June
Product features and enhancements
We added these new features and enhancements to Workforce Optimization in June 2025.
Platform/Suite-Wide
Account Status enhancement (June 6): A new "Display Status" button has been added to the Users page under Account Status.Once the status is retrieved and shown as locked, the "Unlock user account" button becomes available. See Create and edit users for QM, Analytics, and Insights for more information.
QM
Contact Queue Administration enhancements (June 25): We’ve enhanced the Contact Queue Administration landing page and updated the goal creation process to provide administrators with greater flexibility and a more intuitive workflow. The updated landing page now displays active goals in a clear, structured table with key details such as Status and Action. A new toggle in the top-right corner of the table allows users to easily switch views to include inactive goals, improving visibility and usability across goal management tasks. See Assign evaluations, calibrations, and reviews automatically (new page) for more information.
Goal classifier and Goal level enhancements (June 25): We've enhanced the Goal classifier and Goal level functionality in Contact Queue Administration to provide greater flexibility and precision when configuring evaluation goals. With the updated Goal classifiers, the system now evaluates all defined classifiers rather than stopping at the first match. Administrators can choose to “Match any of the classifiers” (OR condition) or “Match all of the classifiers” (AND condition), allowing for more nuanced contact queue definitions. Additionally, the improved Goal level feature enables administrators to assign interactions to specific evaluators based on agents or teams, supporting more tailored evaluation workflows that align with diverse organizational structures and needs. For more information, see Assign evaluations, calibrations, and reviews automatically (new page).
Improved Contact Queue view (June 25): Evaluators can now view all their queued contacts in a single, paginated list, replacing the previous one-contact-at-a-time experience. This enhancement streamlines navigation and makes it easier to manage and prioritize evaluation workloads. Refer to Access contacts assigned to you (new page) for more information.
Learning pathway: New certifications and courses (June 24): We’ve released the Quality Management Program Owner certification, designed to validate your mindset and skills to champion Quality Management at every level. In addition, several new certifications are coming soon, including the Quality Management Administrator, Quality Management Supervisor, and two new courses: CR Supervisor| Getting Started and QM Supervisor | Getting Started. Stay tuned, these additions will further support your journey in mastering Quality Management.
User account status enhancements (June 24): Administrators can now view a consolidated account status from both Workforce Optimization and Provider Identity Services directly in the Users page (Application Management > User Configuration > Users). This update also lets you unlock user accounts in both systems from a single location, making user management faster and more efficient. See Create and edit users for QM, Analytics, and Insights for more information.
Password update for IAM users (June 24): Administrators can now update a user's Provider Identity Services password on the Edit an Existing User page. See Create and edit users for QM, Analytics, and Insights for more information (Application Management > User Configuration > Users).
Spanish documentation (June 9): The “Configure Cisco Unified Communication Manager
Five9 omnichannel digital support (June 6): The Five9 integration now supports digital channels, Email and Chat, as part of the QM omnichannel integration. This enhancement expands coverage beyond Voice to provide a more complete view of interactions across channels, enabling deeper analysis and improved quality monitoring.
API Gateway Web Socket Service support enabled (June 3): Smart Desktop Clients running version 11.0.2.1283 or newer now use WebSocket connections to communicate with the Workforce Optimization platform. This update improves connection efficiency and is enabled for all realms and tenants. Customers on older client versions will continue using the previous method. See Action needed: Smart Desktop Client update required for performance enhancements.
"Not Applicable(N/A)" option update (June 3): We've updated the Auto QM editor to support option descriptions for "N/A" responses.
WFM
Introducing Plans, a smarter way to schedule (June 30, v. 2506.27.41): Plans is a new web-based scheduling module in Provider WFM that simplifies how you plan, validate, and publish future employee schedules. It introduces two powerful concepts, Planning Groups and Planning Periods, to help you structure schedules more intelligently and at scale. With Plans, you can define how agent groups should be scheduled, catch and resolve potential issues before applying schedules, and manage everything in one centralized view. This modern interface gives you more control, flexibility, and clarity throughout the entire scheduling process. Refer to How to use Plans for more information.
Session optimization by staffing (June 30, v. 2506.27.41): You can now optimize Sessions based on staffing levels for each agent’s skill set. When the Optimize permission is enabled, all future session events are automatically moved to the time slots with the least impact on service levels. If no better time slot is available, the sessions remain in their original place. This update gives you greater control and flexibility to balance operational demands. See Manage Sessions for more information.
Absence and Attributes functionality enhancement (June 25, v. 2506.24.40): Administrators can now associate custom tags such as “Last Minute Request” or “Medical Certificate Required” with specific absence types like vacation, sick leave, or emergency leave. This enhancement adds greater visibility and flexibility in managing and reporting on employee absences, helping teams better categorize and analyze absence trends.
Enhanced control for Shift Trades & Partial Trade Requests (June 25, v. 2502.18.3): Administrators can now enforce minimum time gaps between self-scheduled or agent-picked shifts within a single day, allowing better control over shift spacing for compliance and agent well-being. This update also lets administrators define the number of shift segments an agent can select per day.
Vacation Planner Pro enhancement (June 17, v. 2506.17.7): Users of the Vacation Planner Pro (optional) can now view all vacation change requests in a single, unified overview, across multiple processes. This enhancement simplifies tracking changes and reviewing request statuses, especially for organizations managing a high volume of vacation planning workflows.
New Scheduling settings (June 17, v. 2506.17.7): A new Scheduling settings option is now available under WFM settings in the web, allowing you to manage Activities, Absences, Scenarios, Shift Categories, and Days Off in one place. This update improves accessibility. Specific permissions are required to access this functionality. For a limited time, you can continue using the WFM Client options to manage these same settings.
