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#Recording in skype for business when turned off code
#Recording in skype for business when turned off Offline

Personal: Initial Talk time + Discharge duration by the specific Agent within the Skill. Queue: Initial Talk time + Discharge duration within the Skill. (The number of hunts missed by the specific Agent within quickdrop time) Personal: The number of hunts missed by the specific Agent within the Skill Queue: The number of conversation missed within the Skill (The number of conversations missed within quickdrop time) (The number of conversations accepted within SLA) Personal: The number of conversation accepted by the specific Agent within the Skill Queue: The number of conversation accepted within the Skill. The Agent is handling a Dialogue for the specific Queue The Agent is assigned the Skill related to the Queue The Agent is Active (i.e., explicitly active if formal, or always active otherwise) Personal: The ActiveTime of a specific Agent within the Skill.Īn Agent is considered active in a Queue if and only if: Queue: The sum of the ActiveTime(s) of the Agents associated with a given Skill Shows if this row is related to calls, chats, emails or other. Shows if this row is relates to personal performance or queue performance. It allows you to compare your performance with the queue performance. The advance statistics view gives you more insight into the statistics of the UCC. Missed = Missed Conversations you received from the UCC or inbound intercepted Outgoing = Conversations you did with the DCI or outbound intercepted Incoming = Conversations you received from the UCC or inbound intercepted Show you previous contact moments you had with the UCC. In every tab (IVR, Waiting, Connected and Quality) you can filter the columns to only show the data you would like to see. In a busy contact center you want to specify which data your would like to see. Email, Campaign Dialer and Autonomous Dialer in QM.

Whisper – Join conversation in whisper mode.

Email, Campaign Dialer and Autonomous Dialer connected.

Take = Take the call directly from the queue.

Email, Campaign Dialer and Autonomous Dialer in Queue. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Show Audio, Chat and Autonomous Dialer in IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer.

Dialogue Intelligence distinct between Hunts and Forwards, Snapper combines them.

Dialogue Intelligence distinct between Inbound, Direct, Outbound, Snapper combines them.

Dialogue Intelligence distinct between Missed and QuickDrop, Snapper combines them as Missed.

Note that the Snapper uses a simplified source for the statistics compared to the Dialogue Intelligence (reports).įor this reason the data will not always be one-on-one the same.

Longest Queue time of the accepted conversations todayĪverage queue time of the missed conversations Number of missed conversations today with a queue time shorter than 5 secondsĪverage queue time of the accepted conversations Number of accepted conversations today with a queue time shorter than 20 sec Number of accepted conversations today with a queue time shorter than 2 minutes Number of missed conversations today (with a Skill) (+)Ĭan be altered in the settings, Learn More In the third button of the Snapper the statistics of the UCC is shown. In the next button of the Snapper Call Statistics and all the Calls will be shown, whom are connected to the selected UCC.

#Recording in skype for business when turned off Offline

If the Agent is not offline the user has the option to select a dropdown en change the presence.

Remote presence updater is checked on in the client UCC settings.

Remote presence updater installed on applications server, Learn More.

If the user is a supervisor you have to remotely change the presence or reason codes of the agents.

#Recording in skype for business when turned off code

In the Reason Code item you can see and manage your Reason Code by opening the dropdown and selecting the Reason Code. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC., active.

Green = Formal agent A Formal Agent is able to sign in and sign out of the UCC.

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., you cannot sign out of the UCC.

Green with lock icon = Informal agent When 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.

The last icon show what your current state (Formal active / inactive) is, these can be: Some controls will only be active when you are a supervisor. Next you will see your role, which can be:

When opening the dropdown you will see a list of all the found UCC (auto-discovery) and added UCC using the settings.