inContact Workforce Optimization Widgets Overview

inContact Workforce Optimization offers a variety of widgets which users can choose to display on their Home tabs. Administrators can control which widgets are available to users by adding new widgets, editing existing widgets, and deleting widgets from those available.

Adding or deleting a widget cycles the application pool in IIS, and requires a page refresh and new login to see changes. This will force a logout for all connected users and should be performed outside of regular business hours.

With appropriate permissions, you can view the Home Tab Widgets list, found on the Web Portal Settings page, to see the widgets currently available in your system.

Administrators can upload new versions of existing widgets if they become available. If the file names are identical, inContact WFO will prompt for confirmation to overwrite the existing widget. Uploading a new version resets the widget's date to the current day.

The maximum number of widgets that will be listed per page is determined by the Number of Items to Display setting, found preceding the Home Tab Widgets section on the Web Portal Settings page. If more widgets than that are uploaded, pagination will be used to view the rest.

Achievement Widget

The Achievement widget allows users to view information about achievement awards. Agents can view a list of achievements they have received as well as any achievements potentially available to them. Agents can also see achievements awarded to other agents. Managers and supervisors, as well as agents, can also use this widget to view a list of high-scoring agents and newly-added achievement types.

Information displayed on the widget can be filtered to include only achievements and points received by specific inContact Groups.

inContact Groups are displayed on the widget with the name of the group in inContact WFO at the time the achievement was awarded. If this name is changed after the achievement is awarded, the achievement is still displayed with the old group name.

For information about creating and managing achievement awards, see Achievements Overview.

Permissions

No special permissions are needed to use this widget.

Assignment Inbox Widget

The Assignment Inbox widget can be accessed by up to 200 simultaneous users. It displays messages that are generated when:

  • An evaluation is completed for you.
  • You receive a response to a question or dispute concerning an evaluation.
  • Training material is assigned to you via the Content Library.

Permissions

No special permissions are needed to use this widget. However, to use the widget links to call recordings or evaluations, you must have the Default Agent role (or equivalent).

Forecast vs. Actual Widget

This widget only contains data in Premises deployments that include inContact Workforce Management v1.

The Forecast vs. Actual widget can be accessed by up to five simultaneous users, and allows you to compare actual call volume against forecast call volume. The comparison is based on the forecast designated as the "use for reporting" set for the labor unit being viewed. For additional information, see the inContact Workforce Management v1 User Manual.

This widget would be used by those in charge of staffing and day-to-day operations, such as WFM personnel, managers, supervisors, and so forth.

Permissions

You must have the Allow View Forecast Actual Data permission to view and use this widget.

KPI Performance Widget

The KPI Performance widget can be accessed by up to 10 simultaneous users, and allows you to see the average score for quality assurance evaluations. You can then compare the actual performance against predetermined thresholds.

Permissions

You must have the following permissions to view and use this widget:

  • Allow Viewing of User's Own Records and Allow View QA Evaluations, or
  • Allow Viewing All Call Records & QA Evaluations

Live Snapshot Widget

This widget only contains data in Premises deployments that include inContact Workforce Management v1.

The Live Snapshot widget can be accessed by up to five simultaneous users, and allows you to view call data, staffing information, and service levels. This widget is primarily for users managing day-to-day operations such as WFM personnel, supervisors, mangers, and so forth. It provides you with the ability to:

  • View the number of calls in queue vs. active calls for a particular group.
  • View live service level, average speed of answer (ASA), and Service Level goals.
  • View staffing information (for example, to see the number of agents in various states such as available, on call, or lunch).

For additional information, see the inContact Workforce Management v1 User Manual.

Permissions

You must have the Allow View Snapshot Data permission to view and use this widget.

News Widget

The News widget can be accessed by up to 200 simultaneous users, and allows administrative users to quickly push one-line information to group(s) of agents and other users. Supervisors and managers can use this for recognition, updates, briefs, and so forth. Users can search within the widget for news that contains certain keywords, that was posted within specific date ranges, or both.

Permissions

No special permissions are required to load and view this widget. However, you can only post news items if you have the Allow Widget Administration permission.

QA Benchmark Widget

The QA Benchmark widget can be accessed by up to 10 simultaneous users, and enables you to compare QA score averages for agents, inContact Groups, and forms against a benchmark entity you have selected.

For example, if an Agent-to-Group comparison is used, an inContact Group is selected as a benchmark. This information allows for a quick assessment of QA performance. An unlimited number of comparisons can be added to the widget.

This widget supplements the printable QA comparison reports that provide more robust reporting and analysis: Group QA Summary, QA Agent Periodical Trending, QA Agent Trending, QA Form Trending, and QA Group Scorecard. For additional information, see the inContact Workforce Optimization Reporting Manual.

Permissions

Viewing and using this widget requires access permissions to evaluation data for other groups, other agents, or both.

Service Level Widget

This widget only contains data in Premises deployments that include inContact Workforce Management v1.

The Service Level Snapshot widget can be accessed by up to five simultaneous users, and allows users to view service level percentages for various labor units. Workforce management personnel, managers, and supervisors can use this widget to receive quick-glance service levels, helping them manage their day-to-day operations.

The widget lets you:

  • Display service level goals for a specific group.
  • Display service level live data for a specific group.
  • Display service level averages for a specific group.

Permissions

You must have the Allow View Service Level Data permission to view and use this widget.

Related Tasks

Related References