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

Unity Supervisor supports all current services and historical reports on Broadsoft and adds custom functionality, such as capturing the CLI for abandoned calls and supporting group chat to monitored Agents. Supervisor also includes all Agent functionality for those users who are actively taking ACD calls but also needing tools to monitor other Agents and queues

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 Control
  • Chat/Messaging
  • Voicemail Access
  • Call Recording Control
  • Hot Desking & Flexible Seating

Supported Features

alert 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 queue availability of Agents [available, unavailable, wrap-up, sign-in, sign-out] and Join or Leave agents from queues

agent-chat Agent Chat

Automatically IM all Agents that are assigned to any queue from within Personal Wallboard.

historical-report Historical Reports

All reports currently available on BroadSoft DBS server can be accessed through Unity.

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 monitored user in Contacts, the Supervisor can barge-in, for example if they have received a chat requesting assistance from an Agent

abandoned-call Abandoned Call Back

Provides a list of all calls, with CallerID and time stamp, that have abandoned into call centres being managed by the Supervisor. Allows Unity Supervisor to send these calls to Agents for call back and reporting. Optional CRM Connector will list abandoned calls that came from CRM Leads or Contacts

silent-mobile Silent Monitoring

Supervisors can discreetly listen in to a selected Agents next call, their current call or all calls

Supervisor Add-Ons

contact0-center

Contact Center

Unity Agent can handle all incoming calls, web chats, callback requests and tweets from within a single interface

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deep-crm

CRM Connector

Do it once and get it right first time. Unity CRM Connector completely unifies all customer contact, including calls, emails and web-chats…

Read More

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BroadSoft Service ProviderEnd User Customer or Reseller