Hybrid Users Overview

Task Details Screen Details

Users are individuals who have access to and can perform tasks in the inContact WFO Web Portal. They also appear in inContact WFO Web Portal searches and in inContact Workforce Optimization reporting. Users may include agents, supervisors, system administrators, and others.

In inContact WFO, "agents" are users who have the Agent field selected in their user accounts. Their audio interactions (and screens, if applicable) are typically recorded.

In Hybrid deployments, user accounts are created and deactivated in inContact Central, then synchronized with the inContact WFO Web Portal where all other configuration is performed.

Central User Accounts

All inContact WFO users need to be created in Central, regardless of whether they will be recorded or will just use the inContact WFO Web Portal for reporting, evaluations, and so forth. However, your billing is based only on the number of recorded agents. It is therefore important to keep the following in mind regarding Central user accounts:

  • Users who are to be recorded should be given the iWFOUser Security Profile and assigned to the iWFO Enabled Team. Your organization will be billed for these users.
  • Users who need to access the inContact WFO Web Portal, who will not be recorded, and who will not manage user accounts (for example, a reporting analyst or QA evaluator) should be given the iWFOUser Security Profile and assigned to the iWFO Not Enabled Team. Your organization will not be billed for these users.
  • Users who need to access the inContact WFO Web Portal, who will not be recorded, and who will manage user accounts should be given the iWFOAdmin Security Profile and assigned to the iWFO Not Enabled Team. Your organization will not be billed for these users.

The first time a user account is synchronized from Central to inContact WFO, a new account appears in the inContact WFO Web Portal with the information you entered in Central. By default, the Agent checkbox is selected for all new accounts. If the user will not be recorded, you should clear that checkbox.

During subsequent synchronizations from Central to inContact WFO, the following parameters apply:

  • If the Central account does not have a value in the Primary Phone field, phone numbers in the user's inContact WFO account (if any) will be deleted during synchronization.
  • If the Central account is assigned to the iWFO Enabled team and does have a value in the Primary Phone field, the value will be added to any existing phone numbers in the Phones list on the user account.
  • If the Central account is assigned to the iWFO Not Enabled team and does have a value in the Primary Phone field, phone numbers in the user's inContact WFO account (if any) will be deleted during synchronization. This is because non-WFO-enabled users cannot be recorded.

By default, users can log into the inContact WFO Web Portal and view the Home tab and the Coaching tab's Content Library. In the library, they can only see documents that have been assigned to them. 

Other tasks that users can perform are defined by their assigned role(s), and you should typically create roles before creating user accounts. For more information, see Roles and Permissions Overview.

Managing User Accounts

In many contact centers, users change frequently. If a user leaves your organization, you can deactivate the account in Central and the change will synchronize. You will no longer be billed for users who are deactivated in Central.

Hybrid inContact WFO provides two additional ways to handle user accounts when a user's status changes:

  • Locking — you can lock the user account if access to the inContact WFO Web Portal should be temporarily suspended (for example, during an FMLA leave). Locking an account does not prevent the user from being recorded where applicable (for example, if access to the inContact WFO Web Portal is suspended during a disciplinary period but the user is still taking calls). Because the user's Central account is still active, your organization is billed for locked users.
  • Deactivating — you can deactivate the user account if access to the inContact WFO Web Portal should be permanently suspended, if the user should no longer be recorded, or both (for example, if a user leaves the company or transfers to another position). In this case, the user's information is still available via the inContact WFO Web Portal and they still appear in historical reports. If you need to reactivate a user account, contact inContact WFO Support. Users who have been deactivated in inContact WFO are still active in Central and your organization would be billed for them unless you change their Central team assignment to the iWFO Not Enabled team.

Exporting User Accounts

You can export user account information from the inContact WFO database to a CSV file. You may use this file as a backup or to import the data into other applications. The file will contain the following values for each user:

  • Username
  • Password
  • "Locked" value (Y/N)
  • First name
  • Last name
  • Email
  • Active agent (Y/N)
  • System username
  • System domain
  • Employee ID
  • Site ID
  • Phone1;phone2;phone3
  • RoleID;roleID;roleID

User account data can be added to or extracted from the inContact WFO database via the inContact WFO API. For more information, see the inContact Workforce Optimization API Manual and talk to your inContact WFO representative.

Related Tasks

Related References