Features
Supported BroadSoft Features
Join/Leave Queue
Agents can change their availability to individual queues simply by right clicking the queue in the Personal Wallboard and changing their join state
ACD State
Available, Unavailable and Wrap-Up are button driven from the main Unity Agent interface. Unavailable Codes are listed when clicked
Supervisor Alerting
Right clicking queues in the Personal Wallboard will allow the Agent to alert a Supervisor either by calling or instant messaging them
Disposition Codes
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
Inbound & Outbound DNIS
Alpha-tagging DNIS lets agents know which queue has been called. Users can also change their outbound CallerID to be that of a call centre
Additional Unity Features
Personal Wallboard
Displays queue info 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 and then mark 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
Thresholds
Provides a visual indication of the call center performance. Stats can have thresholds set that change colour 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
Display the ACD state of up to 30 colleagues, 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
Templates
Automatically configure all Agents with the same statistics, thresholds, call center membership
and other variables. Learn more