Employee Accounts Overview
Users in inContact Workforce Management v1 are called employees. All employees must have user accounts in order to be scheduled and tracked on the Real Time Roster, even if they will never log in to the inContact WFM v1 Web Portal themselves.
A user account allows an employee to log in to the inContact WFM v1 Web Portal, assuming that the employee knows their username, password, and Web Portal URL. Unless a role has been assigned, the employee sees only the Home tab with their employee profile information. They cannot see their schedule or perform any actions. For more information on roles in inContact Workforce Management v1, see Permissions and Roles Overview.
Employees who are contact center agents may log in to multiple devices (that is, ACDs), but inContact WFM v1 can only tie each user account to one ACD. If users need to be tracked for each login, you must create separate inContact WFM v1 employee accounts for each login.
Employee accounts can be edited in the inContact WFM v1 Web Portal but cannot be deleted. If you have a hybrid system, you can delete accounts from the inContact WFO Web Portal. See the next section for additional information.
If your organization uses AD Group Role Synch, users can log in to the inContact WFM v1 Web Portal with their Windows credentials. Some organizations allow users to log in with either their Windows credentials or a inContact WFM v1 account. If your organization uses only Windows-based logins, passwords should be managed through Active Directory and not through inContact WFM v1.
Combined inContact WFO/inContact Workforce Management v1 Systems
If your organization uses both inContact WFO and inContact Workforce Management v1, user account information is stored in the same database and shared between the applications.
Users can log in to each application with the same username and password, and can switch between the Discover and inContact WFM v1 Web Portals without logging in again. However, in order to access any functionality in either application, they must have assigned roles.
In combined systems, it is typically considered a best practice to create user accounts in inContact WFM v1, since this also creates an inContact WFO user account for that employee. If you create the user account in inContact WFO, the inContact WFM v1 employee account will have missing fields and cannot be used until these fields are updated (for details, see Mass Update Incomplete Users).
Multiple users can be simultaneously added to a hybrid system using the Import Users functionality in the inContact WFO Web Portal (see Import Users in Premises Deployments). However, the resulting accounts lack information that is required in inContact Workforce Management v1, as described previously.