percentage based on the formula in the settings, see: SLADefault: AcceptedSla1 / (Accepted + (Missed - QuickDropped))Accepted lineNumber of accepted conversations today.Missed lineNumber of missed conversations today (with a Skill) In conversationsTotal conversations connected to an agent.WaitingTotal conversations waiting in the queue.Queue Time Average or Longest queue time of the accepted conversations Can be altered in the settings, Statistics PluginImportant Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.Agent statisticsDescriptionThis items gives you a quick overview of the active agents in this UCC. More details can be seen by clicking on the item.BehaviorItemDescriptionTotal AgentsAll informal Agent + All logged in formal AgentsAvailable Contains Informal Agents with the status AvailableNot in discharge duration.With an Audio deviceLogged in formal Agents with the status AvailableNot in discharge duration.With an Audio deviceBusy ContainsInformal Agents with the status BusyWith an Audio deviceLogged in formal Agents with the status BusyNot in discharge duration.Away ContainsInformal Agents with the status AwayWith an Audio deviceLogged in formal Agents with the status AwayNot in discharge duration.Offline ContainsInformal Agents with the status OfflineLogged in formal Agents with the status OfflineAgents in discharge durationPersonal StatisticsDescriptionThis items show the users personal calls today. This information can be used to give you more insight in your own statistics compared to the UCC statistics. Note that this information is regarding unique hunts.NoteThe Personal Statistics will remain empty if the backend feature Advanced Statistics gets disabled, see: Advanced Statistics BehaviorItemDescriptionSLAHandle Rate today (Accepted / Offered)AcceptedAccepted calls todayMissedMissed calls todayCall on BehalfDescriptionAgents with the Snapper and Outbound Interception, can see their outbound LineURI. RequirementsUser is Agent in a Outbound UCC.Interceptor is configured.Setting "UseOriginalIdentityWithOutbound" is FALSE.BehaviorIn the Call on Behalf item you can see your current active endpoint. You can switch between active endpoint by opening the dropdown and select the desired endpoint. Wrap-up TimeDescriptionAgents with the Snapper can see and manage their Wrap-up time / Discharge Duration.RequirementsDischargeDuration (on UCC settings) must be 1 or higher.BehaviorExtend Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the "+" to extend with 10 seconds (default)You can change the Wrap-up interval in the settings.Stop Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the cancel button to stop Wrap-upAudio Recording ControlNoteIf Screen Recording is enabled, the Recording Controls also impact the Screen Recording. DescriptionAgents with the Snapper can control the audio recording with the Recording Controls.RequirementsUseAudioRecording (on UCC settings) must be trueAgentCanEditAudioRecording (on UCC settings) must be trueEnable Audio Recording Control (on Snapper settings) must be trueBehaviorPause recordingDuring a recordingOpen the Dashboard TabClick in the "ll" iconThe recording is now pausedResume recordingDuring a (paused) recordingOpen the Dashboard TabClick in the play iconThe recording is now resumedStop recordingDuring a recordingOpen the Dashboard TabClick in the stop iconThe recording is now stoppedA stopped recording cannot be resumed.Agent overviewIn the second button of the Snapper all Agents of the selected UCC will be shown.Per Agent the following will be displayed:PresencePictureDisplay name Reason Code For more information, see: Reason CodesReason CodesDescriptionThe reason codes let agent use custom states on top of the existing Skype for Business or Microsoft Teams presences. This information is useful to be used by your colleagues and supervisors. Giving them extra insight into your activities.Requirements1 or more Reason Codes need to be defined on the UCC settings page.BehaviorIn the Reason Code item you can see and manage your Reason Code by opening the dropdown and selecting the Reason Code.Remote Presence UpdaterIf the user is a supervisor you have to remotely change the presence or reason codes of the agents.RequirementsRemote presence updater installed on applications server, [%=Variables-A365.LearnMore%].Remote presence updater is checked on in the client UCC settings.BehaviorIf the Agent is not offline the user has the option to select a dropdown en change the presence.Calls overviewIn the next button of the Snapper Call Statistics and all the Calls will be shown, whom are connected to the selected UCC.Call StatisticsDescriptionIn the third button of the Snapper the statistics of the UCC is shown.BehaviorItemDescriptionSLA (Blue Circle)[< 20 sec]/ ([Accepted Today]+[Missed Today]) AcceptedNumber of accepted conversations today Can be altered in the settings, Statistics PluginMissedNumber of missed conversations today (with a Skill) Can be altered in the settings, Statistics PluginAnswer in 120 sNumber of accepted conversations today with a queue time shorter than 2 minutesAnswer in 20 sNumber of accepted conversations today with a queue time shorter than 20 secQuickdrop in 5 sNumber of missed conversations today with a queue time shorter than 5 secondsCan be altered in the settings, Statistics PluginAverage Wait TimeAverage queue time of the accepted conversations Can be altered in the settings, Statistics PluginLongest waitLongest Queue time of the accepted conversations todayAVG DeclineAverage queue time of the missed conversations Note Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinct between Missed and QuickDrop, Snapper combines them as Missed.Dialogue Intelligence distinct between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinct between Hunts and Forwards, Snapper combines them.Dialogue detailsIncoming / IVRShow Audio, Chat and Autonomous Dialer in IVR.WaitingShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in Queue.Actions (Agent and call only):Take = Take the call directly from the queue.ConnectedShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer connected.Actions (Supervisor only, [%=Variables-A365.LearnMore%]):Listen – Join conversation silently (neither Agent nor Customer can hear Supervisor speak)Whisper – Join conversation in whisper mode (Agent can hear Supervisor speak but Customer cannot)Speak- Join conversation in talk mode (Both Agent and Customer can also hear Supervisor speak)TakeOver- Take over conversation instead of agent (Agent gets muted but can still listen, Supervisor and Customer can both speak to each other)NoteIn TakeOver mode the Supervisor becomes primary owner of the conversation instead of the Agent. This means when Supervisor ends the call while in this mode the entire conversation will be terminated (i.e. call will also be ended for both agent and customer). When Supervisor reverts back or is still in another mode (Listen, Whisper or Speak) and ends the call, only Supervisor leaves the call and Agent and Customer remain connected.ImportantAs of Bundle DC2024.01 whenever a supervisor joins or leaves an ongoing call a discrete audio tone will be played to the Agent to alert them of the change in presence of a supervisor.QualityShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in QM.FiltersIn a busy contact center you want to specify which data your would like to see. