Embrace Forward-Thinking Supervision
Browser-based and simple to navigate, Unity Supervisor is a powerful, feature-rich platform, designed to facilitate exceptional management and performance tracking. Enhance the leadership capabilities of supervisors and team leaders and gain actionable insights through real-time performance information on agents and queues. Built for Cisco BroadSoft.
Key Benefits
Access Anywhere
A true ‘access from anywhere’ solution. Unity Supervisor Web combines browser-based access with cloud architecture to create the perfect system for plug and play usage.
Future-proof
Designed to grow with customer service teams as they expand. Simple provisioning and quick onboarding, thanks to an easy to learn interface, makes Supervisor Web the optimum tool for today and tomorrow.
Queue Management
Reorder, re-task and redefine queue management. Customizable thresholds and alerts allow supervisors to respond to queue variables instantly. Re-assign agents to critical queue or reorder queues to reduce the burden on agents and more.
Promote Callers
Never miss an opportunity. Important or previously abandoned callers can be promoted to the top of a queue.
Dynamic Agent Management
Exceptional agents require exceptional management. The Agent Activity tab allows easy access to all agents, or those for a specific queue. Supervisors can immediately change an agents ACD state or ‘Join/Leave’ them to queues as required
Personal Wallboard
Constant, real-time insights are key for critical decision making. Keep on track of key performance indicators with Supervisor Web, which displays queue information including calls in queue, longest wait, total calls, calls answered, missed calls, average wait and average talk time.
Support, Escalate and Empower
Take control of an intuitive toolkit to provide direct assistance and empower agents. Silent monitoring allows supervisors to listen in on current conversations for review and support, whilst barge-in options allow for an instant response to an escalation.
Key Features
Agent Chat
Automatically instant message all agents that are assigned to any queue easily from within the Personal Wallboard.
Staffed Ratio
Reorder and re-task as necessary. See the total number of agents currently joined to a queue comparative to the total number of agents assigned to the queue.
Historical Reports
All historical reports currently available on BroadSoft DBS server can easily be accessed through Unity Supervisor.
Thresholds and Alerts
Thresholds can be set against calls in queue, missed calls or average wait, all configured on a per queue basis.
Related Insights
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