In the User Admin area of the VCC 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.
Users can have access to ContactPad or not. Access to ContactPad determines whether a user can handle inbound or outbound interactions, or perform any other tasks in ContactPad. By default, agents have access to ContactPad, and supervisor and admin users can be given access. If a user has access to ContactPad enabled, the user is known as a ContactPad user.
For information about creating, editing, and viewing users including setting and updating their licenses, see Configuring individual users.
For information about viewing licenses, see Configuring user licenses.
For information about configuring skills-based routing, see Setting up skills based routing.
For information about creating, editing, and viewing skills, and assigning skills to users, see Configuring skills.
You can then configure your interaction plans to route interactions to the groups using Automatic Call Distributor (ACD) and Universal Contact Distributor (UCD) applets.
| Both applets route interactions to configured groups in the specified order, using the configured overflow settings. A UCD applet routes interactions to the most appropriate user in the applicable 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. |
For information about creating, editing, and viewing groups, and adding users to groups, see Configuring groups.
If the rule encounters a problem when trying to log out a user, Vonage Contact Center will keep trying for up to 30 minutes. After 30 minutes, 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.
For information about creating, editing, and viewing schedules, and adding users to schedules, see Configuring schedules.
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. 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, Vonage Contact Center logs the user out immediately.
If a user is in a fault state—such as Fault On Line, No Answer, Line Busy, or Network Congestion—at the scheduled logout time, VCC will not log them out at that time. If the user manually changes their state, or the the fault state times out, within the 30 minutes that VCC continues trying to log the user out, VCC will log them out when their state changes.
In User Admin, you can create, view, and edit individual users, skills, groups, and schedules. For information about these tasks, see Configuring individual users, Configuring skills, Configuring groups, Configuring schedules, and Configuring user licenses. You can also configure permissions for supervisor and admin users. For information about configuring permissions, see Configuring supervisor permission settings and Configuring admin and supervisor feature permissions.
If you want to create or edit multiple users at the same time, you have a few different options: