Call Center Supervisor And Agent


Masergy provides web clients to provide a feature-rich, intuitive interface for workers in busy contact centers, allowing agents and supervisors to quickly and easily manage and monitor incoming calls and queues. Web clients, accessible through any desktop browser, make it possible for users to work from anywhere with an internet connection. Masergy offers two clients to choose from for your Call Center needs – Broadworks and Unity clients. Both of these clients fully integrate with all Masergy applications including Voice, Video, Unified Messaging, Conferencing and Mobility, offering more than just a standalone call center application.


The Agent

The Agent web client lets agents quickly identify and answer incoming calls, manage active calls, manage their personal availability and easily escalate calls to supervisors. The intuitive browser interface allows agents to resolve issues quickly, enabling agents to increase productivity and thus increase customer satisfaction.

  • Broadworks Call Center Agent (Browser – Thin Client)
  • Unity Call Center Agent (Desktop Client – Thick Client)


The Supervisor

The Supervisor web client is designed to enable supervisors to monitor and manage their assigned agent and queue activity, with an embedded dashboard that makes it easy to supervise all aspects of the work flow in real-time. Supervisors may also run default or customized reports on agent and queue performance, based on either real-time or in-depth historical data.

  • Broadworks Supervisor (Browser –Thin Client)
  • Unity Supervisor (Desktop Client – Thick Client)
  • Unity Wallboard (Desktop Client – Thick Client)



Quick Guide


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