Snapper User Manual

Updated: July 16, 2015

The ANYWHERE365 Snapper can be used to display real-time information about an UCC.

 

Agent overview

In the top button of the Snapper all Agents of the selected UCCwill be shown.

Per Agent the following will be displayed:

 

(Optionally) For Supervisor can remotely change the presence of Agent (in the same domain). This can be done by right clicking on the Agent's Picture.

(For this feature additional software must be installed on the server)


Calls overview

In the seconds button of the Snapper all the Calls will be shown, whom are connected to the selected UCC. Below visually the calls per phase.

Statistics overview

In the third button of the Snapper the statistics of the UCC is shown.

 

  • <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

 

Settings view

In the fourth button of the Snapper the options are shown.

 

General

  • UCC Select the desired UCC in a dropdown menu.
  • Presence Optionally configure custom presences
  • Automatic answer all calls If true, all incoming calls will be accepted will be accepted automatically.
  • Automatic capture screen incoming If true, record screen for incoming calls (If Microsoft Expression encoder SDK is installed)
  • Automatic capture screen outbound If true, record screen for outgoing calls (If Microsoft Expression encoder SDK is installed)
  • Enable Plantronics Legend sensors If true, Plantronics Legend is used and Agent is Formal, then the Agent will join en leave Call flow if he/she puts on the headset.
  • Toggle active agent stateSend Start / Stop to the selected UCC.
  • Toggle waittime sla color change Change the color of the Average Queue Time circle based on the SLA

Config

  • UCC NameUCC Application Id, can be found on the UCC Settings Page.
  • UCC UrlServer URL of the Anywhere365 Server.
  • AddAdd new UCC
  • EditEdit selected UCC
  • DeleteRemove selected UCC

SharePoint

  • SharePoint OnlineSelect if SharePoint is OnPremises or Online
  • SharePoint UrlThe direct URL of the SharePoint Page
  • SharePoint User(SharePoint Online) Give User name to login on SharePoint Online
  • SharePoint Password(SharePoint Online) Give Password to login on SharePoint Online