• inContact WFO Home
    • Getting Started with inContact Workforce Optimization
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    • Dashboards
      • Create Dashboards
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      • View Dashboards
      • Edit Dashboards
      • Page Details: Manage Dashboards
    • Assignment Inbox
      • View Your Assignment Inbox
      • Page Details: Assignment Inbox
  • inContact WFO Admin
    • Getting Started as an inContact Workforce Optimization Administrator
    • Users
      • Activate/Deactivate a User Profile
      • Add/Remove Skills to or from a User Profile
      • Assign/Remove a User from Groups
      • Change a User's Skill Proficiencies
      • Copy a User
      • Create/Edit a New Single User
      • Create/Edit Multiple Users
      • Page Details: Create New Single User
      • Page Details: Create New Single User User Settings
      • Page Details: Manage Multiple Users Download/Upload
      • Page Details: User Profile Audit History Tab
      • Page Details: User Profile General Tab
      • Page Details: User Profile Groups Tab
      • Page Details: User Profile Login History Tab
      • Page Details: User Profile Notes Tab
      • Page Details: User Profile Skills Tab
      • Page Details: User Profile System Tab
      • Page Details: Users Table
      • Reset a User Profile Password
      • Users Overview
    • SecurityProfiles
      • Change a User's Security Profile
      • Copy a Security Profile
      • Create/Edit a Security Profile
      • Deactivate a Security Profile
      • Enable Users to Access Data
      • Page Details: Create Security Profile Assigned Users
      • Page Details: Create Security Profile Name & Information
      • Page Details: Create Security Profile Password Policy
      • Page Details: Create Security Profile Permissions
      • Page Details: Create Security Profile Reports
      • Page Details: Create Security Profile Restrict Data
      • Page Details: Create Security Profile WFM
      • Page Details: Create Security Profile WFO
      • Page Details: Security Profiles Table
      • Security Profiles Overview
    • Groups
      • Activate/Deactivate a Group
      • Add Users to a Group
      • Create/Edit a Group
      • Groups Overview
      • Page Details: Create New Group
      • Page Details: Group Audit History Tab
      • Page Details: Group General Tab
      • Page Details: Group Notes Tab
      • Page Details: Groups Table
      • Page Details: Group Users Tab
    • Security
      • Encryption
      • Blackouts
    • Server and Site
      • Environmental Requirements
      • Server Requirements
      • PC Requirements
    • Configuration and Settings
      • Configure Terminology
      • Page Details: Terminology Settings
      • Page Details: Mail Settings
      • Configure Web Portal Settings
      • Page Details: Web Portal Settings
      • Page Details: Web Server Settings
      • Page Details: Custom Extensions
      • Services
      • Locations
      • inContact Workforce Optimization Widgets
    • APIs
      • Export API
      • Recording API
  • Recording
    • Audio Recording
      • Custom Lookups
    • Screen Recording
      • Add Mapped Workstations
      • Edit Mapped Workstations
      • Remove Mapped Workstations
      • Import Workstations
      • Install the Screen Recording Client
      • Settings Details: inContact Screen Recording Client
      • Settings Details: Silent Installation of inContact Screen Recording Client
      • Page Details: Workstations List
      • Troubleshooting
    • Recording Playback
      • Play a Recording
      • Customize the Web Player
      • Customize the Recorded Interactions List
      • Customize the HTML5 Interaction Player
      • Page Details: Call List
      • Page Details: Call List Settings
      • Details: Web Player
      • Page Details: Recorded Interactions
      • Page Details: Recorded Interactions Settings
      • Details: HTML5 Interaction Player
      • Finding Recordings
      • Working with Recordings
    • File Retention
      • Create File Retention Actions
      • Edit File Retention Actions
      • Delete File Retention Actions
      • Page Details: File Retention Action List
      • Page Details: Edit File Retention Action
    • Recording Schedules
      • Copy Recording Schedules
      • Create Custom Recording Schedules
      • Create Recording Schedules Based on Number of Calls
      • Create Recording Schedules for a Period of Time
      • Find Recording Schedules
      • Edit Recording Schedules
      • Delete Recording Schedules
      • Create Timed Recording Schedules
      • Find Timed Recording Schedules
      • Edit Timed Recording Schedules
      • Delete Timed Recording Schedules
      • Page Details: Schedule Query
      • Page Details: New Schedule
      • Page Details: Timed Schedule List
      • Page Details: Timed Schedules
  • Quality Management
    • Forms
      • Create QA Evaluation Forms
      • View QA Evaluation Forms
      • Edit QA Evaluation Forms
      • Enable QA Evaluation Forms
      • Disable QA Evaluation Forms
      • Export QA Evaluation Forms
      • Page Details: QA Forms Listing
    • Evaluations
      • Evaluate Calls
      • Evaluate Agents
      • View Completed or In-Progress Evaluations
      • Save Search Criteria Sets
      • Use Saved Search Criteria Sets
      • Delete Saved Search Criteria Sets
      • Complete In-Progress Evaluations
      • Edit QA Evaluations
      • Delete QA Evaluations
      • Page Details: Agent Forms Listing
      • Page Details: Perform QA
      • Page Details: Search QA Evaluation
      • Calibration
      • Agent Self-Evaluation
    • Arbitration and Review
      • Acknowledge QA Evaluations
      • Question QA Evaluations
      • Dispute QA Evaluations
      • View QA Acknowledgments
      • Respond to Questioned Evaluations
      • Respond to a Disputed QA Evaluation
      • Page Details: Search QA Acknowledgments
    • Achievements
      • Add Achievement Types
      • Upload a Custom Icon
      • Edit Achievement Types
      • View Achievement Types
      • Award an Ad Hoc Achievement
      • View Awarded Achievements
      • View an Agent's Achievement Details
      • Delete an Agent's Awarded Achievements
      • Page Details: Add Achievement Type
      • Page Details: Achievement Types
      • Page Details: Awarded Achievements
      • Page Details: Agent Achievements Detail
    • Content Library
      • Create Content Library Categories
      • Edit Content Library Categories
      • Delete Content Library Categories
      • Add Items to the Content Library
      • Edit Items in the Content Library
      • Delete Items from the Content Library
      • Access Items in the Content Library
      • View Content Acknowledgments
      • View the Agent Group List
      • View the Agent List
      • Page Details: Content Library
      • Page Details: Add Content
      • Page Details: Content Categories
      • Page Details: Search Content Acknowledgments
  • Reporting
    • inContact WFO Reporting Manual for Hybrid and Hosted Deployments
  • Desktop Analytics
    • inContact Desktop Analytics Administration Guide
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Online Help

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This site is for Hosted inContact WFO. Other online help options include the following:

Premises inContact WFO • inContact WFMv2 • inContact Platform

 

Site Requirements

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Release Notes

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Help Archive

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  • 16.1 online help

Getting Started

Agent

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Supervisor

  • QA evaluations
  • QA review process
  • Recording playback

Reporting

  • Reporting overview
  • Getting started as an Admin
  • Getting started in QM

WFO Administrator

  • Security profiles
  • User management
  • Recording management

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