Integrations · guide

Provisioning Webex WFO workforce management and quality management for Webex Contact Center

Webex Contact Center to Webex WFO

Verified 2026-10-01 · 96 sources · tier 2 · 2 disputed

For Webex Contact Center administrators and partner engineers turning a Webex WFO order into a working quality management and workforce management integration.

This guide connects a Webex Contact Center tenant to Webex WFO through the Cisco Webex Contact Center 2.0 ACD connection, which synchronises users, teams and service queues and imports media and recording files into Webex WFO 65 40. For organisations with New WFM, workforce management is implemented in a separate process from that ACD connection, on the WFM Integrations page 45.

Before you start

The order: Basic WFM and Basic QM are ordered with dedicated SKUs, and provisioning information has to be supplied at order time 79.
An administrator holding the Administer ACD Configuration permission in Webex WFO 2.
The Data Server service, installed on a server with access to the Webex WFO system before the ACD connection is tested 5.
The Organization ID of the Webex Contact Center tenant, which the 2.0 connection uses as its Tenant ID 7.
A Webex Contact Center user email address with administrative credentials, set up as a service-type account that is never changed 9.
The further permissions later steps need: Administer Evaluation Forms 28, Administer Workflow 72, and Options > Manage real-time adherence 59.
For the optional desktop embedding, an SSO integration with Okta or OneLogin 25.
The calendar: Control Hub offers a tenant-level toggle for Granular Agent State Control by media type for 6 months from April 30 2026 35. Granular agent states are scheduled to roll out to all Webex Contact Center customers on October 29 2026 33.
Terminology: field reports suggest the word Classic is used for 2 unrelated things in Webex Contact Center documentation, the Classic voice media platform and Classic WFM, a workforce management variant 80.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Are you bringing up workforce management and quality management together, or quality management first?

Which Webex WFO packaging did you order?

Which WFM adherence connector will carry agent states once WFM is live?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm what was ordered

Basic WFM and/or Basic QM

Do

Basic WFM and Basic QM packages are ordered with dedicated SKUs, and provisioning information must be supplied at order time 79.
Basic WFM includes forecasting across voice, digital and back-office channels 81.
Basic WFM includes Real Time Adherence, with the ability to create adherence rules and configure when they apply 16.
Basic QM includes call recording 82 and screen recording captured alongside audio 83.
Basic QM includes creating and editing evaluation forms and viewing standard evaluations, without customisable workflows 84.

Verify

Webex WFO Performance Management requires at least a Full WFM licence, a Full QM licence or the WFO Bundle 48.
Suggested check: compare the order line items with the features you plan to configure in later steps.
Suggested check: confirm the provisioning information submitted with the order matches the tenant you are about to connect.

Full WFM and/or Full QM, or the WFO Bundle

Do

Full Workforce Management adds to Basic WFM advanced notifications, a vacation planner, an overtime manager, open API integrations, a chat bot, self-scheduling, Insights, standard payroll integrations, and 1 historical plus 1 real-time connector 85.
Full Quality Management adds to Basic QM interaction export, Insights reporting, quality management workflows, custom metadata, QM Views, a contact queue, live screen monitoring, evaluation calibration, evaluation appeal, and HR or training contact tagging; see Webex Workforce Optimization and quality management 86.
Webex WFO Performance Management requires at least a Full WFM licence, a Full QM licence or the WFO Bundle 48.

Verify

Customers with at least the WFO Bundle plus the 100 Interactions SKU see both Auto QM and manual QM scoring in Performance Management 47.
Suggested check: compare the order line items with the features you plan to configure in later steps.

Step 2 Hold the granular agent state toggle until adherence is ready

Do

For 6 months from April 30 2026, Control Hub offers a tenant-level admin toggle to enable or disable Granular Agent State Control by media type 35.
Cisco instructs tenants that want to continue using Webex WFO to keep that toggle off 34.
Moving to the new WFM adherence connector does not require enabling granular agent states and can be done before the October 29 2026 cutover 42.
Granular agent states are scheduled to roll out to all Webex Contact Center customers on October 29 2026 33.

Verify

Once granular agent states are enabled, existing state groupings no longer align and RTA reporting is interrupted until state groupings are reconfigured using the new adherence connector 58.
Suggested check: in the tenant's administration settings, confirm the granular agent state toggle reads off.

Rollback

During the window the toggle can both enable and disable Granular Agent State Control 35.
Suggested rollback: if the toggle was switched on before the adherence groupings were rebuilt, switch it off again and recheck real-time adherence.

Step 3 Open Webex WFO and create the service accounts

Do

Open Webex WFO from the link in Control Hub; the Webex WFO URL was removed from the Webex Contact Center Management Portal with the April 30 2026 update because the link is available in Control Hub 71.
Webex WFO Performance Management is reached by signing in through the customer's tenant-specific URL 49.
Choose the connection Username: a user email address with administrative credentials in Webex Contact Center, which should be a service-type account that is never changed 9.
Have a system administrator create the Calabrio ONE API service user, whose role must carry the Record Screen and Record Voice permissions 12.
Assign the API service user to the Default Team and give it full scope by selecting all groups and teams under Associated Groups and Teams 11.
Webex WFO users are managed at Application Management > Global > User Configuration > Users 69.

Verify

The API service user's Associated Groups and Teams must show all groups and teams selected, with the user assigned to the Default Team 11.
Suggested check: confirm the API service user's role lists both recording permissions before moving on.

