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A Vonage Contact Center user can have one of the following VCC licenses:

  • Agent. A user who can handle inbound and outbound interactions. In addition to their default access, you can configure agents to have access to their own call recordings or all call recordings.
  • Wallboard. A user who can view real-time data (in Real Time) but no other VCC Admin Portal features.

  • 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, and System Settings.

    Permissions

    Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions.
  • Admin. The highest level of Vonage Contact Center user. An admin user perform all tasks within the VCC Admin Portal including:
    • 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.

    Admin users can view and edit other users, groups, skills and schedules in User Admin.

A VCC user may also have licenses for VCC products, such as Historical Analytics and Vonage Enhanced Noise Cancellation.

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