Major Features and Enhancements for Hosted inContact WFO
For additional information, see the technical documentation references cited for each feature
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,
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
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
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,
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,
Recorded Interactions List Enhancement — Previously, users could only reorder the column display in the Recorded Interactions list
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,
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).