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Agent- Snapper, Webagent & Skype

This course will demonstrate how to use the features and functionality of the Snapper tool with the Webagent and Skype. Users will be able to log in and out of the UCC and understand the various features available to them. It also demonstrates the integration with the telephony features in Skype.

Duration 60 minutes per session
Group Size Up to 10 people per session
Prerequisite No Prerequisite
Course type Contact centre Agent
Training Room Prerequisites Meeting Room
1 phone per person
1 PC per person (with Snapper and Skype Installed)
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions

Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams

Note This course should take place before a cutover

Course Content

Upon successful completion, delegates will be able to:

Snapper

  • Understand how Skype for Business and Snapper are integrated and which tasks to perform in each
  • Understand the key features of the Snapper, including:
    • Logging on and off the UCC
    • Overview of the main dashboard and the data available
    • Change your status and choose a ‘Reason Code’
    • Agents tab overview
    • Calls tab overview
    • How to pick up a call from the queue
    • How to make a call from the UCC vs Skype
    • Changing Reason Codes

Webagent

  • Logging in to WebAgent
  • Logging in to UCC
  • Changing Reason Codes
  • Call Handling
  • Timeline
  • Classifications

Skype

  • Answering a call
  • Understanding the Call Window & Call Controls
    • Place callers on hold
    • Place callers on mute
  • Transfer
    • Unsupervised Transfer calls
    • Supervised Transfer
    • Cancelling a transfer

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