Agents, groups, queues and agreements

In Real Time you deal mainly with graphical representations of agents, groups, and queues.

An agent is a VCC Admin Portal user who receives and makes calls using the agent interface (either ContactPad or ContactHub). In Real Time you can monitor agents. For information on agents, see Monitoring an agent.

A group is a collection of agents. Calls are routed to groups of agents as configured in the Automatic Call Distributor (ACD) and Universal Contact Distributor (UCD) applets in Interaction Plans Architect. For information about ACD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) appletReal Time keeps track of the states of agents within the groups and can therefore direct calls to available agents. In Real Time you can monitor groups. For information on groups, see Monitoring a group.

A Real Time queue provides a supervisor with information about call activity in an ACD or UCD queue. You configure the ACD or UCD queue in an ACD or UCD applet. For information about ACD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In Real Time you can set thresholds for the queue so that you can track the performance of your agents and groups within your SLA. For information on setting thresholds for and monitoring your queue, see Editing queue thresholds and Monitoring a queue.

An Agreement in Real Time provides a supervisor with performance data about a service level agreement. Such data includes the number and percentage of interactions that Vonage Contact Center routes to agents within the target time period compared with the target percentage. For information about monitoring agreements in Real Time, see Monitoring agreements. An agreement in the VCC Admin Portal groups interactions according to a set of skills. The agreement defines the target percentage of these interactions that Vonage Contact Center should route within the specified target time. For more information about agreements, see Agreement based routing.