|Home||Link to homepage. Click Home at any time to close the menu and return to the homepage.|
ContactPad is the main interface that agents use when handling interactions within the VCC Admin Portal.
For information about ContactPad, see ContactPad.
Manage skills and assign skills to agents.
For information about managing skills, see Skill Management.
Configure virtual queues to enhance skills based routing and prioritize interactions based on their service level agreement.
For information about managing virtual queues, see Virtual Queues.
Monitor and manage calls, queues, service levels, agent states and group states using live contact center information. For information about Real Time, see Real Time.
Design call flows using announcements, timetables, IVR Menus, CTI Routers, Integration APIs for third parties. For information about Interaction Architect, see Interaction Architect.
|Stats and Reports|
Configure and run reports to be delivered on screen and in emails. For information, see Stats and Reports.
|IVR Data Collector|
Configure the Interactive Voice Response system to collect data from callers. For information about the IVR Data Collector, see IVR Data Collector.
Search call recordings by Dialled Number, Caller's Number, Agent, Date, and so on. For information about the Call Recordings, see Call Recordings.
|System Audit||View system activity including log in attempts, agent and applet updates, and user access changes. For information about System Audit, see Viewing and downloading system activity (System Audit).|
Manage passwords, single sign-on, short codes, agent states, and APIs.
For information about system settings, see Editing System Settings.
Manage individual User access rights to the key modules of the VCC Admin Portal. For information, see Configuring user access.
|Salesforce Administration||Provide Salesforce credentials to link your VCC Admin Portal account to your Salesforce account. For information, see Linking Vonage Contact Center to a Salesforce account.|