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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

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

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

Getting Started with VCC Dashboard

Important
What you see in VCC Dashboard depends on your contact center and your role within it, so you might not be able to do or see all the things covered in this topic. If you think you should be able to do or see something you can't, check with your system administrator or account representative.

How do I log in?

When you start VCC Dashboard, the Log In screen opens in your browser. Enter your user credentials and then click Log In.

VCC263 Log In.png
Important
Some contact centers might also have the option to use WebRTC to handle calls in VCC Dashboard. If so, select the option Use your computer microphone and speaker.

If you are a supervisor, you may be prompted to register a device for call monitoring. Read the Monitoring Calls section to learn more.

After you log in, you can see the main Dashboard view.

VCC265 Dashboard Admin.png

How do I navigate the user interface?

You have access to different views depending on your role. You can set any of the VCC Dashboard views the way that you want to see them, and your view settings are saved if you move to another view or tab.

Important
View setting information is stored as a cookie in your browser. If you change devices, you'll have to reconfigure your view settings.

Click the tabs at the top-left of the screen to switch between VCC Dashboard's different views, according to your role:

  • Agent
  • Supervisor and Administrator:
    • Dashboard view helps you to monitor the real-time status of your queues, skills, and agents.
    • Users view (includes the Supervisor Call Monitoring functionality) helps you to manage all the users within your contact center or the agents within your team.
  • Administrator only
    • Settings view allows you to set many of the system configurations on an on-demand basis.

Click the navigation bar icons in the top-right of the screen to perform the following actions:

Access CX Analytics

Click the icon highlighted below to access CX Analytics.

VCC263 CX Analytics.png

Log Out

Click the section highlighted below to open a dialog box that asks you if you want to log off all channels and exit. If you click Yes, you'll be redirected back to the Login screen.

VCC263 User Name.png

View Help Documentation

Click the section highlighted below and then click Documentation under Guides.

VCC263 Help.png

View Key Concept Definitions

Click the section highlighted below. You can hover over a term to view the definition. You can also click the item to be directed to the corresponding section in the VCC documentation.

VCC263 Help.png

View About information

Click the section highlighted below, then click About so you can see the current release information for VCC Dashboard.

VCC263 Help.png

What are the supervisor and administrator roles?

Supervisors

Important
VCC Dashboard automatically adds the agent role when you create supervisor accounts. Supervisors must have the agent role to handle or monitor calls. You can remove the agent role from supervisor accounts if they do not need to access these features.

Supervisors have access to the following views:

  • Dashboard view helps you to monitor the real-time status of your queues, skills, and agents.
  • Users view (includes the Supervisor Call Monitoring functionality) helps you to manage all the users within your contact center or the agents within your team.

As a supervisor, you have the following day-to-day tasks that include managing your team and meeting the target skills service levels.

Your tasks do not include the following:

  • accessing the Settings view
  • creating and/or deleting users
  • creating, deleting, or editing skills
  • changing the role assignments of other users
    Note: As a supervisor, you can see the Roles check boxes, but you do not have permission to change the roles.

Monitoring Calls

If you have a Supervisor role, you are prompted to log in to the device that you'll use for call monitoring. When entering your device number, make sure that you use + at the beginning of your number.

VCC263 Login Call Monitor.png

You can skip this step if you don't expect to use call monitoring. However, if you later need to monitor a call, you can still access this login if you click Monitor VCC2.5.3 VCC.Dashboard Monitor.png. Only agents who are logged in can be monitored.

Important
For outbound calls, you must log into VCC Agent Desktop.

Receiving Calls

Once you're logged in, if you have a Supervisor role, you can start receiving calls by:

  1. Clicking the Users tab.
  2. Clicking the Voice channel tab.
  3. Selecting Ready in the drop-down list under the Status column.
VCC2.6.3 Changing Agent States Voice.png

Administrators

Administrators have access to the following views:

  • Dashboard view helps you to monitor the real-time status of your queues, skills, and agents.
  • Users view helps you to manage all the users within your contact center.
  • Settings view allows you to set many of the system configurations on an on-demand basis.

As an administrator, you have the following day-to-day tasks that include assigning user roles and creating skills for the contact center:

As an administrator, you cannot do the following tasks:

Frequently asked questions

Click the links below to get answers to some common questions about using VCC Dashboard:

Supervisors

Administrators

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This page was last modified on June 30, 2017, at 03:16.