inContact WFO Widgets Overview

Task Details Screen Details

inContact WFO offers a variety of widgets which users can choose to display on their Home page. Administrators can control which widgets are available to users by adding new widgets, editing existing widgets, and deleting widgets from those available.

Adding or deleting a widget cycles the application pool in IIS, and requires a page refresh and new login to see changes. This will force a logout for all connected users and should be performed outside of regular business hours.

With appropriate permissions, you can view the Home Tab Widgets list, found on the Web Portal Settings page, to see the widgets currently available in your system.

Administrators can upload new versions of existing widgets if they become available. If the file names are identical, inContact WFO will prompt for confirmation to overwrite the existing widget. Uploading a new version resets the widget's date to the current day.

The maximum number of widgets listed per page is determined by the Number of Items to Display setting, found preceding the Home Tab Widgets section on the Web Portal Settings page. If more widgets than that are uploaded, pagination will be used to view the rest.

Achievement Widget

The Achievement widget allows users to view information about achievement awards. Agents can view a list of achievements they have received as well as any achievements potentially available to them. Agents can also see achievements awarded to other agents. Managers and supervisors, as well as agents, can also use this widget to view a list of high-scoring agents and newly-added achievement types.

Information displayed on the widget can be filtered to include only achievements and points received by specific inContact Groups.

inContact Groups are displayed on the widget with the name of the group in inContact WFO at the time the achievement was awarded. If this name is changed after the achievement is awarded, the achievement is still displayed with the old group name.

For information about creating and managing achievement awards, see Achievements Overview.

Permissions

No special permissions are needed to use this widget.

Assignment Inbox Widget

The Assignment Inbox widget can be accessed by up to 200 simultaneous users. It displays messages that are generated when:

  • An evaluation is completed for the agent.
  • The agent receives a response to a question or dispute concerning an evaluation.
  • Training material is assigned to the agent via the Content Library.

Permissions

No special permissions are needed to use this widget. However, to use the widget links, you must have permission to access your own recordings and evaluations.

Forecast vs. Actual Widget

The Forecast vs. Actual widget is no longer used.

KPI Performance Widget

The KPI Performance widget can be accessed by up to 10 simultaneous users, and allows you to see the average score for quality assurance evaluations. You can then compare the actual performance against predetermined thresholds.

Permissions

You must have the following permissions to view and use this widget:

  • Allow Viewing of User's Own Records and Allow View QA Evaluations, or
  • Allow Viewing All Call Records & QA Evaluations

Live Snapshot Widget

The Live Snapshot widget is no longer used.

News Widget

The News widget can be accessed by up to 200 simultaneous users, and allows administrative users to quickly push one-line information to group(s) of agents and other users. Supervisors and managers can use this for recognition, updates, briefs, and so forth. Users can search within the widget for news that contains certain keywords, that was posted within specific date ranges, or both.

Permissions

No special permissions are required to load and view this widget. However, you can only post news items if you have the Allow Widget Administration permission.

QA Benchmark Widget

The QA Benchmark widget can be accessed by up to 10 simultaneous users, and enables you to compare QA score averages for agents, inContact Groups, and forms against a benchmark entity you have selected.

For example, if an Agent-to-Group comparison is used, an inContact Group is selected as a benchmark. This information allows for a quick assessment of QA performance. An unlimited number of comparisons can be added to the widget.

This widget supplements the printable QA comparison reports that provide more robust reporting and analysis: Group QA Summary, QA Agent Periodical Trending, QA Agent Trending, QA Form Trending, and QA Group Scorecard. For additional information, see the inContact Workforce Optimization Reporting Manual.

Permissions

Viewing and using this widget requires access permissions to evaluation data for other groups, other agents, or both.

Service Level Widget

The Service Level widget is no longer used.

Related Tasks

Related References