Configuration & Settings Overview

The inContact WFO Web Portal provides access to various application settings for the services and modules that make up inContact WFO. Application settings also include security and email settings that affect user interaction with inContact Workforce Optimization.

For the most part, these settings are configured during the installation process by the inContact WFO deployment team

Administrators of inContact WFO need a basic understanding of the application's services, modules, and settings. However, unless specifically noted, no configurations should be changed except under the direction of inContact WFO Support.

Terminology

The inContact WFO Web Portal can be customized with terminology used in your operating environment. For example, if you do not use the term agents, but instead refer to "reps" or "CSRs", inContact Workforce Optimization can be configured to show your terminology in its user interface.

Terminology settings are typically discussed during the discovery phase and configured at the time your system is installed. You can change them later if necessary.

If you make changes to terminology settings, it may take some time for the changes to appear in the ad hoc reporting pages. Terminology changes affect only inContact Workforce Optimization and do not carry through to the inContact WFM v1 Web Portal.

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