Snapper

The Snapper provides everything you need to become an UCC 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. Agent or Supervisor, wherever you are. Extend the Microsoft Teams client with Dialogue Cloud 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 Snapper options.