About Automated Contact Reconciliation

Workforce Optimization supports Automated Contact Reconciliation for Webex Contact Center, which improves data integrity and operational efficiency and ensures all interactions are accurately accounted for.

This feature automatically compares contact records between Webex Contact Center and Workforce Optimization to identify missing or incomplete recordings. A daily process scans contact record data from the past twenty-five hours, detects gaps, and initiates a recovery process to maintain a complete interaction history and compliance coverage, eliminating the need for manual effort.

Key features

Ensures all interactions (Voice and Digital) are recorded and accounted for
Supports compliance by reducing the risk of missing contact records
Reduces manual recovery efforts for support teams
Improves trust in reporting and historical data integrity
Fully automated workflow

Availability

This feature is disabled by default and requires a request to be activated.

Complete the following actions to enable the feature.

Submit a request via your Cisco Customer Success Manager (CSM) or Support Contact.
Upon approval, the feature will be activated.