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.
A Vonage Contact Center user can have one of the following licenses:
Supervisor. A user who can perform normal day-to-day call center tasks. A supervisor can access and perform limited tasks within Real Time, Dashboards, Stats and Reports and System Settings.
Supervisor users can view and edit other users, groups and skills in User Admin according to their assigned permissions. |
An admin user can also install Vonage Contact Center into Salesforce.
Admin users can view and edit other users, groups, skills and schedules in User Admin. |
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 configuring skills-based routing, see Setting up skills based routing.
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. |
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.
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.
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, and Configuring schedules.
If you want to create or edit multiple users at the same time, you have a few different options: