Click for more information on navigating the Web Portal. Click here for more information. Click here for more information on the left navigation menu. Click here for informaton on the primary display area.

Details: Web Portal

Navigation Tools

Site Switcher
Allows you to move back and forth between the inContact WFO Web Portal and the inContact WFM v1 Web Portal without additional logins. Available only if your deployment includes both inContact Workforce Optimization and inContact Workforce Management v1.
Home
Provides access to Dashboards and the Assignment Inbox. The Home tab is available to any user with an inContact Workforce Optimization login.
Interactions List
Provides access to the Call List and Live Monitor sub-tabs.
Coaching
Provides access to features and functionality associated with inContact Quality Management.
Reporting
Provides access to features and functionality associated with inContact WFO Reporting.
Surveys
Provides access to features and functionality associated with inContact Survey. This tab appears only if your deployment includes inContact Survey and if you have one of the Survey-related permissions.
Administration
Provides access to administrative features and functionality. This tab appears only if you have appropriate permissions.

Login/Logout

Logged In As
Displays the username of the currently logged-in user.
Change Password
Allows users with permission to do so to change their passwords.
Help
Provides access to the online help site for inContact Workforce Optimization.
Logout
Allows you to log out of the inContact WFO Web Portal. Logging out (as opposed to simply closing the browser window) is important for security reasons.

Left Navigation Menu

Each tab provides different options in the left navigation menu.

Home Tab

Dashboards
Provides access to your existing dashboards and allows you to configure new dashboards. Dashboards display widgets that provide information relevant to your organization.
Assignment Inbox
Provides access to your assignment inbox so you can view your evaluations and other material assigned by a supervisor.

Interactions List Tab

The Interactions List tab provides access to the Call List. If you have the correct permissions, you will see a second sub-tab: Live Monitor. For more information on left navigation menu options on the Call List, see Page Details: Call List.

Agent
On the Live Monitor sub-tab, allows you to limit the live monitoring list to specific agents or extensions.
inContact Group
On the Live Monitor sub-tab, allows you to limit the live monitoring to specific inContact Groups.

Coaching Tab

Quality Assurance
Provides access to search for and perform evaluations in inContact Quality Management. This option is visible to users assigned the Default Agent role. With appropriate permissions, you will see additional options for creating and managing evaluation forms.
Content Library
Provides access to a variety of resources your organization makes available within the inContact WFO Web Portal. The Content Library is available to any user with access to the inContact WFO Web Portal.
Manage Content
Provides access to functionality associated with adding and assigning content to the library. This option is only visible to users with appropriate permissions.
Achievements
Provides access to functionality associated with creating and awarding achievements. This option is only visible to users with appropriate permissions.

Reporting Tab

Printable Reports
Provides access to a wide variety of "out of the box" reports that come with inContact Workforce Optimization. This option is visible to users assigned the Default Agent role. Your permissions determine the report categories available within Printable Reports.
Report Tools
Provides access to a variety of reporting tools, including subscription configuration and saved report criteria. The Report Tools option is visible to users with the Default Agent role; however, additional permissions are required to configure subscriptions.
System Reports
Provides access to administrative, system-level reports. This option is only visible to users with appropriate permissions.
Ad Hoc Reports
Provides access to functionality associated with creating customized reports. This option is only visible to users with appropriate permissions, and the types of reports that can be created are limited by additional permissions.

Surveys Tab

Surveys
Provides access to inContact Survey functionality, including creating, managing, and searching for surveys. You must have at least one Survey-related permission to see the Surveys tab, and the available options are also permission-controlled.

Administration Tab

Permissions
Provides access to configure users and roles if you have the Allow User Administration permission. Provides access to configure inContact Groups if you have the Allow Group Administration permission. This option is only visible to users with one or both of these permissions.
Scheduling
Provides access to configure recording schedules. This option is only visible users with the Allow Scheduling permission.
Tools
Provides access to the Service Manager and Archiver Console, which are used only in Premises deployments. This option is only visible to users with the Allow System Configuration permission.
Recorder Settings
Provides access to configure audio recording. This option is only visible to users with the Allow System Configuration permission.
System Settings
Provides access to configure a variety of application-level settings. These settings are typically configured during installation and should be changed only under the direction of inContact WFO Support. This option is only visible to users with the Allow System Configuration permission.
Web Portal Settings
Provides access to configure a variety of settings related to the inContact WFO Web Portal. These settings are typically configured during installation and should be changed only under the direction of inContact WFO Support. This option is only visible to users with the Allow System Configuration permission.

Primary Display

The main portion of the inContact WFO Web Portal page is the primary display area for information, and changes based on your navigation selections.