Vonage Contact Center Admin Portal user interface

In this page

When you log in to the VCC Admin Portal, you see the following webpage:

Vonage Contact Center home

Home page

The main area of the VCC Admin Portal's home page contains two elements:

  • Carousel
    The top of the home page includes a scrolling area that contains links to Vonage Contact Center news items. Click More info to open the news item in a new tab.
    Alerts you have not dismissed also appear at the top of the carousel. For information about alerts, see Alerts later in this page.
  • Components
    The bottom of the home page contains icons that represent VCC Admin Portal features. Click an icon to open the webpage for the related feature in the current tab.

Banner

VCC Admin Portal's banner is always present as you navigate around different areas of the VCC Admin Portal.

Vonage Contact Center banner

Hamburger and arrow icons button

By default, icons and menu item names appear in the menu. Click the arrow icon to shrink the menu to display only icons.

Arrow icon

Click the hamburger icon to display the menu item names again. For information about the menu, see 227225985.

Hamburger button

Alerts

Alerts are short messages about the status of Vonage Contact Center or your VCC Admin Portal account.

Click Alerts in the banner to view all alerts in the order of receipt—newest alerts appear at the top of the list. Some alerts have a More info link. Click this link for more information relating to the alert.

The number of alerts you have not dismissed appears on the alerts icon. To acknowledge, or dismiss, alerts, click the alert in the list. Until you have dismissed an alert, the alert appears in the list of alerts with pink dot on the right. When you have dismissed the alert, pink dot disappears.

You can receive four different types of alerts. The types are listed in the order of severity, highest severity first.

  • Danger
  • Warning
  • Information
  • Success

Higher severity alerts take priority over lower severity alerts; if you have more than one alert you have not dismissed, the most severe alert appears on the top of the alerts list. (If you have more than one alert with the highest severity, the most recent alert takes priority.) The dismissed alert is replaced with the next most severe alert.

Vonage Contact Centre alerts

The example shows four alerts you have not dismissed, one of each severity. The More info link indicates that more information about the alert is available.

Help

The Help menu contains three items:

Menu itemDescription
Home HelpA link to the 227225985 page within Vonage Contact Center Product Documentation.
Documentation HomeA link to Vonage Contact Center Product Documentation.
Product UpdatesA link to the Product Updates section within Vonage Contact Center Product Documentation.

VCC help

Account

The Account menu shows the logged in user's name and Vonage Contact Center account, and the following options:

Menu itemDescription
Switch Account

Click to log in using a different Vonage Contact Center account.

This item is only available if you have access to multiple accounts.

LogoutClick to log out of the VCC Admin Portal.

VCC Account

Menu

VCC Admin Portal's menu is always present as you navigate around different areas of the VCC Admin Portal. The menu contains all the features of the VCC Admin Portal configured and enabled for your account. The menu has a hierarchical tree structure with top levels items with nested subgroups of features from similar domain. 

The menu appears on the left side of the webpage, or at the bottom of the screen on a mobile device. By default, icons and menu item names appear in the menu. Click the hamburger button to shrink the menu to display only icons. Click again to display the menu item names again. 

To open the webpage for the related feature in the current tab, click a menu item. To open previous and next webpages, use the back and forward buttons in your browser. To open the top level item and display nested pages, click the chevron icon. The list of grouped features appears. You cannot collapse the top level menu item when nested page is opened.   

Only features available in your account will appear in the menu.

Product areaDescription
Agent interfaces

ContactPad

The interface used by users acting as agents. ContactPad is the term used to refer to all versions of ContactPad, including single-interaction ContactPad, multi-interaction ContactPad, and ContactPad (refresh).

Single-interaction ContactPad

A version of the ContactPad interface that allows users, acting as agents, to handle only one interaction at a time.

Multi-interaction ContactPad

A version of the ContactPad interface that allows users, acting as agents, to handle more than one interaction at a time.

For information, see ContactPad.

ContactPad (refresh)

The latest version of the ContactPad interface allows users, acting as agents, to handle more than one interaction at a time. ContactPad (refresh) has two distinct differences from previous versions: the use of iconography for buttons and the visibility of interaction channels.

For informaiton, see ContactPad Refresh.

Insights

Team Monitoring

Allows supervisors and admins to monitor agent activity within the VCC account, including agent presence changes and call monitoring.

For information, see Team Monitoring.


Real-time Analytics

Contains interactive displays that provide insights into a VCC account's activity over the last 24 hours. The dashboards use near-real-time APIs to gather data that allows you to monitor and improve your customer service and sales experience.

For information, see Real-time Analytics.


Historical Analytics

Provides a historical view on VCC account activity. Historical Analytics consists of default and custom dashboards, and is integrated with a Business Intelligence (BI) tool called Looker, using its embedded view. Looker is Google's BI tool for visualizing and displaying data.

For information, see Historical Analytics.


Real Time (legacy)

The interface used by contact center supervisors for creating and managing agents and groups, logging agents in to VCC, changing agents' states, and monitoring the overall performance of the contact center. This interface has been replaced by Team Monitoring, User Admin, and Real-time Analytics and is now deprecated.

User Admin

This product area enables users to manage users, skills, groups, licenses, and schedules. Users, skills, groups, licenses, and schedules can be managed individually or in bulk.

For information, see User Admin.

Interaction Content

Allows searching for content related to interactions, that is, interaction content. The search returns interaction content for both inbound and outbound calls.

For information, see Interaction Content.

Interaction PlansInteraction Plans contains areas of the product used throughout the configuration of VCC interaction plan, such as Interaction Plan Architect and Interaction Plan Manager.

Interaction Plan Architect

Made up of a series of modules — applets —  that admins can use to design interaction flows. Applets can make announcements; route interactions according to the time of day, callers CLID, or geographic region; queue calls; collect information using the IVR features; take messages; send SMS and emails; and so on.

For information, see Interaction Plans Architect.


Interaction Plan Manager

Used for managing destinations and interaction plans, and mappings between them. Admins use Interaction Plan Management alongside Interaction Plan Architect to configure the routes inbound interactions take to reach the most appropriate agent or service for their needs.

For information, see Interaction Plans Manager.


IVR Data Collector

Interacts with contacts, gathers information, and routes interactions to the appropriate recipient.

For information, see IVR Data Collector.

Administration

Administration contains areas of the product used throughout the maintenance of the VCC product, such as Audit Log and Data Source Mappings.


Audit Log

Records and stores significant activities or changes made within VCC for review and examination. It acts as a chronological set of records, often including details such as who performed the action, what the action was, when it happened, and sometimes, the outcome of the action.

For information, see Audit Log.


Call Logging

Product area in which administrators can import, create, and assign disposition codes for your account. Agents can add one of these codes to an interaction during, or shortly after, the interaction. Disposition codes help administrators understand the interaction outcome.

For information, see Call Logging.


Data Source Mappings

Allows admins to map one or more data sources to a single name. This mapping consolidates data in the data sources where the data sources may represent the same or related data.

For information, see Data Source Mappings.


User Access

Enables admins to link users to accounts other than the one they were initially created in. This product area will be deprecated as soon as this functionality is available in User Admin.

For information, see Configuring user access.

Account SettingsAccount Settings contains areas of the product that enable a user to customize their VCC account. It includes preferences for agent states, VCC behavior, security, integrations, interaction settings, and so on. 

API Credentials

This interface allows admins and supervisors to create API credentials for integrating third-party applications with VCC.

For information, see API Credentials.


Configuration

Data Retention

Contains account-wide retention settings. Users with an admin license can change these settings, defining the frequency with which such data is automatically deleted from their account.

For information, see Data Retention.

Business Apps

Microsoft TeamsAllows admins and supervisors to integrate their VCC with Microsoft Teams.

Category Editor

Within the editor, admins can create categorization profiles with categories, subcategories, substitution, and redaction for Conversation Analyzer to analyze interactions.

For information, see 


CRM Admin

Allows admins and supervisors to integrate their VCC with supported CRMs, such as Salesforce, Microsoft Dynamics 365, and Zendesk.


Visual Engagement

Allows admins and supervisors to customize the user interface of Vonage Meetings. Users can set the main color associated with their brand, which replaces the default Vonage color. They can also provide the logo that appears when the meeting starts — for both agents and contacts — and the icon that appears in the browser tab.

For information, see Configuring branding for Visual Engagement.


Secure Payments

Allows admins to create and edit payment card industry (PCI) configuration settings for their account.

For information, see Payments in Vonage Contact Center.


Web Chat

Allows admins and supervisors to generate a chat widget code snippet to embed into a webpage. This code enables their customers to interact with their VCC agents using Webchat.

For information, see /wiki/spaces/DP/pages/3071344958.

Marketplace

Allows admins and supervisors to view VCC-related add-ons, integrations, and services offered by Vonage and trusted partners directly within VCC. These add-ons, integrations, and services can increase the power of Vonage Contact Center solutions.

For information, see Vonage Contact Center Marketplace.

In addition, the menu contains the following links:

VCC Admin Portal menu collapsedVCC Admin Portal menu - Administration section expanded



Support and documentation feedback

For general assistance, please contact Customer Support.

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