Configuring Users for Recording

No single setting controls recording in inContact WFO. The following list provides a high-level reference for the tasks that must be performed for a user's audio, screen, or both to be recorded. The specifics of these tasks may vary depending on your organization.

• Create a user account in inContact Central.
• In the User Type field of the agent's user account, select Agent.
• If your organization uses inContact Screen Recording, type the user's Windows username in the System Username field. If you have multiple domains, type the user's domain in the System Domain field.
• Add the user account to one or more Groups if the user will be evaluated and monitored. If the user is to be recorded, at least one of the Groups they are assigned to must be WFO Enabled. For details, see .
• Create a new schedule if you use schedules for specific users (this is not common). Alternatively, you can use an existing schedule to record multiple agents (that is, those in a group or a range of ANIs). Review the business rules for the schedule and add the new user’s extension, ANI, agent number, or other information as applicable. For details, see Recording Schedules Overview.

See Also

•   — for information on creating and configuring user accounts
•   — for details on user account fields discussed in this task
• Recording Schedules Overview — for information on creating and modifying recording schedules
•   — for information on assigning users to groups for recording, quality management, or both