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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.
For information about using Stats and Reports, go to Stats and Reports (legacy).
IVR Data Collector
The IVR Data Collector is part of Vonage Contact Center's Interactive Voice Response (IVR) system. Using IVR Data Collector, you define where to save information that callers provide (IVR slots). Such information may include the caller's DTMF input in the IVR or a voice recording.
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For information about audible notifications, see Call notifications in ContactPad.
Call Control
Call Control describes an agent's ability to use ContactPad to execute call control functions such as:
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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 in ContactPad.
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The call history area does not display missed calls to personal queues. The Person Queue feature is not available in VBC CXCloud Express. |
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If an agent experiences an issue with the quality of a call, using the Call Quality Logging feature, the agent can report the issue to Vonage Contact Center from within ContactPad. To find out how agents can report such issues, see Reporting problems in ContactPad.
Call Recording
Inbound and outbound calls agents make and receive are recorded by Vonage Contact Center; Vonage Contact Center can also record transferred calls.
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For more information about the Extended Agent Presence feature, see Extended agent presence (calls) in ContactPad.
Flexible Working (CXCloud Elevate only)
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For information about flexible working, see Changing your telephone number in ContactPad.
Intended State
An intended state is the state—other than Ready—that an agent wants to be in after their current interaction. The agent can change their intended state while in a Busy state. Vonage Contact Center puts the agent into their intended state at the end of the interaction's wrap time.
For more information about intended state, see Agent states.
Leave Voice Message
The Leave Voice Message feature enables a caller to leave voice messages for agents within a Vonage Contact Center account. When a caller leaves an agent a voice message, Vonage Contact Center sends the agent an email containing a link to that voice message. To find out how to use voicemail, see Voicemail in ContactPad.
Multiple/Flexible Outbound CLIDs (CXCloud Elevate only)
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For information about visual voicemail, see Voicemail in ContactPad.
Whisper Coaching
If enabled, a supervisor can listen to an in-progress inbound or outbound call. In whisper coaching mode, the supervisor can listen to the conversation between the agent and the customer. The supervisor can speak to and coach the agent live during the call, but the customer cannot hear anything that the supervisor says. If the call is recorded, that the supervisor makes are also recorded.
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