Devices Overview

inContact Workforce Management v1 integrates with various telephony data sources to acquire user data and call volume histories used for forecasting, scheduling, and Real Time Roster reporting. A device must be created for each data source. The system uses that device to track the source of the call history data and appends new data to that already imported.

All devices are created with "Generic ACD" for the device type. Integration with different data sources is handled through inContact Workforce Management v1 Hub services which are configured at the time of installation. For ease of reference, your installation engineer will name each device to reflect the data source’s name. You should always select that device when importing data.