Rollback

Suggested rollback: deactivate the API service user if the integration is abandoned.
Leave the connection Username in place once the connection uses it, because it should be a service-type account that is never changed 9.

Step 4 Add the Webex Contact Center 2.0 ACD connection

Do

Configuring an ACD connection requires the Administer ACD Configuration permission 2.
Go to Application Management > Global > System Configuration > ACD Configuration, select the tenant, click Add, choose the ACD type and name it 1.
The older Cisco Webex Contact Center connection page says Webex Contact Center is referred to there as Cisco Customer Journey Platform and offers a Webex Contact Center 1.0 check box 19.
That older page states that the relationship between Webex Contact Center users and teams is not preserved 21, and the older integration does not support the ACD Filtering feature 20.
Configure the Cisco Webex Contact Center 2.0 connection, which asks for an ACD Name, a CWCC Username, an API URL, a Tenant ID, and a Calabrio ONE API Username and password 3.
Enter the Organization ID of the Webex Contact Center tenant as the Tenant ID 7.
Under Products Enabled for Quality Management, tick Voice for voice-only ingestion and Digital for chats, SMS messages and emails 50.
Enable User Sync, which synchronises user data from Webex Contact Center into Webex WFO 68.
Enable Media Import, which imports media and recording files into Webex WFO 40.
Set the Synchronization Interval, which sets how often in minutes users, teams and service queues are synchronised 65.
Optionally, use Metadata Mapping to map Webex Contact Center metadata to custom metadata labels defined in Metadata Manager under Application Management > QM 41.
To screen-record Webex Contact Center agents, turn on the optional Enable RTE Messaging for Screen Recording setting 61.

Verify

Click Test Connection, and save only when the connection tests successfully 8.
Testing without the Data Server service installed returns the error "Please verify gathering service is running"; see Troubleshooting Webex WFO data gaps for Webex Contact Center 4.
The Data Server service must be installed on a server with access to the Webex WFO system before the test 5.

Rollback

Remove the connection by selecting it on the ACD Configuration page, clicking Delete and confirming with Yes 6.
An Authorization URL setting appears only when editing an existing 2.0 connection, and it lets the system re-establish OAuth after a token refresh failure for a maximum of 60 days 13.

Step 5 Verify user, team and queue synchronisation

Do

Allow at least one Synchronization Interval to pass, since that interval sets how often users, teams and service queues are synchronised 65.
Open Application Management > Global > User Configuration > Users 69.

Verify

In a synced Webex WFO system each synchronised user is automatically assigned the agent role 67.
The ACD ID on each synced user record comes from the ACD, connects the record between the ACD and Webex WFO, and should not be changed 66.
Suggested check: confirm that supervisors and evaluators hold the roles they need.
Suggested check: confirm the expected teams and queues are present.

Rollback

The Webex WFO sync service does not deactivate users deleted in the ACD, so delete a synced user in the ACD first and then deactivate them in Webex WFO 64.

Step 6 Set recording retention on both sides

Do

Set Webex Contact Center recording and transcript retention in Control Hub under Organization Settings > Retention policies, where the range is 7 to 3600 days and new organisations default to 1095 days; see Webex Contact Center recording and contact data retention 78.
An existing organisation defaults to indefinite retention until an administrator sets a period 87.
Cisco warns that a retention period of 180 days or shorter may negatively affect AI-driven features 77, and does not name which features 88.
Cisco states that the 1095-day default applies only to the retention policy and that storage usage is billed separately under the customer's contract 89.
Cisco states that the contact centre retention policy control is being progressively rolled out and may not yet be available to all customers 90.
In Webex WFO, create a QM retention policy at Application Management > QM > QM Contact Flows > Retention and assign it to a workflow at Application Management > QM > QM Contact Flows > Workflow Administration 53.
Set QM retention periods separately for voice, screen and text contacts, and for the contact states Archive, Unscored, Scored, HR, Training and Tagged 52.
WarmTransfer's reading of the sources is that the Control Hub setting and the Webex WFO QM policies are configured in separate places and neither page references the other, so set and record both 38.
Cisco names Calabrio as an optional subprocessor that may receive voice communication recordings, screen recordings and workforce optimization content 91.

Verify

Only one retention policy is allowed per contact in a QM workflow 51.
Sources disagree on what the Control Hub value covers: one Cisco article states a single retention period applies to both call recordings and transcripts 92, while the Control Hub retention policies article describes it as controlling voice recordings without mentioning transcripts 93.
Automated deletion removes the oldest recordings and transcripts first, and a change to the retention period takes effect on the next scheduled purge cycle 94.
Suggested check: record both retention values, and the date each was set, in the project notes.

Rollback

Webex WFO deletes recording storage files once all applicable retention policies for the contact have expired 54.
Cisco states that the purge permanently deletes recordings from Webex Contact Center and that they are unrecoverable 95.
Suggested rollback: lengthen a retention period before contacts reach it, because expired contacts cannot be brought back.

Step 7 Build evaluation forms

Basic WFM and/or Basic QM

Do

Open Application Management > QM > QM Configuration > Evaluation Form Manager, which requires the Administer Evaluation Forms permission 28.
Basic QM supports creating and editing evaluation forms and viewing standard evaluations, without customisable workflows 84.

Verify

A published evaluation form cannot be edited and is available to evaluators immediately on publishing 29.
Suggested check: review each form in full before publishing it.

