Advanced Sentiment on Webex WFO (Webex Contact Center)

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO

Published

2025-07-10

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Advanced Sentiment produces separate sentiment scores for the customer and for the agent. in context
• Sentiment trend tracking across a conversation and pinpointing the moments sentiment shifts are gated behind either the Enterprise Analytics SKU or a WFO Bundle with a 100 interactions add-on SKU. in context
• Advanced Sentiment requires a manual 1-time enablement by the customer and once launched the legacy sentiment stops displaying for new interactions. in context
• The step-by-step instructions for activating Advanced Sentiment are not in the help.webex.com article and are hosted on wfohelp.com which is outside the corpus. in context
• Advanced Sentiment is available only for voice interactions. in context
• Role-based online help for Webex WFO agents team leaders forecasters schedulers intraday analysts evaluators and administrators is hosted on wfohelp.com which is neither cisco.com nor help.webex.com. field report in context

Cite this source record

APA

WarmTransfer. (2025, July 10). Advanced Sentiment on Webex WFO (Webex Contact Center). WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-jmxsos-wfo-advanced-sentiment

BibTeX

@misc{warmtransfer-cisco-help-jmxsos-wfo-advanced-sentiment,
  title  = {Advanced Sentiment on Webex WFO (Webex Contact Center)},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-jmxsos-wfo-advanced-sentiment},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}