When you’re running a contact center, the right tools aren’t just helpful—they’re essential. Webex Workforce Optimization (WFO) is here to make workforce management (WFM) and quality management (QM) simple, efficient, and scalable, no matter your team’s size or goals. Whether you’re just getting started or ready for advanced features, Webex WFO has a solution for you. Here’s how each offer can fit your unique needs.
Workforce Management (WFM) and Quality Management (QM), Defined
Workforce Management is your behind-the-scenes efficiency powerhouse. It forecasts demand, schedules agents, tracks real-time adherence, and keeps your contact center running smoothly. With the right WFM tools, you can optimize staffing, boost customer satisfaction, and keep costs under control.
Quality Management ensures every customer interaction meets your standards. With QM tools, you can monitor, review, and evaluate agent performance across both voice and digital channels. This helps you spot trends, coach agents, and continuously raise the bar for customer experience.
Both WFM and QM help contact center leaders bring a new level of service to their operations.
Basic WFM and Basic QM: The Essentials, Simplified
If you’re looking for essential features, Webex WFO has you covered with Basic WFM and Basic QM, a new set of streamlined packages that focus on the core capabilities you need to build a strong foundation and scale as you’re ready.
What’s inside Basic WFM?
- Forecasting: Predict call and digital volumes so you can staff up with confidence.
- Schedule Management: Create and manage agent schedules, including shift bidding and multi-skill scheduling.
- My Time Application: Let agents view and manage their own schedules.
- Long-term Staff Budgeting: Plan your workforce needs ahead of time.
- Intraday Management: Make on-the-fly schedule changes to handle unexpected spikes.
- Real-time Adherence: Get alerts if agents fall off schedule, so supervisors can respond quickly.
- Mobile App: Manage schedules and receive notifications from anywhere.
- Standard Built-in Reporting: Access essential reports to track performance and trends.
- Gamification: Motivate agents with performance comparisons and rewards.
What’s inside Basic QM?
- Call Recording: Securely capture and store customer interactions to support compliance, training, and evaluations.
- Evaluate Contacts Across Channels: Assess agent interactions on both voice and digital channels.
- View/Search/Playback & Delete Contacts: Quickly find, review, and manage contact recordings.
- Text Search: Filter contacts by text in emails, chats, or SMS messages.
- Interaction Data Export: Export detailed interaction data for analysis or compliance.
- Screen Recording: Capture agent screen activity alongside audio.
- Custom Evaluation Forms: Create and update forms to match your quality standards.
- Standard Evaluation Viewing: Access evaluations in a clear, consistent format.
- Contact Import: Easily bring in external contact data for centralized evaluation.
Who should choose Basic WFM and Basic QM?
If your team currently relies on spreadsheets or basic call recording, Basic WFM and QM are the perfect step up. You’ll streamline scheduling and quality tracking—without the complexity or price tag of advanced solutions. Plus, you can always scale up as your needs grow.
“With Webex WFO Basic QM, our customers benefit from the essentials of a capable Quality Management suite.”
Willem Evert Nijenhuis, Senior Director, Product Management
Full WFM and Full QM: Unlock Advanced Capabilities
Ready to take things to the next level? Full WFM and Full QM offer everything in the Basic packages, plus advanced features designed for deeper insights and greater control.
What’s inside Full WFM:
- Everything in Basic WFM
- Advanced Bi-level Reporting (Insights): Dive deeper into business intelligence with detailed data analytics.
- Advanced Notifications: Get more granular alerts and updates.
- Vacation Planner & Overtime Manager: Tackle resource planning with powerful tools.
- Self-Scheduling & Bot Assistance: Put more control in your agents’ hands and tap into automation.
- And more advanced features to optimize your workforce.
What’s inside Full QM:
- Everything in Basic QM
- Advanced Bi-level Reporting (Insights): Uncover trends and drive better decisions with detailed analytics.
- Interaction Export, QM Workflows, Custom Metadata: Tailor quality processes to your business.
- QM Views, Contact Queue, Live Screen Monitoring: Manage and monitor agent performance in real time.
- Evaluation Calibration, Appeals, HR/Training Tagging: Ensure fair, consistent, and actionable evaluations.
- And additional advanced features for robust quality management.
Who should choose Full WFM and Full QM?
If your organization demands in-depth analytics, automation, and advanced workforce or quality management, Full WFM and QM are the way to go. You can choose either solution on its own, or combine both for even more impact. These options are ideal for teams ready to future-proof their contact centers and make data-driven decisions.
Side-by-Side Comparison
| Feature | Basic WFM | Full WFM |
|---|---|---|
| Forecasting & Scheduling |  |
|
| Shift Bidding & Multi-Skill | |
|
| Long-Term Budgeting | |
|
| Intraday Management & Adherence | |
|
| Mobile App | |
|
| Standard Built-in Reports | |
|
| Gamification | |
|
| Alerts & Notifications | |
|
| Advanced BI Reporting (Insights) | |
|
| Advanced Notifications | |
|
| Vacation Planner | |
|
| Overtime Manager | |
|
| Grant Chat Bot | |
|
| Self-scheduling | |
| Feature | Basic QM | Full QM |
|---|---|---|
| Call Recording | |
|
| Digital Channels (WxCC only) | |
|
| View/Search/Playback Contacts/Delete Contacts | |
|
| Interaction Contact Details Export | |
|
| Text Search (WxCC Digital Channels only) | |
|
| Contact Import | |
|
| Voice Channel | |
|
| Screen Recording | |
|
| Evaluate Contacts | |
|
| Create/Edit Eval Forms | |
|
| View Standard Evaluations | |
|
| Interaction Export | |
|
| Insights Reporting | |
|
| Create/Edit QM Workflows | |
|
| Create /Edit Custom Metadata | |
|
| QM Views | |
|
| Contact Queue | |
|
| Live Screen Monitoring | |
|
| Evaluation Calibration | |
|
| Evaluation Appeal | |
|
| HR/Training Contact Tagging | |
Making the Right Choice
- Go Basic if you want a straightforward, easy-to-use solution without extra complexity.
- Go Full if you need advanced analytics, automation, and future-ready capabilities.
All Webex WFO options integrate smoothly with these Webex Customer Experience solutions:
- Webex Contact Center
- Webex Contact Center Enterprise
- Unified Contact Center Enterprise
- Packaged Contact Center Enterprise
- Unified Contact Center Express solutions
Note: Basic WFM and Full WFM cannot be purchased together.
Ready to learn more about Webex WFO?
Visit the Webex Workforce Optimization (WFO) landing page on help.webex.com for guides and resources, or connect with your Cisco representative to schedule a personalized demo.
For ordering guides and tools, see Cisco Collaboration Ordering Guides – Cisco
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