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 (legacy)—Managing users and groups is no longer supported in Real Time. This functionality was removed on September 6th, 2021.
- User Access—For linking 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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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 Adding users to additional accounts and adding managees are the only tasks you can perform in User Access but not in User Admin. For more information, see Configuring user access.
Add links to additional accounts
Administrators In User Access, 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, 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 permissionsThey can also add managees to users.