Administrators
Administrators configure and maintain the system and contact center infrastructure.
Webex WFO basics
- Learn more about Webex WFO with TIP
- Configure notifications
- WFM functionality overview
- WFM glossary
- Configure Webex WFO for QM, Analytics, and Insights
- Localization and supported languages
User management
Manage users for QM, Analytics, Insights, and Performance Management
- Manage users
- Create and edit users for QM, Analytics, Insights, and Performance Management
- Import and export users for QM, Analytics, Insights, and Performance Management
- Manage multiple users for QM, Analytics, Insights, and Performance Management
- Merge users for QM, Analytics, Insights, and Performance Management
- Transfer user data for QM, Analytics, Insights, and Performance Management
- About user data transfer for QM and Analytics
- Manage hoteling users for QM and Analytics
- Manage teams for QM, Analytics, Insights, and Performance Management
- Import and export teams for QM, Analytics, Insights, and Performance Management
- Manage groups for QM, Analytics, Insights, and Performance Management
- Import and export groups for QM, Analytics, Insights, and Performance Management
- Manage user profiles for QM and Analytics
- Manage views for QM
- Manage users in WFM and QM/Analytics
Manage users for WFM
- Check readiness for transition from Cisco Teleopti WFM to New Cisco WFM
- Manage WFM integrations
- Find, sort, and filter WFM agents and users
- Add or edit WFM users manually
- Add or edit WFM agents manually
- Move an agent to a non-agent role or a different business unit
- Import new employees for WFM
- Set default values for the WFM employee import
- Import file format for WFM employees
- Manage WFM user information
- Display and edit user information
- Manage WFM user and agent access
- Manage user information in the Custom view
- Manage WFM agent work rules
- Manage schedule periods in the WFM client
- Manage personal accounts for absences in the client
- Create group pages to filter agents in WFM
- End an employment for WFM
- Manage personal data in Webex WFO
Configure agent-related settings for WFM
- Configure how to display agent names in WFM
- Create columns for agent information in WFM
- Turn on schedule change notifications
- Manage bank holidays
- Present a custom message to MyTime app users
- Set WFM KPI targets for agents
- Create scorecards for WFM
- Assign WFM scorecards to teams
- Manage trade settings
- Manage absence request settings
QM and Analytics
Maintain Webex WFO
- Action needed: Smart Desktop Client update required for performance enhancements
- Action required: Update allowlisted domains for Smart Desktop Client WebSocket support
- Configure global settings
- Configure QM global settings
- Audit user and system changes for QM and Analytics
- Review Active Directory sync results for QM, Analytics, Insights, and Performance Management
- Download Data Server logs
- Monitor Data Server status
- Monitor connections to the Webex WFO server
- Manage telephony servers
Record contacts
- Manage what contacts are recorded
- Webex WFO Pause and Resume
- Associate phones with agents, recording groups, and recording types
- Automate QM workflows
- How workflow administration works
- QM Quick Reference Guide to Workflows
- How root calls and reconciliation work
- Identify websites and apps to be tracked by Analytics
- Create and manage desktop items
- Configure desktop item events
- Use the Application Field Marker tool
- Desktop Manager toolbar overview
- Configure WFM with Real-Time Desktop Adherence
- Manage custom metadata fields
- Cisco metadata fields
- Security features for recordings
- Add post-call surveys to contacts
- Record on demand
- How Recording Controls work
Store interactions
- Configure QM archive settings
- Manage data retention policies for QM
- Export contacts in bulk
- Monitor scheduled bulk contact exports
- Configure storage profiles for QM and Analytics
- Add external storage locations
- Configure staged upload
- Delete or restore a contact
- Delete or update multiple contacts at once
- About Automated Contact Reconciliation
WFM
Configure rules for agents' schedule changes
- Manage workflow control sets in the client
- Set up basic workflow control set rules
- Create rules to handle absence requests in the client
- How absence request validation works
- How waitlisting absence requests works
- Absence probability overview
- Create rules to handle overtime requests
- Overtime probability overview
- Create rules to handle self-scheduling
- How moving lunches and short breaks works
- How adding hours works
- Set up validations for shift trade requests
- Create rules to handle shift trade requests
Configure general WFM settings
- Generate example data for WFM
- Transition data from Classic Cisco WFM to the new Cisco WFM
- WFM data transition overview
- Manage product activation keys for WFM
- Configure WFM system settings in client
- Manage WFM settings on web
- Check if the WFM audit trail is running
- Change password and view settings for WFM
- About WFM data retention
- Manage WFM integrations
Performance Management
Insights
Bot Analytics
Bot Analytics
- Configure alerts for overall bot metrics
- Configure alerts on topic-based metrics
- Manage data for Bot Analytics
- Generate transcript summaries for Bot Analytics
- Manage user access for Bot Analytics
- Bot Analytics support services
Technical administration
Configure authentication
- Embed Webex WFO in Webex Contact Center Desktop
- Configure SAML authentication
- Set up IAM authentication
- Configure an authentication method
- Configure the password policy
- Restrict access to specific IP addresses
- Generate access tokens for API access to WFM
- Configure Legacy API Access
- Create an API user for Classic Webex WFO
Connect and synchronize data for QM and Analytics
- Connect to an Active Directory server for QM and Analytics
- About Active Directory configuration for QM, Analytics, Insights, and Performance Management
- Download Smart Desktop and Webex WFO Data Server installers
- Configure the Data Server for QM and Analytics
- Configure Cisco IP Phone Services Controls for QM and Analytics
- Configure Extension Mobility for Cisco Network Recording (for QM and Analytics)
Configure telephony groups for QM and Analytics
- Configure telephony groups for QM and Analytics
- Configure Cisco Unified Communication Manager for QM and Analytics
- Configure Genesys for QM and Analytics
Configure an ACD
- Configure an ACD
- How data for QM and Analytics syncs between the ACD and Webex WFO
- How agent data for QM, Analytics, Insights, and Performance Management syncs between the ACD and Webex WFO
- How team data for QM, Analytics, Insights, and Performance Management syncs between the ACD and Webex WFO
Additional ACD-specific configurations for QM and Analytics
- Repurpose an Avaya ACD ID for QM and Analytics
- Data Server settings for an Eventide ACD (for QM and Analytics)
- Data Server settings for a Serenova ACD (for QM and Analytics)
- View consultation participants within an interaction
Import and sync QM data
- Import contacts in bulk
- Import post-call survey IVR data
- Import and sync file-based data
Access APIs
- Access WFM APIs
- Historical Data WFM APIs
- Generate access tokens for API access to WFM
- HR Integration with Cisco
- Configure Legacy API Access
- Create an API user for Classic Webex WFO