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see.Call History viewShow you previous contact moments you had with the UCC.Incoming = Conversations you received from the UCC or inbound interceptedOutgoing = Conversations you did with the DCI or outbound interceptedMissed = Missed Conversations you received from the UCC or inbound interceptedAdvanced Statistics viewExplanationThe advanced statistics view gives you more insight into the statistics of the UCC. It allows you to compare your performance with the queue performance.BehaviorItemDescriptionPersonal / QueueShows if this row is relates to personal performance or queue performance.ModalityShows if this row is related to calls, chats, emails or other.SkillName of the Skill the row is related toActive timeQueue: The sum of the ActiveTime(s) of the Agents associated with a given SkillPersonal: The ActiveTime of a specific Agent within the Skill. ​ An Agent is considered active in a Queue if and only if: The Agent is Active (i.e., explicitly active if formal, or always active otherwise) The Agent is assigned the Skill related to the Queue And any of: The Agent is Available; The Agent is handling a Dialogue for the specific Queue; The Agent is in DischargeAcceptedQueue: The number of conversation accepted within the Skill. (The number of conversations accepted within SLA)Personal: The number of conversation accepted by the specific Agent within the Skill ​ (The number of conversations accepted within SLA)MissedQueue: The number of conversation missed within the Skill (The number of conversations missed within quickdrop time)Personal: The number of hunts missed by the specific Agent within the Skill ​ (The number of hunts missed by the specific Agent within quickdrop time)AHTQueue: Initial Talk time + Discharge duration within the Skill.Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill.SLAQueue: The number of accepted conversation within 20 seconds divided by accepted and missed conversations within the SkillPersonal: The number of accepted hunts within 20 seconds divided by accepted and missed hunts by the specific Agent within the SkillSettings viewIn the next button of the Snapper the options are shown.GeneralAutomatic answerSetting Value Default Description Automatic answer all incoming calls on/off off Activate automatic answer when available Automatic answer all incoming UCC calls on/off off Activate automatic UCC answer when available Automatic call answer time intervalInteger 0Number of seconds delay before automatic answerNotificationsSetting Value Default Description Enable Desktop notificationson/off off Toggle to show an notification when a new conversation enters the queueWrapUpSetting Value Default Description Wrap-up time increase interval Integer 10 Change the increase value of the wrap-up Change Presence To Busy In WrapUp on/off off Change presence of Agent to Busy during wrap-up PreferencesSetting Value Default Description Display modeClassic / ModernModernSwitch between display modeClient typeSkype for Business / TeamsSkype for BusinessSwitch between clientsSkip confirm click to dialon/off offSkip the confirm call notification when using click-to-dialSnapper always visibleon/off on Toggle the Snapper to stay visible when Skype for Business is not focused.Language Dropdown with available languages User windows language Change the language of the client DashboardStatisticsSetting Value Default Description WaitTime Average / Longest Average Toggle the value of the wait time between average or longest. Filter Dialogue Checkbox (Inbound, Outbound, Direct ) All Filter the Statistics and Dialogue Details Dashboard AgentsSettings Value Default Description Skill score value filter integer 0 Show agent with skill scores above.Own skill filteron/offoffActivate to only see agents with the same skill as the user in the agent overview.Show UCC presenceon/offoffToggle between client presence and UCC presence.Show last presence change timerDropdown (Hidden, Hours: Minutes, Hours: Minutes: Seconds)HiddenToggle showing the agents last presence change.Note Show agent last presence change time is for supervisor only.UCCConfigSetting Value Default Description Visible UCC Name Text Value during install The name of the UCC Example: UCC_Support BasicUCC Host Text Value during install FQDN of the Anywher365 Server Example: Basic Secure on/off off Toggle between http and https Basic Autodiscoveron/off off Use this host to autodiscover more UCCBasic Remote presence updateon/off off Use this host to connect to the Remote presence update webserviceBasic Update agent presence in UCCon/off off When this setting is selected the Snapper will send agent presence to the UCC.Basic Dashboard hub url [Secure][UCC Host]/DashboardService URL of the Dashboard Hub Advanced Attendant hub url [Secure][UCC Host]/AttendantService URL of the Attendant Hub Advanced Remote presence hub url [Secure][UCC Host]/remotepresence URL of the Remote Presence Updater Hub Advanced CallProperty serviceurl [Secure][UCC Host]/CallPropertyServiceURL of the CallPropertyService (for screenrecording location)Advanced DCI skillTextDCISkillThe skill used for the Direct Client InterceptorAdvanced RecordingAudio RecordingSetting Value Default Description Visible Enable Audio Controlson/off off Activate audio recording controls for calls Screen RecordingNote When uploading to SharePoint, make sure the provided UserAccount or AppId has Edit permissions in the correct document libraries. Note FFMpeg needs to be installed for screen recording, see Encode Screen Recording for SnapperSetting Value Default Description Visible Automatic screen recording incoming callson/off off Activate screen recording for incoming calls Automatic screen recording outboundcallson/off off Activate screen recording for outbound calls Automatic save screen recording to Local / SharePoint Local Select location to store screen recording .mp4 filesScreen selectionDropdown PrimarySelect the screen you would like to recordLocal save pathTextc:\snapper_screencapturesSelect the path to store local screen recordings (required for local caching during recording)Only when Local is selected SharePoint Location Onpremise / Online Onpremise Select if SharePoint Server (OnPremise) or SharePoint on Microsoft 365 (Online)Only when SharePoint is selected SharePoint URL TextEmpty URL of the SharePoint UCC Site. (Recording files will be written to one of two libraries "InboundScreenRecordings" or "OutboundScreenRecordings")Only when SharePoint is selected SharePoint Username Text Empty Domain/Username or UPN (like email address) to connect to SharePoint Only when SharePoint Onpremise is selected SharePoint Password Hidden Text (****) Empty Password of the Username Only when SharePoint Onpremise is selected SharePoint App IdText Empty App Id of an Online App capable of creating and writing to the SharePoint library.Only when SharePoint Online is selected SharePoint App Secret Hidden Text (****) Empty Client Secret of an Online App capable of writing to the SharePoint site (CRUD Libraries and files).Only when SharePoint Online is selected Save SharePoint upload URL to UCC databaseon/off offAdd the screen recording URL to the CDR database. This will show them in the reports. NoteCall Property Service must be configured, see Install Call Property ServiceOnly when SharePoint is selected Enable Prefix Filter on/off off Turn on the filter on prefix (only record a UCC with specific prefix) Prefix Text Empty Part of the uri to filter on. Example: ucc_ Only when prefix filter is on Plugins This tab will show the settings per plugin.

