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inContact Workforce Management v2 Overview

inContact Workforce Management v2 is a separately-licensed module of inContact WFO. It is a hosted workforce management solution that can be used as a standalone system or deployed alongside any type of inContact WFO deployment (Premises, Hybrid, or Hosted).

inContact Workforce Management v2 is available in Standard and Enterprise versions. inContact WFMv2 Standard offers the following functionality:

  • Automated forecasting, capacity planning, and scheduling
  • Real-time reporting for intraday decision-making and intraday performance optimization
  • Agent empowerment for shift bidding, exception requests, VTO, and overtime
  • Comprehensive reporting and dashboards
  • Integration with leading telephony and contact center systems

inContact WFMv2 Enterprise offers all of the functionality of the Standard edition, plus:

  • Advanced forecasting options to fine-tune contact volume predictions
  • Long-term strategic planning, including fiscal constraints, budgetary forecasts, resource allocations, and long-term forecast accuracy reporting

Users primarily interact with inContact Workforce Management v2 using one of two web portals for both daily work and system administration: the inContact WFMv2 Portal and the inContact WFMv2 Workstation. Both Portal and Workstation are accessed via inContact Central.

For additional information and online help related to inContact Workforce Management v2, click here.