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 UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs..

 

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 Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, 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 federatedWhen using Anywhere365 in combination with Federation you can easily 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:

 

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

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

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

 

Audio Recording Control

Description

Agents with the Inflight Snapper can control the audio with the

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

  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.

 

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 BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. 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

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 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):

  • 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.

 

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:

  • 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

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

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

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.

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

 

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

FQDNFDQN 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

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

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

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

Note FFMpeg needs to be installed for screen recording, Learn More

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.