# Webex Workforce Optimization and quality management Canonical: https://warmtransfer.net/knowledge/webex-wfo-quality-management Last verified: 2026-09-05 Webex Workforce Optimization (WFO) offers 2 streamlined tiers, Basic WFM and Basic QM, alongside its full Workforce Management and Quality Management suites[^53]. Cisco positions these basic packages for organizations that rely on spreadsheets for scheduling or require core call recording without full quality management workflows[^36]. ## Packaging and feature tiers Webex WFO provides tiered capabilities across both workforce management and quality management[^53]. Basic WFM provides forecasting across voice, digital, and back-office interaction channels[^37]. Full Workforce Management builds on Basic WFM by adding advanced notifications, a vacation planner, an overtime manager, open API integrations, a chat bot, self-scheduling, Insights, standard payroll integrations, 1 historical connector, and 1 real-time connector[^45]. Basic QM provides call recording to secure and store interactions for compliance, training, and evaluations[^33], screen recording captured alongside audio[^34], and tools to create and edit evaluation forms and view standard evaluations without customizable workflows[^32]. Full Quality Management adds 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[^44]. Cisco lists HR and training contact tagging as a capability in Full QM but does not describe what it does[^49]. Ordering Basic WFM and Basic QM requires dedicated SKUs and provisioning information supplied at order time[^35]. However, Cisco's packaging articles do not publish alphanumeric SKU codes for any of these basic SKU categories[^47]. Documentation for the basic packages is split across 2 distinct articles, under slugs nmzg380 and cfe6jj, which contain differing scope statements and feature matrices rather than duplicate text[^52]. The nmzg380 article scopes itself to Webex Contact Center, whereas cfe6jj scopes itself to Webex Contact Center Enterprise, Contact Center Enterprise, and Contact Center Express[^40]. The cfe6jj scope sentence lists Contact Center Enterprise twice among its 3 named products, reading as an error in the source[^41]. Furthermore, the cfe6jj documentation limits Basic QM evaluation to voice interactions only, omitting Text Search and a standalone digital channels line item[^38][^39]. By contrast, the Webex Contact Center documentation specifies that Basic QM evaluates both voice and digital channels[^38]. | Package | Included capabilities | Advanced additions in full tier | | --- | --- | --- | | Workforce Management | Forecasting for voice, digital, back-office[^37] | Advanced notifications, vacation planner, overtime manager, open APIs, chat bot, self-scheduling, Insights, payroll integrations, 1 historical and 1 real-time connector[^45] | | Quality Management | Audio recording, synchronized screen recording, form creation/editing, standard evaluation views[^33][^34][^32] | Interaction export, Insights reporting, custom metadata, QM workflows, QM Views, contact queue, live screen monitoring, calibration, appeal, HR/training tagging[^44] | ## Analytics and sentiment analysis Enterprise Analytics provides conversation AI analysis within Webex WFO and is positioned by Cisco as an entry point into AI for on-premises deployments[^43]. Auto QM automatically evaluates up to 100 per cent of customer interactions against uniform criteria[^30]. Predictive evaluation scoring and predictive net promoter scoring reside in the base Analytics plus Transcription tier rather than Enterprise Analytics[^48]. That base tier also includes non-advanced sentiment analysis, phrase manager, interaction summary, live screen monitoring, agent explorer, desktop analytics, transcription, application usage, and desktop manager[^27]. Enterprise Analytics adds Auto QM, trending topic analysis with impact sentiment and notifications, and enhanced advanced sentiment[^42]. Advanced Sentiment operates only on voice calls and calculates separate sentiment scores for the customer and the agent[^8][^4]. It requires a manual 1-time enablement by the customer, which permanently stops legacy sentiment display for new interactions[^6]. Pinpointing specific moments of sentiment shift and tracking sentiment trends across a conversation are gated behind either the Enterprise Analytics SKU or a WFO Bundle combined with a 100 interactions add-on SKU[^5]. Step-by-step activation instructions for Advanced Sentiment are not published in help.webex.com and reside on wfohelp.com[^7]. ## AI Quality Management and Control Hub integration AI Quality Management features are managed in Webex Control Hub under Services > Contact Center > AI Features within Desktop Experience[^15]. Ordering requires either the dedicated AI Quality Management add-on SKU A-FLEX-AI-QM or the bundled AI Assistant and AI Quality Management SKU A-FLEX-AI-QMMB[^24]. User profiles must also have AI Assistant enabled under Desktop Experience[^19]. Furthermore, sentiment, Auto CSAT, and real-time transcriptions are included in a standalone AI Assistant SKU alongside AI Quality Management[^23]. AI Quality Management features are configured at organisation, queue, or agent level, depending on the feature[^26]. Evaluation, speech analytics, and coaching insights are scoped at the organization level; sentiment analysis