Inflight Snapper for Microsoft Teams 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.

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.

 

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

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

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)

 

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 seconds (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

 

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 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.

 

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

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

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

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.

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.

 

GUI

Setting

Value

Default

Description

Client type

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. / Teams

Skype for Business

Switch between clients

Teams client id

Text

empty

The teams client id, Learn More

       

Snapper attached to right side screen

on/off

off

Toggle to snap the Snapper to the right side of the screen

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

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

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

 

Plugins

This tab will show the settings per plugin.