Unity Agent

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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 Features Included With Agent

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

Features

Supported BroadSoft Features

JoinLeave Queue

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

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

Features