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Vonage Contact Center portal
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| Using VBC CXCloud Express or CXCloud Elevate, not all features within each NewVoiceMedia Vonage Contact Center portal area are available. See each area for information about included and excluded features. |
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In the Skill Management area of the NewVoiceMedia Vonage Contact Center portal, you can create, edit and delete skills and assign skills to agents.
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The Dashboards area of the NewVoiceMedia platform provides VCC Admin Portal provides an interactive, near real-time display of insights into your NewVoiceMedia Vonage Contact Center account's activity. Dashboards enable you to monitor and improve your customer service and sales experience. Dashboards are made up of various visual components (widgets). Widgets come in the form of tables, charts, bars, lines and so on, and represent past and current activity in the NewVoiceMedia Vonage Contact Center account.
Data that can be displayed in widgets include:
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In Interaction Architect, you can design call flows using NewVoiceMedia Vonage Contact Center applets. Interaction Architect contains a large number of different types of applets. These applets enable you to customize how calls are routed to your agents.
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You have access to a subset of applets using VCC with VBC CXCloud Express. The following applets are available:
In addition, using CXCloud Elevate the following applets are available: |
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In the Stats and Reports area of the NewVoiceMedia platformVCC Admin Portal, you can view and report on contact center statistics. You have access to a set of predefined reports as well as the ability to modify existing reports and create new reports. You can view data in tabular or graphical format online or in scheduled email reports You can also export raw statistical data.
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The IVR Data Collector is part of NewVoiceMediaVonage Contact Center's Interactive Voice Response (IVR) system. Using IVR Data Collector, you define where to save information that callers provide (IVR slots). Such information may include the caller's DTMF input in the IVR or a voice recording.
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You can collect only single digits from callers using VBC CXCloud Express; you cannot collect strings of digits or audio. Using VCC with VBC CXCloud Elevate, you can collect multiple digits. |
To find out more about the IVR Data Collector, go to IVR Data Collector.
Call Recordings
NewVoiceMedia Vonage Contact Center can record all inbound and outbound calls. Go to the Call Recordings area of the NewVoiceMedia platform VCC Admin Portal to access call recordings for your account. In Call Recordings you can search and filter recordings based on various details. These details include the number that the caller dialed, the caller’s number, the agent who handled the call, the date of the call, and so on.
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- View system activity including log in attempts, applet updates, and user access changes. For information about viewing this information, see Viewing and downloading system activity (System Audit).
Raise a Right to be Forgotten request
For information about raising a Right to be Forgotten request, see Raising a Right to be Forgotten request for Vonage to process.Info The General Data Protection Regulation (GDPR, effective as of May 25, 2018) requires data processors to provide methods to their customers to remove all personal data from the applications and systems.
NewVoiceMedia Vonage Contact Center customers have the ability to delete personal data from their NVM VCC account using the Right to be Forgotten option which removes selected call recordings, their meta data including call transcriptions in all NVM VCC databases and anonymizes matching identifiers in the NVM VCC statistics tables.
System Settings
Configure basic NewVoiceMedia platform VCC Admin Portal settings in the System Settings area. You can perform tasks that include:
- Setting PIN numbers for the telephone numbers associated with your NewVoiceMedia Vonage Contact Center account.
- Configuring of outbound call settings
- Setting account location and default display format for telephone numbers
- Managing passwords
- Adding short codes
- Configuring agent states
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In the User Admin area of the NewVoiceMedia platformVCC Admin Portal, you can manage your users, skills, groups, and skills. You can create, edit, and delete users, skills, groups and schedules individually, or perform some management tasks on many users at a time.
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Manage individual user access rights to the key modules of NewVoiceMedia Vonage Contact Center in the User Access area.
For information about using User Access, see Configuring user access.
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The Absolute Priority feature enables you to set a priority in the Queue - Set Priority (QSP) applet to prioritize specific interactions. NewVoiceMedia Vonage Contact Center uses the priority to prioritize calls regardless of other settings within your account.
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- Putting a caller on hold. The caller will hear configured on-hold music.
- Consulting with a third party. Third parties are other ContactPad agents and non-NewVoiceMedia Vonage Contact Center users using off-system numbers.
- Three-way conferencing. Three-way conferencing involves the caller, ContactPad agent and one third party.
- Transferring a caller to a third party. The third party can be a queue, another ContactPad agent or a non-NewVoiceMedia Vonage Contact Center user using off-system numbers.
- Using default on-hold music. The on-hold music was created by NewVoiceMedia Vonage Contact Center and is therefore in the ownership of and an asset of Vonage. You can use the music in any country and the music will not be subject to any infringement claim by a third party.
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If an agent experiences an issue with the quality of a call, using the Call Quality Logging feature, the agent can report the issue to NewVoiceMedia Vonage Contact Center from within ContactPad. To find out how agents can report such issues, see Reporting bad call qualityproblems.
