Unity Agent enhances the Call Center Agent experience and is a Microsoft Windows based application that provides point and click call control, ACD State functions (login/logout/unavailable/wrap up, etc), agent & queue statistics, embedded chat and presence, screen pop, agent reporting, and workgroup collaboration. This application streamlines call handling and offers agents the critical tools needed to deliver great customer service.

Resources

Advanced Screen Pop

Evolve IP can provide custom screen pop and IVR solutions allowing customers to gather and cache caller information from the caller and then pop the agent to a Evolve IP-hosted website, or a Customer-hosted website or a third-party CRM.  Customers should contact their Client Technology Advisor for more information.

FAQs

Q: How should I setup Unity Agent for my employees?

A: Review our Best Practices Guide.

Q: How come some or all of the Agent’s queues are not appearing in their Personal Wallboard?

A: In Unity Agent, navigate to Settings (button) > Settings > Authentication > Call Center > .  Under Default Password enter the password for the Call Center queue(s) then click the green OK check to save.  This password is created during installation and can be reset in OSSmosis Call Centers (TIP: assign all Call Center queues the same password).

Once completed, the Agent will see the Personal Wallboard below the Toolbar and above the Active Calls section:Unity Agent Personal Wallboard

Q: Why is Unity displaying “Error Message: Either the password entered  for the call centers is not valid or has expired.”?

A: The queue password is created during installation and can be reset in OSSmosis Call Centers (TIP: assign all Call Center queues the same password). Once set in OSSmosis, see the question above to activate this queue inside the Personal Wallboard.  NOTE: this error does not prevent Agents from received ACD / Queue calls.  Instead this only prevents the queue(s) from appearing in Unity Agent’s Personal Wallboard.