inContact Groups Overview
inContact Groups are collections of users you define in a way that makes sense for your organization.
Supervisors and managers of these groups are then given an inContact WFO user account with specific permissions to access records, evaluations, and reports for agents in the groups they manage.
Several quality assurance reports are based on inContact Group assignments. Users do not have to be placed in an inContact Group. On the other hand, one user can belong to multiple inContact Groups.
inContact Groups and their members are synchronized with any Teams you have created in inContact Central. Any modification or deletion of these groups should be done in Central.
You can
If an inContact Group already exists with the name you have chosen, the following error is generated: "That group name already exists! Change the group name and try again."
While inContact WFO allows you to delete groups, this is not recommended. It affects historical reporting because the deleted group will no longer be available as a filter. Also, deleted groups cannot be recovered. Deleting groups does not delete the users in those groups.
Related Tasks
- Create an inContact Group
- Edit inContact Groups
- Delete inContact Groups
- Add Agents to inContact Groups
- Remove Agents from inContact Groups