Dialogue Cloud

Snapper Classic for Microsoft Teams User Guide

The Anywhere365 Snapper can be 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..

Dashboard

The dashboard gives you a quick insight of what is currently happening in the selected UCC.

Below each component of the Dashboard from top left to bottom right.

DCI

Note: DCI needs to be configured, Learn More

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

Note: The selected UCC will determine in which UCC the outbound dialogue will be done from.
Note: The 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, Learn More

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:

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

Accepted circle

Number of accepted conversations today.

Missed circle

Number of missed conversations today (with a Skill)

Queue Time circle

Average or longest queue time of the accepted conversations

Can be altered in the settings, Learn More

SLA circle

Percentage based on the formula in the settings, Learn More

Default: AcceptedSla1 / (Accepted + (Missed - QuickDropped)))

Note: The 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 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

  • 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

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.

Note: The Personal Statistics will remain empty if the backend feature Advanced Statistics gets disabled. Learn More

Behavior

Item

Description

Accepted

Accepted calls today

Missed

Missed calls today

SLA

Handle Rate today (Accepted / Offered)

Call on Behalf

Description

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

Requirements

  • User is configured for DCI, Learn More

  • Setting "UserOutboundAudioRecording" is TRUE.

  • 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.

Audio Recording Control

Note: If Screen Recording is enabled, the Recording Controls also impact the Screen Recording.

Description

Agents with the 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 Snapper settings) must be true

Behavior

Pause recording

During a recording

  1. Open the Dashboard Tab

  2. Click in the "ll" icon

  3. The recording is now paused

Resume recording

During a (paused) recording

  1. Open the Dashboard Tab

  2. Click in the play icon

  3. The recording is now resumed

Stop recording

During a recording

  1. Open the Dashboard Tab

  2. Click in the stop icon

  3. The recording is now stopped

A stopped recording cannot be resumed.

Wrap-up Time

Description

Agents with the 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
  1. Open Snapper
  2. Open Dashboard Tab
  3. (during Wrap-up) click the "+" to extend with 10 seconds (default)

You can change the Wrap-up interval in the settings.

Stop Wrap-up
  1. Open Snapper
  2. Open Dashboard Tab
  3. (during Wrap-up) click the cancel button to stop Wrap-up

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

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

Accepted (Green circle)

Number of accepted conversations today

Can be altered in the settings, Learn More

Answer in 30s

Number of accepted conversations today with a queue time shorter than 30 seconds

In a Call

Number of active accepted conversations

Missed (Red circle)

Number of missed conversations today (with a Skill)

Can be altered in the settings, Learn More

Quickdrop in 5s

Number of missed conversations today with a queue time shorter than 5 seconds

Can be altered in the settings, Learn More

AVG Decline

Average queue time of the missed conversations

Queue Time (Turquoise circle)

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

Calls waiting

Number of active conversations in the queue

<20 sec

Number of accepted conversations today with a queue time shorter than 20 sec

< 2 min

Number of accepted conversations today with a queue time shorter than 2 minutes

SLA (Blue Circle)

[< 20 sec]/ ([Accepted Today]+[Missed Today])

Note: The 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 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 calls 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.

Note: As 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.

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

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

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

Advanced Statistics view

Warning: Collecting and sending of Advanced Statistics data is not enabled by default on Dialogue Cloud. For the Advanced Statistics to be shown in Snapper, Advanced Statistics need to be enabled from Dialogue Cloud on request. Use with caution! Advanced Statistics were developed for on-premise deployments of Anywhere365 and Snapper where the bandwidth and latency of real-time data streams to ALL active Snappers can be monitored and controlled.

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:

  • 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

User

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

Automatic answer do not restore active window

on/off

off

Activate automatic swtiching back to previous application window after Auto-accepting a call

Swhow WrapUp Time menu button

on/off

off

Toggle to show a Wrap up button on the main vertical toolbar

Wrap-up time increase interval

Integer

10

Change the increase value of the wrap-up

Enable Audio Recording Controls

on/off

off

Toggle to show the Audio Recording controls in the Dashboard

Enable Desktop notifications

on/off

off

Toggle to show an notification when a new conversation enters the queue

Enable Audio Recording Controls

on/off

off

Toggle to show the Audio Recording controls in the Dashboard

Enable Desktop notifications

on/off

off

Toggle to show an notification when a new conversation enters the queue

Skip confirm click to dial

on/off

off

Toggle to bypass the confirmation button to confirm dialing out from the DCI keypad.

Dial country code

number

empty

Number to pre-populate an E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) country code in the DCI Dialpad.

