9737 Washingtonian Blvd., Suite 350 • Gaithersburg, MD 20878 • www.broadsoft.com

BroadWorks Call Center Desktop ClientsPRODUCT DATA SHEET

BroadWorks Call Center Desktop Clients

BroadWorks® Call Center desktop clients provide a feature-rich interface for Call Center Agents and Supervisors. Fully integrated with BroadWorks, the clients are designed to support formal Call Center environments, where desktop clients help drive efficiency into business processes and improve the user experience for both customers and employees.

OverviewThe BroadWorks Call Center client is designed to provide the information, resources, and tools to help Call Center Agents and Supervisors perform their functions easily and efficiently.

Call Center Agents can quickly identify and answer incoming calls, manage their availability, manage active calls and view their perfor-mance history.

Call Center Supervisors can manage their assigned agents and queues, including monitoring real-time agent and queue activity, managing/redirecting queued calls and running detailed historical reports on agent and queue performance.

BenefitsFor the Service Provider:

• Branded desktop clients – Extend branding to the end user’s desktop.

• Address new market segments – Expand market share by addressing the unique needs of formal Call Centers.

• Fast ROI – Supports a web-based deployment model, reducing the cost of deploying the high-margin service.

For the Enterprise Customer:

• Efficient call management – Increase first call resolution since agents can quickly engage appropriate resources via online directories and escalation keys.

• Real-time and historical monitoring of Key Performance Indicators (KPIs) – Provides rich set of information and metrics to manage agents and queues.

• Remote monitoring of call centers – Supervisors can monitor real-time metrics from any location, including their home office.

PRODUCT DATA SHEET

BroadWorks Call Center Agent – Call Control Toolbar

BroadWorks Call Center Supervisor – Agent/Queue Monitoring Tab

BroadWorks Call Center Supervisor – Real-time Dashboard Tab

9737 Washingtonian Blvd., Suite 350 • Gaithersburg, MD 20878 • www.broadsoft.com

BroadWorks Call Center Desktop ClientsPRODUCT DATA SHEET

Advanced Reporting – Key FeaturesCall Center Dashboard – Monitor real-time Queue and Agent KPIs, such as calls in queue, average wait time, abandoned calls, agents available, agents on calls, % within service level, and many other Key Performance Indicators (KPIs).

Agent Activity Report – Generate real-time and historical report on performance of individual agents or groups of agents. KPIs include number of calls by call type, duration of ACD states by agents, and call duration by call state (talk, idle, etc).

Agent Utilization Report – Generate historical report on agent performance relative to the group. KPIs include number of calls by call type (ACD, Outbound), average duration by call type, and average duration of ACD state (talk time, handle time, etc).

Queue Performance Report – Generate real-time and historical report on queue performance and trends. KPIs include number of calls by state (answered, abandoned, overflowed), average duration (wait time, speed of answer, abandonment time), and percent by type (answered, abandoned, etc).

Service Level (SL) Report – Generate historical report that shows compliance against established service levels (eg answer 80% of calls within 20 seconds), Metrics include number of calls and percentage of calls within SL across multiple service levels.

Export Data to Excel – All reports include an option to export the data to Microsoft Excel, preformatted for ease of use.

Call Center Supervisor – Key Features• All Agent Features – Supervisors can be assigned as agents

and activate all Agent features

• Agent Monitoring and Management – Agent call state and duration – Agent ACD state and duration – Change Agent ACD state – Caller ID for active calls – Barge-In to active calls – Silent call monitoring

• Queue Monitoring and Management – Transfer queued calls – Re-order queued calls – Retrieve queued calls – View Calls in Queue – View Caller ID Name and Number – View Wait Time – View Queue status – Night Service, Holiday, Forced

Forwarding – View Queued call flags – Bounced call, Re-ordered call,

Entrance greeting in progress – Voicemail MWI and retrieval

• Manage Queue Settings – Manually enable Night Service and Forced Forwarding

Call Center Agent – Key Features

• Incoming Call Notification – Call Center/Campaign name, Caller Name and Num-

ber – Incoming call alert (‘toast’ popup) with option to divert

to voicemail, launch webpop, or launch outlook con-tact

• Set Agent ACD State • Call Control – Answer – accept an incoming call – Hold – place and retrieve call on hold – Transfer – transfer call to alternate queue, agent, or

user – Conference – engage additional parties in call – End – end active calls – Dial – initiate outgoing calls – Escalate – escalate calls to Supervisors

• Online Directories – Enterprise/Group directories, Speed Dials, Personal Directories, Call History

• Outlook Directory Integration• Click to Dial from any Directory • Agent Options – Set post call wrap-up time – Enable Do Not Disturb and Call Waiting – Enable Auto-Answer