and real-time transcriptions are scoped at the queue level; and Auto CSAT is listed as having an agent scope[^20]. However, sources disagree on Auto CSAT scope: the feature table designates Auto CSAT as agent-scoped, while the procedural walkthrough instructs administrators to enable it in queue-level settings across all or specific queues[^29]. Enabling these features requires specific pipeline prerequisites: - Sentiment analysis requires real-time transcription enabled on target queues and updated call flows[^51]. - Real-time transcription requires administrators to place a Start Media Stream activity immediately following the AgentAnswered event in Flow Designer, followed by saving and publishing the flow[^50]. - Auto CSAT requires call recording to be enabled, as CSAT predictions rely on post-call processing[^28]. Webex AI Quality Management is designed strictly for the supervisor desktop and requires a supervisor license and Control Hub role-based permissions[^25]. Supervisors can review and override AI evaluation scores, with each override logged as training data to trigger automatic model retraining[^18]. Agents are permitted to appeal Auto QM scores[^31]. The AI Quality Management sentiment score spans a continuous scale from -100 to 100: negative is defined as -100 to -45, neutral as -45 to 45, and positive as 45 to 100[^22]. The published boundary values overlap, as -45 falls into both negative and neutral bands, and 45 falls into both neutral and positive bands[^21]. ## AI model architecture and transparency Webex AI Quality Management utilizes fine-tuned BERT models, statistical classifiers, and large language models from the Microsoft Azure OpenAI Service[^14]. These fine-tuned models are trained individually per customer organization, remain confined within the Webex Contact Center cloud, and are never shared across tenants[^17]. The transparency documentation for AI Quality Management lists only 1 technical note for Auto CSAT despite describing 5 separate features[^16]. Webex WFO enhancement capabilities use AWS Bedrock with Anthropic and Amazon Nova models, supplemented by proprietary Cisco transformer models[^55]. The AWS Bedrock model calls are stateless and do not retain customer data for model training[^54]. These 5 enhancement features support opt-in and opt-out controls at the agent, group, and team levels[^59]. Webex WFO Agent Assist operates as a generative AI assistant embedded in the WFO workforce management module via the MyTime interface, offering support across 135 languages[^13][^9]. It relies exclusively on Azure OpenAI models with no fine-tuning or secondary models; customization is handled solely through prompt engineering and configuration[^10]. Agent Assist event logging writes to a tenant-specific database and is opt-in only[^11]. Customer interactions are used for prompt tuning only with explicit consent; otherwise, Cisco evaluates models using internal synthetic conversation logs[^12]. WarmTransfer's reading of the sources is that features marketed under unified Webex Workforce Optimization branding rely on 3 disparate model stacks: AI Quality Management uses Azure OpenAI and fine-tuned BERT; WFO enhancements run on AWS Bedrock (Anthropic and Amazon Nova) with Cisco transformer models; and WFO Agent Assist runs exclusively on Azure OpenAI[^61]. ## Documentation artifacts and external portals The Webex WFO Cloud Design Guide, the Design and Installation Guide for Deployments with New WFM, and the Webex Contact Center Integration Guide for Deployments with New WFM contain no prose and display only a PDF viewer placeholder[^56]. In the field, document URLs ending in.pdf on cisco.com redirect to HTML articles on help.webex.com rather than returning a PDF file[^60]. Additionally, the New WFM design and installation guide shares an identical 1-sentence description with the integration guide despite having different titles[^62]. The documentation repeatedly introduces the term New WFM without explaining the designation, defining how it differs from other variants, or stating which version is current[^46]. The 3 AI transparency technical notes for Webex WFO and quality management contain formatting artifacts: each includes a copyright line citing 2021 immediately preceding a second valid year[^57], and each ends its references list with a stray fragment reading "Las" on its own line[^58]. In the field, day-to-day operational documentation for agents, leaders, forecasters, schedulers, intraday analysts, evaluators, and administrators is hosted externally on wfohelp.com rather than on cisco.com or help.webex.com[^63]. ## See also - [Classic WFM and New WFM variants of Webex Workforce Optimization](https://warmtransfer.net/knowledge/webex-wfo-classic-vs-new-wfm) - [How Webex WFO records a Webex Contact Center interaction](https://warmtransfer.net/knowledge/webex-wfo-wxcc-integration) - [AI quality management and auto scoring](https://warmtransfer.net/knowledge/ai-quality-management) - [Webex WFO role based operational documentation on wfohelp.com](https://warmtransfer.net/knowledge/wfohelp-role-documentation) - [Webex Contact Center Enterprise add-on ecosystem](https://warmtransfer.net/knowledge/wxcce-add-on-ecosystem) - [Webex Contact Center Enterprise as a distinct product](https://warmtransfer.net/knowledge/webex-contact-center-enterprise) - [Cisco AI transparency