Dashboard Statistics

Note: In combination with Snapper 6.7 and Core 6.6 or higher, the dashboard settings are moved the server side. Learn More

Setting

Value

Default

Description

Enable Advanced Statistics

on/off

off

Toggle the ability to request Advanced Statistics to be sent towards this Snapper

Quick Drop Value

Integer

5

Show missed within x seconds

SLA value 1

Integer

20

Show accepted within x seconds

SLA value 2

integer

120

Show accepted after x seconds and after y seconds

SLA formula

Tekst (plus restore to default button)

AcceptedSla1 / (Accepted + (Missed - QuickDropped)))

Change the SLA calculation.

Possible values:

Accepted

AcceptedSLA1

AcceptedSLA2

AcceptedSLA3

Missed

QuickDropped

InboundAccepted

InboundAcceptedSLA1

InboundAcceptedSLA2

InboundAcceptedSLA3

InboundMissed

InboundQuickDropped

OutboundAccepted

OutboundAcceptedSLA1

OutboundAcceptedSLA2

OutboundAcceptedSLA3

OutboundMissed

OutboundQuickDropped

DirectAccepted

DirectAcceptedSLA1

DirectAcceptedSLA2

DirectAcceptedSLA3

DirectMissed

DirectQuickDropped

Statistics 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

Warning: Enabling Advanced Statistics may cause substantial higher data traffic in rich deployments (with many skills, or agents, or calls, or conversation-state-changes, or presence changes, or combinations thereof) or low bandwidth which may cause throttling Throttling, in the context of a software cloud delivery service, is the practice of temporarily suspending or diminishing access to a service offering to a cloud customer. Because cloud platforms are mostly multi-tenant, shared platforms and the usage at any moment of many customers is unpredictable, throttling is a normal and logical procedure of retaining a cloud service for all customers, sometimes at the expense of one or a handful of customers who are at that time using too many resources for the backend platform. Not only a customer itself, but also a "noisy neighbour" on the same platform can be the cause of throttling. Usually service will be resumed at a normal level after a short cool-down period, but can even take up to 24 hours or more. In Microsoft 365 throttling is usually indicated by "429 errors" or "server too busy" messages in logfiles or replies. issues resulting in delayed or incorrect portrayal of the status of your UCC. This can have a detrimental effect on ALL metrics and functions in your Snapper. Advice is to use only use on networks under full control. (i.e. not the internet)

Dashboard Agents

Settings

Value

Default

Description

Agent skill score value filter

integer

0

Show agent with skill scores above.

Agent own skill filter

on/off

off

Activate to only see agents with the same skill as the user in the agent overview.

Show agent UCC presence

on/off

off

Toggle between client presence and UCC presence.

Show agent last presence change timer

Dropdown (Hidden, Hours: Minutes, Hours: Minutes: Seconds)

Hidden

Toggle showing the agents last presence change.

Note: Show agent last presence change time is for supervisor only.

Security

Setting

Value

Default

Description

Feature Toggle Access Control

on/off

off

Enable Anywhere365 Authentication login control for this user

Feature Toggle Access Control Url

hyperlink

empty

Enter the Anywhere365 Authentication URL provided by Anywhere365 , Learn More

Feature Toggle Access Control Browser

on/off

off

Enable the default browser to be used for user login with Anywhere365 Authentication.

GUI

Setting

Value

Default

Description

Client type

- Skype for Business
- Teams
- Teams Direct Routing

- New Teams
- New Teams Direct Routing

Teams

Selects which Microsoft UC client is used (restart of Snapper required)

Note: "New Teams" and "New Teams Direct Routing" available since Bundle DC2024.01

Teams client id

Text

empty

The teams client id, Learn More

Display mode

Classic / Modern

Classic

Changes layout of snapper from classic to modern display.

Team identity property

ImAddress, UsePricipalName,
Mail

ImAddress

Property that will be used in Snapper as identity when using Teams.

Snapper attached to client on/off off Toggle to attach Snapper client. Only if Client type is Skype for Business.
Snapper attached to right side screen on/off off Toggle to attach Snapper to right side of primary screen when this option is selected.

Snapper stays visible

on/off

off

Toggle to keep Snapper visible in foreground when another window in focused.

Snapper menu layout

Vertical / Horizontal

Vertical

Changes the layout of the Snapper menu

Language

Dropdown with available languages

User windows language

Change the language of the client

UCC Config

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 Anywhere365 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

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

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

Screen Recording

Note: 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 Snapper

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 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 database. This will show them in the reports.

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.