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.

  • queuedContacts [Busy Lamp Field]
  • drag keyDrag & Drop
  • browserBrowser Click-to-Dial
  • unifiedUnified Directories
  • serviceService Configuration
  • Call ControlCall Control
  • MessagingChat/Messaging
  • voicemailVoicemail Access
  • Call RecordingCall Recording Control
  • Hot DeskingHot Desking & Flexible Seating

Features

Supported BroadSoft Features

join-leaveJoin/Leave Queue

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.

acd-stateACD State

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.

supervisorSupervisor Alerting

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

forceDisposition 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. The Agent can select multiple codes.

inboundInbound & 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

personalPersonal Wallboard

Displays queue information including calls in queue, longest wait, tweets, web chats, answered calls etc for both the Agent and the overall call center

abandonedAbandoned 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

queue-call-listQueued 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

thresholdThresholds

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

crem-profilingCRM 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-stateTeam 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

forceForce 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

templatesTemplates

Automatically configure all Agents with the same stats, thresholds, call center membership and other variables

Agent Add-On Options

contact0-center

Contact Center

Add Web-Chat, Web Call-Back and Email queues  for BroadSoft ACD or Hosted PBX users

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browser-click

Browser Click to Dial

Click-to-dial from Chrome, Edge and Firefox

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deep-crm

CRM Connector

Connect to Salesforce, Microsoft Dynamics and more for screen-pop, click-to-dal, automatic logging and call queue profiling.

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browser-call

Browser Call Pop

Append incoming call details in a custom URL for an external web server

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BroadSoft Service ProviderEnd User Customer or Reseller