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:
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.
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:
Creating and managing groups is also available in Real Time. For more information, see Real Time. |
Creating and assigning skills is also available in Skill Management. For more information, see Skill Management. |
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:
Administrators can create and manage only agent users here. To create non-agent users, administrators must use User Admin.
Administrators can delete agents in Real Time. They cannot delete users in User Admin.
Administrators cannot create supervisor users in Real Time, however they can link agents with voice-enabled supervisors.
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.
In Real Time, administrators can also monitor agent calls that are currently in progress. This feature is not available in User Admin.
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.
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.
Administrators can delete non-agents in User Access. They cannot delete users in User Admin.
Administrators can link a user account with additional accounts which they can control permissions for.
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.