Snapper for Skype for Business User Guide

The Anywhere365 Snapper is used to display real-time information about a 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.. This user guide provides instructions on how to use this tool effectively to supervise and improve UCC operations.

Dashboard

The 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.

DCI

UCC Switch

Behavior

When 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)
• Agent
• Supervisor
• Supervisor / Agent

Some controls will only be active when you are a supervisor.

Formal change

The last icon show what your current state (Formal active / inactive) is, these can be:

• Green with lock icon = 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., you cannot sign out of the UCC.
• Green = 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., active. Click to sign out.
• Red = Formal agent, not active. Click to sign in.
• Empty = You are not an agent.

Call Statistics

Behavior

Item	Description
SLA circle	Percentage based on the formula in the settings, see: SLA Default: AcceptedSla1 / (Accepted + (Missed - QuickDropped))
Accepted line	Number of accepted conversations today.
Missed line	Number of missed conversations today (with a Skill)
In conversations	Total conversations connected to an agent.
Waiting	Total conversations waiting in the queue.
Queue Time	Average or Longest queue time of the accepted conversations Can be altered in the settings, Statistics Plugin

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 statistics

Behavior

Item	Description
Total Agents	All informal Agent + All logged in formal Agents
Available	Contains Informal Agents with the status Available Not in discharge duration. With an Audio device Logged in formal Agents with the status Available Not in discharge duration. With an Audio device
Busy	Contains Informal Agents with the status Busy With an Audio device Logged in formal Agents with the status Busy Not in discharge duration.
Away	Contains Informal Agents with the status Away With an Audio device Logged in formal Agents with the status Away Not in discharge duration.
Offline	Contains Informal Agents with the status Offline Logged in formal Agents with the status Offline Agents in discharge duration

Personal Statistics

Behavior

Item	Description
SLA	Handle Rate today (Accepted / Offered)
Accepted	Accepted calls today
Missed	Missed calls today

Call on Behalf

Description

Agents with the Snapper and Outbound Interception, can see their outbound LineURI.

Requirements

• User is Agent in a Outbound UCC.
• Interceptor is configured.
• Setting "UseOriginalIdentityWithOutbound" is FALSE.

Behavior

In 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 Time

Behavior

Audio Recording Control

Behavior

Agent overview

Reason Codes

Behavior

In the Reason Code item you can see and manage your Reason Code by opening the dropdown and selecting the Reason Code.

Remote Presence Updater

If the user is a supervisor you have to remotely change the presence or reason codes of the agents.

Requirements

• Remote presence updater installed on applications server, Learn More.
• Remote presence updater is checked on in the client UCC settings.

Behavior

If the Agent is not offline the user has the option to select a dropdown en change the presence.

Calls overview

In the next button of the Snapper Call Statistics and all the Calls will be shown, whom are connected to the selected UCC.

Call Statistics

Description

In the third button of the Snapper the statistics of the UCC is shown.

Behavior

Item	Description
SLA (Blue Circle)	[< 20 sec]/ ([Accepted Today]+[Missed Today])
Accepted	Number of accepted conversations today Can be altered in the settings, Statistics Plugin
Missed	Number of missed conversations today (with a Skill) Can be altered in the settings, Statistics Plugin
Answer in 120 s	Number of accepted conversations today with a queue time shorter than 2 minutes
Answer in 20 s	Number of accepted conversations today with a queue time shorter than 20 sec
Quickdrop in 5 s	Number of missed conversations today with a queue time shorter than 5 seconds Can be altered in the settings, Statistics Plugin
Average Wait Time	Average queue time of the accepted conversations Can be altered in the settings, Statistics Plugin
Longest wait	Longest Queue time of the accepted conversations today
AVG Decline	Average queue time of the missed conversations

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 details

Incoming / IVR

Show Audio, Chat and Autonomous Dialer in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent..

Waiting

Show Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in Queue.

Actions (Agent and call only):

• Take = Take the call directly from the queue.

