Inbound & Outbound
Combine ACD and outbound stats for customers that utilize a blended Agent workload.
Statistics include Inbound Calls, Outbound Calls, Outbound ACD Calls and Total ACD Calls
Thresholds & Alerts
All statistics can be configured with colour based alerts, graphically highlighting problems for immediate attention.
Graphical elements include Badges and Tiles, Graphs and Charts and Full and Half Gauges.
Configurable Statistics
Dashboard can be configured from over 80 statistics to highlight metrics that are important to you.
Available in both Tabular and Graphical options, Unity Dashboard let’s you control how your key statistics are presented.
Key ACD Stats
See essential ACD statistics to understand quickly how the agents and call centers are behaving .
Statistics include Calls in Queue, Longest Wait Time and Abandoned Calls.
Agent Gamification
Encourage self-management and competition among Agents with Dashboard as the leader board.
For example the top 5 Agents based on answered calls or the top 10 Agents based on outbound ACD calls.
Unity Desktop is a UC application that enhances the BroadSoft user experience by making all features and services available in an intuitive and elegant interface. Combining presence, chat, call control and directories, Unity Desktop simplifies the making and receiving of calls and provides easy access to advanced functions.
Contacts [Busy Lamp Field]- Drag & Drop
Browser Click-to-Dial
Unified Directories
Service Configuration
Call Control
Chat/Messaging
Voicemail Access
Call Recording Control
Hot Desking & Flexible Seating
Unity Desktop is a UC application that enhances the BroadSoft user experience by making all features and services available in an intuitive and elegant interface. Combining presence, chat, call control and directories, Unity Desktop simplifies the making and receiving of calls and provides easy access to advanced functions.
- Contacts [Busy Lamp Field]
- Drag & Drop
- Browser Click-to-Dial
- Unified Directories
- Service Configuration
- Call Control
- Chat/Messaging
- Voicemail Access
- Call Recording Control
- Hot Desking & Flexible Seating
Supported Features
Thresholds & Alerts
All queue and agent statistics can be configured with a wide range of colour based alerts, graphically highlighting any problems that require immediate attention
Agent Gamification
Encourage self-management and competition among agents by using Dashboard as a leader board, e.g. show the top 5 agents based on total calls answered
Configurable Statistics
Configure over 47 essential and desirable statistics to highlight metrics that are important to you
Queue Statistics
Queue statistics include inbound calls, answered calls, calls in queue, average abandoned time, overflowed calls, staff ratio, service level and agents available
Agent Hook and ACD State
Agent statistics include inbound calls, ACD state, total call duration, outbound total calls, transferred calls, idle time and many more
Key ACD State
Optionally display all Agents ACD state and engaged/free extension status. Summarise this with Agents Awaiting Call and Staffed Ratio gauges
Scrolling Views
Dashboard allows different Views to be configured, each with different stats, call center resources and visual layouts. These can be set to scroll providing ultimate flexibility depending on how much information the customer wants to display
Tabular & Graphical View
Tabular and Graphical option provide an easy way to showcase headline stats, with detailed tabular breakdowns available if required. With a range of bar charts, gauges, tiles and badges, Unity Dashboard provides an engaging visual interface