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.

Available features list

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 Notifications for schedule changes to agents who are working Push notifications for significant schedule changes
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

Basic QM

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.