Getting Started as an inContact Workforce Optimization Administrator

inContact Workforce Optimization provides contact centers with the ability to record inContact Cloud Contact Center interactions, perform quality monitoring to improve customer service, and create reports on both.

If you are a contact center or IT professional who will act as an application administrator, you have likely been given an advanced permission set that will allow you to:

• Customize your Home page with dashboards that provide you with relevant information
• Listen to all recordings and perform recording-related tasks
• Create security profiles, user accounts, and Groups
• Ensure new agents are set up properly for recording
• View reports that provide information about system usage

The links below will help you learn the basics of being an administrator for an inContact WFO system.

Related Themes

• Recording Playback Overview — to learn about listening to and working with recorded interactions
• Security Profiles Overview — to learn about creating permission sets called security profiles and assigning them to agents
• Users Overview — to learn about creating user accounts
• Configuring Users for Recording — to learn about configuring agents for recording
• Groups Overview — to learn about creating Groups
• Reporting Overview — to learn about inContact WFO system reports