The Agent can influence his/her discharge duration by completing the following steps:

Subscribe to UCC (Formal Agent)

Note

You can also use the controls in the Snapper, see: Snapper for Skype for Business User GuideThe Anywhere365 Snapper is used to display real-time information about a UCC. This user guide provides instructions on how to use this tool effectively to supervise and improve UCC operations.DashboardThe dashboard gives you a quick insight of what is currently happening in the selected UCC, it also gives you quick controls the agent features like discharge, call on behalf, and reason codes.Below each component of the Dashboard from top left to bottom right. DCINote DCI needs to be configured, see: Configure Direct Call Interceptor (DCI) for SnapperDescriptionThe DCI (Direct Call Interceptor) offers the functionality of the Interceptor to customers who are federated or in a hosted solution. It lets Anywhere365 handle your outbound dialogue.Button BehaviorWhen the requirements are met the user can type or click in a number, then press enter or click on the call button. The UCC will now setup a call to the user and call the entered number after the agent has accepted the call.Call on BehalfNoteThe selected UCC will determine in which UCC the outbound dialogue will be done from. NoteThe UCC setting "UseOutboundAudioRecording" needs to be set to true to enable Call on Behalf menu.As of bundle DC2024.01 the settings EnableOutboundInterception needs to be set to true to enable Call on Behalf menu.The DCI will use the agents Call on Behalf endpoint for the outbound dialogue.UCC SwitchDescriptionWhen the user is an agent or supervisor in multiple UCC you can use this drop down to switch between UCC. By default the UCC are auto-discovered or can be added manual using the settings.BehaviorWhen opening the dropdown you will see a list of all the found UCC (auto-discovery) and added UCC using the settings. Next you will see your role, which can be:Nothing (added manually)AgentSupervisorSupervisor / AgentSome controls will only be active when you are a supervisor.Formal changeThe last icon show what your current state (Formal active / inactive) is, these can be:Green with lock icon = Informal agent, you cannot sign out of the UCC.Green = Formal agent, active. Click to sign out.Red = Formal agent, not active. Click to sign in.Empty = You are not an agent.Call StatisticsDescriptionThis item shows you the call statistics of the selected UCC for today. You can manipulate the values using the settings. More details can be seen by clicking on the item.BehaviorItemDescriptionSLA circle Percentage based on the formula in the settings, see: SLADefault: AcceptedSla1 / (Accepted + (Missed - QuickDropped))Accepted lineNumber of accepted conversations today.Missed lineNumber of missed conversations today (with a Skill) In conversationsTotal conversations connected to an agent.WaitingTotal conversations waiting in the queue.Queue Time Average or Longest queue time of the accepted conversations Can be altered in the settings, Statistics PluginImportant Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.Agent statisticsDescriptionThis items gives you a quick overview of the active agents in this UCC. More details can be seen by clicking on the item.BehaviorItemDescriptionTotal AgentsAll informal Agent + All logged in formal AgentsAvailable Contains Informal Agents with the status AvailableNot in discharge duration.With an Audio deviceLogged in formal Agents with the status AvailableNot in discharge duration.With an Audio deviceBusy ContainsInformal Agents with the status BusyWith an Audio deviceLogged in formal Agents with the status BusyNot in discharge duration.Away ContainsInformal Agents with the status AwayWith an Audio deviceLogged in formal Agents with the status AwayNot in discharge duration.Offline ContainsInformal Agents with the status OfflineLogged in formal Agents with the status OfflineAgents in discharge durationPersonal StatisticsDescriptionThis items show the users personal calls today. This information can be used to give you more insight in your own statistics compared to the UCC statistics. Note that this information is regarding unique hunts.NoteThe Personal Statistics will remain empty if the backend feature Advanced Statistics gets disabled, see: Advanced Statistics BehaviorItemDescriptionSLAHandle Rate today (Accepted / Offered)AcceptedAccepted calls todayMissedMissed calls todayCall on BehalfDescriptionAgents with the Snapper and Outbound Interception, can see their outbound LineURI. RequirementsUser is Agent in a Outbound UCC.Interceptor is configured.Setting "UseOriginalIdentityWithOutbound" is FALSE.BehaviorIn the Call on Behalf item you can see your current active endpoint. You can switch between active endpoint by opening the dropdown and select the desired endpoint. Wrap-up TimeDescriptionAgents with the Snapper can see and manage their Wrap-up time / Discharge Duration.RequirementsDischargeDuration (on UCC settings) must be 1 or higher.BehaviorExtend Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the "+" to extend with 10 seconds (default)You can change the Wrap-up interval in the settings.Stop Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the cancel button to stop Wrap-upAudio Recording ControlNoteIf Screen Recording is enabled, the Recording Controls also impact the Screen Recording. DescriptionAgents with the Snapper can control the audio recording with the Recording Controls.RequirementsUseAudioRecording (on UCC settings) must be trueAgentCanEditAudioRecording (on UCC settings) must be trueEnable Audio Recording Control (on Snapper settings) must be trueBehaviorPause recordingDuring a recordingOpen the Dashboard TabClick in the "ll" iconThe recording is now pausedResume recordingDuring a (paused) recordingOpen the Dashboard TabClick in the play iconThe recording is now resumedStop recordingDuring a recordingOpen the Dashboard TabClick in the stop iconThe recording is now stoppedA stopped recording cannot be resumed.Agent overviewIn the second button of the Snapper all Agents of the selected UCC will be shown.Per Agent the following will be displayed:PresencePictureDisplay name Reason Code For more information, see: Reason CodesReason CodesDescriptionThe reason codes let agent use custom states on top of the existing Skype for Business or Microsoft Teams presences. This information is useful to be used by your colleagues and supervisors. Giving them extra insight into your activities.Requirements1 or more Reason Codes need to be defined on the UCC settings page.BehaviorIn the Reason Code item you can see and manage your Reason Code by opening the dropdown and selecting the Reason Code.Remote Presence UpdaterIf the user is a supervisor you have to remotely change the presence or reason codes of the agents.RequirementsRemote presence updater installed on applications server, [%=Variables-A365.LearnMore%].Remote presence updater is checked on in the client UCC settings.BehaviorIf the Agent is not offline the user has the option to select a dropdown en change the presence.Calls overviewIn the next button of the Snapper Call Statistics and all the Calls will be shown, whom are connected to the selected UCC.Call StatisticsDescriptionIn the third button of the Snapper the statistics of the UCC is shown.BehaviorItemDescriptionSLA (Blue Circle)[< 20 sec]/ ([Accepted Today]+[Missed Today]) AcceptedNumber of accepted conversations today Can be altered in the settings, Statistics PluginMissedNumber of missed conversations today (with a Skill) Can be altered in the settings, Statistics PluginAnswer in 120 sNumber of accepted conversations today with a queue time shorter than 2 minutesAnswer in 20 sNumber of accepted conversations today with a queue time shorter than 20 secQuickdrop in 5 sNumber of missed conversations today with a queue time shorter than 5 secondsCan be altered in the settings, Statistics PluginAverage Wait TimeAverage queue time of the accepted conversations Can be altered in the settings, Statistics PluginLongest waitLongest Queue time of the accepted conversations todayAVG DeclineAverage queue time of the missed conversations Note Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinct between Missed and QuickDrop, Snapper combines them as Missed.Dialogue Intelligence distinct between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinct between Hunts and Forwards, Snapper combines them.Dialogue detailsIncoming / IVRShow Audio, Chat and Autonomous Dialer in IVR.WaitingShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in Queue.Actions (Agent and call only):Take = Take the call directly from the queue.ConnectedShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer connected.Actions (Supervisor only, [%=Variables-A365.LearnMore%]):Listen – Join conversation silently (neither Agent nor Customer can hear Supervisor speak)Whisper – Join conversation in whisper mode (Agent can hear Supervisor speak but Customer cannot)Speak- Join conversation in talk mode (Both Agent and Customer can also hear Supervisor speak)TakeOver- Take over conversation instead of agent (Agent gets muted but can still listen, Supervisor and Customer can both speak to each other)NoteIn TakeOver mode the Supervisor becomes primary owner of the conversation instead of the Agent. This means when Supervisor ends the call while in this mode the entire conversation will be terminated (i.e. call will also be ended for both agent and customer). When Supervisor reverts back or is still in another mode (Listen, Whisper or Speak) and ends the call, only Supervisor leaves the call and Agent and Customer remain connected.ImportantAs of Bundle DC2024.01 whenever a supervisor joins or leaves an ongoing call a discrete audio tone will be played to the Agent to alert them of the change in presence of a supervisor.QualityShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in QM.FiltersIn a busy contact center you want to specify which data your would like to see. