Vonage Contact Center with VBC

Vonage Contact Center portal

Dashboards

The Dashboards area of the VCC Admin Portal provides an interactive, near real-time display of insights into your Vonage Contact Center account's activity. Dashboards enable you to monitor and improve your customer service and sales experience. Dashboards are made up of various visual components (widgets). Widgets come in the form of tables, charts, bars, lines and so on, and represent past and current activity in the Vonage Contact Center account.

Data that can be displayed in widgets include:

• Agents
• Skills (individual and combination)
• Interaction details
• Media types
• Presences and presence details
• Queues

You have access to a set of predefined dashboards. You can also change existing dashboards and create new dashboards.

For information about Dashboards, see Dashboards.

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.

Interaction Architect

In Interaction Architect, you can design call flows using Vonage Contact Center applets. Interaction Architect contains a large number of different types of applets. These applets enable you to customize how calls are routed to your agents.

For more information, see Interaction 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

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.

To find out more about the IVR Data Collector, go to IVR Data Collector.

Interaction Content

Vonage Contact Center can record all inbound and outbound calls. Go to the Interaction Content area of the VCC Admin Portal to access call recordings for your account. 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 Interaction Content, see Interaction Content.

System Audit

In System Audit, 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).

• 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.

  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.

System Settings

Configure basic VCC Admin Portal settings in the System Settings area. You can perform tasks that include:

• Setting PIN numbers for the telephone numbers associated with your Vonage Contact Center account.
• Configuring of outbound call settings
• Setting account location and default display format for telephone numbers
• Managing passwords
• Adding short codes
• Configuring agent states

For information about configuring these and other settings, see Editing System 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.

You can also import and export of multiple users from or to a CSV file.

To find out more about managing users, see User Admin.

User Access

Manage individual user access rights to the key modules of Vonage Contact Center in the User Access area.

For information about using User Access, see Configuring user access.

Features and functionality

Absolute Priority

The Absolute Priority feature enables you to set a priority in the Queue - Set Priority (QSP) applet to prioritize specific interactions. Vonage Contact Center uses the priority to prioritize calls regardless of other settings within your account.

For more information about Absolute Priority, see Prioritizing interactions.

Audible Priority Call Notifications

If enabled for your account, along with a visual notification, when a priority call is routed to you, the browser will play an audible chime. The chime will be played in your default output device.

For information about audible notifications, see Call notifications.

Call Control

Call Control describes an agent's ability to use ContactPad to execute call control functions such as:

• Putting a caller on hold. The caller will hear configured on-hold music.
• Consulting with a third party. Third parties are other ContactPad agents and non-Vonage Contact Center users using off-system numbers.
• Three-way conferencing. Three-way conferencing involves the caller, ContactPad agent and one third party.
• Transferring a caller to a third party. The third party can be a queue, another ContactPad agent or a non-Vonage Contact Center user using off-system numbers.
• Using default on-hold music. The on-hold music was created by Vonage Contact Center and is therefore in the ownership of and an asset of Vonage. You can use the music in any country and the music will not be subject to any infringement claim by a third party.

For information about these functions, see Working with an inbound call, Making an outbound call, Making an outbound conference call.

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.

Call Quality Logging

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.

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.

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:

• Play recording
• Rewind or fast-forward recording by 10 seconds
• Rewind or fast-forward to a specific place in the recording
• Mute recording playback
• Download recording

To find out how to perform these tasks, see Listening to and commenting on an audio recording.

Call Recording Retention

Contact your Vonage Contact Center account manager for information about how long Vonage Contact Center retains your call recordings in the VCC Admin Portal.

Call Steering

The Call Steering feature describes how Vonage Contact Center uses single-digits input by callers to determine where to route inbound calls. The single digits that callers provide—using their telephone keypad—correspond to options in one or more simple menus in your call plans.

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.

For information about ContactPad, see ContactPad.

