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

Source notes citing this source

• Cisco lists screen recording, capturing agent screen activity alongside audio for evaluations, as a feature of the Basic QM offering on Webex WFO for Webex Contact Center as well as the full QM package. in context
• Basic QM on Webex WFO lets users create and edit evaluation forms and evaluate contacts on both voice and digital channels. in context
• The Basic QM offering on Webex WFO includes call recording and screen recording. in context
• Basic WFM on Webex WFO includes forecasting across voice, digital and back-office channels, multi-skill scheduling, intraday management, real-time adherence management and shift bidding. in context
• Live Screen Monitoring, Evaluation Calibration, Evaluation Appeal, QM Workflows and Interaction Export are Full QM features and are not in Basic QM on Webex WFO. in context
• Vacation Planner, Overtime manager, open API integrations, self-scheduling and payroll integrations are Full WFM features and are not in Basic WFM on Webex WFO. in context
• Basic QM includes creating and editing evaluation forms and viewing standard evaluations without customisable workflows. in context
• Basic QM includes call recording described as securing and storing customer interactions for compliance training and evaluations. in context
• Basic QM includes screen recording captured alongside audio. in context
• Ordering the Basic WFM and Basic QM packages uses dedicated SKUs and requires provisioning information to be supplied at order time. 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. in context
• Basic WFM includes forecasting across voice digital and back-office channels. 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. 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. in context
• The Webex WFO packaging articles name SKU categories repeatedly but publish no alphanumeric SKU code for any of them. in context
• Full Quality Management includes a capability named HR and training contact tagging which the source lists but does not describe. 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. in context
• Webex Workforce Optimization offers 2 streamlined packages named Basic WFM and Basic QM alongside its fuller Workforce Management and Quality Management offerings. in context
• The Basic WFM offering on Webex WFO for Webex Contact Center includes real-time adherence management alongside forecasting across voice, digital and back-office channels. 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}
}