_ExcerptVCCProductAreas

The interface used by users acting as agents. ContactPad is the term used to refer to all versions of ContactPad, including single-interaction ContactPad, multi-interaction ContactPad, and ContactPad (refresh).

Single-interaction ContactPad

A version of the ContactPad interface that allows users, acting as agents, to handle only one interaction at a time.

Multi-interaction ContactPad

A version of the ContactPad interface that allows users, acting as agents, to handle more than one interaction at a time.

For information, see ContactPad.

ContactPad (refresh)

The latest version of the ContactPad interface allows users, acting as agents, to handle more than one interaction at a time. ContactPad (refresh) has two distinct differences from previous versions: the use of iconography for buttons and the visibility of interaction channels.

For informaiton, see ContactPad Refresh.

Allows supervisors and admins to monitor agent activity within the VCC account, including agent presence changes and call monitoring.

For information, see Team Monitoring.

Contains interactive displays that provide insights into a VCC account's activity over the last 24 hours. The dashboards use near-real-time APIs to gather data that allows you to monitor and improve your customer service and sales experience.

For information, see Real-time Analytics.

Provides a historical view on VCC account activity. Historical Analytics consists of default and custom dashboards, and is integrated with a Business Intelligence (BI) tool called Looker, using its embedded view. Looker is Google's BI tool for visualizing and displaying data.

For information, see Historical Analytics.

The interface used by contact center supervisors for creating and managing agents and groups, logging agents in to VCC, changing agents' states, and monitoring the overall performance of the contact center. This interface has been replaced by Team Monitoring, User Admin, and Real-time Analytics and is now deprecated.

This product area enables users to manage users, skills, groups, licenses, and schedules. Users, skills, groups, licenses, and schedules can be managed individually or in bulk.

For information, see User Admin.

Allows searching for content related to interactions, that is, interaction content. The search returns interaction content for both inbound and outbound calls.

For information, see Interaction Content.

Made up of a series of modules — applets —  that admins can use to design interaction flows. Applets can make announcements; route interactions according to the time of day, callers CLID, or geographic region; queue calls; collect information using the IVR features; take messages; send SMS and emails; and so on.

For information, see Interaction Plans Architect.

Used for managing destinations and interaction plans, and mappings between them. Admins use Interaction Plan Management alongside Interaction Plan Architect to configure the routes inbound interactions take to reach the most appropriate agent or service for their needs.

For information, see Interaction Plans Manager.

Interacts with contacts, gathers information, and routes interactions to the appropriate recipient.

For information, see IVR Data Collector.

Administration contains areas of the product used throughout the maintenance of the VCC product, such as Audit Log and Data Source Mappings.

Records and stores significant activities or changes made within VCC for review and examination. It acts as a chronological set of records, often including details such as who performed the action, what the action was, when it happened, and sometimes, the outcome of the action.

For information, see Audit Log.

Product area in which administrators can import, create, and assign disposition codes for your account. Agents can add one of these codes to an interaction during, or shortly after, the interaction. Disposition codes help administrators understand the interaction outcome.

For information, see Interaction Logging.

Allows admins to map one or more data sources to a single name. This mapping consolidates data in the data sources where the data sources may represent the same or related data.

For information, see Data Source Mappings.

Enables admins to link users to accounts other than the one they were initially created in. This product area will be deprecated as soon as this functionality is available in User Admin.

For information, see Configuring user access.

This interface allows admins and supervisors to create API credentials for integrating third-party applications with VCC.

For information, see API Credentials.

Contains account-wide retention settings. Users with an admin license can change these settings, defining the frequency with which such data is automatically deleted from their account.

For information, see Data Retention.

Within the editor, admins can create categorization profiles with categories, subcategories, substitution, and redaction for Conversation Analyzer to analyze interactions.

For information, see 

Allows admins and supervisors to integrate their VCC with supported CRMs, such as Salesforce, Microsoft Dynamics 365, and Zendesk.

Allows admins and supervisors to customize the user interface of Vonage Meetings. Users can set the main color associated with their brand, which replaces the default Vonage color. They can also provide the logo that appears when the meeting starts — for both agents and contacts — and the icon that appears in the browser tab.

For information, see Configuring branding for Visual Engagement.

Allows admins to create and edit payment card industry (PCI) configuration settings for their account.

For information, see Payments in Vonage Contact Center.

Allows admins and supervisors to view VCC-related add-ons, integrations, and services offered by Vonage and trusted partners directly within VCC. These add-ons, integrations, and services can increase the power of Vonage Contact Center solutions.

For information, see Vonage Contact Center Marketplace.