Getting Started with inContact Workforce Optimization

Welcome to inContact Workforce Optimization. The basic inContact WFO platform provides contact centers with the ability to record interactions and perform quality monitoring to improve customer service.

If you are an agent with access to the inContact WFO Web Portal, you have likely been given a basic permission set that will allow you to:

• Customize your Home tab with dashboards that provide you with relevant information,
• Listen to your own recordings and perform some basic recording-related tasks, and
• View your own evaluations and reports related to them.

In some organizations, agents can also:

• Evaluate their own performance on customer interactions,
• Question or dispute evaluations performed by supervisors, and
• Earn achievements related to their performance and other factors.

The links below will provide you information you need to learn the basics of inContact Workforce Optimization.

Related Themes

• inContact WFO Web Portal Overview — to learn about the inContact WFO Web Portal and start customizing your workspace
• Recording Playback Overview — to learn about listening to and working with your recorded interactions
• Assignment Inbox Overview — to learn about one method of viewing your own evaluations
• Agent Self-Evaluation Overview — to learn about evaluating your own performance (if your organization uses this feature)
• QA Review Process Overview — to learn about this process, also known as Arbitration, which allows agents to question and dispute evaluations (if your organization uses this feature)
• Widget Details: Achievement — to learn about how you can view achievements (if your organization uses this feature)