Getting Started as an inContact Workforce Optimization Administrator

Welcome to inContact Workforce Optimization. The basic inContact WFO hosted platform provides contact centers with the ability to record inContact Cloud Contact Center interactions and perform quality monitoring to improve customer service.

If you are a contact center or IT professional who will act as an application administrator, you have likely been given an advanced permission set that will allow you to:

• Customize your Home tab with dashboards that provide you with relevant information,
• Listen to all recordings and perform recording-related tasks,
• Create roles, user accounts, and inContact Groups,
• Ensure new agents are set up properly for recording, and
• View reports that provide information about system usage.

The links below will provide you information you need to learn the basics of being an administrator for a hosted inContact Workforce Optimization system.

Related Themes

• inContact WFO Web Portal Overview — to learn about the inContact WFO Web Portal and start customizing your workspace
• Recording Playback Overview — to learn about listening to and working with recorded interactions
• Roles and Permissions Overview — to learn about creating permission sets called roles and assigning them to agents
• Hosted Users Overview — to learn about creating user accounts
• Details: Configure Users for Recording — to learn about configuring agents for recording
• inContact Groups Overview — to learn about creating inContact Groups
• Reporting Overview — to learn about inContact WFO system reports