inContact Groups Overview

Task Details Screen Details

inContact Groups are collections of users that you define in a way that makes sense for your organization. For example, inContact Groups could be based on:

  • Skills on your ACD/PBX
  • Departments (sales, service, billing, and so forth)
  • Teams in your contact center (John's Team, Legends Team)
  • Clients (for an outsourcer)
  • Geographic locations

You can create new inContact Groups and edit the names of existing groups as needed.

Supervisors and managers of these groups are given an inContact WFO user account with specific permissions to access records, evaluations, and reports for agents in the groups they manage.

In addition to inContact Groups, supervisors and evaluators can also be given access to recordings, evaluations, and reports based on ACD groups, ACD gates, or both. This offers you a great deal of flexibility in designing information access and security in inContact WFO.

Several quality assurance reports are based on inContact Group assignments. Users do not have to be placed in an inContact Group. On the other hand, one user can belong to multiple inContact Groups.

Users can only be added to groups if they have the Agent field selected and at least one phone extension in their user account. This is because inContact WFO manages group membership based on the agent's phone ID. You can see this in the inContact Group list shown in Page Details: inContact Groups.

This approach gives you greater flexibility when it comes to associating calls with inContact Groups. For example, if an agent has several extensions and you want all calls for that agent associated with the same group, add all of the agent's extensions to that group. On the other hand, if the agent has three extensions, and takes a different type of call on each, you can associate each extension with a different group.

If an inContact Group already exists with the name you have chosen, the following error is generated: "That group name already exists! Change the group name and try again."

While inContact WFO allows you to delete groups, this is not recommended. It affects historical reporting because the deleted group will no longer be available as a filter. Also, deleted groups cannot be recovered. Deleting groups does not delete the users in those groups.

Related Tasks

Related References