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Manage work force quality.

Work Force Optimization (WFO)

Work Force Optimization (WFO) suite provides the following quality assurance options under WFO tab. These options are used for monitoring quality control, researching customer complaints, or assisting in agent training.

Assessor - Allows customizable agent scorecards to score and evaluate every agent interaction.
Screen Recording Report - Allows to search for specific agent screen recording of the call.
Call Recording Report - Allows to search for specific call recordings.

Contact your Account team or Client Services to discuss add-on product setup for your site.

The WFO tab will be displayed next to the Review tab, if enabled.

Admin Guides copy > .Work Force Optimization vU9 > wfo_tab.png

Assessor and Call Recording Report options will be available under WFO tab if Assessor add-on product is enabled.
Screen Recording Report and Call Recording Report options will be available under WFO tab if Screen Recording add-on product is enabled.
To see what add-on product is enabled for the portal, navigate to Configure > Client / Service > Client editor > Billing tab > WFO section.

Clicking on the WFO tab will display the Sign in screen. You need to enter the credentials provided by the permitted administrative users.

Admin Guides copy > .Work Force Optimization vU9 > login.png

After signing in, you can access the Assessor editor, screen recording and call recording reports.

This section covers the Work Force Optimization (WFO) features in LiveVox Portal. The following items are reviewed in this section: