Supervisor – Snapper, Webagent, Skype, Supervisor functionality, Wallboards, Email Handler & Chat Handler
This course will demonstrate how to use the features and functionality of the Snapper tool, Email Handler, Chat Handler, 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.
Supervisors will also be shown how to monitor agents calls and change agent status. They will also be shown the web wallboard/ inflight wallboard.
| Duration | 120 minutes per session |
| Group Size | Up to 10 people per session |
| Prerequisite | No Prerequisite |
| Course type | Contact centre supervisor |
| 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 Should take place before a cut over |
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
- Functionality only available to supervisors:
- Listen, Speak and Whisper : how they work and when to use them
- Change the ‘Presence Status’ of an agent.
- Change the ‘Reason Code’ for an agent
- How to access the Wallboard
- Overview of the Wallboard and what statistics are available
Webagent
- Logging in to WebAgent
- Logging in to UCC
- Changing Reason Code
- 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
Email Handler (Via Webagent)
- Email handling
- Email responses
- Email session buttons
- Threaded conversations
- Predefined Responses
- Transfers
Chat Handler
- Customer Initiated Chat
- Closing a chat window
Wallboard
- Open/Start wallboard
- Understand data
- Understand different Wallboards
- Web Wallboard
- Inflight Wallboard
Supervisor functionality
- Supervisor assistance- Listen/Whisper/Speak
- Change an Agents Presence Status/Reason code