Data Analysts

Data analysts help process and report on contact center data. There are six places within Webex WFO where you can analyze data:

See Overview of reporting in Webex WFO for more information about each option and which ones best meet your needs.

QM and WFM standard reports

Insights is usually the best tool for analyzing data because it gathers information across Webex WFO, including QM, WFM, and Analytics.

Webex WFO Analytics processes data about the speech and text content of contacts and about programs agents use while handling contacts.

Data Explorer gathers information across Webex WFO, including QM, WFM, and Analytics. Data Explorer reports on the last two years of data.

Performance Manager allows on-premise WFM customers to create their own WFM-only reports.