Rollback

To change a published form, clone it and edit the clone; archiving a published form makes it unavailable for new evaluations without deleting it 27.

Full WFM and/or Full QM, or the WFO Bundle

Do

Open Application Management > QM > QM Configuration > Evaluation Form Manager, which requires the Administer Evaluation Forms permission 28.
Full Quality Management adds quality management workflows to Basic QM 86.
Assigning an evaluation form automatically through a QM workflow requires the Administer Workflow permission and an already published evaluation form 72.
Choose the workflow event: an End of Interaction Event processes a recording when the call ends, and a Daily Event processes all recordings once a day 73.

Verify

QM workflow rules are evaluated in the order they appear until one matches, and a locked Default rule is always last 74.
A published evaluation form cannot be edited and is available to evaluators immediately on publishing 29.
Suggested check: confirm your specific rules sit above the default rule.

Rollback

To change a published form, clone it and edit the clone; archiving a published form makes it unavailable for new evaluations without deleting it 27.
Suggested rollback: edit or reorder workflow rules that assign the wrong form.

Step 8 Connect WFM

WFM and QM in the same project

Do

For organisations with New WFM, the WFM implementation is done in a separate process from the ACD connection, and a select number of platforms are configured on the WFM Integrations page 45.
A platform not listed on the WFM Integrations page requires a project managed by Calabrio Professional Services 46.
On the ACD connection, set Capture Delay, which sets how long WFM waits after an interval ends before importing ACD statistics 17.
Optionally, turn on Enable Data Recapture, which recaptures data from the entire previous day 22.

Verify

The older Cisco Webex Contact Center connection page gives a default Capture Delay of 120 minutes because historical data may not be available for up to 120 minutes after an interval ends 18.
Suggested check: once the capture delay has passed, confirm statistics for a recent interval have arrived.

Rollback

Suggested rollback: turn off data recapture if the re-import of the previous day is not wanted.

QM now, WFM in a later phase

Do

Under Products Enabled for Quality Management, the 2.0 connection offers a Voice check box and a Digital check box 50.
For organisations with New WFM, the WFM implementation is done in a separate process from the ACD connection 45.
We infer that, because QM ingestion is switched on in the ACD connection and New WFM is configured separately, the documentation supports provisioning QM first and adding WFM later 37.

Verify

Suggested check: confirm the saved connection shows the quality management products you need ticked.

Step 9 Prepare forecasting history

WFM and QM in the same project

Do

The ongoing WFM forecasting process has 5 steps: clean and normalise historical data, estimate future contacts, define intraday arrival patterns, finalise the forecast, and review the results 30.
Webex WFO guidance is to use at least 2 years of data for a long-term forecast, but only recent data if contact volume has recently changed significantly 32.
Basic WFM forecasting lets users generate a forecast, apply a suggested forecast and adjust the forecast manually 15.

Verify

Run the ongoing forecasting process for each workload once a month, and handle outliers with special events or by marking a day as accurate but unique 31.

Rollback

Suggested rollback: regenerate the forecast from corrected history.

QM now, WFM in a later phase

Do

Webex WFO guidance is to use at least 2 years of data for a long-term forecast, but only recent data if contact volume has recently changed significantly 32.

Verify

Suggested check: confirm where historical contact volume will be available when the workforce management phase starts.

Step 10 Map Webex Contact Center agent states to adherence

The enhanced adherence connector that uses the new Webex webhook + WFM and QM in the same project

Do

Webex Contact Center agent states include Available, Idle with administrator-defined idle codes, Reserved, Engaged, Wrap-Up and RONA, plus system idle codes such as Agent_Busy and Agent_Declined 75.
With granular agent states, an agent can be available on telephony while idle on chat, email and social channels 76.
Webex WFO introduced an enhanced WFM adherence connector that uses a new Webex webhook to track multi-channel agent activity for granular agent states 44.
Moving to it does not require enabling the granular agent states feature 42.
Moving to the new connector requires re-grouping adherence state configurations to align with it 43.
Cisco points administrators to a Webex WFO Webhook Change Preparation Guide for planning steps and a walkthrough of reconfiguring state groupings 70.
Grouping adherence states and creating or mapping adherence rules require the Options > Manage real-time adherence permission 59.
Create the state groups, including the required group for logged-out agents; the documentation suggests groups such as Idle, In call, After call work, Email, Admin and Logged off 63.
Agent states arriving from the ACD that are not yet in a state group are added automatically to the default state group 62.
Create adherence rules that classify each combination as In adherence, Out of adherence, Extra or Neutral, each with an optional colour, a delay threshold in seconds and an optional alarm 10.
Map a rule to each activity and state group combination, plus the No state group present and No scheduled activity rows 60.

Verify

Changes to adherence state groups, rules or rule mappings can take up to 20 minutes to take effect 56.
RTA reporting is interrupted after granular agent states are enabled only until state groupings are reconfigured using the new adherence connector 58.
Suggested check: after the wait, move a test agent through several states and confirm each lands in its intended state group rather than the default group.

Rollback

Suggested rollback: restore the previous state groups, rules and rule mappings.
Restored groupings can take up to 20 minutes to take effect 56.

