Getting started as Reception Agent
Need to know
As an reception agent you are responsible for handling dialogues, these can be calls, chats, emails or more. Good to know is that AnywhereNow uses a hunting mechanism. In this mechanism we try to get the right agent at the right time. An important part is the presence of your Attendant client. If your are available on Skype, you are available for a dialogue.
Applications
As an agent you have access to the reception attendant to help you in your daily operations.
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Reception Attendant
Sign into a UCC (Formal Agent)
A 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. first need to sign in to the A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. This can be done by opening a chat window with the UCC or using the GUI of the Attendant.
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Sign into a UCC (Attendant)
Getting a dialogue
As an active agent you will automatically receive dialogue. Additional you can take the calls directly from the queue. This can be done by opening a chat window with the UCC or using the GUI of the Attendant.
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Take from queue (Attendant)
Managing the dialogue
During a dialogue you have access to use multiple features. Some features can be used either using a chat window with the UCC or the GUI of the Attendant.
Note
The recording feature needs to be enabled first. Learn more
- Manage the recording (Chat)
- Manage the recording (Recording)
- Manage the conference (Chat)
- Manage the conference (Attendant)
- Invite trainee (Chat)
Finishing a dialogue
After a successful conversation you get assigned wrap up time. In this time you will not receive any new dialogues from AnywhereNow.
Outside a dialogue
When you are not available for dialogue you can set a reason code. This will inform you colleagues and supervisor what you are doing. This can be set using either a chat window with the UCC or the GUI of the Snapper.
Trouble shooting
In the scenario you are expecting dialogues, but not receiving them, you can do some trouble shooting.