Key Features

• Centralized Performance Portal: A single, consolidated space where:
  • Supervisors see team-level performance, recent evaluation scores, and KPI trends.
  • Agents access their latest evaluation results, performance metrics, and other personalized insights.

  This removes the traditional frustration of switching between multiple WFM/QM screens and replaces scattered workflows with a streamlined performance hub.

  Customers with a minimum of WFO Bundle + 100 Interactions SKU will see both Auto QM and Manual QM scoring. https://wfohelp.com/doc/Content/user-guides/performance-management/home.htm

• View My Schedule: Inside the Performance Management dashboard:

  • Agents can view their daily/weekly schedule.
  • Supervisors can see their own schedule and understand when coaching or development time is booked.

  This helps agents prepare for coaching and gives leaders better clarity into their availability.

• Dashboard With Standard WFM & QM Metrics: Supervisors get unified visibility into metrics such as:

  • AHT
  • Adherence
  • Contacts Handled
  • Fail Rate
  • QM evaluation & section scores (Resolution, Empathy, Compliance, and so on)

  This merges two historically separate workflows, i.e. QM insights + WFM KPIs, into a single performance view.

  Customers with a minimum of WFO Bundle + 100 Interactions SKU will see both Auto QM and Manual QM scoring. https://wfohelp.com/doc/Content/user-guides/performance-management/kpi-dashboard.htm

• Customizable KPI Dashboard: Supervisors can build dashboards tailored to their team’s needs by defining:

  • KPIs that matter most (AHT, Evaluation Score, Fail Rate, and so on)
  • Team-specific or group-specific benchmarks
  • Performance paths unique to each line of business

  This supports personalized, role-aligned performance coaching and clarity around expectations. https://wfohelp.com/doc/Content/user-guides/performance-management/settings.htm

  Customers need to login through their Tenant Specific URL to access performance Management. For more information, see Tenant Specific URL for Webex WFO Users (Webex Contact Center).

• Create In-App Coaching Sessions: Supervisors will be able to schedule coaching sessions directly within Performance Management, aligned to:

  • Specific KPIs

  • QM section trends

  • WFM performance issues

  Sessions will integrate seamlessly into the schedule and appear in the supervisor and agent dashboards.

  https://wfohelp.com/doc/Content/user-guides/performance-management/coaching.htm