Plans is now available in Webex WFO. This intelligent, web-based scheduling tool is designed to streamline future workforce planning. It introduces dynamic planning groups, configurable periods, and built-in validation checks, all aimed at minimizing errors and reducing manual effort. With one-step scheduling and day-off optimization, planners benefit from faster and more consistent results. Planners stay in control using publishing tools, change tracking, and seamless interoperability with the WFM Client, enabling smarter, scalable, and future ready schedule creation.

Key Benefits:

• Faster scheduling with automated day-off optimization

• Improved accuracy through pre-scheduling validations

• Structured planning periods for consistent scheduling cycles

• Dynamic agent grouping that adapts to staffing changes

• Real-time control and visibility over publishing

For more information, see https://www.wfohelp.com/doc/Content/user-guides/plans/plans.htm.

Webex WFO has rolled out Advanced Sentiment, offering deeper and more focused insights into customer interactions. Powered by Generative AI, this feature improves understanding of the full context of the entire conversation, bringing greater clarity, stronger coaching potential, and more effective quality monitoring. It helps contact center teams make faster and smarter decisions.

For a detailed breakdown of full capabilities, see Advanced Sentiment on Webex WFO.

Webex WFO has introduced new resources in Insights to provide Classic WFM cloud customers with deeper scheduling and performance insights. The "WFM (Classic)" folder now includes 7 new datasets and 5 new dashboards.

The following new datasets are added for WFM:

• WFM Agent Schedule and Statistics: Combine planned schedules with actual agent activity for easy comparison.

• Forecast Workload and Queue Stats: Supports recreating Data Explorer Forecast dashboards and custom versions.

The following new dataset is added for Quality Management and Conversation Intelligence:

• Contacts with Phrases and Evaluations: Analyze interaction data alongside evaluations, phrase hits, and Trending Topics.

We have released 13 new datasets supporting the WFM Group Pages feature in Insights. These mirror existing WFM datasets and use the same names with a “(Group Pages)” suffix.

For example:

• Original dataset: Agent Schedule Adherence

• New dataset: Agent Schedule Adherence (Group Pages)

Note	Use these Group Pages datasets only if your dashboard requires Group Pages data. To prevent over-counting, make sure to use the WFM Group Page field as a grouping or filter in each visual.

You can find the new fields in the Organization folder within each dataset.

https://wfohelp.com/doc/Content/user-guides/insights-bi/get-started/how-insights-works.htm?tocpath=Data%20Analysts%7CInsights%7C_____1

Webex WFO now includes powerful enhancements to the Contact Queue, making it easier to create, manage, and track Contact Goals across teams and evaluators.

These updates make it easier to manage goals, target on the right conversations, and improve the experience for both Assignors and Assignees. Evaluators can now see more of their queues at once, track progress in real time, and complete evaluations more easily.

Key Benefits:

• Create more precise Contact Goals with flexible team or agent targeting.

• Use advanced logic to surface the most relevant conversations for evaluation.

• View multiple queued contacts at once for better planning and prioritization.

• Track goal progress with clear visibility and status indicators.

• Manage goals more easily with improved user experience.

These enhancements support smarter evaluation workflows, more accurate results, and a better experience across the entire quality process.

For more information, see the following topics:

• https://wfohelp.com/doc/Content/user-guides/application-management/contact-goal-administration-v2.htm

• https://wfohelp.com/doc/Content/user-guides/recordings/contact-queue-v2.htm

Absence and Attributes is an upcoming capability that allows administrators to add additional details to absences using attributes. This update enhances reporting capabilities by enabling custom attributes for personal account balances and absence types and provides more flexibility in tracking and management.

Key benefits:

• Detailed tracking of absence types

• Reporting the number of hours scheduled for each absence attribute

With more detailed tracking and better alignment with specific business needs, Absence Attributes will simplify the management of available balances and improve overall workforce planning.

