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Since Summer '20, you can configure different capacities for individual agents.
For information about configuring agent capacity, see How do I set interaction capacity for an agent user? in Configuring individual users.
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Since Summer '20, if enabled, administrators can configure capacity for live interactions—for example, calls—from 51% to 100%. If the capacity of a live interaction is less than 100%, VCC can potentially route a call to an agent who is busy on another type of interaction. Conversely, VCC can potentially route an email to an agent who is handling a call.
For information about configuring voice capacity, see Interaction Capacity Settings in Editing System Settings.
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The optimal load feature enables administrators to set agents' ideal capacity. An agent’s optimal load is the capacity that their assigned interactions should ideally consume to ensure the agent is best utilized. With optimal load, VCC will route semi- or non-live interactions to agents who are already working on such interactions, up to their optimal load. Agents who are idle therefore have enough capacity to handle live interactions which require at least 51% agent capacity. VCC will avoid routing interactions to agents whose assigned interactions consume more than their optimal load.
For information about configuring optimal load rating, see Configuring optimum load settings for multi-interaction routing in Configuring multi-interaction routing.
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When configured, agents can select disposition codes during and after their interactions in ContactPad. Administrators and supervisors can monitor and report on disposition codes in Dashboards.
For information about setting and reporting on disposition codes, see Call Logging, Logging a call in ContactPad, and Viewing disposition codes in Dashboards.
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Previously, in User Admin, admin users could assign skills to agents. Agents either have a skill or not. When an interaction that requires a specified skill arrives in VCC, VCC routes that interaction to any agent with that skill. VCC might have assigned the interaction to an agent with limited knowledge or experience in the skill, or to an agent who is an expert.
Since Spring Summer '20 and if enabled for your account, an admin user can assign a skill to an agent at a level from 1 through 10. A level of 1 indicates a low skill level, while 10 is the highest level of skill an agent can have. VCC assigns an interaction to the most appropriate available agent, based on the interaction’s mandatory and optional skills and skills levels of available agents. Admin users can use the Routing Simulator to work out the best configuration for their business needs.
For information about skill levels, see How do I define the proficiency of an agent user in a skill? in Configuring individual users and How do I assign a skill to a user? in Configuring skills.
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Interaction states are colored to help show when an agent is available to take a new interaction
Presence and interaction state colors match ContactPad state colors to improve consistency
Agent dashboards
Previously, dashboards were most commonly used by account supervisors or on a shared wallboard, but more recently contact center users have become remote. In recognition of this change, the Summer '20 release included read-only agent dashboards.
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To give you full visibility of the data retention settings for your account, we paused automatic deletion of content for all accounts in the Summer release. Admin users in your account will be prompted when they log in to review and update data retention settings for both interaction content, and agent and interaction statistics. When reviewed and updated, automatic deletion will be resumed. To avoid keeping data longer than required, you must review and update settings as soon as possible after the release.
For information about data retention, see Data Retention.
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In addition to this change, we further enhanced password security by checking active and new passwords against a database of more than half a billion passwords. These passwords have been previously exposed in data breaches or are insecure. When an agent logs in or changes their password, if their current or new password is compromised or insecure, the agent must change their password.
For information about enhanced password security, see Passwords in Vonage Contact Center.
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