Thresholds & Alerts
Thresholds can be set against calls in queue, missed calls or average wait, all configured on a per queue basis.
Remotely change the ACD state of Agents [available, unavailable, wrap-up, sign-out]
and their Join and Leave queues status
Automatically instant message all Agents that are assigned to any queue easily from within
the Personal Wallboard
All historical reports currently available on BroadSoft DBS server can easily be accessed through Unity Supervisor
Displays queue information including calls in queue, longest wait, total calls, calls answered, missed calls, average wait and average talk time.
Displays the number of Agents joined to the queue out of the total number assigned to the queue in BroadSoft.
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
Abandoned Call Back
Provides a list of all abandoned calls, with CallerID and time stamp, allowing supervisors to send these calls to Agents for call back and reporting
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