Webex WFO has expanded its portfolio with the launch of Basic WFM and Basic QM. These streamlined options are designed to help contact centers start strong with essential scheduling and evaluation tools. Built for teams moving off spreadsheets or basic recording setups, these packages make it easier to improve staffing accuracy, boost agent engagement, and drive consistent service quality from day one.

For a detailed breakdown of full capabilities, see Basic WFM and QM Offerings on Webex WFO.

Note	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.

Enterprise Analytics is now available in Webex WFO, introducing a new set of AI-powered capabilities that help contact centers analyze conversations more effectively, surface key trends, and evaluate performance at scale. With Auto QM, Trending Topics, and Interaction Summary working together, teams can uncover what matters most, reduce manual effort, and drive smarter, faster decisions across every customer interaction.

For a detailed breakdown of full capabilities, see, Enterprise Analytics on Webex WFO.

For additional information, see the following topics:

• https://wfohelp.com/doc/Content/user-guides/analytics/navigating-autoQM.htm

• https://wfohelp.com/doc/Content/user-guides/analytics/understanding-AutoQM-evaluation.htm

• https://wfohelp.com/doc/Content/user-guides/analytics/trending-topics.htm

• https://wfohelp.com/doc/Content/user-guides/media-player/data-insights-panel.htm

• https://wfohelp.com/doc/Content/user-guides/analytics/interaction-summary.htm

Note	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.

Periodization is now available in Webex WFO, enabling contact centers to balance an agent’s working hours over extended periods, such as a quarter or year, to align with contractual targets.

Benefits of Periodization:

• Improves work-hour flexibility

• Prevents agent overtime costs

• Manages agent under-utilization

• Controls regulatory violations

• Optimizes staffing based on time-based demand patterns

• Ensures that the required number of agents with necessary skills are scheduled for both peak and off-peak times

• Improves service levels while reducing costs

• Enhances resource allocation and scalability for long-term workforce planning

For more information, see Periodization.

We are excited to announce the rollout of the New Transcription Engine for Webex WFO customers, offerring significant improvements in accuracy, speed, and scalability.

This cloud-based solution is designed to provide faster turnaround times and more consistent transcription quality across supported languages.

What to Expect:

• Experience up to 20% increase in accuracy for US English, along with significant improvements across other supported languages.

• Transcriptions are now delivered more quickly, enabling faster access to insights and accelerating workflows.

• Seamless Transition.

• Historical transcription data remains unchanged.

• All new and ongoing transcriptions automatically benefit from the upgraded engine.

• Built on a cloud-native architecture to support rapid processing and scalable deployment.

• Designed with data localization and compliance in mind to meet business and regulatory requirements.

Why It Matters:

• Delivers more accurate and actionable transcriptions for QA, compliance, and insights.

• Enhances business intelligence through improved text analytics, sentiment tracking, and searchable conversation data.

• Drives operational efficiency with faster access to conversation transcripts, enabling quicker follow-up and coaching.

Support for 15+ global languages, including English, Spanish, French Canadian, German, Arabic, and more.

Insights is a modern, fully featured BI solution with a range of features and improvements designed to significantly enhance your data access and visibility within Webex WFO.

Reasons to get excited about Insights:

• The Insights experience is designed for streamlined data exploration and analysis, while being easy for non-technical users to independently create reports and dashboards.

• AI-powered and highly customizable to help accelerate decision making

• Offers a broad range of visualizations

• Suitable for both efficient ad-hoc analysis and rich dash-boarding

Here is a short video to provide an overview of all the new capabilities that Insights brings to the table.

Note

Insights has replaced Data Explorer. However, for Workforce Management (WFM) customers: Most WFM customers are already using Insights and many have manually disabled Data Explorer. Classic WFM customers have started their transition to Insights since April 30, 2025. Many customers who also use QM and Analytics have already begun the transition. In a few cases, alternate timelines have been arranged for some customers. These customers have already been notified of their timelines. Some customers using Data Explorer export APIs are waiting on release of the new Insights Export Service to complete their journey. For all these WFM customers mentioned above, Data Explorer is planned to be decommissioned on June 30th, 2025.