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see.Call History viewShow you previous contact moments you had with the UCC.Incoming = Conversations you received from the UCC or inbound interceptedOutgoing = Conversations you did with the DCI or outbound interceptedMissed = Missed Conversations you received from the UCC or inbound interceptedAdvanced Statistics viewExplanationThe advanced statistics view gives you more insight into the statistics of the UCC. It allows you to compare your performance with the queue performance.BehaviorItemDescriptionPersonal / QueueShows if this row is relates to personal performance or queue performance.ModalityShows if this row is related to calls, chats, emails or other.SkillName of the Skill the row is related toActive timeQueue: The sum of the ActiveTime(s) of the Agents associated with a given SkillPersonal: The ActiveTime of a specific Agent within the Skill. ​ An Agent is considered active in a Queue if and only if: The Agent is Active (i.e., explicitly active if formal, or always active otherwise) The Agent is assigned the Skill related to the Queue And any of: The Agent is Available; The Agent is handling a Dialogue for the specific Queue; The Agent is in DischargeAcceptedQueue: The number of conversation accepted within the Skill. (The number of conversations accepted within SLA)Personal: The number of conversation accepted by the specific Agent within the Skill ​ (The number of conversations accepted within SLA)MissedQueue: The number of conversation missed within the Skill (The number of conversations missed within quickdrop time)Personal: The number of hunts missed by the specific Agent within the Skill ​ (The number of hunts missed by the specific Agent within quickdrop time)AHTQueue: Initial Talk time + Discharge duration within the Skill.Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill.SLAQueue: The number of accepted conversation within 20 seconds divided by accepted and missed conversations within the SkillPersonal: The number of accepted hunts within 20 seconds divided by accepted and missed hunts by the specific Agent within the SkillSettings viewIn the next button of the Snapper the options are shown.GeneralAutomatic answerSetting Value Default Description Automatic answer all incoming calls on/off off Activate automatic answer when available Automatic answer all incoming UCC calls on/off off Activate automatic UCC answer when available Automatic call answer time intervalInteger 0Number of seconds delay before automatic answerNotificationsSetting Value Default Description Enable Desktop notificationson/off off Toggle to show an notification when a new conversation enters the queueWrapUpSetting Value Default Description Wrap-up time increase interval Integer 10 Change the increase value of the wrap-up Change Presence To Busy In WrapUp on/off off Change presence of Agent to Busy during wrap-up PreferencesSetting Value Default Description Display modeClassic / ModernModernSwitch between display modeClient typeSkype for Business / TeamsSkype for BusinessSwitch between clientsSkip confirm click to dialon/off offSkip the confirm call notification when using click-to-dialSnapper always visibleon/off on Toggle the Snapper to stay visible when Skype for Business is not focused.Language Dropdown with available languages User windows language Change the language of the client DashboardStatisticsSetting Value Default Description WaitTime Average / Longest Average Toggle the value of the wait time between average or longest. Filter Dialogue Checkbox (Inbound, Outbound, Direct ) All Filter the Statistics and Dialogue Details Dashboard AgentsSettings Value Default Description Skill score value filter integer 0 Show agent with skill scores above.Own skill filteron/offoffActivate to only see agents with the same skill as the user in the agent overview.Show UCC presenceon/offoffToggle between client presence and UCC presence.Show last presence change timerDropdown (Hidden, Hours: Minutes, Hours: Minutes: Seconds)HiddenToggle showing the agents last presence change.Note Show agent last presence change time is for supervisor only.UCCConfigSetting Value Default Description Visible UCC Name Text Value during install The name of the UCC Example: UCC_Support BasicUCC Host Text Value during install FQDN of the Anywher365 Server Example: Basic Secure on/off off Toggle between http and https Basic Autodiscoveron/off off Use this host to autodiscover more UCCBasic Remote presence updateon/off off Use this host to connect to the Remote presence update webserviceBasic Update agent presence in UCCon/off off When this setting is selected the Snapper will send agent presence to the UCC.Basic Dashboard hub url [Secure][UCC Host]/DashboardService URL of the Dashboard Hub Advanced Attendant hub url [Secure][UCC Host]/AttendantService URL of the Attendant Hub Advanced Remote presence hub url [Secure][UCC Host]/remotepresence URL of the Remote Presence Updater Hub Advanced CallProperty serviceurl [Secure][UCC Host]/CallPropertyServiceURL of the CallPropertyService (for screenrecording location)Advanced DCI skillTextDCISkillThe skill used for the Direct Client InterceptorAdvanced RecordingAudio RecordingSetting Value Default Description Visible Enable Audio Controlson/off off Activate audio recording controls for calls Screen RecordingNote When uploading to SharePoint, make sure the provided UserAccount or AppId has Edit permissions in the correct document libraries. Note FFMpeg needs to be installed for screen recording, see Encode Screen Recording for SnapperSetting Value Default Description Visible Automatic screen recording incoming callson/off off Activate screen recording for incoming calls Automatic screen recording outboundcallson/off off Activate screen recording for outbound calls Automatic save screen recording to Local / SharePoint Local Select location to store screen recording .mp4 filesScreen selectionDropdown PrimarySelect the screen you would like to recordLocal save pathTextc:\snapper_screencapturesSelect the path to store local screen recordings (required for local caching during recording)Only when Local is selected SharePoint Location Onpremise / Online Onpremise Select if SharePoint Server (OnPremise) or SharePoint on Microsoft 365 (Online)Only when SharePoint is selected SharePoint URL TextEmpty URL of the SharePoint UCC Site. (Recording files will be written to one of two libraries "InboundScreenRecordings" or "OutboundScreenRecordings")Only when SharePoint is selected SharePoint Username Text Empty Domain/Username or UPN (like email address) to connect to SharePoint Only when SharePoint Onpremise is selected SharePoint Password Hidden Text (****) Empty Password of the Username Only when SharePoint Onpremise is selected SharePoint App IdText Empty App Id of an Online App capable of creating and writing to the SharePoint library.Only when SharePoint Online is selected SharePoint App Secret Hidden Text (****) Empty Client Secret of an Online App capable of writing to the SharePoint site (CRUD Libraries and files).Only when SharePoint Online is selected Save SharePoint upload URL to UCC databaseon/off offAdd the screen recording URL to the CDR database. This will show them in the reports. NoteCall Property Service must be configured, see Install Call Property ServiceOnly when SharePoint is selected Enable Prefix Filter on/off off Turn on the filter on prefix (only record a UCC with specific prefix) Prefix Text Empty Part of the uri to filter on. Example: ucc_ Only when prefix filter is on Plugins This tab will show the settings per plugin.

