Basic QM and WFM Available Features
Overview and available features
This topic details the Workforce Optimization features that are available to Provider 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.

QM features | WFM features |
---|---|
Call Recording | 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.
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.

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 |
|

Find and play calls
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.

People
Web
- Manage WFM user information
- Manage user information in the Custom view
- Display and edit user information
- Manage WFM user and agent access
- Import new employees for WFM
- Set default values for the WFM employee import
Client
- Find, sort, and filter WFM agents and users
- Add or edit WFM users manually
- Add or edit WFM agents manually
- How authentication in Provider Teleopti WFM works
- Manage WFM agent work rules
- Manage schedule periods
- Manage limitations on shift categories
- Manage personal accounts for absences
- Assign rotations to agents
- Assign availability patterns to agents
- Send messages to agents
- Create group pages to filter agents in WFM
- End an employment for WFM
- Manage personal data in Workforce Optimization
Permissions
Forecasts
Web - Prepare to forecast
- Create a skill (web Forecasts tool)
- Edit a skill (web Forecasts tool)
- Import queue data
- Queue data file format
- Manage dynamic shrinkage
- Manage special events for several skills
Web - Create forecast
- Generate forecast (web Forecasts tool)
- Apply suggested forecast
- Adjust the forecast manually on the web
- Manage campaigns for several skills
- Close days for several skills at once
- Import forecasts for several skills at a time
- Forecast file formats
Client - Prepare to forecast
- Create a skill
- Create a workload
- Adjust skill targets
- Calculate workload volume
- Queue data file format
- Create a multisite skill
- Adjust multisite skill distributions
Client - Clean and normalize data
Client - Estimate contacts and define patterns
Client - Finalize forecast
Client - Import and export forecasts
- Import external forecasts
- Export forecast to file
- Export forecast to another scenario
- Export forecast to another business unit
- Forecast file formats
- Review forecast job history
Shift bidding
Budgeting
Schedules
Web
- View detailed schedules (Schedules tool)
- Make schedule changes (Schedules tool)
- View a schedule overview for a week (Schedules tool)
- Turn on schedule change notifications
Client

- Review agent details
- Sort schedules
- Filter agents
- Find an agent
- Add schedule notes
- Tag schedule days
- Lock schedule days
- Write-protect schedules
- Work with different time zones
- View scheduled time
- Select on what level to view schedules
- Schedule information symbol overview
- Keyboard shortcuts in WFM
- Review schedule history
- Customize the Quick access toolbar
Sessions
Staffing
Intraday
- About reviewing intraday data
- Compare forecasted with actual volume
- Compare predicted with actual service level
- View staffing levels and actual need
- Review intraday data by interval
- Create skill groups
Adherence
Reports
Gamification
- Configure when to award badges in WFM
- Assign gamification rules to sites and teams in WFM
- Import external gamification data to WFM
- WFM gamification import requirements
- Recalculate badges for WFM
WFM settings
- Manage bank holidays
- Set default values for the WFM employee import
- Generate example data for WFM
- Manage WFM integrations
- Present a custom message to MyTime app users
- Configure the organization hierarchy for WFM
- Manage notification settings
Meetings
MyTime