In the User Admin area of the NewVoiceMedia platformVCC Admin Portal, you can manage your users, skills, groups, and schedules. You can manage users, skills, groups and schedules individually, or perform some management tasks on many users at a time.
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- Agent. A user who can handle inbound and outbound interactions. In addition to their default access, you can configure agents to have access to their own call recordings or all call recordings.
- Wallboard. A user who can view real-time data (in Real Time) but no other NewVoiceMedia platform VCC Admin Portal features.
Supervisor. A user who can perform normal day-to-day call center tasks. A supervisor can access and perform limited tasks within Real Time, Dashboards, Stats and Reports and System Settings.
Info Supervisors can view—but not edit—other users, groups and skills in User Admin. - Admin. The highest level of NewVoiceMedia Vonage Contact Center user. An admin user perform all tasks within the NewVoiceMedia platform VCC Admin Portal including:
- Creating interaction plans in Interaction Architect
- Modifying System Settings
- Linking a NewVoiceMedia platform VCC Admin Portal account to Salesforce account.
An admin user can also install NewVoiceMedia Vonage Contact Center into Salesforce.
Info Admin users can view and edit other users, groups and skills in User Admin.
Voice-function
Voice-function determines whether the user can handle inbound or outbound interactions. Voice-function is enabled by default for agents. Supervisor and admin users can both have voice-function enabled. A voice-function-enabled supervisor or admin user can handle inbound and outbound interactions like an agent can.
What are skills?
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If you want to route interactions to users who can most effectively deal with those interactions, you must create skills and assign those skills to agents. You can then configure your interaction plans to tag incoming interactions with skills that are required by users to handle them.
What are groups?
You can then configure your interaction plans to route interactions to the groups using Automatic Call Distributor (ACD) and Universal Contact Distributor (UCD) applets. Insert excerpt _ExcerptWhatAreGroups _ExcerptWhatAreGroups nopanel true
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| An ACD applet routes calls to configured groups in the specified order, using the configured overflow settings; a UCD applet routes all types of interactions to the most appropriate user in all the configured groups, based on skills that the interactions require and the skills that the users are assigned. For more information about ACD and UCD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. |
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If the rule encounters a problem when trying to log out a user, NewVoiceMedia Vonage will keep trying for up to 30 minutes. After 30 minutes, NewVoiceMedia Vonage Contact Center stops trying. |
Users can still log out manually. If the user needs to carry on working after the rule has logged them out, they can log back in to ContactPad in the usual way.
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If a user is handling an interaction when the rule tries to log them out of ContactPad, the rule changes the user's intended state to Logged Out. The rule changes the user's intended state regardless of whether the user's account is configured to use intended states. NewVoiceMedia Vonage Contact Center automatically logs the user out when they finish working on the interaction, including any automatic wrap up time.
If a user is not handling an interaction when the rule tries to log them out of ContactPad, NewVoiceMedia Vonage Contact Center logs the user out immediately.
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- Import a CSV file to create and edit multiple users. For information about configuring multiple users, see Creating or editing multiple users from a CSV file.
- Use the bulk action box to edit settings for multiple users, assign skills to multiple users and add users to groups. For information about configuring multiple users in the bulk action box, see Configuring multiple users (using bulk actions).
- Use NewVoiceMedia Vonage Contact Center in Salesforce to create multiple NVM VCC user accounts from existing Salesforce users at the same time. For information about creating multiple NVM VCC users from Salesforce, see Creation of multiple Vonage Contact Center user accounts from Salesforce.
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