Administrators can perform the bulk of day-to-day user administration in the VCC Admin Portal using User Admin. However, administrators need to use other areas of the platform to complete certain aspects of user configuration. This topic provides an overview of modules and areas where supervisors and agents can complete various user-related tasks. In general, the areas involved when performing comprehensive user administration are:
- User Admin—For creating and managing both agent and supervisor users.
- Real Time—No —Managing users and groups is no longer supported . in Real Time will be . This functionality was removed on September 6th, 2021.
- User Access—For editing linked account permissionslinking accounts.
Administrators can click the respective menu items to access the above sections in the VCC Admin Portal. The following sections describe the differences between the areas and specific user administration features they offer.
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User Admin features
We recommend that administrators use the User Admin area for performing most of the user administration related tasks. Administrators can manage users—both agent and supervisor—and assign them to skills, groups, and schedules. This section provides a brief overview of the area; for detailed information, see User Admin.
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- Manage skills that an agent, or supervisor user acting as an agent, has
- Manage groups that an agent, or supervisor user acting as an agent, is in
- Manage the percentage of capacity used by different types of interaction for an agent, or a supervisor acting as an agent
Configure permissions
- Define
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- the permission level—read or write—a supervisor has to groups of users, queues, lines, and so on
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- Define the permission level supervisor and admin users have to VCC features
Real Time features
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| No Managing users and groups is no longer supported . in Real Time will be . This functionality was removed on September 6th, 2021. |
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In Real Time, administrators can also monitor agent calls that are currently in progress. This feature is not available in User Admin.
User Access features
The following are the main features differentiating User Access from User Admin. For more information, see Configuring user access.
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Administrators can link a user account with additional accounts which they can control permissions for.
Edit user permissions within individual accounts (deprecated)
Similarly to User Admin, User Access allows for setting group, queue and line permissions. Administrators can set granular permissions to specific areas of the VCC Admin Portal, such as applets or areas—such granularity is not available in User Admin, and feature permissions. This area is deprecated and will be retired at some point in the future. We recommend that you use User Admin to configure permissions.