inContact WFO Widgets Overview
inContact WFO offers a variety of widgets which users can choose to display on their Home page.
With appropriate permissions, you can view the Home Tab Widgets list, found on the Web Portal Settings page, to see the widgets currently available in your system.
The maximum number of widgets listed per page is determined by the Number of Items to Display setting, found preceding the Home Tab Widgets section on the Web Portal Settings page. If more widgets than that are uploaded, pagination will be used to view the rest.
Achievement Widget
The Achievement widget allows users to view information about achievement awards. Agents can view a list of achievements they have received as well as any achievements potentially available to them. Agents can also see achievements awarded to other agents. Managers and supervisors, as well as agents, can also use this widget to view a list of high-scoring agents and newly-added achievement types.
Information displayed on the widget can be filtered to include only achievements and points received by specific
For information about creating and managing achievement awards, see Achievements Overview.
Permissions
No special permissions are needed to use this widget.
Assignment Inbox Widget
The Assignment Inbox widget can be accessed by up to 200 simultaneous users. It displays messages that are generated when:
- An evaluation is completed for the agent.
- The agent receives a response to a question or dispute concerning an evaluation.
- Training material is assigned to the agent via the Content Library.
Permissions
No special permissions are needed to use this widget. However, to use the widget links, you must have permission to access your own recordings and evaluations.
Forecast vs. Actual Widget
The Forecast vs. Actual widget is no longer used.
KPI Performance Widget
The KPI Performance widget can be accessed by up to 10 simultaneous users, and allows you to see the average score for quality assurance evaluations. You can then compare the actual performance against predetermined thresholds.
Permissions
You must have the following permissions to view and use this widget:
- WFO>Call Recording>Call Records>Agent View and WFO>Quality Management>QA Evaluations>View, or
- WFO>Call Recording>Call Records>Supervisor View and WFO>Quality Management>QA Evaluations>View
Live Snapshot Widget
The Live Snapshot widget is no longer used.
News Widget
The News widget can be accessed by up to 200 simultaneous users, and allows administrative users to quickly push one-line information to group(s) of agents and other users. Supervisors and managers can use this for recognition, updates, briefs, and so forth. Users can search within the widget for news that contains certain keywords, that was posted within specific date ranges, or both.
Permissions
No special permissions are required to load and view this widget. However, you can only post news items if you have the
QA Benchmark Widget
The QA Benchmark widget can be accessed by up to 10 simultaneous users, and enables you to compare QA score averages for agents,
For example, if an Agent-to-Group comparison is used,
This widget supplements the printable QA comparison reports that provide more robust reporting and analysis: Group QA Summary, QA Agent Periodical Trending, QA Agent Trending, QA Form Trending, and QA Group Scorecard. For additional information, see the
Permissions
Viewing and using this widget requires access permissions to evaluation data for other groups, other agents, or both.
Service Level Widget
The Service Level widget is no longer used.