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FAQs

Why can't I see Analytics in the Vonage Contact Center (VCC) admin portal menu?

If you cannot see Analytics in the VCC admin portal menu, you do not have access to Analytics. Analytics is licensed-based and each user needs to have either a viewer or a creator license. For information about configuring users, please contact your Account Manager or Customer Success Manager.

Internal only

Currently user access to Analytics is done manually by Vonage. You can request user access for the accounts that has been already provisioned in this spreadsheet.

From the Q2 '22 release, you will be able to assign Analytics licenses to users in User Admin.  

What does the following message mean: You are not authenticated to view this page?

This message may appear for one of the following reasons:

  • You are accessing Analytics in private browsing (or incognito) mode. You cannot use Analytics in private mode; you must be logged in to VCC and use your browser in normal mode. 
  • You are not using a supported browser. For supported browsers and their versions, see the Tips section later in this page.
  • You need to clear your browsing history, including cached data and cookies. When you have done so, log back in to VCC.
  • Your browser is blocking required cookies. Check your settings and any add-ons that might be blocking cookies.
  • If using a VPN, you have lost your VPN connection.

Internal only

When being logged in as Vonage Partner/Employee/Admin user you are granted by default with creator access to Analytics. You will see Analytics item menu in each VCC account. However, not all accounts has been provisioned yet.

When accessing Analytics in the account that has not been provisoned yetm, you will see appropriate message.

We are planning to provision all VCC accounts with Analytics access across Q2 2022. 

For more information about Analytics rollout, please contact Unknown user from VCC Product Management Team.

Tips

Browsers

Supported browsers

Looker supports the current and previous major releases of the following browsers:

  • Chrome
  • Firefox
  • Edge
  • Safari

Each time a new browser version is released, Looker supports the newest version and stops supporting the third most recent version.

Private browsing mode

Analytics does not work in private browsing (or incognito) mode. In private browsing mode, your user cannot be authenticated and cannot view dashboards.

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Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.