In the User Admin area of the VCC Admin Portal, you can manage your users, skills, groups, and schedules. You can manage users, skills, groups and schedules individually, or perform some management tasks on many users at a time.
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- Agent. A user who can handle inbound and outbound interactions. In addition to their default access, you can configure agents to have access to their own call recordings or all call recordings.
- Wallboard. A user who can view real-time data (in Real Time) but no other VCC Admin Portal features.
Supervisor. A user who can perform normal day-to-day call center tasks. A supervisor can access and perform limited tasks within Real Time, Dashboards, Stats and Reports and System Settings.
Info title Permissions Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions. - Admin. The highest level of Vonage Contact Center user. An admin user perform all tasks within the VCC Admin Portal including:
- Creating interaction plans in Interaction Plans Architect
- Modifying System Settings
- Linking a VCC Admin Portal account to Salesforce account.
An admin user can also install Vonage Contact Center into Salesforce.
Info Admin users can view and edit other users, groups, skills and schedules in User Admin.
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Users can have access to ContactPad or not. Access to ContactPad determines whether a user can handle inbound or outbound interactions, or perform any other tasks in ContactPad. By default, agents have access to ContactPad, and supervisor and admin users can be given access. If a user has access to ContactPad enabled, the user is known as a ContactPad user.
What are skills?
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For information about configuring skills-based routing, see Setting up skills based routing.
What are groups?
You can then configure your interaction plans to route interactions to the groups using Automatic Call Distributor (ACD) and Universal Contact Distributor (UCD) applets. Insert excerpt _ExcerptWhatAreGroups _ExcerptWhatAreGroups nopanel true
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| Both applets route interactions to configured groups in the specified order, using the configured overflow settings. A UCD applet routes interactions to the most appropriate user in the applicable groups, based on skills that the interactions require and the skills that the users are assigned. For more information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. |
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If a user is not handling an interaction when the rule tries to log them out of ContactPad, Vonage Contact Center logs the user out immediately.
Schedules and fault states
If a user is in a fault state—such as Fault On Line, No Answer, Line Busy, or Network Congestion—at the scheduled logout time, VCC will not log them out at that time. If the user manually changes their state, or the the fault state times out, within the 30 minutes that VCC continues trying to log the user out, VCC will log them out when their state changes.
What can I do with individual users, skills, groups, and schedules?
In User Admin, you can create, view, and edit individual users, skills, groups, and schedules. For information about these tasks, see Configuring individual users, Configuring skills, Configuring groups, and Configuring schedules. You can also configure permissions for supervisor and admin users. For information about configuring permissions, see Configuring supervisor permission settings and Configuring admin and supervisor feature permissions.
What can I do with multiple users, skills and groups?
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