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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What are users and user licenses?
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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.
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| Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions. |
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- 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.
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| Admin users can view and edit other users, groups, skills and schedules in User Admin. |
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ContactPad users
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.
For information about creating, editing, and viewing users including setting and updating their licenses, see Configuring individual users.
For information about viewing licenses, see Configuring user licenses.
What are skills?
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For information about configuring skills-based routing, see Setting up skills based routing.
For information about creating, editing, and viewing skills, and assigning skills to users, see Configuring skills.
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. |
For information about creating, editing, and viewing groups, and adding users to groups, see Configuring groups.
What are schedules?
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Users can still log out manually. If the user needs to carry on working after the rule has logged them out, they can log back in to ContactPad in the usual way.
For information about creating, editing, and viewing schedules, and adding users to schedules, see Configuring schedules.
Schedules and intended states
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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 and licenses, 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, and Configuring user licenses. 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.
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