Quality Management > Content Library Overview

Content Library Overview

The Content Library enables supervisors to upload files that can be shared with agents who have access to the inContact WFO Web Portal. A wide variety of files and file types can be uploaded to the Content Library. Here are just a few examples of content some organizations choose to make available:

  • MS Word files, such as templates for email or chat contacts,
  • PDF documents, such as procedure and policy guides,
  • Saved Web pages, which can serve as links to an organization's website, blog, or knowledgebase,
  • Powerpoint files, such as training or product presentations, or
  • Call recordings exported from inContact WFO that exemplify positive (or negative) call handling.

For your convenience, the installation team pre-loads inContact WFO manuals into the Content Library. This ensures users always have access to the manuals when they are in the application, and can reduce the number of questions to system administrators.

No special permissions are required to view the Content Library, although agents You will only see those items assigned to the inContact Groups to which theyyou belong. Permissions are required to add, edit, or delete items within the library. If you need to manage the Content Library and are unable to do so, see your inContact WFO administrator.

Items within the Content Library are organized into user-defined categories. The number of items in each category appears inside the parentheses to the right of the category name. Clicking on a category displays the items in that category.

When you add an item to the Content Library and assign it to an inContact Group, that item will also appear in the Assignment Inbox for agents who are members of that group When a supervisor adds an item for one or more of your inContact Groups to the Content Library, it will appear in your Assignment Inbox. Those agentsYou will see an envelope icon (designating new messages) at the top of theiryour inContact WFO Web Portal. Depending on your system configuration, agentsyou may also be notified via email about the new content.

Related Tasks

Related References