Notifications is an enhancement in Webex WFO designed to improve awareness and response for both agents and supervisors.

Key use cases supported by Notifications:

• Shift Bidding Window Closing Notifications - Agents who haven’t placed their bids receive alerts 24 hours before the deadline via the MyTime Web App, Mobile App, and browser notifications. This helps optimize shift allocations and prevents missed bids.

• Absence Request Notifications - When an agent submits a time-off request through the Request Module, their team lead or supervisor receives a persistent in-app notification, pop-up notification, or system push notification.

The system applies rules to auto-approve, deny, or waitlist the request. If no rule applies, the request remains Pending, triggering a notification for supervisor review. Since these notifications operate at the team level, any transferred agent’s new supervisor automatically receives the request for action.

Benefits of Notification

• Delivers timely notifications

• Enhances scheduling efficiency

• Reduces administrative workload

• Ensures seamless communication between agents and supervisors

For more information, see the following topics:

• Notification Settings

• Display User Info

• Manage Basic User Info

• Configure Organization Hierarchy

Sessions is now live, streamlining the scheduling and management of agent activities beyond traditional shift planning. It allows managers to efficiently allocate time for training and other unscheduled tasks across a group of agents.

With features like automated, evenly distributed activities and drag-and-drop scheduling, Sessions reduces administrative effort and enhances flexibility.

Benefits of the Sessions feature:

• Provides clear visibility into agent allocation and performance for data-driven decision-making.

• Boosts operational efficiency.

• Supports agent development and engagement.

• Helps contact center teams stay organized and balanced.

• Keeps teams focused on continuous improvement.

• Aligns with broader business objectives. For more information, see Manage Session.

Webex Workforce Optimization (Webex WFO) now offers improved multilingual support, simplifying the management of mixed-language conversations while maintaining accuracy across various contexts. Users can now utilize the same category name in multiple languages.

Key Updates:

• Accurate representation of multilingual contexts, including mixed-language conversations.

• Effective handling of consistent terms, such as brand names, that remain unchanged across languages.

• Enhanced flexibility in categorizing the same word or phrase across different languages.

• These enhancements make Webex WFO even more attuned to customer needs, providing a smoother and more user-friendly experience.

For more information, see the following topics:

• Create and manage phrases and phrase categories

• Localization and supported languages

Webex WFO has introduced a self-service bulk contact deletion feature, enabling users to efficiently remove multiple contacts simultaneously without the need for manual, one-by-one deletions.

• Effortlessly delete interactions recorded in error or those containing unredacted sensitive data.

• Minimizes the need for development team intervention, conserving engineering resources.

• Empowers users with greater control over data management, thereby reducing the volume of support cases.

For more information, see Delete or update multiple contacts at once.

Webex WFO Bulk transfer of user data provides a more efficient and user-friendly solution to transfer data from one user to another when an employee has more than one user account. This feature also enables you to transfer data for up to 2,000 users in bulk at once.

For more information about bulk data transfer, see the About user data transfer for QM and Analytics and Transfer user data for QM and Analytics topics at:

• Transfer User Data
• About Transfer User Data

Sessions is now live, streamlining the scheduling and management of agent activities beyond traditional shift planning. It allows managers to efficiently allocate time for training and other unscheduled tasks across a group of agents.

With features like automated, evenly distributed activities and drag-and-drop scheduling, Sessions reduces administrative effort and enhances flexibility.

Benefits of the Sessions feature:

• Provides clear visibility into agent allocation and performance for data-driven decision-making.

• Boosts operational efficiency.

• Supports agent development and engagement.

• Helps contact center teams stay organized and balanced.

• Keeps teams focused on continuous improvement.

• Aligns with broader business objectives. For more information, see Manage Session.