Basic QM and WFM Available Features

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. 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.

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

• Create roles for access to WFM
• How WFM function permissions work
• How WFM data permissions work

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

• Validate historical data
• Modify selected values

Client - Estimate contacts and define patterns

• Create a long-term forecast
• Define intraday arrival patterns
• Create forecasts for several workloads

Client - Finalize forecast

• Finalize the staffing forecast
• Manage what to show in the chart
• How the Skill table parameters work

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

• How shift bidding works
• View and create bid processes
• Manage active bid processes

Budgeting

• How creating staffing budgets works
• Create a budget group
• Create a staffing budget

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

Sessions

• Manage sessions

Staffing

• Review staffing levels
• Export staffing gap
• Import staffing from external suppliers

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

• Create adherence rules

• Configure when adherence rules apply

• Configure WFM with Real-Time Desktop Adherence

• Group adherence states

Reports

• WFM standard 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

• Manage meetings (Meetings tool)

MyTime