Workforce Management > Overview

inContact Workforce Management v1 Configuration Overview

This topic provides general guidelines for configuring the inContact Workforce Management v1 system for your organization. You may also find it useful to review the following:

  • Customer topics or guides for the appropriate integration to learn more about how inContact WFM v1 works with your PBX.

inContact WFM v1 offers a wide variety of settings that let you customize the application to yourorganization's needs. Some of these are configured during system deployment; others are configured by the inContact WFM v1 application administrator.

The order in which these settings are configured is important, as some items depend on others. Being aware of these dependencies will help you understand the order in which to perform configuration tasks. These dependencies are shown below as groupings of first-level settings and second-level settings. Within each grouping, the order is unimportant except where noted. However, all first-level settings must be completed before beginning any second-level settings.

First-Level Settings

  • Application and System Settings
  • Titles
  • Skills
  • Locations (typically configured during installation)
  • Roles
  • Employee Accounts
  • Shift Activity Types
  • Roster Types
  • Work Modes and then Aux Reasons

Second-Level Settings

  • Labor Units
  • Teams
  • Shift Templates and then Schedule Types

Related Sub-Themes