Content Library Overview

Task Details Screen Details

The Content Library enables organizations to upload files that can be shared with agents who have access to inContact WFO. A wide variety of files and file types can be uploaded to the Content Library. Here are a few examples of content some organizations share in the Content Library:

  • MS Word files, such as templates for email or chat contacts
  • PDF documents, such as procedure and policy guides
  • Saved Web pages, which can serve as links to an organization's website, blog, or knowledgebase
  • Powerpoint files, such as training or product presentations
  • Call recordings exported from inContact WFO that exemplify positive (or negative) call handling.

No special permissions are required to view the Content Library, although agents will only see those items assigned to the inContact Groups to which they belong. Permissions are required to add, edit, or delete items within the library. If you need to manage the Content Library and are unable to do so, see your inContact WFO administrator.

Items within the Content Library are organized into user-defined categories. The number of items in each category appears inside the parentheses to the right of the category name. Clicking on a category displays the items in that category.

When an item is added to the Content Library and assigned to a group, that item will also appear in the Assignment Inbox for agents who are members of that group. Those agents will see an envelope icon (designating new messages) at the top of their inContact WFO Web Portal. Depending on your system configuration, agents may also be notified via email about the new content.

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