Work Modes Overview

Work modes allow you to relate codes that define agent states on your PBX to the roster types you define in inContact Workforce Management v1 (see Roster Types Overview). By relating these codes to roster types, you can determine how agent status is shown on the inContact WFM v1 Real Time Roster.

Examples of work modes might include On-Site or In Queue. Available work modes are determined by your integration type. Some PBX/ACD platforms allow you to create custom values.

While you are not required to use work modes in inContact WFM v1, inContact recommends you have at least one work mode for reporting purposes. Best practice is to match inContact WFM v1 work modes (and aux reasons if applicable) to your PBX.

Related Tasks

• Add Work Modes
• Edit Work Modes
• Delete Work Modes

Related References

• Page Details: Work Modes