Hosted Users Overview
Users are individuals who have access to and can perform tasks in the inContact WFO Web Portal. They also appear in inContact WFO Web Portal searches and in inContact Workforce Optimization reporting. Users may include agents, supervisors, system administrators, and others.
In inContact WFO, "agents" are users who have the Agent field selected in their user accounts. Their audio interactions (and screens, if applicable) are typically recorded.
In Hosted deployments, user accounts are primarily managed in inContact Central, then synchronized with the inContact WFO Web Portal where additional configuration can be performed. For more information on managing users in Central, visit help.incontact.com.
If your system includes inContact Workforce Management v1, users can also access and perform tasks in the inContact WFM v1 Web Portal. In the inContact WFM v1 Web Portal, users are known as "employees." User information specific to WFM is maintained in the inContact WFM v1 Web Portal. For more information, see Create Employee Accounts.
By default, users can log into the inContact WFO Web Portal and view the Home tab and the Coaching tab's Content Library. In the library, they can only see documents that have been assigned to them.
Other tasks that users can perform are defined by their assigned role(s), and you should typically create roles before creating user accounts. For more information, see Roles and Permissions Overview.
Managing User Accounts
In many contact centers, users change frequently. If a user leaves your organization, you can deactivate the account in Central and the change will synchronize. inContact WFO provides two additional ways to handle user accounts when a user's status changes:
- Locking — you can lock the user account if access to the inContact WFO Web Portal should be temporarily suspended (for example, during a maternity or FMLA leave). Locking an account does not prevent the user from being recorded where applicable (for example, if access to the inContact WFO Web Portal is suspended during a disciplinary period but the user is still taking calls). Locked accounts are still considered for billing purposes.
- Deactivating — you can deactivate the user account if access to the inContact WFO Web Portal should be permanently suspended, if the user should no longer be recorded, or both (for example, if a user leaves the company or transfers to another position). In this case, the user's information is still available via the inContact WFO Web Portal and they still appear in historical reports. If you need to reactivate a user account, contact inContact WFO Support. Users who have been deactivated in inContact WFO are still considered active in Central and would therefore be counted for billing purposes.
You can export user account information from the inContact WFO database to a CSV file. You may use this file as a backup or to import the data into other applications. The file will contain the following values for each user:
- Username
- Password
- "Locked" value (Y/N)
- First name
- Last name
- Active agent (Y/N)
- System username
- System domain
- Employee ID
- Site ID
- Phone1;phone2;phone3
- RoleID;roleID;roleID
User account data can be added to or extracted from the inContact WFO database via the inContact WFO API. For more information, see the inContact WFO API Manual and talk to your inContact WFO representative.