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Administrator

In Premier Edition Cloud, an employee in the contact center who can create and edit other users, create reason codes, assign skills to supervisors using the VCC Dashboard application.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Supervisor

A human resource whose primary role in the business consists in the direct management of agents, and who, therefore, may occasionally engage in the interaction-handling process (for example, for coaching or emergency purposes).
The person who has front-line responsibility for a group of agents. Generally, supervisors are equipped with special telephones and computer terminals that enable the monitoring of agent activities.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Agent

An employee in the contact center who takes service calls and processes subsequent data at a computer. In the system, an object that represents an employee in the contact center. In client-server applications, the part of the system that prepares and exchanges information on behalf of a client or server application. In a business role, a human resource whose primary role in the business consists in the handling of interactions.

A general term for someone who handles customer inquiries and support in a contact center. Besides handling telephone calls, agents also can be skilled in answering e-mails, holding chat sessions, and other contacts with customers using other media types. Also referred to as a customer service representative (CSR), sales representative, rep, associate, consultant, engineer, operator, technician, account executive, team member, customer service professional, staff member, attendant, or specialist.

In Workforce Management (WFM), a database object that is imported from the Configuration Database and represents a contact-center employee.
A Person object in Configuration Manager, where the Is Agent check box is selected.

In Premier Edition Cloud, a contact-center employee who handles calls, chat sessions, or emails, and processes this information using the VCC Agent Dashboard application.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Role

In Premier Edition Cloud, a role is the designation of responsibilities in the contact center. See the VCC Solution Guide for more information.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

What is VCC Dashboard?

VCC Dashboard helps you to monitor agent performance in real time. You can use VCC Dashboard to view summary statistics, agent productivity, and call activity.

VCC265 Dashboard Admin.png

What can I do with VCC Dashboard?

Access to some of the VCC Dashboard features depends on your user roles. You can also have a combination of these roles, if you need to perform all the tasks outlined for these roles:

Refer to the Getting Started with VCC Dashboard page for more information about roles.

Are there any add-on options?

There are add-on media channel options available for the inbound voice contact center, but they are not visible until activated:

  • Chat — The Genesys Chat Server connects to your corporate website and the provided client widget sends and receives chats between your agents and your customer contacts. Agents use VCC Agent Desktop to handle chat interactions, but you can view the chat statistics in VCC Dashboard. See the eServices and How do I configure Genesys Webchat? topics for more information.
  • Email — The Genesys Email Server connects to your corporate email server and pulls email messages from the account that is configured in your system. Agents use VCC Agent Desktop to handle email interactions, but you can view the email statistics in VCC Dashboard. See the eServices and the How do I use the Email Settings view? topics for more information.

How do I activate these options?

If you want to activate any of these media channel options, submit a ticket to Genesys Customer Care that includes the following information:

  • your customer user name and Subscriber ID
  • your choice of media channel(s):
    • Chat (you need to also add the following information):
      1. The publicly accessible URL where the chat widget will reside. If your URL differs from the usual domain host and port, for example, sales.mycompany.com:80, you need to supply the full protocol (HTTP or HTTPS) and the hostname (domain and port).
      2. The company name as it should display in the chat transcript (this display only works if the chat end user provides their email address at the start of the chat).
    • Email (you need to also add the following information):
      1. the email server IP address
      2. the email server port number
      3. the company name as it should display in the email message's signature block
    • Both Chat and Email

Which browsers are supported?

The following browsers are fully supported for this release of VCC Dashboard:

  • Microsoft Internet Explorer 10 and 11
  • Google Chrome 38+
  • Mozilla Firefox 34+

What are the statistical data refresh rates?

VCC Dashboard's default statistical data refresh rates are as follows. These refresh rates can also be configured per contact center:

Statistics Information Refresh Rate

All object statistics (such as queues, skills, or users)

Refreshed every 10 seconds

Changes to queues caused by the creation or deletion of an ACD Page in CX Builder

Refreshed every 5 minutes

The list of skills in the contact center

Refreshed every 5 minutes, but changes only when a skill is created, deleted, or edited

Important
If an administrator adds/removes/updates a skill name, they see the change right away in their VCC Dashboard session, but it might take up to 5 minutes for the change to propagate to all other users.

The email and chat statistics in the Dashboard view

Refreshed every 5 minutes

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This page was last modified on October 18, 2016, at 09:16.