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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
In Interaction Plans Architect, you can design call flows using Vonage Contact Center applets. Interaction Plans 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 Express. The following applets are available:
In addition, using CXCloud Elevate the following applets are available: |
For more information, see Interaction Plans Architect.
Stats and Reports
In the Stats and Reports area of the VCC 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.
For information about using Stats and Reports, go to Stats and Reports.
IVR Data Collector
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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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To find out more about the IVR Data Collector, go to IVR Data Collector.
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Interaction Content
Vonage Contact Center can record all inbound and outbound calls. Go to the Call Recordings the Interaction Content area of the VCC Admin Portal to access call recordings for your account. In Call Recordings In Interaction Content 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.
For information about Call RecordingsInteraction Content, see Call RecordingsInteraction Content.
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Audit Log
In System Audit Log, you can perform the following actions:
- 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)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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Configuration
Configure basic VCC Admin Portal settings in the System Settings Configuration area. You can perform tasks that include:
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For information about configuring these and other settings, see Editing System Configuration (Account Settings).
User Admin
In the User Admin area of the VCC 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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For information about audible notifications, see Call notifications in ContactPad.
Call Control
Call Control describes an agent's ability to use ContactPad to execute call control functions such as:
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For information about these functions, see Working with an inbound call, Making an outbound call, Making an outbound conference callMaking and receiving calls in ContactPad, Making and receiving calls in ContactPad.
Call History
In the call history area of ContactPad, agents can view all outbound calls they have made using ContactPad. The agent can click the dialed number in the call history area to make another outbound call to the same number. For information about the Call History feature, see Call history in ContactPad.
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The call history area does not display missed calls to personal queues. The Person Queue feature is not available in VBC CXCloud Express. |
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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 Vonage Contact Center from within ContactPad. To find out how agents can report such issues, see Reporting problems in ContactPad.
Call Recording
Inbound and outbound calls agents make and receive are recorded by 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, 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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See also 1533542497also Stop Recording on Transfer later in this page. |
Call Recording Player
The Call Recording Player enables you to play back a call recording in the VCC 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, viewing, and commenting on an audio recordinginteraction content.
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Using VBC CXCloud Express or CXCloud Elevate, the features for commenting on and analyzing call recordings are not available. |
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For information about configuring Vonage Contact Center to use a menu to route calls, see Menu - Tone applet.
ContactPad
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 Vonage Contact Center portal.
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Dynamic Skill Tagging (CXCloud Elevate only)
Using Interaction Plans Architect you can tag incoming interactions with skills. Tagging an interaction with a skill indicates that the agent who handles the interaction must have that skill.
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For more information about the Extended Agent Presence feature, see Extended agent presence (calls) in ContactPad.
Flexible Working (CXCloud Elevate only)
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For information about flexible working, see Changing your telephone number in ContactPad.
Intended State
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. Vonage Contact Center puts the agent into their intended state at the end of the interaction's wrap time.
For more information about intended state, see Agent states.
Leave Voice Message
The Leave Voice Message feature enables a caller to leave voice messages for agents within a Vonage Contact Center account. When a caller leaves an agent a voice message, Vonage Contact Center sends the agent an email containing a link to that voice message. To find out how to use voicemail, see Voicemail in ContactPad.
Multiple/Flexible Outbound CLIDs (CXCloud Elevate only)
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For more information about third-party call recording, see Call recording.
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See also 1533542497Call Recording earlier in this page. |
Supervisor Monitoring
Using VCC with VBC 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.
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 1533542497. |
Visual Voicemail (CXCloud Elevate only)
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For information about visual voicemail, see Voicemail in ContactPad.
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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