inContact WFO Home
Getting Started with inContact Workforce Optimization
Getting Started with inContact Quality Management
Getting Started with inContact Workforce Optimization Reporting
Dashboards
Create Dashboards
Delete Dashboards
View Dashboards
Edit Dashboards
Page Details: Manage Dashboards
Assignment Inbox
View Your Assignment Inbox
Page Details: Assignment Inbox
inContact WFO Admin
Getting Started as an inContact Workforce Optimization Administrator
Users
Activate/Deactivate a User Profile
Add/Remove Skills to or from a User Profile
Assign/Remove a User from Groups
Change a User's Skill Proficiencies
Copy a User
Create/Edit a New Single User
Create/Edit Multiple Users
Page Details: Create New Single User
Page Details: Create New Single User User Settings
Page Details: Manage Multiple Users Download/Upload
Page Details: User Profile Audit History Tab
Page Details: User Profile General Tab
Page Details: User Profile Groups Tab
Page Details: User Profile Login History Tab
Page Details: User Profile Notes Tab
Page Details: User Profile Skills Tab
Page Details: User Profile System Tab
Page Details: Users Table
Reset a User Profile Password
Users Overview
SecurityProfiles
Change a User's Security Profile
Copy a Security Profile
Create/Edit a Security Profile
Deactivate a Security Profile
Enable Users to Access Data
Page Details: Create Security Profile Assigned Users
Page Details: Create Security Profile Name & Information
Page Details: Create Security Profile Password Policy
Page Details: Create Security Profile Permissions
Page Details: Create Security Profile Reports
Page Details: Create Security Profile Restrict Data
Page Details: Create Security Profile WFM
Page Details: Create Security Profile WFO
Page Details: Security Profiles Table
Security Profiles Overview
Groups
Activate/Deactivate a Group
Add Users to a Group
Create/Edit a Group
Groups Overview
Page Details: Create New Group
Page Details: Group Audit History Tab
Page Details: Group General Tab
Page Details: Group Notes Tab
Page Details: Groups Table
Page Details: Group Users Tab
Security
Encryption
Blackouts
Server and Site
Environmental Requirements
Server Requirements
PC Requirements
Configuration and Settings
Configure Terminology
Page Details: Terminology Settings
Page Details: Mail Settings
Configure Web Portal Settings
Page Details: Web Portal Settings
Page Details: Web Server Settings
Page Details: Custom Extensions
Services
Locations
inContact Workforce Optimization Widgets
APIs
Export API
Recording API
Recording
Audio Recording
Custom Lookups
Screen Recording
Add Mapped Workstations
Edit Mapped Workstations
Remove Mapped Workstations
Import Workstations
Install the Screen Recording Client
Settings Details: inContact Screen Recording Client
Settings Details: Silent Installation of inContact Screen Recording Client
Page Details: Workstations List
Troubleshooting
Recording Playback
Play a Recording
Customize the Web Player
Customize the Recorded Interactions List
Customize the HTML5 Interaction Player
Page Details: Call List
Page Details: Call List Settings
Details: Web Player
Page Details: Recorded Interactions
Page Details: Recorded Interactions Settings
Details: HTML5 Interaction Player
Finding Recordings
Working with Recordings
File Retention
Create File Retention Actions
Edit File Retention Actions
Delete File Retention Actions
Page Details: File Retention Action List
Page Details: Edit File Retention Action
Recording Schedules
Copy Recording Schedules
Create Custom Recording Schedules
Create Recording Schedules Based on Number of Calls
Create Recording Schedules for a Period of Time
Find Recording Schedules
Edit Recording Schedules
Delete Recording Schedules
Create Timed Recording Schedules
Find Timed Recording Schedules
Edit Timed Recording Schedules
Delete Timed Recording Schedules
Page Details: Schedule Query
Page Details: New Schedule
Page Details: Timed Schedule List
Page Details: Timed Schedules
Quality Management
Forms
Create QA Evaluation Forms
View QA Evaluation Forms
Edit QA Evaluation Forms
Enable QA Evaluation Forms
Disable QA Evaluation Forms
Export QA Evaluation Forms
Page Details: QA Forms Listing
Evaluations
Evaluate Calls
Evaluate Agents
View Completed or In-Progress Evaluations
Save Search Criteria Sets
Use Saved Search Criteria Sets
Delete Saved Search Criteria Sets
Complete In-Progress Evaluations
Edit QA Evaluations
Delete QA Evaluations
Page Details: Agent Forms Listing
Page Details: Perform QA
Page Details: Search QA Evaluation
Calibration
Agent Self-Evaluation
Arbitration and Review
Acknowledge QA Evaluations
Question QA Evaluations
Dispute QA Evaluations
View QA Acknowledgments
Respond to Questioned Evaluations
Respond to a Disputed QA Evaluation
Page Details: Search QA Acknowledgments
Achievements
Add Achievement Types
Upload a Custom Icon
Edit Achievement Types
View Achievement Types
Award an Ad Hoc Achievement
View Awarded Achievements
View an Agent's Achievement Details
Delete an Agent's Awarded Achievements
Page Details: Add Achievement Type
Page Details: Achievement Types
Page Details: Awarded Achievements
Page Details: Agent Achievements Detail
Content Library
Create Content Library Categories
Edit Content Library Categories
Delete Content Library Categories
Add Items to the Content Library
Edit Items in the Content Library
Delete Items from the Content Library
Access Items in the Content Library
View Content Acknowledgments
View the Agent Group List
View the Agent List
Page Details: Content Library
Page Details: Add Content
Page Details: Content Categories
Page Details: Search Content Acknowledgments
Reporting
inContact WFO Reporting Manual for Hybrid and Hosted Deployments
Desktop Analytics
inContact Desktop Analytics Administration Guide
All Files
All Files
Known End-User Issues
for
16.3
There are no known end-user issues as of the GA date of this release.