.Work Force Optimization vU10

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.
  
  

You need to login in using the credentials provided by the permitted administrative users. The WFO tab will be displayed next to the Review tab, if enabled.

Clicking on the WFO tab will bring you to the Score tab screen of Assessor. 

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

• .Work Force Optimization vU9
  • .SpeechIQ Analytics Dashboard vU17
• .Search and Score vU15
• .Search and Score vU17
• .Work Force Optimization vU11
  • .Reviewing Interactions vFall23
  • .Reviewing Interactions vLV19
  • .Search and Score vLV19
• .Overview of U-QM vU15
• .Work Force Optimization vU12
• .Adding Interactions vLV19
• .Interaction Intent Dashboard vLV19
• .Quality Monitoring vLV19
• .Word Cloud vLV19
• .Word Cloud vU15
• .Word Cloud vU17
• .Quality Monitoring Dashboard vU15
• .Quality Monitoring Dashboard vU17
• .Quality Management vU15
• .Speech IQ vU17
• .Speech IQ vLV19
• .Speech IQ vU15
• .Action Rules vLV19
• .Action Rules Report vLV19
• .Work Force Optimization vU15
  • .Accessing the Performance Dashboard vLV19
  • .Access Work Center vLV19
  • .Adding Automated Reports vLV19
  • .Adding Automated Reports vU15
  • .Agent Details vLV19
  • .Agent Details vU13
  • .Agent Details vU14
  • .Agent Details vU15
  • .Agent Details vU17
  • .Agent Forecasts vU15
  • .Agent Forecasts vU17
  • .Agent Maintenance vLV19
  • .Agent Maintenance vU15
  • .Agent Schedule Adherence Dashboard vLV19
  • .Agent Schedule Adherence Dashboard vU12
  • .Agent Schedule Adherence Dashboard vU13
  • .Agent Schedule Adherence Dashboard vU14
  • .Agent Schedule Adherence Dashboard vU15
  • .Agent Schedule Adherence Dashboard vU17
  • .Agent Schedule Forecast History vLV19
  • .Agent Schedule Forecast History vU12
  • .Agent Schedule Forecast History vU13
  • .Agent Schedule Forecast History vU14
  • .Agent Schedule Forecast History vU15
  • .Agent Schedule Forecast History vU17
  • .Agent Scheduler Settings vLV19
  • .Agent Scheduler Settings vU12
  • .Agent Scheduler Settings vU15
  • .Agent Scheduler Settings vU16
  • .Agent Scheduler Settings vU17
  • .Agent Scheduling 1 vLV19
  • .Agent Scheduling 1 vU13
  • .Agent Scheduling 1 vU15
  • .Agent Scheduling 1 vU17
  • .Agent Scheduling History vLV19
  • .Agent Scheduling History vU10
  • .Agent Scheduling History vU11
  • .Agent Scheduling History vU13
  • .Agent Scheduling History vU14
  • .Agent Scheduling History vU15
  • .Agent Scheduling History vU16
  • .Agent Scheduling History vU17
  • .Agent Scheduling vU10
  • .Agent Scheduling vU11
  • .Agent Statistics and Trend vLV19
  • .Agent Statistics and Trend vU15
  • .Agent Statistics Report Speech IQ vLV19
  • .Agent Statistics Report Speech IQ vU15
  • .Agent Statistics Report Speech IQ vU17
  • .Alerting vLV19
  • .Alerting vU17
  • .Arbitrator Report vLV19
  • .Arbitrator Report vU17
  • .Assessor - Score Tab vU9
  • .Assessor - Score Tab vU10
  • .Assessor - Score Tab vU11
  • .Assigning E-Learning Content vLV19
  • .Assigning E-Learning Content vU11
  • .Assigning E-Learning Content vU12
  • .Assigning E-Learning Content vU14
  • .Assigning E-Learning Content vU15
  • .Assigning E-Learning Content vU17
  • .Assigning Shifts vU10
  • .Assigning Shifts vU11
  • .Assigning Shifts vU13
  • .Assigning Shifts vU15
  • .Assigning Shifts vU17
  • .Assign Shifts vLV19
  • .Audio Comments Categories vLV19
  • .Audio Comments Categories vU15
  • .Automated Reports vLV19
  • .Automated Reports vU15
  • .Automated Reports vU17
  • .Calibration Results vLV19
  • .Calibration Results vU15
  • .Call Recording Report (WFO) vU9
  • .Call Recording Report (WFO) vU10
  • .Call Recording Report (WFO) vU12
  • .Call Recording Report (WFO) vU13
  • .Call Recording Report (WFO) vU14
  • .Coaching and E-Learning Options vLV19
  • .Coaching and E-Learning Options vU11
  • .Coaching and E-Learning Options vU15
  • .Coaching and E-Learning Options vU17
  • .Configuration vU15
  • .Configuring Work Areas for the Schedule vU10
  • .Configuring Work Areas for the Schedule vU11
  • .Config vLV19
  • .Config vU15
  • .Config vU17
  • .Creating a Saved Search vLV19
  • .Creating a Saved Search vU15
  • .Creating Content Library vLV19
  • .Creating Content Library vU11
  • .Creating Content Library vU13
  • .Creating Content Library vU14
  • .Creating Content Library vU15
  • .Creating Content Library vU16
  • .Creating Content Library vU17
  • .Creating Saved Search vLV19
  • .Creating Saved Search vU15
  • .Creating Saved Search vU16
  • .Creating Saved Search vU17
  • .File Processing Report vLV19
  • .Filter Group Management vLV19
  • .Filter Group Management vU17
  • .Generating Shift Reports vLV19
  • .Generating Shift Reports vU10
  • .Generating Shift Reports vU11
  • .Generating Shift Reports vU13
  • .Generating Shift Reports vU15
  • .Generating Shift Reports vU17
  • .Grade Templates vLV19
  • .Grade Templates vU15
  • .Intent Modeling vLV19
  • .Interaction Intents vLV19
  • .Interaction Intents vU15
  • .Interaction Intents vU17
  • .Interaction Intent Types vLV19
  • .Interaction Intent Types vU15
  • .Interaction Intent vLV19
  • .Interaction Intent vU15
  • .Keyword by Agent vLV19
  • .Keyword by Agent vU15
  • .Keyword by Agent vU17
  • .Keyword Lists vU15
  • .Keyword Lists vU17
  • .Keyword Modeling vLV19
  • .Keyword Summary vLV19
  • .Keyword Summary vU15
  • .Keyword Usage vLV19
  • .Keyword Usage vU15
  • .LV Connect vLV19
  • .Managing Shift Details vU10
  • .Managing Shift Details vU11
  • .Modifying the Assigned shift vLV19
  • .Modifying the Assigned shift vU13
  • .Modifying the Assigned shift vU15
  • .Modifying the Assigned shift vU16
  • .Modifying the Assigned shift vU17
  • .Primary Interaction Intent vLV19
  • .Primary Interaction Intent vU15
  • .Primary Interaction Intent vU17
  • .Quality Assurance Reporting vU11
  • .Scorecard Categories vLV19
  • .Scorecard Categories vU15
  • .Scorecard Categories vU17
  • .Scorecard Queue vLV19
  • .Scorecard Queue vU17
  • .Scorecards 1 vLV19
  • .Scorecards 1 vU15
  • .Scorecards 1 vU17
  • .Scorecard Statistics vLV19
  • .Scorecard Statistics vU15
  • .Score Tab vU12
  • .Screen Recording Report vU9
  • .Screen Recording Report vU10
  • .Screen Recording Report vU12
  • .Screen Recording Report vU13
  • .Screen Recording Report vU14
  • .Shift Details vLV19
  • .Shift Details vU12
  • .Shift Details vU13
  • .Shift Details vU14
  • .Shift Details vU15
  • .Shift Details vU17
  • .Skill Maintenance vLV19
  • .Skill Maintenance vU15
  • .Skill Maintenance vU17
  • .Skill Statistics Summary vU15
  • .SpeechIQ Library vLV19
  • .SpeechIQ Library vU17
  • .Speech IQ Reporting vLV19
  • .Speech IQ Reporting vU15
  • .Speech IQ Reporting vU17
  • .Synonyms vLV19
  • .Synonyms vU15
  • .Tags vLV19
  • .Tags vU15
  • .Tasks vLV19
  • .Tasks vU15
  • .Tasks vU17
  • .User Maintenance vLV19
  • .User Maintenance vU15
  • .WFO Config vU11
  • .WFO Config vU12
  • .Work Center - Work Queue vLV19
  • .Workforce Management vU15
  • .Workforce Management vU17
  • .Work Force Optimization vU16
  • .Work Queue 1 vU15
  • .Work Queue 1 vU17
  • .Work Queue Config vLV19
  • .Work Queue Config vU15
  • .Work Queue Config vU17
  • .Work Queue Management vU15
  • .Work Queue Management vU17
  • .Work Queue Performance Report 1 vLV19
  • .Work Queue Performance Report 1 vU15
  • .Work Queue Performance Report 1 vU17
  • .Work Queue Performance Report vU11
  • .Work Queue Performance Report vU13
  • .Work Queue vU11
  • .Work Queue vU12
  • .Work Queue vU13
  • Assessor Navigation