inContact WFO Administration > Users and Groups > New User Reference

Page Details: New User

OverviewClosed

The New User page enables you to edit user account information that is not synchronized with Central. Users are individuals who appear in, have access to, and can perform tasks in the inContact WFO Web Portal.

For more information, see Hosted Users Overview.

Basic Information

Username
Displays the user's Central username. This field is synchronized with Central and should not be edited in inContact WFO.
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: Security Settings.
First Name
User's first name. This field is synchronized with Central and should not be edited in inContact WFO.
Last Name
Displays the user's last name. This field is synchronized with Central and should not be edited in inContact WFO.
Email Address
User's email address. This field is synchronized with Central and should not be edited in inContact WFO. Email addresses must be unique.
Grant Superuser Access
Allows you to grant the user superuser capabilities (in other words, the ability to see and do everything in inContact WFO). Superuser access should be granted only in very rare circumstances and is not required to administer the application.
Account Locked
Allows you to control whether the account is available to the user.
Agent
Allows you to specify whether the user should be tracked as an agent in reporting and should be available for filtering searches in the Call List. If you enter information in the Phones field, inContact WFO automatically selects Agent for you. You cannot clear the Agent field unless you first remove all numbers or extensions from the Phones field. Clearing the Agent field allows the user to log in to inContact WFO, but the system will not include them in agent-related reporting and they will not appear in the Agent list for Call List searches. Existing calls can still be evaluated for users whose agent status has been deactivated. For reporting purposes, an agent is active if Agent is selected. An agent is inactive if Agent was selected at one point but has been cleared.

This field is automatically checked for all user accounts when they are initially synchronized from inContact Central. You should clear the checkbox for any users who are not to be recorded.

Created by
Displays the username of the person who originally created this user account, as well as the date and time the account was created. If the account has not yet been saved for the first time, this field displays "@Never". This field cannot be edited.
Modified by
Displays the username of the person who last saved this user account, as well as the date and time the account was last saved, even if no changes were made at that time. If the account has not yet been saved for the first time, this field displays "@Never". This field cannot be edited.

Additional Information

System Username
Windows username with which the user logs in to the network. This field is mandatory if your organization uses inContact Screen Recording. inContact WFO uses it to locate the user's desktop via the screen recording client. Each user must have a unique system username, regardless of Windows domain, and they must log in to their desktop PC with that system username. For example, if your organization has two Sally Smiths, they cannot both have "ssmith" as their Windows username even if they are on separate Windows domains.
System Domain
This field is not used with inContact WFO in the cloud.
Active Directory Username
This field is not used with inContact WFO in the cloud.
Active Directory Domain
This field is not used with inContact WFO in the cloud.
Employee ID
Allows you to include an existing employee ID number in the user's inContact WFO record so it can be used as a parameter in filtering and reports.
CRM Username
Username associated with this user in your organization's CRM system. This field is typically used only when inContact WFO is integrated with a CRM application via a custom API.
Quota
Not currently used by inContact WFO.

Preferences

Shift Times to User's Timezone
By default, inContact WFO displays time by the time zone of the recording server. Enabling this setting allows time to be displayed using each user's time zone. For example: A user works in the Eastern US time zone and the user's manager works in the Pacific US time zone. This setting is enabled on both the user's and manager's accounts. The user records a call at 8:00 AM EST, and it appears in inContact WFO to him as 8:00 AM EST. However, the call record appears to his manager as if the user took the call at 5:00 AM EST. For this reason, it is important that your users know whether this setting is enabled.
Time Display Format
Allows you to specify whether inContact WFO displays time based on 24-hour, or military, time (for example, 0600 or 1400) or 12-hour time (for example, 6:00 AM or 2:00 PM).

Phones

Phones
Phone ID associated with the user in the inContact PBX.

Roles

You can use the arrow icons to move roles from one column to the other.

Unattached Roles
Lists all roles in the system that are not currently associated with the user.
Attached Roles
Lists all roles in the system that are currently associated with the user.

Related Tasks