Getting Started with inContact Quality Management

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

If you are a supervisor who performs evaluations in your organization, you have likely been given a basic permission set that will allow you to:

• Customize your Home tab with dashboards that provide you with relevant information,
• Listen to your recordings and perform some basic recording-related tasks for yourself and one or more inContact Groups, and
• Perform evaluations on the agents in your assigned inContact Groups and on their recorded interactions.

In some organizations, supervisors also:

• Create the evaluation forms they use,
• Participate in calibration sessions to ensure consistency across different evaluators,
• Act as arbitrators when an agent questions or disputes an evaluation, and
• Awards achievements related to agent performance and other factors.

The links below will provide you information you need to learn the basics of inContact Workforce Optimization.

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
• QA Evaluations Overview — to learn about evaluating agents and interactions
• Calibration Overview — to learn about participating in calibration sessions (if your organization uses this feature)
• QA Review Process Overview — to learn about this process, also known as arbitration, which allows agents to question and dispute evaluations (if your organization uses this feature)
• Achievements Overview — to learn about how you can create achievements, award achievements, or both (if your organization uses this feature)