September

Product features and enhancements

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

Platform/Suite-Wide

QM

New media player enhancements (September 22): Implemented Contact Queue functionality in the new media player, including support for Evaluation, Calibration, and Review Goals to match the functionality available in the classic media player.

AutoQM custom metadata questions (September 22): Replaced “AI comment” with “System comment” for custom metadata questions.

New media player enhancement (September 22): Improved the form evaluation experience in media player by adding an Expand all/Collapse all toggle button to both the Auto evaluation and Manual evaluation panels, allowing users to expand or collapse all sections and questions at once.

User Identities Export/Import (September 22): Added export and import capabilities, allowing users to move identities using CSV files.

Agent API (September 8): Enhanced the Agent API to include a userIdentities field containing all acdIds and acdServerIds associated with an agent.

WFM

Forecasts template management (Week of September 28, v. 2609.22.14): Added the ability to apply and edit templates in the Web Forecasts module.

Forecasts grid editing (Week of September 28, v. 2609.22.14): Added the ability to edit forecast grids and copy and paste data in the Web Forecasts module.

Improved calculation for skill open hours (Week of September 21, v. 2609.15.19): Enhanced the calculation and combination of skill open hours to more accurately handle 24/7 availability, overlapping open hours, day and week boundaries, and daylight-saving time changes.

Five9 v1 historical connector (September 18, connector v. 1.3.2): Added the Five9 v1 historical connector to the WFM Integrations self-service portal. The connector supports historical queue, agent, and agent-queue statistics for the voice channel.

Activity request on Overtime (Week of September 14, v. 2609.4.10): Agents can no longer submit Activity requests on top of scheduled Overtime.

Multiple-week view in Schedules (Week of September 14, v. 2609.4.10): Expanded the Schedules week view on the web, allowing users to view up to four weeks of schedules at once.

Adherence State groups update (Week of September 14, v. 2609.4.10): Enhanced the Adherence State groups page to allow users to assign multiple ungrouped states to state groups at once. For more information, see Manage state groups on the web.

Analytics

QMM Intelligence license enhancements (September 29): Expanded the QMM Intelligence license to include additional Analytics Essentials features and customization options.

Added eight permissions from the Analytics Essentials license to the QMM Intelligence license.
Enabled phrase hits in chat transcripts for users with a QMM Intelligence license.
Added the ability to customize interaction summary settings for tenants with a QMM Intelligence license.
Added the ability to customize interaction sentiment prompts for tenants with a QMM Intelligence license.

Sentiment ETL enhancement (September 2): Enhanced the Sentiment ETL to mark voicemail conversations with voice, mono channel, user-only messages, and fewer than 6 messages as invalid. Invalid interactions now receive a "Neutral" sentiment.

Insights

Contact URL Path update to support the new media player: The Contact URL Path field will be updated across all Insights datasets to point to the new media player's URL.

AutoQM data ingestion (September 22): Adjusted data ingestion configuration to align with source data availability. New AutoQM reporting data is expected to be available within 3 hours.

Resolved issues

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

September 29 (Build 1393)

Behind-the-scenes tweaks and fixes.

Week of September 28 (WFM v. 2609.22.14)

Issue	Component	Subcomponent	Issue Description
1113377	WFM	Windows Client > People	Fixed an issue that allowed users without the Super administrator role to assign the Super administrator role to themselves.

September 22 (Build 1392)

Behind-the-scenes tweaks and fixes.

Week of September 21 (WFM v. 2609.15.19)

Issue	Component	Subcomponent	Issue Description
1114583	WFM	Schedules	Fixed an issue where Daylight Saving Time (DST) was not applied correctly. Forecasts and shifts now reflect the correct time after the DST change.
1113083	WFM	Reports	Fixed an issue where the Save As dialog could fail to appear when downloading large payroll files. Also resolved an intermittent browser issue that prevented the dialog from appearing for subsequent downloads.

September 15 (Build 1391)

Behind-the-scenes tweaks and fixes.

Week of September 14 (WFM v. 2609.4.10)

Issue	Component	Subcomponent	Issue Description
1103253	WFM	MyTime > Self-Scheduling	Fixed an issue that caused delays during self-scheduling actions in MyTime.
1110727	WFM	Requests > Absence Requests	Fixed an issue where waitlisted Paid Time Off (PTO) absence requests remained in a waitlisted status after the requested date had passed.
1108089	WFM	RTA	Fixed an issue where users with team-scoped (MyTeam) permissions could see agents and teams outside their permitted scope in the Monitor Agents and Historical Overview tabs when sorting or filtering.

September 8 (Build 1390)

Issue	Component	Subcomponent	Issue Description
1108680	Analytics	Trending Topics	Fixed an issue where users were unable to unselect the AdminTrendingTopics permission due to an incorrect dependency.