inContact WFO Management Overview
Most administration tasks are performed in the inContact WFO Web Portal, which you can access using a web browser on your PC. Internet Explorer, Mozilla Firefox, and Google Chrome have been tested and work well with inContact WFO. See PC Requirements for the currently supported browser versions.
Your inContact WFO installation team will provide you with a web address for the portal. If your system topology calls for multiple web portals, each has a unique hostname and IP address.
inContact Workforce Management v1 uses a different web portal than inContact WFO. If your system includes both inContact WFM v1 and inContact WFO, your team will provide you with two web addresses. However, once you have logged into the web portal for either, you can switch back and forth between the two from within the applications.
Your installation team will provide you with the username and password for an account with administrator-level privileges. You should change your password from the default as soon as possible.
inContact WFO operates in one of these three models:
- Premises — in this model, all components of the inContact WFO system are located at your sites, and your ACD/PBX is provided by a third-party vendor (such as Avaya, Cisco, or ShoreTel).
- Hybrid — in this model, recording components of your system are located at your sites. Other system components, such as file storage, are located in the cloud. Your ACD/PBX is provided by a third-party vendor, as listed previously.
- Cloud — in this model, all components of your system (except screen recording, if applicable) are located in the cloud, and your ACD/PBX is inContact.
Because of differences in administration tasks and some functionality, customers using inContact WFO