Unlike an Informal Agent 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., the 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. must sign in for a UCC. Below there is a brief explanation of the necessary steps.

Manage Queue (Formal Agent)

Note

You can also use the controls in the Snapper, see: Snapper for Skype for Business User GuideThe Anywhere365 Snapper is used to display real-time information about a UCC. This user guide provides instructions on how to use this tool effectively to supervise and improve UCC operations.DashboardThe dashboard gives you a quick insight of what is currently happening in the selected UCC, it also gives you quick controls the agent features like discharge, call on behalf, and reason codes.Below each component of the Dashboard from top left to bottom right. DCINote DCI needs to be configured, see: Configure Direct Call Interceptor (DCI) for SnapperDescriptionThe DCI (Direct Call Interceptor) offers the functionality of the Interceptor to customers who are federated or in a hosted solution. It lets Anywhere365 handle your outbound dialogue.Button BehaviorWhen the requirements are met the user can type or click in a number, then press enter or click on the call button. The UCC will now setup a call to the user and call the entered number after the agent has accepted the call.Call on BehalfNoteThe selected UCC will determine in which UCC the outbound dialogue will be done from. NoteThe UCC setting "UseOutboundAudioRecording" needs to be set to true to enable Call on Behalf menu.As of bundle DC2024.01 the settings EnableOutboundInterception needs to be set to true to enable Call on Behalf menu.The DCI will use the agents Call on Behalf endpoint for the outbound dialogue.UCC SwitchDescriptionWhen the user is an agent or supervisor in multiple UCC you can use this drop down to switch between UCC. By default the UCC are auto-discovered or can be added manual using the settings.BehaviorWhen opening the dropdown you will see a list of all the found UCC (auto-discovery) and added UCC using the settings. Next you will see your role, which can be:Nothing (added manually)AgentSupervisorSupervisor / AgentSome controls will only be active when you are a supervisor.Formal changeThe last icon show what your current state (Formal active / inactive) is, these can be:Green with lock icon = Informal agent, you cannot sign out of the UCC.Green = Formal agent, active. Click to sign out.Red = Formal agent, not active. Click to sign in.Empty = You are not an agent.Call StatisticsDescriptionThis item shows you the call statistics of the selected UCC for today. You can manipulate the values using the settings. More details can be seen by clicking on the item.BehaviorItemDescriptionSLA circle Percentage based on the formula in the settings, see: SLADefault: AcceptedSla1 / (Accepted + (Missed - QuickDropped))Accepted lineNumber of accepted conversations today.Missed lineNumber of missed conversations today (with a Skill) In conversationsTotal conversations connected to an agent.WaitingTotal conversations waiting in the queue.Queue Time Average or Longest queue time of the accepted conversations Can be altered in the settings, Statistics PluginImportant Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.Agent statisticsDescriptionThis items gives you a quick overview of the active agents in this UCC. More details can be seen by clicking on the item.BehaviorItemDescriptionTotal AgentsAll informal Agent + All logged in formal AgentsAvailable Contains Informal Agents with the status AvailableNot in discharge duration.With an Audio deviceLogged in formal Agents with the status AvailableNot in discharge duration.With an Audio deviceBusy ContainsInformal Agents with the status BusyWith an Audio deviceLogged in formal Agents with the status BusyNot in discharge duration.Away ContainsInformal Agents with the status AwayWith an Audio deviceLogged in formal Agents with the status AwayNot in discharge duration.Offline ContainsInformal Agents with the status OfflineLogged in formal Agents with the status OfflineAgents in discharge durationPersonal StatisticsDescriptionThis items show the users personal calls today. This information can be used to give you more insight in your own statistics compared to the UCC statistics. Note that this information is regarding unique hunts.NoteThe Personal Statistics will remain empty if the backend feature Advanced Statistics gets disabled, see: Advanced Statistics BehaviorItemDescriptionSLAHandle Rate today (Accepted / Offered)AcceptedAccepted calls todayMissedMissed calls todayCall on BehalfDescriptionAgents with the Snapper and Outbound Interception, can see their outbound LineURI. RequirementsUser is Agent in a Outbound UCC.Interceptor is configured.Setting "UseOriginalIdentityWithOutbound" is FALSE.BehaviorIn the Call on Behalf item you can see your current active endpoint. You can switch between active endpoint by opening the dropdown and select the desired endpoint. Wrap-up TimeDescriptionAgents with the Snapper can see and manage their Wrap-up time / Discharge Duration.RequirementsDischargeDuration (on UCC settings) must be 1 or higher.BehaviorExtend Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the "+" to extend with 10 seconds (default)You can change the Wrap-up interval in the settings.Stop Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the cancel button to stop Wrap-upAudio Recording ControlNoteIf Screen Recording is enabled, the Recording Controls also impact the Screen Recording. DescriptionAgents with the Snapper can control the audio recording with the Recording Controls.RequirementsUseAudioRecording (on UCC settings) must be trueAgentCanEditAudioRecording (on UCC settings) must be trueEnable Audio Recording Control (on Snapper settings) must be trueBehaviorPause recordingDuring a recordingOpen the Dashboard TabClick in the "ll" iconThe recording is now pausedResume recordingDuring a (paused) recordingOpen the Dashboard TabClick in the play iconThe recording is now resumedStop recordingDuring a recordingOpen the Dashboard TabClick in the stop iconThe recording is now stoppedA stopped recording cannot be resumed.Agent overviewIn the second button of the Snapper all Agents of the selected UCC will be shown.Per Agent the following will be displayed:PresencePictureDisplay name Reason Code For more information, see: Reason CodesReason CodesDescriptionThe reason codes let agent use custom states on top of the existing Skype for Business or Microsoft Teams presences. This information is useful to be used by your colleagues and supervisors. Giving them extra insight into your activities.Requirements1 or more Reason Codes need to be defined on the UCC settings page.BehaviorIn the Reason Code item you can see and manage your Reason Code by opening the dropdown and selecting the Reason Code.Remote Presence UpdaterIf the user is a supervisor you have to remotely change the presence or reason codes of the agents.RequirementsRemote presence updater installed on applications server, [%=Variables-A365.LearnMore%].Remote presence updater is checked on in the client UCC settings.BehaviorIf the Agent is not offline the user has the option to select a dropdown en change the presence.Calls overviewIn the next button of the Snapper Call Statistics and all the Calls will be shown, whom are connected to the selected UCC.Call StatisticsDescriptionIn the third button of the Snapper the statistics of the UCC is shown.BehaviorItemDescriptionSLA (Blue Circle)[< 20 sec]/ ([Accepted Today]+[Missed Today]) AcceptedNumber of accepted conversations today Can be altered in the settings, Statistics PluginMissedNumber of missed conversations today (with a Skill) Can be altered in the settings, Statistics PluginAnswer in 120 sNumber of accepted conversations today with a queue time shorter than 2 minutesAnswer in 20 sNumber of accepted conversations today with a queue time shorter than 20 secQuickdrop in 5 sNumber of missed conversations today with a queue time shorter than 5 secondsCan be altered in the settings, Statistics PluginAverage Wait TimeAverage queue time of the accepted conversations Can be altered in the settings, Statistics PluginLongest waitLongest Queue time of the accepted conversations todayAVG DeclineAverage queue time of the missed conversations Note Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinct between Missed and QuickDrop, Snapper combines them as Missed.Dialogue Intelligence distinct between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinct between Hunts and Forwards, Snapper combines them.Dialogue detailsIncoming / IVRShow Audio, Chat and Autonomous Dialer in IVR.WaitingShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in Queue.Actions (Agent and call only):Take = Take the call directly from the queue.ConnectedShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer connected.Actions (Supervisor only, [%=Variables-A365.LearnMore%]):Listen – Join conversation silently (neither Agent nor Customer can hear Supervisor speak)Whisper – Join conversation in whisper mode (Agent can hear Supervisor speak but Customer cannot)Speak- Join conversation in talk mode (Both Agent and Customer can also hear Supervisor speak)TakeOver- Take over conversation instead of agent (Agent gets muted but can still listen, Supervisor and Customer can both speak to each other)NoteIn TakeOver mode the Supervisor becomes primary owner of the conversation instead of the Agent. This means when Supervisor ends the call while in this mode the entire conversation will be terminated (i.e. call will also be ended for both agent and customer). When Supervisor reverts back or is still in another mode (Listen, Whisper or Speak) and ends the call, only Supervisor leaves the call and Agent and Customer remain connected.ImportantAs of Bundle DC2024.01 whenever a supervisor joins or leaves an ongoing call a discrete audio tone will be played to the Agent to alert them of the change in presence of a supervisor.QualityShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in QM.FiltersIn a busy contact center you want to specify which data your would like to see. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see.Call History viewShow you previous contact moments you had with the UCC.Incoming = Conversations you received from the UCC or inbound interceptedOutgoing = Conversations you did with the DCI or outbound interceptedMissed = Missed Conversations you received from the UCC or inbound interceptedAdvanced Statistics viewExplanationThe advanced statistics view gives you more insight into the statistics of the UCC. It allows you to compare your performance with the queue performance.BehaviorItemDescriptionPersonal / QueueShows if this row is relates to personal performance or queue performance.ModalityShows if this row is related to calls, chats, emails or other.SkillName of the Skill the row is related toActive timeQueue: The sum of the ActiveTime(s) of the Agents associated with a given SkillPersonal: The ActiveTime of a specific Agent within the Skill. ​ An Agent is considered active in a Queue if and only if: The Agent is Active (i.e., explicitly active if formal, or always active otherwise) The Agent is assigned the Skill related to the Queue And any of: The Agent is Available; The Agent is handling a Dialogue for the specific Queue; The Agent is in DischargeAcceptedQueue: The number of conversation accepted within the Skill. (The number of conversations accepted within SLA)Personal: The number of conversation accepted by the specific Agent within the Skill ​ (The number of conversations accepted within SLA)MissedQueue: The number of conversation missed within the Skill (The number of conversations missed within quickdrop time)Personal: The number of hunts missed by the specific Agent within the Skill ​ (The number of hunts missed by the specific Agent within quickdrop time)AHTQueue: Initial Talk time + Discharge duration within the Skill.Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill.SLAQueue: The number of accepted conversation within 20 seconds divided by accepted and missed conversations within the SkillPersonal: The number of accepted hunts within 20 seconds divided by accepted and missed hunts by the specific Agent within the SkillSettings viewIn the next button of the Snapper the options are shown.GeneralAutomatic answerSetting Value Default Description Automatic answer all incoming calls on/off off Activate automatic answer when available Automatic answer all incoming UCC calls on/off off Activate automatic UCC answer when available Automatic call answer time intervalInteger 0Number of seconds delay before automatic answerNotificationsSetting Value Default Description Enable Desktop notificationson/off off Toggle to show an notification when a new conversation enters the queueWrapUpSetting Value Default Description Wrap-up time increase interval Integer 10 Change the increase value of the wrap-up Change Presence To Busy In WrapUp on/off off Change presence of Agent to Busy during wrap-up PreferencesSetting Value Default Description Display modeClassic / ModernModernSwitch between display modeClient typeSkype for Business / TeamsSkype for BusinessSwitch between clientsSkip confirm click to dialon/off offSkip the confirm call notification when using click-to-dialSnapper always visibleon/off on Toggle the Snapper to stay visible when Skype for Business is not focused.Language Dropdown with available languages User windows language Change the language of the client DashboardStatisticsSetting Value Default Description WaitTime Average / Longest Average Toggle the value of the wait time between average or longest. Filter Dialogue Checkbox (Inbound, Outbound, Direct ) All Filter the Statistics and Dialogue Details Dashboard AgentsSettings Value Default Description Skill score value filter integer 0 Show agent with skill scores above.Own skill filteron/offoffActivate to only see agents with the same skill as the user in the agent overview.Show UCC presenceon/offoffToggle between client presence and UCC presence.Show last presence change timerDropdown (Hidden, Hours: Minutes, Hours: Minutes: Seconds)HiddenToggle showing the agents last presence change.Note Show agent last presence change time is for supervisor only.UCCConfigSetting Value Default Description Visible UCC Name Text Value during install The name of the UCC Example: UCC_Support BasicUCC Host Text Value during install FQDN of the Anywher365 Server Example: Basic Secure on/off off Toggle between http and https Basic Autodiscoveron/off off Use this host to autodiscover more UCCBasic Remote presence updateon/off off Use this host to connect to the Remote presence update webserviceBasic Update agent presence in UCCon/off off When this setting is selected the Snapper will send agent presence to the UCC.Basic Dashboard hub url [Secure][UCC Host]/DashboardService URL of the Dashboard Hub Advanced Attendant hub url [Secure][UCC Host]/AttendantService URL of the Attendant Hub Advanced Remote presence hub url [Secure][UCC Host]/remotepresence URL of the Remote Presence Updater Hub Advanced CallProperty serviceurl [Secure][UCC Host]/CallPropertyServiceURL of the CallPropertyService (for screenrecording location)Advanced DCI skillTextDCISkillThe skill used for the Direct Client InterceptorAdvanced RecordingAudio RecordingSetting Value Default Description Visible Enable Audio Controlson/off off Activate audio recording controls for calls Screen RecordingNote When uploading to SharePoint, make sure the provided UserAccount or AppId has Edit permissions in the correct document libraries. Note FFMpeg needs to be installed for screen recording, see Encode Screen Recording for SnapperSetting Value Default Description Visible Automatic screen recording incoming callson/off off Activate screen recording for incoming calls Automatic screen recording outboundcallson/off off Activate screen recording for outbound calls Automatic save screen recording to Local / SharePoint Local Select location to store screen recording .mp4 filesScreen selectionDropdown PrimarySelect the screen you would like to recordLocal save pathTextc:\snapper_screencapturesSelect the path to store local screen recordings (required for local caching during recording)Only when Local is selected SharePoint Location Onpremise / Online Onpremise Select if SharePoint Server (OnPremise) or SharePoint on Microsoft 365 (Online)Only when SharePoint is selected SharePoint URL TextEmpty URL of the SharePoint UCC Site. (Recording files will be written to one of two libraries "InboundScreenRecordings" or "OutboundScreenRecordings")Only when SharePoint is selected SharePoint Username Text Empty Domain/Username or UPN (like email address) to connect to SharePoint Only when SharePoint Onpremise is selected SharePoint Password Hidden Text (****) Empty Password of the Username Only when SharePoint Onpremise is selected SharePoint App IdText Empty App Id of an Online App capable of creating and writing to the SharePoint library.Only when SharePoint Online is selected SharePoint App Secret Hidden Text (****) Empty Client Secret of an Online App capable of writing to the SharePoint site (CRUD Libraries and files).Only when SharePoint Online is selected Save SharePoint upload URL to UCC databaseon/off offAdd the screen recording URL to the CDR database. This will show them in the reports. NoteCall Property Service must be configured, see Install Call Property ServiceOnly when SharePoint is selected Enable Prefix Filter on/off off Turn on the filter on prefix (only record a UCC with specific prefix) Prefix Text Empty Part of the uri to filter on. Example: ucc_ Only when prefix filter is on Plugins This tab will show the settings per plugin.