The existing adherence connector, with a migration still to schedule + WFM and QM in the same project

Do

Webex Contact Center agent states include Available, Idle with administrator-defined idle codes, Reserved, Engaged, Wrap-Up and RONA, plus system idle codes such as Agent_Busy and Agent_Declined 75.
Keep the granular agent state toggle off, as Cisco instructs tenants that want to continue using Webex WFO 34.
Grouping adherence states and creating or mapping adherence rules require the Options > Manage real-time adherence permission 59.
Create the state groups, including the required group for logged-out agents; the documentation suggests groups such as Idle, In call, After call work, Email, Admin and Logged off 63.
Agent states arriving from the ACD that are not yet in a state group are added automatically to the default state group 62.
Create adherence rules that classify each combination as In adherence, Out of adherence, Extra or Neutral 10.
Map a rule to each activity and state group combination, plus the No state group present and No scheduled activity rows 60.
Moving to the new WFM adherence connector does not require enabling granular agent states and can be done before the October 29 2026 cutover 42.
We infer that a tenant still on the original adherence connector on 2026-10-01 has under 4 weeks to re-group adherence states on the new connector before granular agent states reach every tenant and RTA reporting is at risk 36.

Verify

Changes to adherence state groups, rules or rule mappings can take up to 20 minutes to take effect 56.
Suggested check: after the wait, move a test agent through several states and confirm each lands in its intended state group rather than the default group.

Rollback

Once granular agent states are enabled, existing state groupings no longer align and RTA reporting is interrupted until they are reconfigured using the new adherence connector 58.
Suggested rollback: edit the state groups and rule mappings back to their previous values.

QM now, WFM in a later phase

Do

Keep the granular agent state toggle off, as Cisco instructs tenants that want to continue using Webex WFO 34.
Granular agent states are scheduled to roll out to all Webex Contact Center customers on October 29 2026 33.
When WFM is added, moving to the new WFM adherence connector requires re-grouping adherence state configurations to align with it 43.

Verify

Suggested check: note in the project plan that state groupings must be built on the new connector when the workforce management phase starts.

Step 11 Embed Webex WFO in the agent and supervisor desktop (optional)

Do

Set up an SSO integration with Okta or OneLogin and obtain the embed URL from it 25.
Users assigned in the identity provider for embedded Webex WFO must also exist in Webex WFO 26.
Agent Desktop is a micro-frontend single-page application that hosts widgets built on a web components architecture; see Webex Contact Center Agent Desktop and widgets 96.
Add a navigation page to the agent and supervisor desktop layouts that uses the agentx-wc-iframe component with the embed URL as its src attribute 23.

Verify

Signing out of embedded Webex WFO does not sign the user out of the Webex Contact Center Desktop 24.
Suggested check: sign in as a test agent and a test supervisor and confirm the embedded page loads for each.

Rollback

Suggested rollback: remove the navigation page from the desktop layout and reassign the previous layout.

Step 12 Run an end-to-end test

WFM and QM in the same project

Do

Use a synced test agent, which carries the agent role automatically 67.
Handle a voice contact, plus a chat, SMS or email contact if the Digital check box is ticked under Products Enabled 50.
Wait out the Capture Delay, which sets how long WFM waits after an interval ends before importing ACD statistics 17.

Verify

Media Import is the setting that brings media and recording files into Webex WFO 40.
Only one retention policy is allowed per contact in a QM workflow 51.
Suggested check: confirm the test recording appears and carries the expected form and retention policy.
Suggested check: confirm statistics for the test interval have arrived.
Suggested check: confirm the test agent's states appear in the intended adherence groups.

Rollback

Suggested rollback: remove the test contacts in line with your retention settings.

QM now, WFM in a later phase

Do

Use a synced test agent, which carries the agent role automatically 67.
Handle a voice contact, plus a chat, SMS or email contact if the Digital check box is ticked under Products Enabled 50.

Verify

Media Import is the setting that brings media and recording files into Webex WFO 40.
A published evaluation form is available to evaluators immediately on publishing 29.
Suggested check: confirm the test recording appears and can be evaluated on a published form.

Rollback

Suggested rollback: remove the test contacts in line with your retention settings.

Applicability

Applies to: Cisco Webex WFO, Cisco Webex Contact Center, Cisco Webex Workforce Optimization, and Cisco Webex. Deployments: cloud and multi-tenant. Sources checked 2026-10-01. The Granular Agent State Control toggle described in this guide exists only for 6 months from April 30 2026 35. Granular agent states are scheduled for all Webex Contact Center customers on October 29 2026 33. The 120-minute Capture Delay default and the Customer Journey Platform naming apply to the older Cisco Webex Contact Center connection type 18 19. The WFM Integrations page process applies to organisations with New WFM 45.

What remains uncertain

The field-by-field procedure on the WFM Integrations page for Webex Contact Center is not covered by the sources below. How the new adherence connector is selected in the interface, and what the referenced preparation guide contains, is not covered by the sources below. The API URL value for each region is not covered by the sources below. Default values for the Synchronization Interval and Capture Delay on the 2.0 connection are not covered by the sources below. Where the required Data Server service is hosted for a cloud Webex Contact Center connection is not covered by the sources below. The maximum QM retention period in Webex WFO is not covered by the sources below. How a Basic QM tenant, which lacks customisable workflows, assigns a QM retention policy to a workflow is not covered by the sources below. How to revert to the original adherence connector, or how to disable a WFM integration, is not covered by the sources below. Whether the scheduled granular agent state rollout date has changed since these sources were read is not covered by the sources below.

