inContact Workforce Management Overview

inContact Workforce Management Overview

inContact Workforce Optimization includes two options for workforce management (WFM): inContact WFM v2 and inContact WFM v1.

inContact Workforce Management v2

inContact Workforce Management v2 is a separately-licensed module of inContact WFO. It is a hosted workforce management solution that can be used as a standalone system or deployed alongside any type of inContact WFO deployment (Premises, Hybrid, or Hosted).

inContact Workforce Management v2 is available in Standard and Enterprise versions. inContact WFM v2 Standard offers the following functionality:

  • Automated forecasting, capacity planning, and scheduling
  • Real-time reporting for intraday decision-making and intraday performance optimization
  • Agent empowerment for shift bidding, exception requests, VTO, and overtime
  • Comprehensive reporting and dashboards
  • Integration with leading telephony and contact center systems

inContact WFM v2 Enterprise offers all of the functionality of the Standard edition, plus:

  • Advanced forecasting options to fine-tune contact volume predictions
  • Long-term strategic planning, including fiscal constraints, budgetary forecasts, resource allocations, and long-term forecast accuracy reporting

Users primarily interact with inContact Workforce Management v2 using one of two web portals for both daily work and system administration: the inContact WFM v2 Portal and the inContact WFM v2 Workstation.

inContact Workforce Management v1

inContact Workforce Management v1 is a separately-licensed module of inContact WFO. It is a workforce management solution that can be deployed completely on premises or completely in the cloud. It can be used as a standalone system or deployed together with inContact WFO; in the latter scenario, the applications share a database.

inContact Workforce Management v1 offers the following functionality:

  • Forecasting and automated contact center scheduling
  • Real-time reporting for intraday decision-making
  • Agent empowerment for shift bidding and leave requests
  • Comprehensive reporting and dashboards

Users primarily interact with inContact Workforce Management v1 using the inContact WFM v1 Web Portal, both for daily work and for system administration.

Related Sub-Themes

inContact WFM v2

inContact WFM v1

Related Guides

inContact WFM v2 Workstation Guides

inContact WFM v2 portal Guides

inContact WFM v1 Guides