Configuration & Settings Overview
inContact WFO has various application settings for its services and modules. Application settings also include security and email settings that affect user interaction with inContact WFO. These settings are accessed from the
For the most part, these settings are configured during the installation process by the inContact WFO deployment team
Administrators of inContact WFO need a basic understanding of the application's services, modules, and settings. However, unless specifically noted, no configurations should be changed except under the direction of inContact WFO Support.
Terminology
inContact WFO can be customized with terminology used in your operating environment. For example, if you do not use the term agents, but instead refer to "reps" or "CSRs", inContact WFO can be configured to show your terminology in its user interface.
Terminology settings are typically discussed during the discovery phase and configured at the time your system is installed. You can change them later if necessary.
If you make changes to terminology settings, it may take some time for the changes to appear in the ad hoc reporting pages.