inContact Workforce Optimization Services Overview

inContact WFO includes a number of different services that perform various functions within the application. The services used in your system can vary depending on:

  • Deployment model — Hosted, Hybrid, or Premises
  • Modules and features — inContact Speech Analytics, inContact Workforce Management v2, and so forth
  • System topology — some situations require multiple instances of services (such as multiple sites or different ACD/PBX environments)

The design document created by your inContact WFO Sales Engineer will show you the services used in your system, and the servers on which they are located.

In Hybriddeployments, application services are completely managed by inContact, although some services run on one or more servers located on your premises. Regardless of deployment model, most of these services operate completely behind the scenes and do not require additional configuration on your part. In fact, changing the settings for some of these services can have serious negative impact on your inContact WFO system.

It is still a best practice for administrators of inContact Workforce Optimization systems to have a basic understanding of their application services are present and how they work together to help inContact WFO meet the needs of their organizations.

For those services that do include user-configured functionality, you will see links to the relevant tasks at the end of this topic.

Service Manager

Service Manager is not used in Hybrid deployments.

In Premises deployments, the Service Manager can used to centrally manage all inContact WFO services regardless of the server on which they are located. For example, you can use the Service Manager to restart recording after adding new agents if your integration requires it.

The Service Manager is initially configured at the time your system is installed. Changes may be required later if services are added or moved to a different physical or virtual server. This level of change should only be completed by or under the supervision of inContact WFO Support.

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