Additional fields added to Query/AllAbsences API (June 17, v. 2506.17.7): The Query/AllAbsences API now includes two new fields, ShortName and DisplayColor.These enhancements provide more context for each absence record, making it easier to identify and visualize absences in external applications or reports.
Additional fields added to Query/AllContracts API (June 17, v. 2506.17.7): The Query/AllContracts API now includes the following fields, MaxTimePerWeekInMinutes, MinTimePerWeekInMinutes, NightlyRestInMinutes, and WeeklyRestInMinutes. These additions give you deeper insight and improve alignment between scheduling.
German documentation (June 17): The “Create roles for access to WFM” page on the help portal is now available in German: Rollen für den Zugriff auf WFM erstellen.
French documentation (June 6): The “Monitor agent adherence” page on the help portal is now available in French: Surveiller la conformité des agents.
Forecast accuracy by skill (June 3, v. 2506.3.3): You can now view Forecast accuracy by skill across a rolling 0–8 week horizon in Web Forecast. By surfacing accuracy trends at the skill level, this enhancement offers deeper insight into forecasting performance and supports more informed planning decisions.
Spanish documentation (June 3): The “Review detailed historical adherence” page on the help portal is now available in Spanish: Revisar la adherencia histórica detallada.
Analytics
Advanced Sentiment Processing update (June 3): Advanced Sentiment Processing is no longer triggered while an ad-hoc task is still handling transcription. This update improves data accuracy and avoids processing conflicts during transcription.
Insights
Spanish documentation (June 25): The “Customize totals and subtotals in tables and pivot tables” page on the help portal is now available in Spanish: Personalizar totales y subtotales en tablas y tablas dinámicas.
New WFM People (Latest Period) dataset in Insights (June 24): We've added a new dataset, WFM People (Latest Period), to Insights. This dataset includes only the most recent Person Period version for each WFM user, making it easier to create dynamic parameters and apply relative filtering in Analyses. Use this dataset to streamline filtering and improve data relevance in your reports.
French documentation (June 18): The “Customize totals and subtotals in tables and pivot tables” page on the help portal is now available in French: Personnaliser les totaux et sous-totaux dans les tableaux et tableaux croisés dynamiques.
Insights Data Export Service enhancement (June 17): The Insights Data Export Service now generates a manifest file with each export. The manifest, in .json format, includes the export status, number of rows exported, and additional metadata for each table. Manifest files are stored in the ./manifests folder within the export directory.
Insights embeddability enhancement (June 12): Insights is now supported on Provider when embedded within the same subdomains. This enhancement improves compatibility and enables seamless embedding across integrated environments.
Agent Smart Benchmarking dashboard update (June 10): We’ve updated the Performance Breakdown visual in the "Agent Smart Benchmarking" dashboard, replacing the Pivot Table with a standard Table. This change improves performance and helps reduce timeouts when loading the dashboard.
New dimensions for Contact Recording state (June 10): Users can now report on the state of Contact Recordings using the new Audio Upload State and Video Upload State dimensions. These dimensions return the same values displayed in the Interactions UI. The value "No Display" indicates that a recording does not appear in the UI and should be filtered out if you do not wish to include these entries in reports.
Employee Turnover dashboard update (June 3): The Agent Turnover dashboard has been renamed Employee Turnover to better reflect its purpose. We've also removed the "Is Agent" filter from the People dimension. Previously, this filter excluded users who had left the organization, leading to inaccurate values in the Departed Agents column. With this update, the dashboard now accurately reflects turnover across all employees, including those no longer marked as agents.
New WFM Group Pages datasets now available (June 3): Thirteen new datasets are now available to support the WFM Group Pages feature in Insights. These datasets mirror existing WFM datasets and use the same names with a "Group Pages" suffix to differentiate them. These additions make it easier to build dashboards and reports tailored specifically for Group Pages.
Resolved issues
This table lists the issues that we fixed in each release in June. The most recent release is first.
June 25 (WFM v. 2506.24.40)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
994349 |
WFM |
Activity Request |
We fixed an issue where the Activity Request page (WFM > Requests > Activity) loaded but didn’t display any requests. The bottom of the page showed multiple pages of records, but the actual request data was missing. |
|
993807 |
WFM |
Schedules |
Resolved an issue where the Schedules UI responded slowly when a user selected or deselected multiple agents. |
June 24 (Build 1303)
Behind-the-scenes tweaks and fixes.
June 17 (WFM v. 2506.17.7)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
992876 |
WFM |
Reports |
Resolved an issue where duplicate skill entries appeared in the skill group selection within Standard Reports. |
June 10 (Build 1298)
Behind-the-scenes tweaks and fixes.
June 3 (Build 1295, WFM v. 2506.3.3 )
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 988136 | WFM | Requests | We fixed an issue where Full Day Absence Requests were being incorrectly denied when the Partial Day Denial setting was enabled. This occurred when there was no schedule for the day, resulting in errors when updating Absence Requests. |
|
988882 |
QM |
Smart Desktop Client |
Fixed an issue where the Provider Browser Extension for Firefox was not enabled after installing the Smart Desktop Client. NOTE After this update, Firefox may not immediately recognize the newly signed Provider Browser Extension following the Smart Desktop Client update. This may occur if Firefox is not updated to the latest version. If the issue persists, try removing the Provider Browser Extension from Firefox, restarting your PC, and then re-enabling the extension. |