Agents and supervisors in Vonage Contact Center
- Helen Griffith
- Dawid Wietrzykowski (Unlicensed)
Two main types of user who can perform tasks in the VCC Admin Portal are agents and supervisors.
Agents can access Vonage Contact Center's ContactPad. For information about ContactPad, see Getting started with ContactPad. Agents are created in Real Time or User Admin, by supervisors who have the required level of access.
Supervisors can also access ContactPad, but can perform additional tasks in the VCC Admin Portal.
A supervisor is a VCC Admin Portal user, created in the User Admin or User Access areas of the VCC Admin Portal. For information about creating VCC Admin Portal users, see Configuring individual users.
A supervisor has a user type, which determines the account user role they can have in each of the contact center accounts they can access. For information about user types, see Vonage Contact Center user types. A supervisor also has an account user role which determines the VCC Admin Portal features that the supervisor can access. For information about account user roles, see Vonage Contact Center account user roles. In User Admin, user types and account roles are referred to as types and licenses. For mappings between them, see User Admin types and licenses.
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