Page Details: Employee Account

inContact Workforce Management v1 allows you to enter a wide variety of data about each employee, much of it optional.

This topic explains the available employee account fields and associated information to help you decide which fields are appropriate for your organization.

Fields noted with an asterisk (*) are required. Fields that exist in both the inContact WFO user account and inContact Workforce Management v1 employee account appear in blue.

First Name
Specifies the employee's first name.
Last Name
Specifies the employee's last name.
Title
Specifies the title of the employee, as chosen from the drop-down list of titles configured in your inContact WFM v1 system.
Location
Specifies the location of the employee, as chosen from the drop-down list of locations configured in your inContact WFM v1 system.
Employee ID
Optional field that can display an employee number used in other systems, such as HR or your PBX.
Labor Unit
Specifies the labor unit of the employee.
Team
Specifies the team to which the employee belongs.
Username
Login name for the user. Usernames must be unique. If you try to save a new employee account with a username that already exists, you will receive an error. inContact Workforce Management v1 has no restrictions on characters and spacing in the Username. If your system uses Active Directory (AD) authentication and users are automatically created at login, this field contains the user's AD username.
Password
Security password to control the user's access to the WFO and inContact WFM v1 Web Portals. inContact WFO does not restrict passwords by default. However, a variety of settings can be used to make passwords more secure. For more information, see Page Details: General Settings. If your system uses Active Directory (AD) authentication and users are automatically created at login, this field contains the user's AD password.
Email
A valid, unique email address is required for every employee account. If you attempt to save the employee without an email address, inContact WFM v1 will prompt you to provide one.
Phone
Specifies the phone number of the employee. Enter numbers only.
Active
Specifies whether the employee is active. If this checkbox is not selected, the employee cannot access inContact WFM v1 and is not available for scheduling. Any historical information would still appear on reports. Inactive employees cannot be searched for in either web portal and can be reactivated only with the help of inContact WFO Support.

In systems that include both inContact WFO and inContact Workforce Management v1, clearing the Active checkbox can cause the agent to lose access to both applications. In some cases, you may need to keep an agent's inContact WFO Web Portal access even if they will no longer be scheduled with inContact WFM v1. To accomplish this, leave the Active checkbox selected, but deselect the labor unit associated with the employee and set the value in the Device field to <None>. This removes the employee from any scheduling and Real Time Roster pages, but leaves the account intact.

Superuser
Selecting this checkbox provides unlimited access to inContact Workforce Management v1 and, in hybrid systems, to inContact WFO. Grant this status only when absolutely necessary.
Can Be Supervisor
Selecting this checkbox causes the employee to appear in the list of available supervisors on the Team Configuration page.
Schedule Type
Displays the schedule type associated with the employee and is required for any employee who will be automatically scheduled by inContact WFM v1.
Labor Time Zone
Allows you to provide the employee's work time zone if it differs from that of the employee's assigned location.
Roles
Displays a listing of all roles configured in your system. The role(s) assigned to the employee are highlighted. Employees may be assigned multiple roles.
Skills
Displays a listing of all skills configured in your system. The skill(s) assigned to the employee are highlighted. Employees may be assigned multiple skills..
Device
Specifies the device used by the employee, as chosen from a drop-down list of devices configured during your system deployment.
Device Unique ID
Displays the unique login ID for the employee on the PBX shown in the Device field, such as logid, TelsetLoginID, and so forth. The Device and Device Unique ID combination of values must be unique to the agent. If it is not and you attempt to save the agent, Clarity will warn you that the Device Unique ID value is already in use and will not allow you to save the duplicated values. The following table may be helpful in determining the value for this field in different contact center environments.

Device Unique IDs by Integration Type

Avaya CMS

Login

Avaya AACC

TelsetLoginID

Cisco UCCX

resourceLoginID

Cisco UCCE

SkillTargetID (Take from Agent Table)

ShoreTel Contact Center

Agent_id

ShoreTel Director

AgentDN

Zeacom Contact Center

Loginid

Cell Phone
Displays the cell phone number of the employee.
Cell Carrier
Specifies the employee's cell phone carrier as chosen from a preconfigured drop-down list of cellular providers. This field is required for inContact WFM v1 to send text messages to the employee.
Enable SMS
Selecting this checkbox enables inContact WFM v1 to send text messages to this employee.
Upload New Photo
Allows you to upload and include employee photos in inContact WFM v1 profiles. The photo must be on your computer or an accessible network drive, and must be in GIF, PNG, or JPEG format. Photos are uploaded by default to the CallCopy\ClarityImages directory. Alternatively, inContact WFM v1 can be configured (either during installation or later by inContact WFO Support) to use a custom location such as a network file share. The IIS_IUSRS account on the inContact Workforce Management v1 server must have read and write permissions to any directory used.

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