GoLive! Online ManualInflight Snapper for Skype for Business User Guide
The Anywhere365 Inflight 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
Description
The DCI (Direct Call Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.) offers the functionality of the Interceptor to customers who are federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. or in a hosted solution. It lets Anywhere365 handle your outbound dialogue.
Button Behavior
When the requirements are met the user can typ or click in a number, then press enter or click on the call sign. The UCC will now setup a call to the user and then call the entered number.
Call on Behalf
The DCI will use the agents Call on Behalf endpoint for the outbound dialogue.
UCC Switch
Description
When 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.
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
Description
This 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.
Behavior
|
Item |
Description |
|---|---|
|
SLA circle |
Percentage based on the formula in the settings, Learn More Default: AcceptedSLA1 / (AcceptedCallsToday + NotAcceptedCallsToday) |
|
Accepted line |
Number of accepted conversations today. Can be altered in the settings, Learn More |
|
Missed line |
Number of missed conversations today (with a Skill) Can be altered in the settings, Learn More |
|
In conversations |
Total conversations connected to an agent. |
|
Waiting |
Total conversations waiting in the queue. |
|
Queue Time |
Average queue time of the accepted conversations Can be altered in the settings, Learn More |
For this reason the data will not always be one-on-one the same.
Differences:
-
Dialogue Intelligence distinguishes between Missed and QuickDrop, Snapper combines them as Missed.
-
Dialogue Intelligence distinguishes between Inbound, Direct, Outbound, Snapper combines them.
-
Dialogue Intelligence distinguishes between Hunts and Forwards, Snapper combines them.
Agent statistics
Description
This items gives you a quick overview of the active agents in this UCC. More details can be seen by clicking on the item.
Behavior
|
Item |
Description |
|---|---|
|
Total Agents |
All informal Agent + All logged in formal Agents |
|
Available |
Contains
|
|
Busy |
Contains
|
|
Away |
Contains
|
|
Offline |
Contains
|
Personal Statistics
Description
This 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.
Behavior
|
Item |
Description |
|---|---|
|
SLA |
Handle Rate today (Accepted / Offered) |
|
Accepted |
Accepted calls today |
|
Missed |
Missed calls today |
Call on Behalf
Description
Agents with the Inflight 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
Description
Agents with the Inflight Snapper can see and manage their Wrap-up time / Discharge Duration.
Requirements
- DischargeDuration (on UCC settings) must be 1 or higher.
Behavior
Extend Wrap-up
- Open Inflight Snapper
- Open 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-up
- Open Inflight Snapper
- Open Dashboard Tab
- (during Wrap-up) click the cancel button to stop Wrap-up
Audio Recording Control
Note: If Screen Recording is enabled, the Recording Controls also impact the Screen Recording.
Description
Agents with the Inflight Snapper can control the audio recording with the Recording Controls.
Requirements
-
UseAudioRecording (on UCC settings) must be true
-
AgentCanEditAudioRecording (on UCC settings) must be true
-
A context channel must be established.
-
If UCC is using a Plugin, have setting UseCrm true
-
If not using a Backoffice Plugin, have setting UseTimeline true.
-
-
Enable Audio Recording Control (on Inflight Snapper settings) must be true
Behavior
Pause recording
During a recording
-
Open the Dashboard Tab
-
Click in the "ll" icon
-
The recording is now paused
Resume recording
During a (paused) recording
-
Open the Dashboard Tab
-
Click in the play icon
-
The recording is now resumed
Stop recording
During a recording
-
Open the Dashboard Tab
-
Click in the stop icon
-
The recording is now stopped
A stopped recording cannot be resumed.
Agent overview
In the second button of the Snapper all Agents of the selected UCC will be shown.
Per Agent the following will be displayed:
- Presence
- Picture
- Display name
- Reason Code
Reason Codes
Description
The 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.
Requirements
- 1 or more Reason Codes need to be defined on the UCC settings page.
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, Learn More |
|
Missed |
Number of missed conversations today (with a Skill) Can be altered in the settings, Learn More |
|
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, Learn More |
|
Average Wait Time |
Average queue time of the accepted conversations Can be altered in the settings, Learn More |
|
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..
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, Learn More):
- 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)
Note: In 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 enitre 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.
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 advance 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:
|
|
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 |
|
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 |
|
Call property service |
url |
[Secure][UCC Host]/CallPropertyService |
URL of the CallPropertyService |
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 recordings |
|
|
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 |
Only when Local is selected |
|
SharePoint Location |
On-Premises / Online |
On-Premises |
Select if SharePoint is On-Premises or Online |
Only when SharePoint is selected |
|
SharePoint URL |
Text |
Empty |
URL of the SharePoint Document Libary |
Only when SharePoint is selected |
|
SharePoint Username |
Text |
Empty |
Domain/Username or Email Address to connect to SharePoint |
Only when SharePoint is selected |
|
SharePoint Password |
Hidden Text (****) |
Empty |
Password of the Username |
Only when SharePoint is selected |
|
Save SharePoint upload URL to UCC database |
on/off |
off |
Add the screen recording url to the CDR database. This will enabled them in the reports. Note: Call Property Service must be configured, Learn More
|
Only when SharePoint is selected |
|
Enable Prefix Filter |
on/off |
off |
Turn on the filter on prefix (only record what is in the 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.