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inContact WFMv2 Administration > Organizational Settings > Contact Groups > Edit Contact Group Data

Edit Contact Group Data

Required Permission — WFM Permissions>Manage>Stream Data>Edit

OverviewClosed

Contact Groups are defined as a group of Streams. However, while Streams represent the data associated with different contact types, Contact Groups represent the agents associated with those contact types.

This topic explains how to edit Contact Group data in inContact WFMv2.

For more information, see Contact Groups Overview.

  1. Click WFOWFMv2 PortalManageStream Data.
  2. If you only have one Environment, skip to the next step. Otherwise, use the Select Environment drop-down list to select an Environment. You can alternatively choose to view Contact Group data for All Environments.
  3. For Select Scope, select Contact Group from the drop-down list (this is the default value).
  4. Click the View icon for the Contact Group you want to edit.
  5. Optional: Filter ViewClosed

    To further filter your view of Stream data, do one or more of the following:

    1. For Select Environment, select from the drop-down list of available Environments.
    2. For Select Type, select either Inbound or Outbound from the drop-down list.
    3. For Select Contact Group, select one or more of the Contact Groups available for this Environment.
    4. Select a Start Date and End Date to limit your view to a specific time period.
    5. For Select Bucket Size, choose from the drop-down list to change the data interval for your view. Choices range from 30 Minutes to 1 Year.

    After making your selections, click Retrieve Data.

  6. Click Edit.
  7. For one or more Contact Groups, type new values in the Volume Offered field, the Average Service Time field, or both.
  8. Click Update.