User administration in the Vonage Contact Center Admin Portal

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 (non-agent) users
• Real Time—for creating agent users and linking them to supervisor users also enabled as agents
• User Access—for creating and managing supervisor users

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.

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.

In the User Admin area, administrators can:

Create agent and non-agent (supervisor) users

• set users' personal data, such as username, name, email and so on
• set the users' license status (license type, activity status)
• define other user settings, like logout or routing settings (for agents) or group, queue and line permission settings (for supervisor and wallboard users)

Create groups

• define group names
• add users to a group

Create skills

• define skill names
• assign users to a skill

Create schedules

• define names, select actions, and rules for schedules
• assign users to schedules

Create permission groups (to come)

Real Time features

Real Time functionality overlaps with User Admin in several areas. User Admin is the recommended module for dealing with user administration, however there are certain tasks administrators can complete only within Real Time. This section provides a brief overview of features differentiating Real Time from User Admin. For detailed information on Real Time, see Real Time.

In Real Time, administrators can:

Create agent users

Administrators can create and manage only agent users here. To create non-agent users, administrators must use User Admin.

Delete agent users

Administrators can delete agents in Real Time. They cannot delete users in User Admin.

Link agents with supervisor users

Administrators cannot create supervisor users in Real Time, however they can link agents with voice-enabled supervisors.

Add outbound CLIDs

When creating or editing an agent in Real Time, apart from adding personal data, administrators can also define outbound CLIDs. Adding outbound CLIDs is currently not available in User Admin, administrators can only restrict the callback numbers already added.

Monitor calls in progress

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

Administrators can use the User Access area mainly for configuring and editing non-agent user settings, as well as for resetting passwords for such users. The following are the main features differentiating User Access from User Admin. For more information, see Configuring user access.

Create non-agent users

In User Access, administrators can only create non-agent users, such as supervisor. Administrators can reset account passwords, send forgotten password links to other users and edit non-agent user settings.

Delete non-agent users

Administrators can delete non-agents in User Access. They cannot delete users in User Admin.

Add links to additional accounts

Administrators can link a user account with additional accounts which they can control permissions for. 

Edit user permissions within individual accounts

Similarly to User Admin, User Access allows for setting group, queue and line permissions. Administrators can set granular permissions to specific areas of the VCC Admin Portal, such as applets or areas—such granularity is not available in User Admin.