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For more information, see Interaction Plans Architect.
Stats and Reports
In the Stats and Reports area of the VCC Admin Portal, you can view and report on contact center statistics. You have access to a set of predefined reports as well as the ability to modify existing reports and create new reports. You can view data in tabular or graphical format online or in scheduled email reports You can also export raw statistical data.
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- View system activity including log in attempts, applet updates, and user access changes. For information about viewing this information, see Viewing and downloading system activity (System Audit Log).
Raise a Right to be Forgotten request
For information about raising a Right to be Forgotten request, see Raising a Right to be Forgotten request for Vonage to process.Info The General Data Protection Regulation (GDPR, effective as of May 25, 2018) requires data processors to provide methods to their customers to remove all personal data from the applications and systems.
Vonage Contact Center customers have the ability to delete personal data from their VCC account using the Right to be Forgotten option which removes selected call recordings, their meta data including call transcriptions in all VCC databases and anonymizes matching identifiers in the VCC statistics tables.
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For information about configuring these and other settings, see Editing System Configuration (Account Settings).
User Admin
In the User Admin area of the VCC Admin Portal, you can manage your users, skills, groups, and skills. You can create, edit, and delete users, skills, groups and schedules individually, or perform some management tasks on many users at a time.
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For information about these functions, see Working with an inbound callMaking and receiving calls in ContactPad, Making an outbound calland receiving calls in ContactPad, Making an outbound conference calland receiving calls in ContactPad.
Call History
In the call history area of ContactPad, agents can view all outbound calls they have made using ContactPad. The agent can click the dialed number in the call history area to make another outbound call to the same number. For information about the Call History feature, see Call history.
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Whisper Coaching is not available using VCC with VBC Express. For CXCloud Elevate, see also Whisper Coaching (CXCloud Elevate only) later in this page. |
Visual Voicemail (CXCloud Elevate only)
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