Major Features and Enhancements

For additional information, see the technical documentation references cited for each feature . Features are available to Hosted, Hybrid, and Premises customers unless otherwise specified.

Entire inContact Workforce Optimization Suite

Unification — Applies to Hybrid and Hosted customers only. Unification is the over-arching name for a collection of four initiatives designed to provide customers with improved useability and a consistent look-and-feel experience throughout different inContact products. These initiatives are:

• Unified Authentication — Users will log in once and have access to inContact Central, inContact Workforce Optimization, and inContact Workforce Management v2 (based on the products they use).
• Unified Look and Feel — Common styling has been applied across the product suite. inContact WFMv2 and inContact WFO, which previously had their own, very different, web portals, are now accessed through the Central interface.
• Unified User — Previously, users were created in Central and managed in the inContact WFO Web Portal or inContact WFMv2 Portal. Now all user management, including assigning of permissions and access to data, is done in Central. A common user profile works across all applications. Reference: Users Overview

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• Unified Authorization — All permission management is performed in inContact Central. Roles, which were previously created and managed separately in inContact WFMv2 and inContact WFO, have been replaced with Security Profiles managed in Central. Reference: Page Details: Create Security Profile WFO or Page Details: Create Security Profile WFM

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Unification includes multiple considerations that require careful thought and planning for upgrading customers. Your Technical Account Manager will work with you closely to ensure the process is as seamless as possible.

inContact Workforce Optimization

Upgrade Path — Applies to Hosted customers only. Customers currently using inContact WFO 15.2 can now upgrade to 16.3, gaining access to the latest features and functionality.

WFI Integration — Applies to Hosted customers only. inContact Quality Management now integrates with inContact Workforce Intelligence. Customers can use data points from inContact Quality Management for creating WFI rules. Available data points include overall evaluation score as well as questions and answers specific to individual evaluation forms.

Custom API Integration — Applies to Hosted customers only. Two APIs used in Hosted deployments, the Recording API and the Export API, are now exposed and can be used in custom integrations. .

inContact Workforce Management v2

Forecasting Enhancements — inContact WFMv2 now provides you with the ability to forecast and staff appropriately for multiple media types, including SMS/chat, email, and outbound using inContact Personal Connection.

Functionality Changed or Removed

inContact WFO Groups — Applies to Hosted and Hybrid customers only. inContact Groups are used to control access to evaluations, recordings, and other content in inContact WFO. Previously, these groups were managed in the inContact WFO Web Portal. Now, inContact Groups are managed in Central. Reference: Groups Overview

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Recording Schedules — Applies to Hosted and Hybrid customers only. Users no longer have the option to assign a different owner to a recording schedule. The creator is automatically treated as the schedule owner. In addition, the list of Schedule Owners on the Schedule Query page now shows all users, not just those with scheduling permissions.

Arbitration Workflow — Applies to Hosted and Hybrid customers only. Previously, an evaluator could select only another evaluator as an arbitrator when creating an evaluation. Now, the potential arbitrators list displays all users who meet the following requirements:

• User is Active
• User Type is Supervisor
• User has an email address in their account