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For information about Dashboards, see DashboardsReal-time Analytics.
Real Time
Using Real Time you can monitor and manage calls, queues, service levels, agent states and group states. You can also manage your users, groups, queues and user licenses.
To find out about Real Time, see Real Time (legacy).
Interaction Plans Architect
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For information about using Stats and Reports, go to Stats and Reports (legacy).
IVR Data Collector
The IVR Data Collector is part of Vonage 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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- 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 (Audit Log).
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.
Vonage Contact Center customers have the ability to delete personal data from their VCC account using the Right to be Forgotten option which removes selected call recordings, their meta data including call transcriptions in all VCC databases and anonymizes matching identifiers in the VCC statistics tables.
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For information about configuring and using Supervisor Monitoring, see Supervisor Monitoring.
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Whisper Coaching is not available using VCC with VBC Express. For CXCloud Elevate, see also Whisper Coaching (CXCloud Elevate only) later in this page. |
Visual Voicemail (CXCloud Elevate only)
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For information about visual voicemail, see Voicemail.
Whisper Coaching
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If enabled, a supervisor can listen to an in-progress inbound or outbound call. In whisper coaching mode, the supervisor can listen to the conversation between the agent and the customer. The supervisor can speak to and coach the agent live during the call, but the customer cannot hear anything that the supervisor says. If the call is recorded, that the supervisor makes are also recorded.
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