Supported Web Browsers
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 Features
Thresholds & Alerts
Thresholds can be set against calls in queue, missed calls or average wait, all configured on a per queue basis.
Agent State
Remotely change the ACD state of Agents [available, unavailable, wrap-up, sign-out]
and their Join and Leave queues status
Agent Chat
Automatically instant message all Agents that are assigned to any queue easily from within
the Personal Wallboard
Historical Reports
All historical reports currently available on BroadSoft DBS server can easily be accessed through Unity Supervisor
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
Displays the number of Agents joined to the queue out of the total number assigned to the queue in BroadSoft.
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
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
