Getting Started with inContact Workforce Optimization

inContact Workforce Optimization provides contact centers with the ability to record interactions and perform quality monitoring to improve customer service.

If you are an agent with access to the inContact WFO, you have likely been given a basic permission set that will allow you to:

• Customize your Home page with dashboards that provide you with relevant information
• Listen to your own recordings and perform some basic recording-related tasks
• View your own evaluations and reports related to them

In some organizations, agents can also:

• Evaluate their own performance on customer interactions
• Question or dispute evaluations performed by supervisors
• Earn achievements related to their performance and other factors

The links below will provide you information you need to learn the basics of inContact Workforce Optimization.

Related Themes

• Dashboards Overview — to learn about customizing your Home page
• Recording Playback Overview — to learn about listening to and working with your recorded interactions
• Assignment Inbox Overview — to learn about one method of viewing your own evaluations
• Agent Self-Evaluation Overview — to learn about evaluating your own performance (if your organization uses this feature)
• QA Arbitration and Review Process Overview — to learn about this process, also known as Arbitration, which allows agents to question and dispute evaluations (if your organization uses this feature)
• Achievement Widget — to learn about how you can view achievements (if your organization uses this feature)