Dynamic Overflow Routing—Estimated Wait Time Breakouts (CXCloud Elevate only)

If you configure a break out based on estimated wait time, when the estimated wait time for a call exceeds the configured breakout time, Vonage Contact Center routes the call to another applet

For information about estimated wait time breakouts, see Breakouts.

Dynamic Skill Tagging (CXCloud Elevate only)

Using Interaction 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.

For information about dynamic skill tagging, see Dynamic skill tagging.

Emergency Call Routing (CXCloud Elevate only)

Sometimes you might need to change the interaction plan used when a customer dials a particular number in your account. For example, in a disaster situation, you might need to divert calls to a standby interaction plan, or when the office is closed you might want to divert calls to an announcement that provides information about office hours.

For information about emergency call routing, see Changing the active interaction plan remotely.

Equal Call Distribution

With equal call distribution, Vonage Contact Center distributes calls more equally between available agents. The following types of equal call distribution are available:

• Random
  With random call distribution, Vonage Contact Center allocates the calls on a random basis.
• Agent waiting longest since inbound call
  This method distributes inbound calls to all agents evenly.

To find out more about the Equal Call Distribution feature, go to Call distribution.

Extended Agent Presence

The Extended Agent Presence feature enables agents to see the statuses—Available now, Interruptible, Logged in, Logged out—of other agents. These statuses appear in ContactPad when an agent clicks to transfer or consult with another agent during a call.

For more information about the Extended Agent Presence feature, see Extended agent presence (calls).

Flexible Working (CXCloud Elevate only)

The Flexible Working feature enables agents to change the telephone number that they receive inbound calls on and that they make outbound calls from.

For information about flexible working, see Changing your telephone number.

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.

Multiple/Flexible Outbound CLIDs (CXCloud Elevate only)

When an agent makes an outbound call, the VCC Admin Portal presents a number to the person they are calling. The person receiving the call can use this number to identify who the incoming call is from and optionally use the number to call the agent back another time.

In the VCC Admin Portal, the number presented to the person the agent is calling is called the callback number, or outbound CLID.

A call center account can have multiple callback numbers; if an account has multiple callback numbers, when an agent makes an outbound call, the agent can choose which callback number to present. If enabled for your account, the callback number can be selected dynamically for each outbound call.

For information about outbound CLIDs, see Callback numbers.

Post-Call Survey (CXCloud Elevate only)

In Vonage Contact Center you can use a post-call survey at the end of an inbound or outbound call to gather feedback from callers. Depending on your configuration, the call is either transferred to the post-call survey when the agent hangs up, or when the agent dials a short code that routes the call to the number that the post-call survey is configured for.

For information about post-call surveys, see Creating a post-call survey.

SLA Optimizer—Agreement Based Routing (CXCloud Elevate only)

Traditionally interactions are routed to the longest waiting agent. With skills based routing, Vonage Contact Center routes all types of interactions to the agents who are best equipped to handle them. Agreement based routing enhances skills based routing. With agreement based routing, Vonage Contact Center prioritizes interactions, according to the configured service level agreement (SLA) for a virtual queue. A virtual queue is a group of interactions requiring a specific combination of skills. Vonage Contact Center aims to route all interactions to keep in line with SLAs.

For information about agreement based routing, see Agreement based routing.

Stop Recording on Transfer

An extension to Call Recording, the Stop Recording on Transfer feature stops Vonage Contact Center recording a call transferred outside the VCC Admin Portal (external transfer/off-system transfer).

For more information about third-party call recording, see Call recording.

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.

Visual Voicemail (CXCloud Elevate only)

When the voicemail feature is enabled for your account, agents will notice some changes in ContactPad. Because the voicemail requires the call history feature, the message panel is replaced with the call history panel. Along with the All and Missed lists, a Voicemail list also appears. An agent can find, listen to, and delete voicemails in Voicemail list in the call history panel. An agent can also record a greeting that caller will hear if the agent is unable to answer their phone.

For information about visual voicemail, see Voicemail.

Whisper Coaching (CXCloud Elevate only)

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.

For information about whisper coaching, see Supervisor Monitoring.