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.

Users must have a user account in order to log in to the inContact WFO Web Portal.

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.

Login Modes

The type of authentication, or login mode, used in your system is decided and configured during installation. inContact WFO supports three login modes:

  • Database Mode — Validates logins against users in the inContact WFO database. With this mode, you must create accounts for users in the database before they can log in. Password length and other security measures are configured in inContact WFO. This is the default login mode.
  • Active Directory (AD) Mode — Validates logins against AD using Kerberos authentication. The user must be logged into AD and be a member of an AD group with permissions to access inContact WFO. With this mode, user accounts may be created automatically the first time the user logs in to the inContact WFO Web Portal using AD credentials. Password length and other security measures are configured in AD. Additional settings must be configured to support this login mode. For details, see Page Details: Security Settings.

    When users log in using AD authentication, a message is sent from inContact WFO to AD. This event is logged, as is the result, which can be:

    • inContact WFO receives a response from AD and authentication succeeds. The user is logged in.
    • inContact WFO receives a response from AD and authentication fails. The user is not logged in, and a specific message identifying the cause is logged.
    • inContact WFO fails to receive a response from AD. In this case, a "Directory Entry Failed" error is logged and the user is not logged in. There is no timeout associated with this; it either succeeds or fails. On the inContact WFO login screen, the following message is displayed: "Login failed. No response was received from Active Directory or Active Directory could not be contacted."
  • Hybrid Mode — Allows users to log in using either an inContact WFO user account or their Windows AD account. On the inContact WFO login page, the user must select either Database or Active Directory mode. Additional settings must be configured to support this login mode. For details, see Page Details: Security Settings.

Managing User Accounts

In many contact centers, users change frequently. inContact WFO provides three 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 a maternity or 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).
  • 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.
  • Deleting — you can delete a user account if you do not want to see the user in reporting and you do not need to access any of the user's account information or call data. This is not a common scenario, and accounts are typically only deleted if they were created in error or were not needed (for example, an account that was created for a new agent who did not make it through training). Deleting a user account does not delete the information from the inContact WFO database. If you need to access data for a user whose account was deleted, contact inContact WFO Support.

At times, you may want to create user accounts in batches (for example, if a new center comes online or a new department begins recording). If you have a database or Excel spreadsheet of agents, you may be able to generate a comma-separated values (CSV) data file that you can then import into inContact WFO, saving time by minimizing data entry tasks.

You can also 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 same values for each user as those required for an import file.

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 WFO API Manual and talk to your inContact WFO representative.

Related Tasks

Related References