Details: Web Portal

Navigation Tools

Site Switcher

Allows you to move back and forth between the inContact WFO Web Portal and the inContact WFM v1 Web Portal without additional logins. Available only if your deployment includes both inContact Workforce Optimization and inContact Workforce Management v1.

Home

Provides access to Dashboards and the Assignment Inbox. The Home tab is available to any user with an inContact Workforce Optimization login.

Interactions List

Provides access to the Call List and Live Monitor sub-tabs.

Coaching

Provides access to features and functionality associated with inContact Quality Management.

Reporting

Provides access to features and functionality associated with inContact WFO Reporting.

Surveys

Provides access to features and functionality associated with inContact Survey. This tab appears only if your deployment includes inContact Survey and if you have one of the Survey-related permissions.

Administration

Provides access to administrative features and functionality. This tab appears only if you have appropriate permissions.

Login/Logout

Logged In As

Displays the username of the currently logged-in user.

Change Password

Provides access to the

Help

Provides access to the online help site for inContact Workforce Optimization.

Logout

Allows you to log out of the inContact WFO Web Portal. Logging out (as opposed to simply closing the browser window) is important for security reasons.

Left Navigation Menu

Each tab provides different options in the left navigation menu.

Home Tab

Dashboards

Provides access to your existing dashboards and allows you to configure new dashboards. Dashboards display widgets that provide information relevant to your organization.

Assignment Inbox

Displays the length of the recording in an hours:minutes:seconds format.

Interactions List Tab

The Interactions List tab provides access to the Call List. If you have the correct permissions, you will see a second sub-tab: Live Monitor. For more information on left navigation menu options on the Call List, see Page Details: Call List.

Agent

On the Live Monitor sub-tab, allows you to limit the live monitoring list to specific agents or extensions.

inContact Group

On the Live Monitor sub-tab, allows you to limit the live monitoring to specific inContact Groups.

Coaching Tab

Quality Assurance

Provides access to search for and perform evaluations in inContact Quality Management. This option is visible to users assigned the Default Agent role. With appropriate permissions, you will see additional options for creating and managing evaluation forms.

Content Library

Provides access to a variety of resources your organization makes available within the inContact WFO Web Portal. The Content Library is available to any user with access to the inContact WFO Web Portal.

Manage Content

Provides access to functionality associated with adding and assigning content to the library. This option is only visible to users with appropriate permissions.

Achievements

Provides access to functionality associated with creating and awarding achievements. This option is only visible to users with appropriate permissions.

Reporting Tab

Printable Reports

Provides access to a wide variety of "out of the box" reports that come with inContact Workforce Optimization. This option is visible to users assigned the Default Agent role. Your permissions determine the report categories available within Printable Reports.

Report Tools

Provides access to a variety of reporting tools, including subscription configuration and saved report criteria. The Report Tools option is visible users with the Default Agent role; however, additional permissions are required to configure subscriptions.

System Reports

Provides access to administrative, system-level reports. This option is only visible to users with appropriate permissions.

Ad Hoc Reports

Provides access to functionality associated with creating customized reports. This option is only visible to users with appropriate permissions, and the types of reports that can be created are limited by additional permissions.

Surveys Tab

Surveys

Provides access to inContact Survey functionality, including creating, managing, and searching for surveys. You must have at least one Survey-related permission to see the Surveys tab, and the available options are also permission-controlled.

Administration Tab

Permissions

Provides access to configure users and roles if you have the Allow User Administration permission. Provides access to configure inContact Groups if you have the Allow Group Administration permission. This option is only visible to users with one or both of these permissions.

Scheduling

Provides access to configure recording schedules. This option is only visible users with the Allow Scheduling permission.

Tools

This option is not used in Hosted deployments.

Recorder Settings

Provides access to configure audio recording. This option is only visible to users with the Allow System Configuration permission.

System Settings

Provides access to configure a variety of application-level settings. These settings are typically configured during installation and should be changed only under the direction of inContact WFO Support.. This option is only visible to users with the Allow System Configuration permission.

Web Portal Settings

Provides access to configure a variety of settings related to the inContact WFO Web Portal. These settings are typically configured during installation and should be changed only under the direction of inContact WFO Support.. This option is only visible to users with the Allow System Configuration permission.

Primary Display

The main portion of the inContact WFO Web Portal page is the primary display area for information. It changes based on the navigation selections you have made.