Connected

Show Audio, Chat. Email, Campaign Dialer and Autonomous Dialer connected.

Actions (Supervisor only):

• 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)

Quality

Show Audio, Chat. Email, Campaign Dialer and Autonomous Dialer in QM.

Filters

In 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 view

Show you previous contact moments you had with the UCC.

• Incoming = Conversations you received from the UCC or inbound intercepted

• Outgoing = Conversations you did with the DCI or outbound intercepted

• Missed = Missed Conversations you received from the UCC or inbound intercepted

Advanced Statistics view

Explanation

The advanced statistics view gives you more insight into the statistics of the UCC. It allows you to compare your performance with the queue performance.

Behavior

Item	Description
Personal / Queue	Shows if this row is relates to personal performance or queue performance.
Modality	Shows if this row is related to calls, chats, emails or other.
Skill	Name of the Skill the row is related to
Active time	Queue: The sum of the ActiveTime(s) of the Agents associated with a given Skill Personal: 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 Discharge
Accepted	Queue: 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)
Missed	Queue: 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)
AHT	Queue: Initial Talk time + Discharge duration within the Skill. Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill.
SLA	Queue: The number of accepted conversation within 20 seconds divided by accepted and missed conversations within the Skill Personal: The number of accepted hunts within 20 seconds divided by accepted and missed hunts by the specific Agent within the Skill

Settings view

In the next button of the Snapper the options are shown.

General

Automatic answer

Setting	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 interval	Integer	0	Number of seconds delay before automatic answer

Notifications

Setting	Value	Default	Description
Enable Desktop notifications	on/off	off	Toggle to show an notification when a new conversation enters the queue

WrapUp

Setting	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

Preferences

Setting	Value	Default	Description
Display mode	Classic / Modern	Modern	Switch between display mode
Client type	Skype for Business / Teams	Skype for Business	Switch between clients
Skip confirm click to dial	on/off	off	Skip the confirm call notification when using click-to-dial
Snapper always visible	on/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

Dashboard

Statistics

Setting	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 Agents

Settings	Value	Default	Description
Skill score value filter	integer	0	Show agent with skill scores above.
Own skill filter	on/off	off	Activate to only see agents with the same skill as the user in the agent overview.
Show UCC presence	on/off	off	Toggle between client presence and UCC presence.
Show last presence change timer	Dropdown (Hidden, Hours: Minutes, Hours: Minutes: Seconds)	Hidden	Toggle showing the agents last presence change.

UCC

Config

Setting	Value	Default	Description	Visible
UCC Name	Text	Value during install	The name of the UCC Example: UCC_Support	Basic
UCC Host	Text	Value during install	FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com] of the Anywher365 Server Example:	Basic
Secure	on/off	off	Toggle between http and https	Basic
Autodiscover	on/off	off	Use this host to autodiscover more UCC	Basic
Remote presence update	on/off	off	Use this host to connect to the Remote presence update webservice	Basic
Update agent presence in UCC	on/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 service	url	[Secure][UCC Host]/CallPropertyService	URL of the CallPropertyService (for screenrecording location)	Advanced
DCI skill	Text	DCISkill	The skill used for the Direct Client Interceptor	Advanced

Recording

Audio Recording

Setting	Value	Default	Description	Visible
Enable Audio Controls	on/off	off	Activate audio recording controls for calls

Screen Recording

Setting	Value	Default	Description	Visible
Automatic screen recording incoming calls	on/off	off	Activate screen recording for incoming calls
Automatic screen recording outboundcalls	on/off	off	Activate screen recording for outbound calls
Automatic save screen recording to	Local / SharePoint	Local	Select location to store screen recording .mp4 files
Screen selection	Dropdown	Primary	Select the screen you would like to record
Local save path	Text	c:\snapper_screencaptures	Select 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	Text	Empty	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 In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). (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 Id	Text	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 database	on/off	off	Add the screen recording URL to the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database. This will show them in the reports. Note Call Property Service must be configured, see Install Call Property Service	Only 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.