Sources

1
ACD connections in Webex WFO are configured at Application Management > Global > System Configuration > ACD Configuration by selecting a tenant clicking Add choosing the ACD type and naming it.
Configure an ACD · Add an ACD procedure steps 1-5 · Checked 2026-10-01
2
Configuring an ACD connection requires the Administer ACD Configuration permission.
Configure an ACD · Before you begin · Checked 2026-10-01
3
The Cisco Webex Contact Center 2.0 ACD connection in Webex WFO asks for an ACD Name, a CWCC Username, an API URL, a Tenant ID and a Calabrio ONE API Username and password.
Connection settings for Cisco Webex Contact Center 2.0 · Fields: ACD Name; Username; API URL; Tenant ID; Calabrio ONE API Username; Calabrio API User Password · Checked 2026-10-01
4
Testing an ACD connection without the Data Server service installed returns the error Please verify gathering service is running.
Configure an ACD · Add an ACD procedure note · Checked 2026-10-01
5
The Data Server service must be installed on a server with access to the Webex WFO system before the ACD connection is tested.
Configure an ACD · Before you begin · Checked 2026-10-01
6
An ACD connection is removed by selecting it on the ACD Configuration page clicking Delete and confirming with Yes.
Configure an ACD · Delete or modify an ACD · Checked 2026-10-01
7
The Tenant ID on the Webex Contact Center 2.0 ACD connection is the Organization ID of the Webex Contact Center tenant.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Tenant ID · Checked 2026-10-01
8
After filling the ACD fields the administrator clicks Test Connection and saves only when the connection tests successfully.
Configure an ACD · Add an ACD procedure final steps · Checked 2026-10-01
9
The Username on the Webex Contact Center 2.0 ACD connection is a user email address with administrative credentials in Webex Contact Center and should be a service-type account that is never changed.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Username · Checked 2026-10-01
10
Adherence rules classify each scheduled activity and agent state combination as In adherence Out of adherence Extra or Neutral and can carry a colour a delay threshold in seconds and an optional alarm.
Create adherence rules · Rule settings · Checked 2026-10-01
11
The Calabrio ONE API service user named on the Webex Contact Center 2.0 connection must be assigned to the Default Team and given full scope by selecting all groups and teams under Associated Groups and Teams.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Calabrio ONE API Username · Checked 2026-10-01
12
The Calabrio ONE API service user's role must carry the Record Screen and Record Voice permissions and the user is created by a system administrator.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Calabrio ONE API Username · Checked 2026-10-01
13
An Authorization URL setting appears only when editing an existing Webex Contact Center 2.0 connection and lets the system re-establish OAuth after a token refresh failure for a maximum of sixty days.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Authorization URL · Checked 2026-10-01
14
The Basic QM feature list describes an unlimited configurable retention period for recordings.disputed
Basic QM and WFM Available Features · Feature row: Unlimited Configurable Retention Period · Checked 2026-10-01
15
Basic WFM forecasting lets users generate a forecast apply a suggested forecast and adjust the forecast manually.
Basic QM and WFM Available Features · Feature row: Forecasting · Checked 2026-10-01
16
Basic WFM includes Real Time Adherence with the ability to create adherence rules and configure when adherence rules apply.
Basic QM and WFM Available Features · Feature row: Real Time Adherence · Checked 2026-10-01
17
The Capture Delay on the Webex Contact Center 2.0 connection sets how long WFM waits after an interval ends before importing ACD statistics.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Capture Delay · Checked 2026-10-01
18
The older Cisco Webex Contact Center connection page gives a default Capture Delay of 120 minutes because historical data may not be available for up to 120 minutes after an interval ends.
Connection settings for Cisco Webex Contact Center · Field: Capture Delay · Checked 2026-10-01
19
The older Cisco Webex Contact Center connection page says Calabrio ONE refers to Webex Contact Center as Cisco Customer Journey Platform and offers a Webex Contact Center 1.0 check box.
Connection settings for Cisco Webex Contact Center · Introduction and field: Cisco Webex Contact Center 1.0 · Checked 2026-10-01
20
The older Cisco Webex Contact Center integration does not support the ACD Filtering feature.
Connection settings for Cisco Webex Contact Center · Limitations · Checked 2026-10-01
21
The older Cisco Webex Contact Center connection page states that Calabrio ONE does not preserve the relationship between Webex Contact Center users and teams.
Connection settings for Cisco Webex Contact Center · User synchronization section · Checked 2026-10-01
22
Enable Data Recapture is an optional setting on the Webex Contact Center 2.0 connection that recaptures data from the entire previous day.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Enable Data Recapture · Checked 2026-10-01
23
Embedded Webex WFO is added to agent and supervisor desktop layouts as a navigation page using the agentx-wc-iframe component with the embed URL as its src attribute.
Embed Webex WFO in Webex Contact Center Desktop · Desktop layout JSON section · Checked 2026-10-01
24
Signing out of embedded Webex WFO does not sign the user out of the Webex Contact Center Desktop.
Embed Webex WFO in Webex Contact Center Desktop · Note · Checked 2026-10-01
25
Embedding Webex WFO in the Webex Contact Center Desktop requires an SSO integration with Okta or OneLogin from which the embed URL is obtained.
Embed Webex WFO in Webex Contact Center Desktop · Prerequisites and layout configuration · Checked 2026-10-01
26
Users assigned in the identity provider for embedded Webex WFO must also exist in Webex WFO.
Embed Webex WFO in Webex Contact Center Desktop · Prerequisites · Checked 2026-10-01
27
To change a published evaluation form an administrator clones it and edits the clone and archiving a published form makes it unavailable for new evaluations without deleting it.
Manage evaluation forms · Clone and archive sections · Checked 2026-10-01
28
Evaluation forms are managed at Application Management > QM > QM Configuration > Evaluation Form Manager and require the Administer Evaluation Forms permission.
Manage evaluation forms · Before you begin and navigation · Checked 2026-10-01
29
A published evaluation form cannot be edited and is available to evaluators immediately on publishing.
Manage evaluation forms · Publish a form · Checked 2026-10-01
30
The ongoing WFM forecasting process has five steps: clean and normalise historical data estimate future contacts define intraday arrival patterns finalise the forecast and review the results.
WFM: 5 steps of forecasting (ongoing) · Steps 1-5 · Checked 2026-10-01
31
The ongoing forecasting process should be run for each workload once a month and outliers handled by special events or by marking a day as accurate but unique.
WFM: 5 steps of forecasting (ongoing) · Introduction and Step 1 · Checked 2026-10-01
32
Webex WFO guidance is to use at least two years of data for a long-term forecast but only recent data if contact volume has recently changed significantly.
WFM: 5 steps of forecasting (ongoing) · Step 2: Estimate future contacts · Checked 2026-10-01
33
Granular agent states are scheduled to roll out to all Webex Contact Center customers on October 29 2026.
What's new for administrators in Webex Contact Center · July 22 2026 entry: Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
34
Cisco instructs tenants that want to continue using Webex WFO to keep the granular agent state admin toggle off in Control Hub.
What's new for administrators in Webex Contact Center · April 30 2026 entry: Granular Agent State Control by Media Type · Checked 2026-10-01
35
