Major Features and Enhancements for Hosted inContact WFO

For additional information, see the technical documentation references cited for each feature or ask your inContact WFO representative.

inContact Workforce Optimization

HTML5 Live Monitor Player Support — Live monitoring capability is now available as part of HTML5-based Recorded Interactions, enabling real-time audio monitoring of agents both on and off the phone. This replicates the functionality present in the existing Silverlight Call List. For details, see Live Monitoring Overview.

Support for Microsoft Edge — The Edge browser is supported with the HTML5 Interaction Player and Recorded Interactions list. For details on browser support in this release, see Customer Site Requirement Changes for Hosted inContact WFO.

Evaluation Details Logging — Users can now view an Evaluation Details log, which shows when evaluations are started, saved as a draft, edited, and saved/submitted. This log is only supported for evaluations initiated in Recorded Interactions (in other words, logged details are not available for evaluations performed as described in Evaluate Agents). For details, see Audit Log Criteria.

Call Details Logging — When users select Call Playback as the Log Type on an Audit Report, they can now choose to view specific call details, which shows actions that were performed in the player while the call was being played back (for example, pause, seek, and so forth). Call details are only available if you use the Recorded Interactions list with HTML5 Interaction Player. For details, see Audit Log Criteria.

New Fields for Recorded Interactions — Users now have the ability to display (when available) an average self evaluation score, an average calibration score, or both on Recorded Interactions with HTML5 Interaction Player and the Recorded Interactions with Web Player. Users can filter on these values as well using the Filter page. For details, see Filters.

Auto-Save Evaluations — inContact WFO now automatically saves evaluations while they are being completed. This helps to protect against a user's work being lost due to unexpected shutdowns and other events. For details, see QA Evaluations Overview.

Recorded Interactions List Enhancement — Previously, users could only reorder the column display in the Recorded Interactions list with HTML5 Interaction Player in the Settings window. Now users can choose whether to use that method, or to drag and drop the columns in the list itself. This offers feature parity with the Web Player (that is, the Silverlight player). For details, see Recorded Interactions with HTML5 Interaction Player.

System Timeout Warning — After a period of inactivity defined by your system administrator, inContact WFO now warns you that a timeout is imminent. For details, see inContact WFO Web Portal Overview.

HTML5 Interaction Player — With the addition of live monitor support in HTML5 Interaction Player, most customers with audio recording only should now be installed with this playback method (as opposed to the Silverlight Player and Call List). The Silverlight method is available for customers who use only Internet Explorer as their browser, who need speed-adjusted playback, or who need manual blackout capability. Silverlight is strongly recommended for any customers with inContact Screen Recording due to a known issue with playing back long video recordings using the HTML5 Interaction Player. Customers with inContact Screen Recording who choose to use the HTML5 Interaction Player should be aware that, if problems arise, they may be asked to use the Silverlight method, with a supported browser, as we work to resolve this issue.