Work Modes Overview

Work modes are configured by the inContact Workforce Management v1 deployment team to match the agent state codes on your inContact PBX to the roster types you define in inContact Workforce Management v1 (see Roster Types Overview). By relating these codes to roster types, you can determine how agent status is shown on the inContact WFM v1 Real Time Roster.

Examples of work modes might include On-Site or In Queue. During installation, the engineer will create inContact WFM v1 work modes and roster types that match your inContact work modes as follows:

inContact Work Mode	inContact WFM v1 Roster Type
Logged Out	Off Shift
Available	Available
Unavailable	Other
Inbound Contact	On Call
Outbound Contact	On Call

Related References

• Page Details: Work Modes