Real Time (legacyUnite (omni-channel routing) is now deprecated. - To create and manage agents and groups, use User Admin the VCC Admin Portal.
- To monitor the performance of your Vonage Contact Center account, use Real-time Analytics, Historical Analytics, and Team Monitoring.
- To monitor agents' interactions, log agents in to VCC, and change agents' states, use Team Monitoring.
For more information, see User Admin, Real-time Analytics, Historical Analytics, and Team MonitoringTo route cases, use Salesforce external routing. For information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution. |