In Real Time you deal mainly with graphical representations of agents, groups, and queues.
| Note |
|---|
NewVoiceMedia Vonage recommends managing agents and groups in the User Admin area. For more information, see Configuring individual users and Configuring groups. For information on managing agents and groups in Real Time, see below. |
An agent is a NewVoiceMedia platform VCC Admin Portal user who receives and makes calls using the agent interface (either ContactPad or ContactHub). In Real Time you can create, edit, inactivate, and monitor agents. For information on agents, see Creating an agent, Editing an agent, Inactivating an agent, and Monitoring an agent.
...
An Agreement in Real Time provides a supervisor with performance data about a service level agreement. Such data includes the number and percentage of interactions that NewVoiceMedia Vonage Contact Center routes to agents within the target time period compared with the target percentage. For information about monitoring agreements in Real Time, see Monitoring agreements. An agreement in the NewVoiceMedia platform VCC Admin Portal groups interactions according to a set of skills. The agreement defines the target percentage of these interactions that NewVoiceMedia Vonage Contact Center should route within the specified target time. For more information about agreements, see Agreement based routing.