Unity Agent provides critical call handling and queue visibility information to make Agents more responsive and informed about the calls they are taking. The Personal Wallboard is unique in giving Agents real-time information on both the overall queue conditions and also their own performance for the call and contact centres they are assigned to. With the ability to alert Supervisors and chat with colleagues, Unity Agent is an essential tool in improving call processing and maximizing customer service
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
- Voicemail Access
- Call Recording Control
- Hot Desking & Flexible Seating
Supported BroadSoft Features
Agents can change their availability to individual queues simply by right clicking the queue in the Personal Wallboard. Red and green icons toggle to show current status.
Available, Unavailable and Wrap-Up are button driven from the main Unity Agent interface. If Unavailable Codes are in use, they are listed when Unavailable is clicked.
Right clicking any queue in the Personal Wallboard will allow the Agent to alert, either by calling or instant messaging, any Supervisor assigned to the queue
Right clicking an inbound ACD call in the Active Call Window will display a list of any Disposition Codes that have been configured in BroadSoft. The Agent can select multiple codes.
Inbound & Outbound DNIS
Unity supports alpha-tagging DNIS queues so that the agent knows which queue has been called. For Outbound DNIS, Unity allows the agent to change their outbound CallerID to be that of any call centre of which they are a member.
Additional Unity Features
Displays queue information including calls in queue, longest wait, tweets, web chats, answered calls etc for both the Agent and the overall call center
Abandoned Call Back
Agent’s receive a list of abandoned CallerID’s that have been assigned by their Supervisor. Simply click to initiate call back and then mark the call as processed
Queued Calls List
Displays a list of all calls currently in queue. CRM Connector extends this further by flagging calls in queue as Leads or Accounts in the customer CRM
Provides a visual indication of the call center performance. Different stats can have thresholds set that change green, orange, red as they trigger preset levels
CRM Profiling Calls in Queue
All queued calls are profiled as Leads or Accounts in the CRM allowing Supervisors to make informed decisions about which calls to prioritise
Team ACD State
Displays the ACD state of up to 30 of their colleagues in the call center, as well as their hook state allowing Agents to visualise current resource availability
Force Disposition Code
Agents are forced to assign a Disposition Code to the previous call when they select Available ACD state meaning 100% accuracy in reporting
Automatically configure all Agents with the same stats, thresholds, call center membership and other variables
Agent Add-On Options
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