Dialogue Cloud

Inflight Snapper - An Overview

The Inflight Snapper provides everything you need to become an 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). An 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. Agent or Supervisor, wherever you are. Extend the Skype for Business and Microsoft Teams client with Anywhere365 information, via the toolbar you have access to the:

  • Dashboard - Quick Overview of the UCC.
  • Agent Overview - presence, picture, name and reason code (when applicable).
  • Calls Overview - real-time overview of all current calls connected to the UCC, including queued calls.
  • Settings - manage the Inflight Snapper options.

Note: Anywhere365 has no in-depth knowledge on Citrix and therefore is not able to assist on issues related to Citrix.

Inflight Snapper Introduction Video

Inflight Snapper Feature Table

Note: Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception ucc)

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Characteristics

Agent Management

Dialogue Intelligence

Agent Functionality

Available Languages

The Anywhere365 Inflight Snapper is available in the following languages:

  • Dutch

  • English

  • German

  • French

  • Spanish

  • Danish

  • Swedish

  • Norwegian

  • Italian

  • Portuguese