From April 30 2026 for six months until October 29 2026 Control Hub offers a tenant-level admin toggle to enable or disable Granular Agent State Control by media type.
What's new for administrators in Webex Contact Center · April 30 2026 entry: Granular Agent State Control by Media Type · Checked 2026-10-01
36
A tenant still on the original adherence connector on 2026-10-01 has under four weeks to re-group adherence states on the new connector before granular agent states reach every tenant and RTA reporting is at risk.inferred
What's new for administrators in Webex Contact Center · April 30 2026 and July 22 2026 entries read together · Checked 2026-10-01
37
Because QM ingestion is switched on in the ACD connection and New WFM is configured in a separate process the documentation supports provisioning QM first and adding WFM later.inferred
Connection settings for Cisco Webex Contact Center 2.0 · Products Enabled field and New WFM note read together · Checked 2026-10-01
38
Webex Contact Center recording retention in Control Hub and Webex WFO QM retention policies are configured in separate places and neither vendor page references the other so a practitioner should set and record both.inferred
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Whole article compared with wfohelp retention-qm-contact-flow · Checked 2026-10-01
39
Cisco's support page lists the Webex WFO and Webex Contact Center Integration Guide with New WFM with a date of 20 January 2022.
Webex Workforce Optimization - Support · End-User Guides list · Checked 2026-10-01
40
The Media Import setting on the Webex Contact Center 2.0 connection enables import of media and recording files into Webex WFO.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Media Import · Checked 2026-10-01
41
Metadata Mapping on the Webex Contact Center 2.0 connection is optional and maps Webex Contact Center metadata to custom metadata labels defined in Metadata Manager under Application Management > QM.
Connection settings for Cisco Webex Contact Center 2.0 · Advanced options: Metadata Mapping · Checked 2026-10-01
42
Moving to the new WFM adherence connector does not require enabling the granular agent states feature and can be done before the October 29 2026 cutover.
What's new for administrators in Webex Contact Center · July 22 2026 entry: Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
43
Moving to the new WFM adherence connector requires re-grouping adherence state configurations to align with the connector.
What's new for supervisors in Webex Contact Center · July 22 2026 entry: Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
44
Webex WFO introduced an enhanced WFM adherence connector that uses a new Webex webhook to track multi-channel agent activity for granular agent states.
What's new for administrators in Webex Contact Center · July 22 2026 entry: Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
45
For organisations with New WFM the WFM implementation is done in a separate process from the ACD connection and a select number of platforms are configured on the WFM Integrations page.
Connection settings for Cisco Webex Contact Center 2.0 · Note on New WFM · Checked 2026-10-01
46
A platform not listed on the WFM Integrations page requires a project managed by Calabrio Professional Services.
Connection settings for Cisco Webex Contact Center 2.0 · Note on New WFM · Checked 2026-10-01
47
Customers with at least the WFO Bundle plus the 100 Interactions SKU see both Auto QM and manual QM scoring in Performance Management.
Webex WFO: Performance Management (Webex Contact Center) · QM scoring section · Checked 2026-10-01
48
Webex WFO Performance Management requires at least a Full WFM licence a Full QM licence or the WFO Bundle.
Webex WFO: Performance Management (Webex Contact Center) · Licensing requirements · Checked 2026-10-01
49
Webex WFO Performance Management is reached by signing in through the customer's tenant-specific URL.
Webex WFO: Performance Management (Webex Contact Center) · Access section · Checked 2026-10-01
50
Under Products Enabled for Quality Management the Webex Contact Center 2.0 connection offers a Voice check box for voice-only ingestion and a Digital check box for chats SMS messages and emails.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Products Enabled - Quality Management · Checked 2026-10-01
51
Only one retention policy is allowed per contact in a QM workflow.
Automate QM workflows · Actions section note · Checked 2026-10-01
52
QM retention periods are set separately for voice screen and text contacts and for the contact states Archive Unscored Scored HR Training and Tagged.
Manage data retention policies for QM · Settings section · Checked 2026-10-01
53
A QM retention policy is created at Application Management > QM > QM Contact Flows > Retention and then assigned to a workflow at Application Management > QM > QM Contact Flows > Workflow Administration.
Manage data retention policies for QM · Create a retention policy and assign it to a workflow · Checked 2026-10-01
54
Webex WFO deletes recording storage files once all applicable retention policies for the contact have expired.
Manage data retention policies for QM · Retention expiry section · Checked 2026-10-01
55
The QM retention page says the maximum retention time for voice screen and text is two years and that extending it requires contacting Calabrio Support.disputed
Manage data retention policies for QM · Maximum retention note · Checked 2026-10-01
56
Changes to adherence state groups rules or rule mappings can take up to 20 minutes to take effect.
Group adherence states · Note at end of procedure · Checked 2026-10-01
57
A Webex WFO help page states that real-time adherence configuration has moved to the web and that configuring it in the Windows client is deprecated.
Configure WFM with Real-Time Desktop Adherence · Note at top of page · Checked 2026-10-01
58
Once granular agent states are enabled existing state groupings no longer align and RTA reporting is interrupted until state groupings are reconfigured using the new adherence connector.
What's new for supervisors in Webex Contact Center · July 22 2026 entry: Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
59
Grouping adherence states and creating or mapping adherence rules require the Options > Manage real-time adherence permission.
Group adherence states · Before you begin · Checked 2026-10-01
60
Rule mappings assign an adherence rule to each activity and state group combination plus rows for No state group present and No scheduled activity.
Configure when adherence rules apply · Configure when adherence rules apply procedure · Checked 2026-10-01
61
Screen recording of Webex Contact Center agents is enabled by the optional Enable RTE Messaging for Screen Recording setting on the 2.0 connection.
Connection settings for Cisco Webex Contact Center 2.0 · Advanced options: Enable RTE Messaging for Screen Recording · Checked 2026-10-01
62
Agent states arriving from the ACD that are not yet in a state group are added automatically to the default state group.
Group adherence states · Group adherence states procedure · Checked 2026-10-01
63
Adherence state grouping requires one state group designated for logged-out agents and suggests groups such as Idle In call After call work Email Admin and Logged off.
Group adherence states · Group adherence states procedure · Checked 2026-10-01
64
The Webex WFO sync service does not deactivate users deleted in the ACD so a synced user must be deleted in the ACD first and then deactivated in Webex WFO.
Create and edit users for QM, Analytics, Insights, and Performance Management · Deactivate a user note · Checked 2026-10-01
65
The Synchronization Interval on the Webex Contact Center 2.0 connection sets how often in minutes users teams and service queues are synchronised.
Connection settings for Cisco Webex Contact Center 2.0 · Field: Synchronization Interval · Checked 2026-10-01
66
The ACD ID on a Webex WFO user record connects the synced agent record between the ACD and Webex WFO and in synced systems comes from the ACD and should not be changed.
Create and edit users for QM, Analytics, Insights, and Performance Management · Field: ACD ID · Checked 2026-10-01
