October

Product features and enhancements

We added these new features and enhancements to Webex WFO in October 2026.

Platform/Suite-Wide

Coming November 3: A refreshed look for Cisco by Verint: On November 3, 2026, Cisco will introduce a refreshed visual experience with a new logo, updated navigation colors, and a new notification bell icon. The update will apply across Cisco web navigation, Performance Management, MyTime, and the login and sign-in pages. This is a visual update only. Features, menus, workflows, data, settings, and permissions will remain unchanged, and no configuration or administrator action is required.

QM

Form Converter for Auto QM (October 20): Introduced an AI-powered converter to migrate manual QA evaluation forms to Auto QM by mapping questions to the standard question library or generating custom questions. Added a review wizard with confidence scoring, side-by-side comparison, per-question and bulk actions, and safeguards to prevent saving until all review decisions are complete. Available with QM Intelligence and Enterprise Plus licenses. More information is available here: Convert a manual evaluation form to an Auto QM form.

New Manage multiple users page (October 13): Enhanced the Manage multiple users page under Application Management > User Configuration > Users to capture and display the changes made and the user who made the changes for auditing purposes.

WFM

Predictive Actions respond in the user’s language (Week of October 26, v. 2610.19.1): Updated the AI summary in Predictive Actions to respond in the language configured for the user in WFM. Some headings and other page elements may remain untranslated until the translation files are updated.

Budget group allowance management in web module (Week of October 19, v. 2610.13.7): Introduced the ability to manage budget group allowances directly in the WFM web, enabling users to configure absence allowance overrides without logging in to the WFM client. More information is available here: Create allowance for absence requests in the web.

Schedule grid enhancement (Week of October 19, v. 2610.13.7): Enhanced the web scheduled weekly view to allow users to right-click the Schedule grid to access Schedule history and view shift layers for an individual agent.

Budget group and personal account reporting in CRA (Week of October 19, v. 2610.13.7): Introduced budget group and personal account data in CRA, allowing users to report on time-off budgets and earned-time-off balances directly within CRA. The following new tables are now available: dim_budget_group, fact_budget_day, fact_budget_usage, and fact_personal_account. Budget usage data is available for the previous 30 days and 120 days into the future. Approved absences are reflected in CRA on the following day.

New Requests page (Week of October 19, v. 2610.13.7): Introduced a redesigned Requests page with a more intuitive interface to improve usability and enhance the overall user experience.

Daylight Saving Time support for Africa/Casablanca in Meetings (Week of October 19, v. 2610.13.7): Fixed an issue in Meetings where Daylight Saving Time (DST) for the Africa/Casablanca time zone was not applied correctly.

Performance improvements for ASA calculation (Week of October 19, v. 2610.13.7): Enhanced calculation performance for skills forecasted by Average Speed of Answer (ASA), helping skills forecasting complete faster and providing a smoother overall experience.

Windows Server 2025 support (Week of October 19, v. 2610.13.7): Added support for Windows Server 2025 for on-premises installations.

Shift optimization enhancement (Week of October 19, v. 2610.13.7): Improved shift optimization when a meeting falls during a shift that has non-overwritable breaks, ensuring that breaks marked as non-overwritable are no longer overwritten by the meeting.

Enhanced vendor volume distribution in Partner manager (Week of October 19, v. 2610.13.7): Partner manager now supports distributing the volume across individual skills as well as skill groups for vendors.

Vendor analytics for staffing allocation in Partner manager (Week of October 19, v. 2610.13.7): Introduced a vendor analytics platform in Partner manager that provides visibility into staffing requirements across multiple vendors and distribution points. The platform helps users identify over-allocation and under-allocation by comparing forecasted, scheduled, and actual hours. Graphs and trend analysis support proactive planning and more effective resource allocation.

Copy open hours (Week of October 19, v. 2610.13.7): Introduced the ability to copy open hours from one working day to another with a single click in Partner manager.

Fixed-capacity distribution points in Partner manager (Week of October 19, v. 2610.13.7): Introduced the ability to configure distribution points with a fixed headcount capacity in Partner manager. This enables users to configure distribution points that have a fixed headcount capacity as part of their contract with vendors for distribution.

Cisco WxCC Realtime connector (October 16, connector v. 1.17.1): Updated logging and included the state handling logic from previous connector versions.

Cisco WxCC QBR Historical connector (October 16, connector v. 2.12.2): Added support for setting the short abandoned threshold to -1 to exclude the threshold from abandoned call counts, aligning the counts with Cisco Analyzer reports.

Five9 Historical connectors (October 16, connector v1 and v2 v. 1.3.9): Enhanced both connectors to support counting outbound campaign call volume and segmenting outbound call types.

Cisco WxCC RTA connector (October 16, connector v. 1.16.1): Released an updated version of the WxCC RTA connector with enhanced handling of Cisco granular states.

MS Dynamics Historical connector (October 16, connector v. 1.3.1): Enhanced offered and answered volume accounting and added settings to count consult call participants. Refer to the integration guide for more information.

Five9 v2 Realtime connector (October 9, connector v. 1.1.2): Added the Five9 v2 Realtime connector to the self-service WFM web integrations portal, providing support for real-time adherence states across voice, chat, and email channels.

Amazon Connect SAR version 1.7.1: The Amazon Connect SAR application has been updated to version 1.7.1. This release fixes an issue caused by an incorrect default value for the LoggingLevel parameter. The default previously used mixed-case text (“Error”), which could cause the deployment to fail. It now uses all uppercase ("ERROR"). Refer to the integration guide for more information.

Resolved issues

This table lists the issues that we fixed in each release in October. The most recent release is first.

October 27 (Build 1399)

Behind-the-scenes tweaks and fixes.

Week of October 26 (WFM v. 2610.19.1)

Issue	Component	Subcomponent	Issue Description
1121114	WFM	People	Fixed an issue where the Casablanca time zone displayed an incorrect UTC offset in the web People module.
1122605	WFM	Settings	Fixed an issue where users could not set From and To times when editing a multiplicator definition set using the Finnish (Finland) date format.
1123451	WFM	Settings	Fixed an issue where users encountered an error when setting the late start time in the web client while using the Danish date format.

October 20 (Build 1397)

Behind-the-scenes tweaks and fixes.

Week of October 19 (WFM v. 2610.13.7)

Issue	Component	Subcomponent	Issue Description
1102595	WFM	Requests > Absence Requests	Fixed an issue where absence requests were denied when users had the ar-EG language format.
1118590	WFM	Requests > Overtime tab	Fixed an issue where users could not save Overtime request periods when using a language other than English.

October 13 (Build 1395)

Behind-the-scenes tweaks and fixes.

October 6 (Build 1394)

Behind-the-scenes tweaks and fixes.