inContact WFO Management Overview

inContact WFO administration is performed in Central. Users and security profiles are shared by all your inContact applications. Tasks specific to inContact WFO are found at WFO > Tools & Settings > Core Functions.

Your deployment team will provide you with the username and password for an account with administrator-level privileges. You should change your password from the default as soon as possible.

inContact WFO operates in one of these models:

  • Premises — In this model, all components of the inContact WFO system are located at your sites, and your ACD/PBX is provided by a third-party vendor (such as Avaya, Cisco, or ShoreTel).
  • Hosted — in this model, all components of your system (except screen recording, if applicable) are located in the cloud, and your ACD/PBX is inContact. This is the deployment model covered in this help site.

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