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ContactPad

ContactPad is the main interface that agents use when handling interactions within the VCC Admin Portal.

For information about ContactPad, see ContactPad.

Skill Management

Manage skills and assign skills to agents.

For information about managing skills, see Skill Management.

Virtual Queues

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.

Real Time

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.

Interaction Architect

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.

Call Recordings

Search call recordings by Dialled Number, Caller's Number, Agent, Date, and so on. For information about the Call Recordings, see Call Recordings.

System AuditView 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).
System Settings

Manage passwords, single sign-on, short codes, agent states, and APIs.

For information about system settings, see Editing System Settings.

User Access

Manage individualĀ User access rights to the key modules of the VCC Admin Portal. For information, see Configuring user access.

Salesforce AdministrationProvide Salesforce credentials to link your VCC Admin Portal account to your Salesforce account. For information, see Linking Vonage Contact Center to a Salesforce account.



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