Reason Code Functionality

Note

A Corporate license or higher is required.

Note

You can also use the controls in the Snapper, Snapper for Skype for Business User GuideThe Anywhere365 Snapper is used to display real-time information about a UCC. This user guide provides instructions on how to use this tool effectively to supervise and improve UCC operations.DashboardThe dashboard gives you a quick insight of what is currently happening in the selected UCC, it also gives you quick controls the agent features like discharge, call on behalf, and reason codes.Below each component of the Dashboard from top left to bottom right. DCINote DCI needs to be configured, see: Configure Direct Call Interceptor (DCI) for SnapperDescriptionThe DCI (Direct Call Interceptor) offers the functionality of the Interceptor to customers who are federated or in a hosted solution. It lets Anywhere365 handle your outbound dialogue.Button BehaviorWhen the requirements are met the user can type or click in a number, then press enter or click on the call button. The UCC will now setup a call to the user and call the entered number after the agent has accepted the call.Call on BehalfNoteThe selected UCC will determine in which UCC the outbound dialogue will be done from. NoteThe UCC setting "UseOutboundAudioRecording" needs to be set to true to enable Call on Behalf menu.As of bundle DC2024.01 the settings EnableOutboundInterception needs to be set to true to enable Call on Behalf menu.The DCI will use the agents Call on Behalf endpoint for the outbound dialogue.UCC SwitchDescriptionWhen the user is an agent or supervisor in multiple UCC you can use this drop down to switch between UCC. By default the UCC are auto-discovered or can be added manual using the settings.BehaviorWhen opening the dropdown you will see a list of all the found UCC (auto-discovery) and added UCC using the settings. Next you will see your role, which can be:Nothing (added manually)AgentSupervisorSupervisor / AgentSome controls will only be active when you are a supervisor.Formal changeThe last icon show what your current state (Formal active / inactive) is, these can be:Green with lock icon = Informal agent, you cannot sign out of the UCC.Green = Formal agent, active. Click to sign out.Red = Formal agent, not active. Click to sign in.Empty = You are not an agent.Call StatisticsDescriptionThis item shows you the call statistics of the selected UCC for today. You can manipulate the values using the settings. More details can be seen by clicking on the item.BehaviorItemDescriptionSLA circle Percentage based on the formula in the settings, see: SLADefault: AcceptedSla1 / (Accepted + (Missed - QuickDropped))Accepted lineNumber of accepted conversations today.Missed lineNumber of missed conversations today (with a Skill) In conversationsTotal conversations connected to an agent.WaitingTotal conversations waiting in the queue.Queue Time Average or Longest queue time of the accepted conversations Can be altered in the settings, Statistics PluginImportant Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.Agent statisticsDescriptionThis items gives you a quick overview of the active agents in this UCC. More details can be seen by clicking on the item.BehaviorItemDescriptionTotal AgentsAll informal Agent + All logged in formal AgentsAvailable Contains Informal Agents with the status AvailableNot in discharge duration.With an Audio deviceLogged in formal Agents with the status AvailableNot in discharge duration.With an Audio deviceBusy ContainsInformal Agents with the status BusyWith an Audio deviceLogged in formal Agents with the status BusyNot in discharge duration.Away ContainsInformal Agents with the status AwayWith an Audio deviceLogged in formal Agents with the status AwayNot in discharge duration.Offline ContainsInformal Agents with the status OfflineLogged in formal Agents with the status OfflineAgents in discharge durationPersonal StatisticsDescriptionThis items show the users personal calls today. This information can be used to give you more insight in your own statistics compared to the UCC statistics. Note that this information is regarding unique hunts.NoteThe Personal Statistics will remain empty if the backend feature Advanced Statistics gets disabled, see: Advanced Statistics BehaviorItemDescriptionSLAHandle Rate today (Accepted / Offered)AcceptedAccepted calls todayMissedMissed calls todayCall on BehalfDescriptionAgents with the Snapper and Outbound Interception, can see their outbound LineURI. RequirementsUser is Agent in a Outbound UCC.Interceptor is configured.Setting "UseOriginalIdentityWithOutbound" is FALSE.BehaviorIn the Call on Behalf item you can see your current active endpoint. You can switch between active endpoint by opening the dropdown and select the desired endpoint. Wrap-up TimeDescriptionAgents with the Snapper can see and manage their Wrap-up time / Discharge Duration.RequirementsDischargeDuration (on UCC settings) must be 1 or higher.BehaviorExtend Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the "+" to extend with 10 seconds (default)You can change the Wrap-up interval in the settings.Stop Wrap-upOpen SnapperOpen Dashboard Tab(during Wrap-up) click the cancel button to stop Wrap-upAudio Recording ControlNoteIf Screen Recording is enabled, the Recording Controls also impact the Screen Recording. DescriptionAgents with the Snapper can control the audio recording with the Recording Controls.RequirementsUseAudioRecording (on UCC settings) must be trueAgentCanEditAudioRecording (on UCC settings) must be trueEnable Audio Recording Control (on Snapper settings) must be trueBehaviorPause recordingDuring a recordingOpen the Dashboard TabClick in the "ll" iconThe recording is now pausedResume recordingDuring a (paused) recordingOpen the Dashboard TabClick in the play iconThe recording is now resumedStop recordingDuring a recordingOpen the Dashboard TabClick in the stop iconThe recording is now stoppedA stopped recording cannot be resumed.Agent overviewIn the second button of the Snapper all Agents of the selected UCC will be shown.Per Agent the following will be displayed:PresencePictureDisplay name Reason Code For more information, see: Reason CodesReason CodesDescriptionThe reason codes let agent use custom states on top of the existing Skype for Business or Microsoft Teams presences. This information is useful to be used by your colleagues and supervisors. Giving them extra insight into your activities.Requirements1 or more Reason Codes need to be defined on the UCC settings page.BehaviorIn the Reason Code item you can see and manage your Reason Code by opening the dropdown and selecting the Reason Code.Remote Presence UpdaterIf the user is a supervisor you have to remotely change the presence or reason codes of the agents.RequirementsRemote presence updater installed on applications server, [%=Variables-A365.LearnMore%].Remote presence updater is checked on in the client UCC settings.BehaviorIf the Agent is not offline the user has the option to select a dropdown en change the presence.Calls overviewIn the next button of the Snapper Call Statistics and all the Calls will be shown, whom are connected to the selected UCC.Call StatisticsDescriptionIn the third button of the Snapper the statistics of the UCC is shown.BehaviorItemDescriptionSLA (Blue Circle)[< 20 sec]/ ([Accepted Today]+[Missed Today]) AcceptedNumber of accepted conversations today Can be altered in the settings, Statistics PluginMissedNumber of missed conversations today (with a Skill) Can be altered in the settings, Statistics PluginAnswer in 120 sNumber of accepted conversations today with a queue time shorter than 2 minutesAnswer in 20 sNumber of accepted conversations today with a queue time shorter than 20 secQuickdrop in 5 sNumber of missed conversations today with a queue time shorter than 5 secondsCan be altered in the settings, Statistics PluginAverage Wait TimeAverage queue time of the accepted conversations Can be altered in the settings, Statistics PluginLongest waitLongest Queue time of the accepted conversations todayAVG DeclineAverage queue time of the missed conversations Note Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).For this reason the data will not always be one-on-one the same.Differences:Dialogue Intelligence distinct between Missed and QuickDrop, Snapper combines them as Missed.Dialogue Intelligence distinct between Inbound, Direct, Outbound, Snapper combines them.Dialogue Intelligence distinct between Hunts and Forwards, Snapper combines them.Dialogue detailsIncoming / IVRShow Audio, Chat and Autonomous Dialer in IVR.WaitingShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in Queue.Actions (Agent and call only):Take = Take the call directly from the queue.ConnectedShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer connected.Actions (Supervisor only, [%=Variables-A365.LearnMore%]):Listen – Join conversation silently (neither Agent nor Customer can hear Supervisor speak)Whisper – Join conversation in whisper mode (Agent can hear Supervisor speak but Customer cannot)Speak- Join conversation in talk mode (Both Agent and Customer can also hear Supervisor speak)TakeOver- Take over conversation instead of agent (Agent gets muted but can still listen, Supervisor and Customer can both speak to each other)NoteIn TakeOver mode the Supervisor becomes primary owner of the conversation instead of the Agent. This means when Supervisor ends the call while in this mode the entire conversation will be terminated (i.e. call will also be ended for both agent and customer). When Supervisor reverts back or is still in another mode (Listen, Whisper or Speak) and ends the call, only Supervisor leaves the call and Agent and Customer remain connected.ImportantAs of Bundle DC2024.01 whenever a supervisor joins or leaves an ongoing call a discrete audio tone will be played to the Agent to alert them of the change in presence of a supervisor.QualityShow Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in QM.FiltersIn a busy contact center you want to specify which data your would like to see. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see.Call History viewShow you previous contact moments you had with the UCC.Incoming = Conversations you received from the UCC or inbound interceptedOutgoing = Conversations you did with the DCI or outbound interceptedMissed = Missed Conversations you received from the UCC or inbound interceptedAdvanced Statistics viewExplanationThe advanced statistics view gives you more insight into the statistics of the UCC. It allows you to compare your performance with the queue performance.BehaviorItemDescriptionPersonal / QueueShows if this row is relates to personal performance or queue performance.ModalityShows if this row is related to calls, chats, emails or other.SkillName of the Skill the row is related toActive timeQueue: The sum of the ActiveTime(s) of the Agents associated with a given SkillPersonal: The ActiveTime of a specific Agent within the Skill. ​ An Agent is considered active in a Queue if and only if: The Agent is Active (i.e., explicitly active if formal, or always active otherwise) The Agent is assigned the Skill related to the Queue And any of: The Agent is Available; The Agent is handling a Dialogue for the specific Queue; The Agent is in DischargeAcceptedQueue: The number of conversation accepted within the Skill. (The number of conversations accepted within SLA)Personal: The number of conversation accepted by the specific Agent within the Skill ​ (The number of conversations accepted within SLA)MissedQueue: The number of conversation missed within the Skill (The number of conversations missed within quickdrop time)Personal: The number of hunts missed by the specific Agent within the Skill ​ (The number of hunts missed by the specific Agent within quickdrop time)AHTQueue: Initial Talk time + Discharge duration within the Skill.Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill.SLAQueue: The number of accepted conversation within 20 seconds divided by accepted and missed conversations within the SkillPersonal: The number of accepted hunts within 20 seconds divided by accepted and missed hunts by the specific Agent within the SkillSettings viewIn the next button of the Snapper the options are shown.GeneralAutomatic answerSetting Value Default Description Automatic answer all incoming calls on/off off Activate automatic answer when available Automatic answer all incoming UCC calls on/off off Activate automatic UCC answer when available Automatic call answer time intervalInteger 0Number of seconds delay before automatic answerNotificationsSetting Value Default Description Enable Desktop notificationson/off off Toggle to show an notification when a new conversation enters the queueWrapUpSetting Value Default Description Wrap-up time increase interval Integer 10 Change the increase value of the wrap-up Change Presence To Busy In WrapUp on/off off Change presence of Agent to Busy during wrap-up PreferencesSetting Value Default Description Display modeClassic / ModernModernSwitch between display modeClient typeSkype for Business / TeamsSkype for BusinessSwitch between clientsSkip confirm click to dialon/off offSkip the confirm call notification when using click-to-dialSnapper always visibleon/off on Toggle the Snapper to stay visible when Skype for Business is not focused.Language Dropdown with available languages User windows language Change the language of the client DashboardStatisticsSetting Value Default Description WaitTime Average / Longest Average Toggle the value of the wait time between average or longest. Filter Dialogue Checkbox (Inbound, Outbound, Direct ) All Filter the Statistics and Dialogue Details Dashboard AgentsSettings Value Default Description Skill score value filter integer 0 Show agent with skill scores above.Own skill filteron/offoffActivate to only see agents with the same skill as the user in the agent overview.Show UCC presenceon/offoffToggle between client presence and UCC presence.Show last presence change timerDropdown (Hidden, Hours: Minutes, Hours: Minutes: Seconds)HiddenToggle showing the agents last presence change.Note Show agent last presence change time is for supervisor only.UCCConfigSetting Value Default Description Visible UCC Name Text Value during install The name of the UCC Example: UCC_Support BasicUCC Host Text Value during install FQDN of the Anywher365 Server Example: Basic Secure on/off off Toggle between http and https Basic Autodiscoveron/off off Use this host to autodiscover more UCCBasic Remote presence updateon/off off Use this host to connect to the Remote presence update webserviceBasic Update agent presence in UCCon/off off When this setting is selected the Snapper will send agent presence to the UCC.Basic Dashboard hub url [Secure][UCC Host]/DashboardService URL of the Dashboard Hub Advanced Attendant hub url [Secure][UCC Host]/AttendantService URL of the Attendant Hub Advanced Remote presence hub url [Secure][UCC Host]/remotepresence URL of the Remote Presence Updater Hub Advanced CallProperty serviceurl [Secure][UCC Host]/CallPropertyServiceURL of the CallPropertyService (for screenrecording location)Advanced DCI skillTextDCISkillThe skill used for the Direct Client InterceptorAdvanced RecordingAudio RecordingSetting Value Default Description Visible Enable Audio Controlson/off off Activate audio recording controls for calls Screen RecordingNote When uploading to SharePoint, make sure the provided UserAccount or AppId has Edit permissions in the correct document libraries. Note FFMpeg needs to be installed for screen recording, see Encode Screen Recording for SnapperSetting Value Default Description Visible Automatic screen recording incoming callson/off off Activate screen recording for incoming calls Automatic screen recording outboundcallson/off off Activate screen recording for outbound calls Automatic save screen recording to Local / SharePoint Local Select location to store screen recording .mp4 filesScreen selectionDropdown PrimarySelect the screen you would like to recordLocal save pathTextc:\snapper_screencapturesSelect the path to store local screen recordings (required for local caching during recording)Only when Local is selected SharePoint Location Onpremise / Online Onpremise Select if SharePoint Server (OnPremise) or SharePoint on Microsoft 365 (Online)Only when SharePoint is selected SharePoint URL TextEmpty URL of the SharePoint UCC Site. (Recording files will be written to one of two libraries "InboundScreenRecordings" or "OutboundScreenRecordings")Only when SharePoint is selected SharePoint Username Text Empty Domain/Username or UPN (like email address) to connect to SharePoint Only when SharePoint Onpremise is selected SharePoint Password Hidden Text (****) Empty Password of the Username Only when SharePoint Onpremise is selected SharePoint App IdText Empty App Id of an Online App capable of creating and writing to the SharePoint library.Only when SharePoint Online is selected SharePoint App Secret Hidden Text (****) Empty Client Secret of an Online App capable of writing to the SharePoint site (CRUD Libraries and files).Only when SharePoint Online is selected Save SharePoint upload URL to UCC databaseon/off offAdd the screen recording URL to the CDR database. This will show them in the reports. NoteCall Property Service must be configured, see Install Call Property ServiceOnly when SharePoint is selected Enable Prefix Filter on/off off Turn on the filter on prefix (only record a UCC with specific prefix) Prefix Text Empty Part of the uri to filter on. Example: ucc_ Only when prefix filter is on Plugins This tab will show the settings per plugin.

Recording Options

Note

AgentCanEditAudioRecording and UseAudioRecording settings need to be true

Conferencing Options:

Note

A Corporate license or higher is required.

Create/Edit/Remove item

Item can be created, edited or removed.

Warning

Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.