67
In a synced Webex WFO system each synchronised user is automatically assigned the agent role.
Create and edit users for QM, Analytics, Insights, and Performance Management · Roles section · Checked 2026-10-01
68
The User Sync setting on the Webex Contact Center 2.0 connection enables synchronisation of user data into Webex WFO from Webex Contact Center.
Connection settings for Cisco Webex Contact Center 2.0 · Field: User Sync · Checked 2026-10-01
69
Webex WFO users for QM Analytics Insights and Performance Management are managed at Application Management > Global > User Configuration > Users.
Create and edit users for QM, Analytics, Insights, and Performance Management · Page introduction · Checked 2026-10-01
70
Cisco points administrators to a Webex WFO Webhook Change Preparation Guide for planning steps and a walkthrough of reconfiguring state groupings.
What's new for supervisors in Webex Contact Center · July 22 2026 entry: Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
71
The Webex WFO URL was removed from the Webex Contact Center Management Portal with the April 30 2026 update because the link is available in Control Hub.
What's new for administrators in Webex Contact Center · April 30 2026 entry: Removal of Features from the Management Portal · Checked 2026-10-01
72
Automatically assigning an evaluation form through a QM workflow requires the Administer Workflow permission and an already published evaluation form.
Automate QM workflows · Before you begin · Checked 2026-10-01
73
QM workflows run on either an End of Interaction Event that processes a recording when the call ends or a Daily Event that processes all recordings once a day.
Automate QM workflows · Workflow event types · Checked 2026-10-01
74
QM workflow rules are evaluated in the order they appear until one matches and a locked Default rule is always last.
Automate QM workflows · Rules section · Checked 2026-10-01
75
Webex Contact Center agent states include Available Idle with administrator-defined idle codes Reserved Engaged Wrap-Up and RONA plus system idle codes such as Agent_Busy and Agent_Declined.
Understand agent states · Agent states and system idle codes sections · Checked 2026-10-01
76
With granular agent states an agent can be available on one channel such as telephony while idle on chat email and social channels.
Understand agent states · Granular agent state control section · Checked 2026-10-01
77
Cisco warns that a Webex Contact Center retention period of 180 days or shorter may negatively affect AI-driven features.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Retention period note · Checked 2026-10-01
78
Webex Contact Center recording and transcript retention is set in Control Hub under Organization Settings > Retention policies with a range of 7 to 3600 days and a default of 1095 days for new organisations.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Retention period section · Checked 2026-10-01
79
Ordering the Basic WFM and Basic QM packages uses dedicated SKUs and requires provisioning information to be supplied at order time.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Ordering section · Checked 2026-09-05
80
The word Classic is used for 2 unrelated things in Webex Contact Center documentation: the Classic voice media platform and Classic WFM which is a workforce management variant.field report
What's new for administrators in Webex Contact Center · release history occurrences of Classic platform compared with occurrences of Classic WFM · Checked 2026-09-05
81
Basic WFM includes forecasting across voice digital and back-office channels.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Table 1 Basic Workforce Management column · Checked 2026-09-05
82
Basic QM includes call recording described as securing and storing customer interactions for compliance training and evaluations.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Table 1 Basic Quality Management column · Checked 2026-09-05
83
Basic QM includes screen recording captured alongside audio.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Table 1 Basic Quality Management column · Checked 2026-09-05
84
Basic QM includes creating and editing evaluation forms and viewing standard evaluations without customisable workflows.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Table 1 Basic Quality Management column · Checked 2026-09-05
85
Full Workforce Management adds to Basic WFM: advanced notifications a vacation planner an overtime manager open API integrations a chat bot self-scheduling Insights standard payroll integrations and 1 historical plus 1 real-time connector.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Table 1 Existing Workforce Management column · Checked 2026-09-05
86
Full Quality Management adds to Basic QM: interaction export Insights reporting quality management workflows custom metadata QM Views a contact queue live screen monitoring evaluation calibration evaluation appeal and HR or training contact tagging.
Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Table 1 Existing Quality Management column · Checked 2026-09-05
87
Webex Contact Center voice recording and transcript retention defaults to indefinite for an existing organisation until an administrator sets a period, and to 1095 days for a new organisation.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Key Features, Default Retention · Checked 2026-09-05
88
Cisco warns that setting a data retention period of 180 days or less may affect the performance and availability of certain artificial intelligence features, and does not name which features.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Setting the retention period, step 3 · Checked 2026-09-05
89
Cisco states that the 1095 day default applies only to the data retention policy, that storage usage is billed separately under the customer's contract, and that the customer should review their agreement for storage entitlements and cost implications.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Key Features, note under Default Retention · Checked 2026-09-05
90
Cisco states that the contact centre retention policy control is being progressively rolled out and may not yet be available to all customers.
Manage retention policies in Control Hub · procedure step 7 · Checked 2026-09-05
91
Cisco names Calabrio as an optional subprocessor that may receive voice communication recordings, screen recordings and workforce optimization content for quality management, workforce management, analytics and cloud infrastructure storage.
Cisco Webex Contact Center Service Offer Disclosure · Table 4 Subprocessors, Calabrio row · Checked 2026-09-05
92
Cisco states that a single retention period applies to both call recordings and transcripts.disputed
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Key Features, Unified Retention Setting · Checked 2026-09-05
93
The Control Hub retention policies article describes the contact centre value as controlling how long Webex keeps contact centre voice recordings, without mentioning transcripts.disputed
Manage retention policies in Control Hub · procedure step 7, define a Contact Center retention policy · Checked 2026-09-05
94
Automated deletion removes the oldest recordings and transcripts first, and a change to the retention period takes effect on the next scheduled purge cycle.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Key Features, Automated Deletion and the worked example · Checked 2026-09-05
95
Cisco states that the purge permanently deletes recordings from Webex Contact Center and that they are unrecoverable.
Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Overview · Checked 2026-09-05
96
Agent Desktop is a micro-frontend single-page application that hosts widgets built on a web components architecture.
Webex Contact Center Architecture · Functional Components section, Agent Desktop · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 1). Provisioning Webex WFO workforce management and quality management for Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-wfo-provisioning-setup

