Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)

Published

2025-08-13

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

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

Claims citing this source

• Basic QM includes creating and editing evaluation forms and viewing standard evaluations without customisable workflows. fact in context
• Basic QM includes call recording described as securing and storing customer interactions for compliance training and evaluations. fact in context
• Basic QM includes screen recording captured alongside audio. fact in context
• Ordering the Basic WFM and Basic QM packages uses dedicated SKUs and requires provisioning information to be supplied at order time. fact in context
• Cisco describes the Basic packages as aimed at customers using basic call recording without full quality management and at customers scheduling with spreadsheets. fact in context
• Basic WFM includes forecasting across voice digital and back-office channels. fact in context
• 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. fact in context
• 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. fact in context
• The Webex WFO packaging articles name SKU categories repeatedly but publish no alphanumeric SKU code for any of them. fact in context
• Full Quality Management includes a capability named HR and training contact tagging which the source lists but does not describe. fact in context
• The 2 Basic WFM and QM articles under slugs nmzg380 and cfe6jj are separate documents with different scope statements and different feature lists rather than 1 text republished under 2 slugs. fact in context
• Webex Workforce Optimization offers 2 streamlined packages named Basic WFM and Basic QM alongside its fuller Workforce Management and Quality Management offerings. fact in context

Cite this source record

APA

WarmTransfer. (2025, August 13). Basic WFM and QM Offerings on Webex WFO (Webex Contact Center). WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nmzg380-basic-wfm-qm-wxcc

BibTeX

@misc{warmtransfer-cisco-help-nmzg380-basic-wfm-qm-wxcc,
  title  = {Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nmzg380-basic-wfm-qm-wxcc},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}