Inflight Snapper for Skype for Business User Guide

Introduction

The Anywhere365 Snapper can be used to display real-time information about an UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers..

 

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

Note DCI needs to be configured, Learn More

Description

The DCI (Direct Call InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents.) offers the functionality of the Interceptor to customers who are federatedFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. 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.

 

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.

Can be altered in the settings, Learn More

Missed circle

Number of missed conversations today (with a Skill)

Can be altered in the settings, Learn More

Queue Time circle

Average 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 / (AcceptedCallsToday + NotAcceptedCallsToday)

Note that 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

Note The information is from the point the Inflight Snapper is started.

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

Accepted

Accepted calls today

Missed

Missed calls today

SLA

Handle Rate today (Accepted / Offered)

 

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

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

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

 

Reason Codes

Description

The reason codes let agent use custom states on top of the existing Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. 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.

 

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

Remote Presence Updater

If the user is a supervisor you have to remotely change the presence 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

<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

> 2 min

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

SLA

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

Green circle

Number of accepted conversations today

Answer in 30s

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

In a Call

Number of active accepted conversations

Red circle

Number of missed conversations today (with a Skill)

Decline in 30s

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

AVG Decline

The average number of seconds the conversations was disconnected today

Yellow circle

Average queue time of the accepted conversations

Longest wait

Longest Queue time of the accepted conversations today

Calls waiting

Number of active conversations in the queue

Note that 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 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..

 

Waiting

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

Actions (Agent 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
  • Whisper – Join conversation in whisper mode
  • Speak- Join conversation in talk mode

 

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.

 

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

Change Presence To Busy In WrapUp

on/off

off

Change presence of Agent to Busy during wrap-up

Show WrapUp Time menu button

on/off

off

Toggle to show the WrapUp controls in the menu

Wrap-up time increase interval

Integer

10

Change the increase value of the wrap-up

Show WrapUp Time menu button

on/off

off

Toggle to show the WrapUp controls in the menu

Enable Audio Recording Controls

on/off

off

Toggle to show the Audio Recording controls in the Dashboard

 

Dashboard Statistics

Setting

Value

Default

Description

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 / (AcceptedCallsToday + NotAcceptedCallsToday)

Change the SLA calculation.

Possible values:

AcceptedCallsToday

AcceptedInboundCallsToday

NotAcceptedCallsToday

NotAcceptedInboundCallsToday

AcceptedSLA1

AcceptedSLA2

AcceptedSLA3

AcceptedInboundSLA1

AcceptedInboundSLA2

AcceptedInboundSLA3

NotAcceptedSLA1

NotAcceptedSLA2

NotAcceptedSLA3

NotAcceptedInboundSLA1

NotAcceptedInboundSLA2

NotAcceptedInboundSLA3 -->

AllSLA1

AllSLA2

AllSLA3

AllInboundSLA

AllInboundSLA2

AllInboundSLA3

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

 

Dashboard Agents

Settings

Value

Default

Description

Agent skill score value filter

integer

0

Show agent with skill scores above.

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.

 

GUI

Setting

Value

Default

Description

Client type

Skype for Business / Teams

Skype for Business

Switch between clients

Snapper always on top

on/off

off

Place the Snapper on top of all programs

Snapper attached to client

on/off

on

Snap the Snapper to the left of the Skype client

Snapper stays visible

on/off

on

Toggle the Snapper to stay visible when Skype for Business is not 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

FQDNA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS). 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

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

DCI skill

Text

DCISkill

The skill used for the Direct Client Interceptor

Advanced

 

Screen Recording

Note When uploading to SharePoint, make sure the provided user has Edit permissions in the correct document libraries.

For information about Encoding, Learn More

Setting

Value

Default

Description

Visible

Automatic screen recording incoming

on/off

off

Activate screen recording for incoming calls

 

Automatic screen recording outbound

on/off

off

Activate screen recording for outbound calls

 

Automatic save screen recording to

Local / SharePoint

Local

Select location to store screen recordings

 

Local save path

Text

c:\snapper_screencaptures

Select the path to store local screen recordings

Only when Local is selected

SharePoint Location

On-Premise / Online

On-Premise

Select if SharePoint is On-Premise 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

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.