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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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. |
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For information about creating, editing, and viewing schedules, and adding users to schedules, see Configuring logout schedules.
Schedules and intended states
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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, Configuring logout 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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