GoLive! Online Manual
Inflight Snapper
Note Workstreampeople has no in-depth knowledge on Citrix and therefore is not able to assist on issues related to Citrix.
Introduction
The Inflight Snapper provides everything you need to become an UCC 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.
Video
Features Values
Note: Some features are only available with the corresponding license, this is indicated by one of 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
Multiple Languages Support
Anywhere365’s client software supports multiple languages.
Support Windows 10
The Anywhere365’s clients are supported in Windows 10.
Teams Integration
Anywhere365 doesn’t work exclusively with Skype for Business clients, it also works with Microsoft Teams. This way you can integrate your colleagues that have Microsoft Teams accounts into your contact center by adding them to the existing list of contact center agents in your UCC Settings.
Agent Management
Formal and Informal Agents
Anywhere365 distinguishes two different contact center agents: (1) Formal AgentsA 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. and (2) Informal AgentsWhen 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.. An informal agent is connected to the UCC once he/she is signed in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Microsoft Teams or Skype for Business client or use the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
Remote Presence Change
With the Remote Presence Change feature, a supervisor in a UCC is capable to change the presence state (available, busy, away) of an Agent in the UCC. Since an Agent can be in more than one UCC and his/her presence is universally applied, the altered presence status affects all other UCCs that this agent might be subscribed to.
Dialogue Intelligence
Real-time Information Provider
The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVRInteractive Voice Response (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. and the wait time of the caller. Furthermore it shows which agents are connected to the UCC together with their presence status.
Screen Recording
Ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played. Based on the incoming call or hunted agent, it might be helpful to record the full engagement between the agent and the caller, including the exact sequence of events; the full screen of the caller is recorded for the duration of the call and stored in SharePoint for easy access. This is ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played.
Agent Functionality
Discharge Duration / Wrap up
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.
Available Languages
The Anywhere365 Inflight Snapper is available in the following languages:
Dutch
English
German
French
Spanish
Danish
Swedish
Norwegian
Italian
Portuguese