Webex WFO User Guide For Deployments with New WFM

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/n82xt8c

Published

2025-10-03

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

• The transition authenticates by entering the base URL used to access Classic Cisco WFM together with a Classic Cisco WFM username and password. fact in context
• Cisco calls the move between the 2 workforce management variants a transition rather than a migration and the word migration is never used of it. fact in context
• The Webex WFO guides for both variants record Calabrio, Inc. as their author in the PDF metadata. fact in context
• The product activation key that enforces New WFM licensing has no counterpart in the Classic WFM guide and the transition topic never mentions licensing. inference in context
• Neither variant's guide states that New WFM supersedes Classic WFM and neither publishes an end of support date for Classic. fact in context
• The transition does not produce a working configuration on its own and the overview lists categories an administrator must create by hand afterwards. inference in context
• The transition tool is reached in the new Cisco WFM at WFM then WFM settings then Getting started then Transfer from other system. fact in context
• The transition requires the Classic Cisco WFM installation to be on version 10.4 or later. fact in context
• The transition requires a Classic Cisco WFM account holding Administer WFM, Administer schedules and Plan schedules permissions and access to all the groups and teams being transitioned. fact in context
• The transition requires at least 1 contract, contract schedule and part time percentage to exist and employee defaults to have been set before it is run. fact in context
• The transition requires the Classic Cisco WFM server to be accessible from the new Cisco WFM server. fact in context
• The transition requires the Super administrator role and requires that the transition tool has been made available in the installation. fact in context
• Skills, external logons, contracts, contract schedules, part time percentages, multiplicator definition sets, shift bags, schedule periods, rotations and personal accounts are not transitioned and must be created in the new installation. fact in context
• The transition can be re-run for the same period and teams and doing so overwrites changes made to transitioned data while leaving changed default values alone. fact in context
• Roles transition by name only, so a role that already exists in the new Cisco WFM with the same name is reused and permissions are not carried across. fact in context
• The maximum session time for a data transition is 1 hour and Cisco advises transitioning a shorter period first for a large organisation. fact in context
• A second transition, from Cisco Teleopti WFM into New WFM, ships a readiness check while the Classic to New transition does not. inference in context
• Cisco documents a transition tool that moves agents and queue statistics from a Classic Cisco WFM installation to a new Cisco WFM installation and sets some default values. fact in context
• The transition moves agent first and last name, employment number, email, format, time zone, leaving date, site and team, a person period, roles matched by name, and queues together with queue statistics. fact in context
• The transition tool works for both cloud and on-premises installations of Classic Cisco WFM. fact in context
• New WFM licensing is enforced through a product activation key that an administrator manages inside the application. fact in context
• The Webex WFO guide PDFs are served from a CloudFront address embedded in the help centre article rather than from cisco.com or help.webex.com and are not reachable by guessing a URL. field-pattern in context
• Insights is documented extensively in the New WFM user guide and barely at all in the Classic WFM user guide, which accounts for much of the difference in length. fact in context
• A Webex Workforce Optimization Classic customer who licenses Insights has no authoring reference for it in their own Classic user guide. fact in context
• The New WFM guide set was first published on 20 July 2021. fact in context
• The New WFM user guide runs to 2588 pages against 1050 for the Classic WFM user guide. fact in context
• Cisco states that the New WFM active agent limit might include a grace percentage without publishing the percentage. fact in context
• The Cisco WFM application issues a warning when the number of named agents is exceeded and the system stops working when the number of active agents exceeds the limit defined in the product activation key. fact in context
• The Cisco WFM application issues a warning 15 days before a product activation key expires and the product stops working if the key expires. fact in context
• The New WFM user guide documents a readiness check for moving from Cisco Teleopti WFM to New Cisco WFM. fact in context
• The New WFM deployment carries 2 permission systems where the Classic WFM deployment carries 1. inference in context
• The New WFM deployment carries 2 separate user directories with no automatic user synchronisation between the applications. fact in context
• Licensing for quality management analytics and Insights is documented separately from workforce management licensing in the New WFM guide. fact in context
• State groups and ungrouped states are New WFM real-time adherence concepts; the term occurs throughout the New WFM user guide and nowhere in the Classic WFM user guide. fact in context
• Cisco publishes and maintains 2 parallel documentation sets for Webex Workforce Optimization, 1 for Classic WFM and 1 for New WFM, covering the user guide the API reference the installation guide and the data import and export reference. fact in context
• The variant split affects the workforce management layer only; quality management analytics recording and Insights are documented in common across both guide sets. inference in context
• The workforce management standard report catalogues of the 2 variants share no report name in common; the New WFM guide lists reports such as Abandonment and Speed of Answer and Absence Time per Absence while the Classic WFM guide lists Agent Interval Agent Overtime and Agent Report Card. fact in context

Cite this source record

APA

WarmTransfer. (2025, October 3). Webex WFO User Guide For Deployments with New WFM. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-wfo-new-user-guide

BibTeX

@misc{warmtransfer-cisco-wfo-new-user-guide,
  title  = {Webex WFO User Guide For Deployments with New WFM},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-wfo-new-user-guide},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}