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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

Anywhere365’s client software supports multiple languages.

The Anywhere365’s clients are supported in Windows 10.

Anywhere365 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

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 using 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.

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Dialogue Intelligence

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.

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.

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Agent Functionality

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:

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English

French

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Danish

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Norwegian

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Portuguese