BibTeX

@misc{warmtransfer-wxcc-wfo-provisioning-setup,
  title  = {Provisioning Webex WFO workforce management and quality management for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-wfo-provisioning-setup},
  note   = {Verified 2026-10-01}
}

Provisioning Webex WFO workforce management and quality management for Webex Contact Center

Before you start

What changes by situation

Step 1 Confirm what was ordered

Do

Verify

Do

Verify

Step 2 Hold the granular agent state toggle until adherence is ready

Do

Verify

Rollback

Step 3 Open Webex WFO and create the service accounts

Do

Verify

Rollback

Step 4 Add the Webex Contact Center 2.0 ACD connection

Do

Verify

Rollback

Step 5 Verify user, team and queue synchronisation

Do

Verify

Rollback

Step 6 Set recording retention on both sides

Do

Verify

Rollback

Step 7 Build evaluation forms

Do

Verify

Rollback

Do

Verify

Rollback

Step 8 Connect WFM

Do

Verify

Rollback

Do

Verify

Step 9 Prepare forecasting history

Do

Verify

Rollback

Do

Verify

Step 10 Map Webex Contact Center agent states to adherence

Do

Verify

Rollback

Do

Verify

Rollback

Do

Verify

Step 11 Embed Webex WFO in the agent and supervisor desktop (optional)

Do

Verify

Rollback

Step 12 Run an end-to-end test

Do

Verify

Rollback

Do

Verify

Rollback

Applicability

What remains uncertain

See also

Configures

Depends on

Related to

Referenced by

What you need from this guide

Sources

Documents

Cite this page