Tag Archives: applications

webchat agent

Last Agent Routing for Web Chat

Customer service experience has now been enhanced with last agent routing for web chat. This is configurable in the Profile of each chat media stream and, when enabled, will route an incoming chat to the last Agent that took a chat from the visitor. Naturally this reduces the anonymity that can become a problem with

new UI

New Presence Icons

The new Unity UI, coming first the web apps and then the Windows clients, has some new icons for the Contacts BLF tab, but the changes are more than just cosmetic. We are now combining both hook state and XMPP status. Previously, Unity displayed XMPP in the “Status” field, but this is now reflected in

Connections

Kakapo Systems to Launch Unity Contact Center at BroadSoft Connections

Scottsdale, Arizona, 18 October 2017 – Kakapo Systems, a developer of applications for the BroadSoft BroadWorks platform, today announced that they will be showcasing the Unity Contact Center solution on booth 24 at BroadSoft Connections. Unity Contact Centre is an extension to the existing Unity Agent and Supervisor apps for BroadWorks that now allows webchat,

Flexi Seating

Flexible Seating Now Supported

Unity has expanded on the current support for Hoteling Guest/Host with Flexible Seating. This will be available to any user that has the service assigned and is available in Windows and web app version of Unity. Users can associate with a Flexible Seating host in Settings or conveniently from the drop list in the main

Click to dial

Browser Click-to-Dial

Unity now supports Click to Dial seamlessly from Google Chrome, Mozilla Firefox and Microsoft Edge, whereby all valid numbers are immediately converted into hyperlinks that you can click to dial through Unity. Easily configure telephone number lengths, hyperlink type and domains that you want to exclude in the Click to Dial options for a more fluid Unity