inContact WFO Administration > Users and Groups Overview

Users and Groups 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.

inContact Groups are collections of users you define in a way that makes sense for your organization. For example, inContact Groups could be based on:

  • Skills on your ACD/PBX,
  • Departments (sales, service, billing, and so forth),
  • Teams in your contact center (John's Team, Legends Team)
  • Clients (for an outsourcer), or
  • Geographic locations.

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