These new streamlined packages are designed to help customers get started with the essential capabilities they need to support workforce management and quality management. For customers who may have been using basic call recording and not sure they needed full quality management features, or customers using spreadsheets for scheduling, these new offers represent opportunities to get started with a solid set of capabilities at a lower price point.

The lighter offerings focus on core scheduling, forecasting, and evaluation capabilities, giving teams a strong foundation for operations and the flexibility to scale at their own pace while staying within the trusted Webex ecosystem.

What’s Included:

Basic WFM

  • Forecasting across voice, digital, and back-office channels: Webex WFO accurately forecasts demand across voice, digital, and back-office channels. This enables optimized staffing and resource allocation across the entire customer journey.

  • MyTime App and web agent schedule information: Agents can view, manage, and request changes to their schedules through the MyTime web and mobile apps. This empowers self-service and improves schedule visibility and flexibility.

  • Shift bidding: Agents can bid for preferred shifts based on pre-defined rules and fairness settings. This increases engagement while maintaining operational efficiency.

  • Multi-skill scheduling: Webex WFO automatically schedules agents based on their skill sets. This ensures optimal coverage while leveraging workforce versatility.

  • Long term staff budgeting: Webex WFO enables strategic workforce planning with predictive budgeting tools. Managers can model staffing needs and costs over extended periods based on forecasted demand.

  • Scheduling and editing applications for planners/supervisors: Supervisors can easily create, modify, and manage schedules using an intuitive drag-and-drop interface. The tool supports real-time adjustments and situational planning.

  • Intraday management: Webex WFO provides dashboards to monitor daily performance and adapt staffing, allowing supervisors to respond to call spikes, agent absences, or shifting workloads instantly.

  • Real-time adherence management: Tracks agent activity against their scheduled tasks in real-time to quickly address adherence issues and maintain service levels.

  • Mobile app: The mobile app provides agents access to schedules, shift trades, time-off requests, and notifications on-the-go, enhancing flexibility and communication outside the desktop environment.

  • Standard built-in reporting: Webex WFO offers a library of pre-configured reports for KPIs, adherence, and performance metrics, with data export and visualization options for quick decision-making.

  • Gamification: Webex WFO incorporates game-like elements to boost agent motivation and performance, with leaderboards and rewards systems encouraging healthy competition and goal achievement.

  • Notifications (Schedule Changes): Webex WFO automatically alerts agents and supervisors of schedule changes or updates through web or mobile, ensuring timely communication to reduce confusion and no-shows.

  • Meetings and offline activities planning: Webex WFO allows administrators to add meetings and trainings into agent schedules, ensuring that non-scheduled activities are planned without impacting service delivery.

Basic QM

  • Evaluate contacts across voice and digital channels: Gain a holistic view of performance by evaluating interactions across both voice and digital channels.

  • View/Search/Playback and delete contacts: Easily locate, review, and manage contact recordings with intuitive search, playback, and deletion options. 

  • Text search: Quickly find key moments within interactions using powerful, transcript-based text search. 

  • Interaction contact details export: Export detailed interaction data for offline analysis, reporting, or compliance needs. 

  • Screen recording: Capture agent screen activity alongside audio to provide full context during evaluations. 

  • Create and edit evaluation forms: Build and customize evaluation forms to align with evolving quality assurance standards. 

  • Standard evaluation viewing: Access and review completed evaluations in a consistent, easy-to-navigate format. 

  • Contact import: Seamlessly bring in external contact data for centralized access and evaluation. 

Key Benefits

  • Start with just what you need to manage schedules and evaluate performance.

  • Give planners and supervisors the tools to track and act quickly.

  • Boost agent engagement with self-service tools, gamification, and mobile access.

  • Improve customer service through consistent evaluations and efficient staffing.

  • Scale into advanced features as your requirements expand.

You can place an order using the relevant SKUs (Basic WFM and Basic QM) and provide provisioning information for services.

For ordering details, see the Cisco Webex Contact Center Ordering Guide and Cisco Collaboration Flex Plan Contact Center Ordering Guide at the https://www.cisco.com/c/en/us/partners/tools/collaboration-ordering-guides.html.

Table 1. Existing Capabilities and the New Packages - QM

Basic Quality Management

Existing Quality Management

Digital Channels​

View/Search/Playback Contacts​

Delete Contacts​

Interaction Contact Details Export​

Text Search​

Contact Import​

Voice Channels​

Screen Recording​

Evaluate Contacts​

Create/Edit Eval Forms​

View Standard Evaluations​

All features in Basic QM, plus

Interaction Export​

Insights Reporting​

Create/Edit QM Workflows​

Create /Edit Custom Metadata​

QM Views​

Contact Queue​

Live Screen Monitoring​

Evaluation Calibration​

Evaluation Appeal​

HR/Training Contact Tagging​

Table 2. Existing Capabilities and the New Packages - WFM

Basic Workforce Management

Existing Workforce Management

Basic WFM​

My Time App & web agent schedule information​

Voice, chat, email, digital and back-office channel forecasting​

Multi-skill scheduling​

Long term staff budgeting​

Schedules (scheduling, editing application for planners/supervisors)​

Shift bidding​

Standard built-in reporting​

Gamification​

Intraday Management​

Meetings, offline activity planning​

Real-time agent adherence management

Notifications lights (schedule changes)​

Mobile App​

All Features in Basic WFM​

Notification Advanced​

Vacation Planner​

Overtime manager​

Open integrations (API)​

Grant Chat Bot​

Self-scheduling​

Insights

Payroll integrations (std.)​

1 Historical & 1 Realtime connector​

For more information, see: