Basic QM and WFM Available Features

Overview and available features

This topic details the Webex WFO features that are available to Cisco Basic QM and Basic WFM users. You can find Help topics in the QM and WFM drop-down lists for the available features that are listed here.

Basic QM and Basic WFM integrate with Webex Contact Center version 2.0. Basic QM also integrates with Webex Calling. Basic WFM does not integrate with Webex Calling.

NOTE WFM Connectors for user sync, historical data sync, and real-time data sync are not supported in Basic WFM.

Available features list

QM features	WFM features
Call Recording—Securely capture and store customer interactions to support compliance, training, and evaluations.	MyTime App and Web agent schedule information
Screen Recording	Forecasting
Voice channel support*	Multi-skill scheduling
Digital channel support*	Long-term staff budgeting
Delete Contacts	Schedules (Schedule editing application for planners and supervisors)
View List of Contacts	Reporting
Search List of Contacts	Gamification
Export List of Contacts to a CSV file	Intraday Management
Audio and Screen Playback	Meetings and offline activity planning
Create Evaluation Forms	Real Time Adherence
Perform Evaluations	Notifications lite (Schedule change notifications) see Turn on schedule change notifications for more details. Notifications for schedule changes to agents who are working Push notifications for significant schedule changes NOTE The WFM notifications listed in Manage notification settings are not included in Notifications lite.
View Completed Evaluations
Unlimited Configurable Retention Period
ACD User Sync*

*See the Cisco Webex Contact Center Integration Guide or the Cisco Webex Calling Integration Guide for more information.

Web page application access

QM pages	WFM pages
Interactions	Historical Data Integration to Webex Contact Center NOTE You have access to this page. However, you do not have access to the WFM connectors.
Application Management pages	MyTime
Users	Schedules
Roles	People
Landing Page	Requests
Transfer User Data	Staffing
Global Settings	Adherence
Downloads	Standard reports
ACD Configuration	Forecasts
Data Server Configuration	Permissions
Data Server Logs	WFM Super User
Desktop Monitoring	People
Notifications	Options
Data Server Status	Shifts
Global Settings	Schedules
Evaluation Form Manager	Two super user accounts
Retention

Feature definitions

Interaction Export—Allows users to export contact recordings to external storage in two ways:
- Bulk Interaction Export—Exports multiple contacts at once, including audio/video files, contact metadata (CSV), and optional Analytics data such as transcriptions. All files are organized into a directory at the specified location.
- Individual Export—Exports a single, unencrypted media file (voice interactions only). This option does not include contact metadata or transcription.
Insights Reporting—Pre-built, interactive dashboards focused on the contact center deliver immediate feedback and boost engagement by giving every user at-a-glance visibility of reports.
Create/Edit QM Workflows—Create or Edit Workflows allows you to set rules for managing recordings, including which to keep, delete, or evaluate, and how long to retain them. Workflows run based on selected events like End of Interaction or Daily and follow conditions to perform actions such as adding metadata, recycling contacts, or keeping a portion of recordings.
Create/Edit Custom Metadata—Custom Metadata fields let you configure and manage additional information from customer conversations. This data can be captured from your ACD or other applications and is shown in the Media Player and used in related APIs.
QM Views—QM Views define what parts of Quality Management a user can access. You can create, edit, or delete these views from the Views page. Users’ access is set when they log in, so if new users or teams are added later, they will only appear in their view after logging out and logging back in.
Contact Queue—Contact Queue is a feature that helps quality teams streamline the evaluation process by organizing and delivering interactions that meet specific criteria. Instead of manually searching calls to review, evaluators receive a curated list of interactions—based on defined goals like agent, team, or call type that ensures a more consistent, focused, and efficient QA workflow.
Live Screen Monitoring—Live Screen Monitoring lets you view an agent’s screen activity in real time, even if they are not on a call. You can monitor one agent at a time to check service quality and ensure agents are using tools effectively.
Evaluation Calibration—Evaluation Calibration shows results from a calibration session based on Contact ID. It focuses on how evaluators scored the same interaction and does not include standard evaluation scores.
Evaluation Appeal—Evaluation Appeal allows agents to request a re-score if they disagree with the original evaluation.
HR/Training Contact Tagging—HR or Training Contact Tagging allows you to label specific interactions that may be useful for future training or need HR attention. Tagging helps you quickly locate these contacts later—whether to highlight best practices, address performance issues, or escalate concerns to human resources.

WFM

Notifications Advanced—Webex WFO WFM allows users to configure notifications to go to agents, supervisors, and reporting managers for a variety of use cases such as shift trades, overtime, absence requests, and more.
Vacation Planner—Save time and money with Vacation Planner, freeing up valuable resources and eliminating paper-based vacation and time-off approvals. Your employees book absences autonomously via the MyTime app and receive manual or automated approvals, denials, or waitlist notifications based on predefined business rules.
Overtime Manager—Finding staff at short notice to meet resourcing requirements has never been easier. Your employees can enter their overtime availability via the MyTime app creating a supplementary resource pool for planners when needed. Frontline staff are also able to see via self-service sidebars when overtime is likely available. They can then request to work the relevant overtime period with approval being automatic or manual.
Open Integrations (API)—Webex WFO WFM provides users the ability to post commands and query the database using APIs.
Grant Chat Bot—Grant is your own WFM concierge handling processes related to schedule requests, so you can focus on the big picture. Monitoring current staffing alongside employees’ skills and schedules, Grant provides chat notifications when voluntary time off is available.
Self-Scheduling—Webex WFO’s self-schedule functionality gives agents greater control over their schedules while considering customer service demands. Agents can add work hours on scheduled or unscheduled days based on predefined shift patterns and coverage. Frontline employees can independently move their lunches and breaks for the day or coming seven days. Schedules update instantly. Management parameters and automated staffing monitoring eliminate managerial intervention and maintain customer service levels. Unleash your employees’ potential by reducing stress and manual rigidity.
Insights—Pre-built, interactive dashboards focused on the contact center deliver immediate feedback and boost engagement by giving every user at-a-glance visibility of reports.
Payroll Integrations—Automating your payroll process may potentially eliminate costly payroll errors and save administrative time. Payroll integrates with a wide range of payroll systems, transferring simple imports and exports of scheduled employee work hours and any deviations – absences, overtime, shifts allowances, and the like – to more complex exports that include advanced compensation calculations.
Connectors—Webex WFO provides officially certified connectors to all major contact center and customer experience platforms for automated transfer of contact data to Webex WFO’s WFM.

Basic QM

Call recording

Call recording capabilities allow you to securely capture and store customer interactions to support compliance, training, and evaluations.

Find and play interactions

Improve agent performance and manage risk by replaying recordings of calls that agents handled.

Find contacts—Filter the list of recordings to locate the ones that matter.
Play contacts—Learn exactly what happened on a call by listening to the audio and viewing a recording of the agent’s screen.
Listen to an audio contact—Hear the relief or frustration in the customer’s voice and how the agent responded.
Watch the screen capture of a contact—View the tools and resources the agent used when handling the call.
Skip forward and back in a recording—Move directly to the part of the call you want to review.
View data associated with a contact—View information about a call, such as its duration or who evaluated it.
Customize the columns on the Interactions page—Limit the information on the page to only what is important to you.
Export contact metadata—Download a CSV file of the information on the Interactions page.
Delete or restore a contact—Ensure your organization retains only recordings that you need to keep.

Evaluate calls

Improve efficiency and agent performance by scoring on how well agents handled individual calls.

Evaluate calls—Instructions for evaluating and importing calls.
Evaluate a contact—Give feedback to agents on what they did well and how they can improve.
Check your quality evaluations—Instructions for agents to view their scored calls.
Manage evaluation forms—Write questions for evaluators to answer, and determine how the response to each question affects the agent’s total score.
Advice for evaluation forms—Create forms that accurately assess agents’ work by writing objective, easy-to-answer questions.

Troubleshoot Basic QM

Troubleshoot Basic QM—Find solutions to issues with finding or evaluating calls.