Details: Configure Users for Recording

No single setting controls recording in inContact WFO. The following list provides a high-level reference for the tasks that must be performed for a user's audio, screen, or both to be recorded. The specifics of these tasks may vary depending on your organization.

• Create a user account in inContact Central. The next time inContact WFO synchronizes with Central, the user account will be added. The Agent field will be selected and the agent ID populated in the Phones field automatically.
• If your organization uses screen recording, type the user's Windows username in the System Username field and, if you have multiple domains, type the user's domain in the System Domain field.
• Add the user account to one or more inContact Groups if the user will be evaluated and monitored. If the user is assigned to a Team in Central, inContact WFO automatically synchronizes Central Teams to inContact Groups. Group membership is not required for recording. For details, see Add Agents to inContact Groups.
• Create a new schedule if you use schedules for specific users. Alternatively, you can use an existing schedule to record multiple agents (that is, those in a group or a range of ANIs). Review the business rules for the schedule and add the new user’s extension, ANI, agent number, or other information as applicable. For details, see Recording Schedules Overview.

See Also

• Page Details: New User — for details on user account fields discussed in this task
• Recording Schedules Overview — for information on creating and modifying recording schedules
• Add Agents to inContact Groups — if your organization uses inContact WFO QM and you need to assign users to groups for evaluation purposes