Unity Supervisor Web

Unity Supervisor is a powerful reporting and management console that gives supervisors and team leader’s relevant, real-time performance information on Agents and queues. Key performance indicators, such as the number of calls in queue, wait time and Agents available are all displayed with the Supervisor able to configure the stats that are most relevant to them. Color coded thresholds & Alerts provide cascading visual, email and audible alarms of unusual calling patterns. The Agent Activity tab allows easy access to all Agents, or those for a specific queue, allowing the Supervisor to immediately make Agents “Available” or move them in and out of queues as required. Take control of your complete ACD environment with Unity Supervisor

Supported Web Browsers

Google Chrome
firefox (1)
edge (1)
safari (1)

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 Features

Thresholds & Alerts

Thresholds & Alerts

Thresholds can be set against calls in queue, missed calls or average wait, all configured on a per queue basis.

Agent State

Agent State

Remotely change the ACD state of Agents [available, unavailable, wrap-up, sign-out]

and their Join and Leave queues status

Agent Chat

Agent Chat

Automatically instant message all Agents that are assigned to any queue easily from within

the Personal Wallboard

Historical Reports

Historical Reports

All historical reports currently available on BroadSoft DBS server can easily be accessed through Unity Supervisor

Personal Wallboard

Personal Wallboard

Displays queue information including calls in queue, longest wait, total calls, calls answered, missed calls, average wait and average talk time.

Staffed Ratio

Staffed Ratio

Displays the number of Agents joined to the queue out of the total number assigned to the queue in BroadSoft.

Barge In

Barge-In

By simply right-clicking a user in Contacts, the Supervisor can barge-in, e.g. if they have received a chat requesting assistance from an Agent

Silent Monitoring

Silent Monitoring

Supervisors can discreetly listen in to a selected Agents next call, their current call or all calls by right clicking the user in the Agent Activity Tab

Agent Add-On Options

contact0-center

Contact Center

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

Read More

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.

Read More

browser-call

Browser Call Pop

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

Read More

Get Your Unity Agent Trial Now!

Request a free demo and we will help you create your contact center today, complete
with CRM integrations and settings configuration.


    BroadSoft Service ProviderEnd User Customer or Reseller