Page Details: Employee Account
inContact Workforce Management v1 allows you to enter a wide variety of data about each employee, much of it optional.
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Fields noted with an asterisk (*) are required. Fields that exist in both the inContact WFO user account and inContact Workforce Management v1 employee account appear in blue.
- First Name
- Specifies the employee's first name.
- Last Name
- Specifies the employee's last name.
- Title
- Specifies the title of the employee, as chosen from the drop-down list of titles configured in your inContact WFM v1 system.
- Location
- Specifies the location of the employee, as chosen from the drop-down list of locations configured in your inContact WFM v1 system.
- Employee ID
- Optional field that can display an employee number used in other systems, such as HR or your PBX.
- Labor Unit
- Specifies the labor unit of the employee.
- Team
- Specifies the team to which the employee belongs.
- Username
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- Password
- Security password to control the user's access to the WFO and inContact WFM v1 Web Portals. inContact WFO does not restrict passwords by default. However, a variety of settings can be used to make passwords more secure. For more information, see Page Details: General Settings.
- A valid, unique email address is required for every employee account. If you attempt to save the employee without an email address, inContact WFM v1 will prompt you to provide one.
- Phone
- Specifies the phone number of the employee. Enter numbers only.
- Active
- Specifies whether the employee is active. If this checkbox is not selected, the employee cannot access inContact WFM v1 and is not available for scheduling. Any historical information would still appear on reports.
- Superuser
- Selecting this checkbox provides unlimited access to inContact Workforce Management v1 and, in hybrid systems, to inContact WFO. Grant this status only when absolutely necessary.
- Can Be Supervisor
- Selecting this checkbox causes the employee to appear in the list of available supervisors on the Team Configuration page.
- Schedule Type
- Displays the schedule type associated with the employee and is required for any employee who will be automatically scheduled by inContact WFM v1.
- Labor Time Zone
- Allows you to provide the employee's work time zone if it differs from that of the employee's assigned location.
- Roles
- Displays a listing of all roles configured in your system. The role(s) assigned to the employee are highlighted. Employees may be assigned multiple roles.
- Skills
- Displays a listing of all skills configured in your system. The skill(s) assigned to the employee are highlighted. Employees may be assigned multiple skills.
- Device
- Specifies the device used by the employee, as chosen from a drop-down list of devices configured during your system deployment.
- Device Unique ID
- Cell Phone
- Displays the cell phone number of the employee.
- Cell Carrier
- Specifies the employee's cell phone carrier as chosen from a preconfigured drop-down list of cellular providers. This field is required for inContact WFM v1 to send text messages to the employee.
- Enable SMS
- Selecting this checkbox enables inContact WFM v1 to send text messages to this employee.
- Upload New Photo
- Allows you to upload and include employee photos in inContact WFM v1 profiles. The photo must be on your computer or an accessible network drive, and must be in GIF, PNG, or JPEG format.
In systems that include both inContact WFO and inContact Workforce Management v1, clearing the Active checkbox can cause the agent to lose access to both applications. In some cases, you may need to keep an agent's inContact WFO Web Portal access even if they will no longer be scheduled with inContact WFM v1. To accomplish this, leave the Active checkbox selected, but deselect the labor unit associated with the employee and set the value in the Device field to <None>. This removes the employee from any scheduling and Real Time Roster pages, but leaves the account intact.