Call Recording
Inbound and outbound calls agents make and receive are recorded by NewVoiceMedia; NewVoiceMedia Vonage Contact Center; Vonage Contact Center can also record transferred calls.
Agents can pause and resume the recording of calls in ContactPad. If enabled for your account, NewVoiceMedia Vonage will record an agent's side of the call only (agent-only or single-sided recording). For more details about the Call Recording feature, see Call recording.
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The Call Recording Player enables you to play back a call recording in the NewVoiceMedia platformVCC Admin Portal. Using the Call Recording Player, you can perform the following tasks:
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To find out how to perform these tasks, see Listening to and commenting on a call an audio recording.
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Using VBC CXCloud Express or CXCloud Elevate, the features for commenting on and analyzing call recordings are not available. |
Call Recording Retention
Contact your NewVoiceMedia Vonage Contact Center account manager for information about how long NewVoiceMedia Vonage Contact Center retains your call recordings in the NewVoiceMedia platformVCC Admin Portal.
Call Steering
The Call Steering feature describes how NewVoiceMedia Vonage Contact Center uses single-digits input by callers to determine where to route inbound calls. The single digits that callers provide—using their telephone keypad—correspond to options in one or more simple menus in your call plans.
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| Using VBC CXCloud Express or CXCloud Elevate, NewVoiceMedia Vonage Contact Center does not dynamically route calls based on other call-related data such as the dialed number, caller's CLID, or any CRM data associated with the caller. |
For information about configuring NewVoiceMedia Vonage Contact Center to use a menu to route calls, see Menu - Tone applet.
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ContactPad is the main user-interface for using agent features and functions of VBC CXCloud Express or CXCloud Elevate. ContactPad is a stand-alone mode accessible through the NewVoiceMedia Vonage Contact Center portal.
For information about ContactPad, see ContactPad.
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If you configure a break out based on estimated wait time, when the estimated wait time for a call exceeds the configured breakout time, NewVoiceMedia Vonage Contact Center routes the call to another applet
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With equal call distribution, NewVoiceMedia Vonage Contact Center distributes calls more equally between available agents. The following types of equal call distribution are available:
- Random
With random call distribution, NewVoiceMedia Vonage Contact Center allocates the calls on a random basis. - Agent waiting longest since inbound call
This method distributes inbound calls to all agents evenly.
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An intended state is the state—other than Ready—that an agent wants to be in after their current interaction. The agent can change their intended state while in a Busy state. NewVoiceMedia Vonage Contact Center puts the agent into their intended state at the end of the interaction's wrap time.
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The Leave Voice Message feature enables a caller to leave voice messages for agents within a NewVoiceMedia Vonage Contact Center account. When a caller leaves an agent a voice message, NewVoiceMedia Vonage Contact Center sends the agent an email containing a link to that voice message. To find out how to use voicemail, see Voicemail.
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When an agent makes an outbound call, the NewVoiceMedia platform VCC Admin Portal presents a number to the person they are calling. The person receiving the call can use this number to identify who the incoming call is from and optionally use the number to call the agent back another time.
In the NewVoiceMedia platformVCC Admin Portal, the number presented to the person the agent is calling is called the callback number, or outbound CLID.
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Post-Call Survey (CXCloud Elevate only)
In NewVoiceMedia Vonage Contact Center you can use a post-call survey at the end of an inbound or outbound call to gather feedback from callers. Depending on your configuration, the call is either transferred to the post-call survey when the agent hangs up, or when the agent dials a short code that routes the call to the number that the post-call survey is configured for.
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Traditionally interactions are routed to the longest waiting agent. With skills based routing, NewVoiceMedia Vonage Contact Center routes all types of interactions to the agents who are best equipped to handle them. Agreement based routing enhances skills based routing. With agreement based routing, NewVoiceMedia Vonage Contact Center prioritizes interactions, according to the configured service level agreement (SLA) for a virtual queue. A virtual queue is a group of interactions requiring a specific combination of skills. NewVoiceMedia Vonage Contact Center aims to route all interactions to keep in line with SLAs.
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An extension to Call Recording, the Stop Recording on Transfer feature stops NewVoiceMedia Vonage Contact Center recording a call transferred outside the NewVoiceMedia platform VCC Admin Portal (external transfer/off-system transfer).
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| You must contact your NewVoiceMedia Vonage Contact Center account manager to enable Stop Recording on Transfer. |
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Supervisor Monitoring
Using VCC with VBC CXCloud Express or CXCloud Elevate, supervisors can silently monitor a conversation between an agent and the caller or dialed party. Supervisors can also establish a three-way conference call between themselves, the agent and the other party.
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Whisper Coaching is not available using VCC with VBC CXCloud Express. For CXCloud Elevate, see also 1533542497. |
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