technical notes](https://warmtransfer.net/knowledge/webex-ai-transparency-notes) - [Third-party model and speech vendors behind Webex contact centre AI](https://warmtransfer.net/knowledge/webex-cc-ai-model-vendors) - [Employment decision safeguards on automated agent scoring](https://warmtransfer.net/knowledge/agent-scoring-safeguards) - [Transition from Classic WFM to New WFM](https://warmtransfer.net/knowledge/wfo-classic-to-new-migration) - [The New WFM workforce management API surface](https://warmtransfer.net/knowledge/wfo-new-wfm-api-surface) - [Failure and rollback behaviour of the Classic to New WFM transition](https://warmtransfer.net/knowledge/wfo-transition-failure-modes) - [Webex Contact Center recording and contact data retention](https://warmtransfer.net/knowledge/webex-cc-recording-retention) - [Webex Engage as the digital channel product](https://warmtransfer.net/knowledge/webex-engage-digital) - [Webex Contact Center Analyzer and the legacy reporting split](https://warmtransfer.net/knowledge/webex-cc-analyzer-reporting) - [Webex Contact Center Functions as a development platform](https://warmtransfer.net/knowledge/webex-cc-functions-development) - [Webex Calling with Salesforce Service Cloud Voice](https://warmtransfer.net/knowledge/webex-calling-with-salesforce-service-cloud-voice) - [Webex Contact Center platform generations and predecessors](https://warmtransfer.net/knowledge/webex-cc-platform-generations) ## Applicability Applies to: Cisco Webex Workforce Optimization and Cisco Webex Contact Center. Deployments: cloud and on-premises. Sources checked 2026-09-05. The cfe6jj documentation scopes itself to Webex Contact Center Enterprise, Contact Center Enterprise, and Contact Center Express[^40]. Enterprise Analytics is described as suited to on-premises customers[^43]. ## What remains uncertain - What Classic WFM and New WFM are and which is current is not covered by the sources below. - The role-based WFO operational documentation on wfohelp.com is not covered by the sources below. - How Auto QM computes an evaluation score is not covered by the sources below. - How evaluation appeal works for AI scored evaluations is not covered by the sources below. - What the Basic WFM and Basic QM packages cost is not covered by the sources below. - Cisco lists HR and training contact tagging as a capability in Full QM but does not describe what it does[^49]. - Edge components data flows storage and encryption for WFO cloud are not covered by the sources below. - How Webex WFO attaches to Unified CCE is not covered by the sources below. ## Sources [^1]: 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). Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), release history occurrences of Classic platform compared with occurrences of Classic WFM. Checked 2026-09-05. [^2]: Webex AI Quality Management assigns evaluation forms to queues teams and individuals and produces per-question AI scores yet its note carries no employment decision restriction (inferred). Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), evaluation assignment section compared with the intended use section. Checked 2026-09-05. [^3]: Auto QM automatically evaluates up to 100 per cent of customer interactions against consistent performance criteria and its note carries no employment decision restriction (inferred). Source: [Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-technical-note.pdf), Auto QM description compared with the intended use section. Checked 2026-09-05. [^4]: Advanced Sentiment produces separate sentiment scores for the customer and for the agent. Source: [Advanced Sentiment on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO), Advanced Sentiment overview. Checked 2026-09-05. [^5]: 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. Source: [Advanced Sentiment on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO), Advanced Sentiment availability. Checked 2026-09-05. [^6]: Advanced Sentiment requires a manual 1-time enablement by the customer and once launched the legacy sentiment stops displaying for new interactions. Source: [Advanced Sentiment on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO), Enabling Advanced Sentiment. Checked 2026-09-05. [^7]: 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. Source: [Advanced Sentiment on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO), Enabling Advanced Sentiment. Checked 2026-09-05. [^8]: Advanced Sentiment is available only for voice interactions. Source: [Advanced Sentiment on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO), Advanced Sentiment availability. Checked 2026-09-05. [^9]: Webex WFO Agent Assist supports 135 languages. Source: [Contact Center: Webex Workforce Optimization Agent Assist - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-agent-assist-technical-note.pdf), Feature Overview. Checked 2026-09-05. [^10]: Webex WFO Agent Assist is powered entirely by Azure OpenAI models with no additional third-party or proprietary models and performs no fine-tuning on the base models with customisation done through prompt engineering and system configuration. Source: [Contact Center: Webex Workforce Optimization Agent Assist - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-agent-assist-technical-note.pdf), Model Architecture. Checked 2026-09-05. [^11]: Webex WFO Agent Assist logs events to a tenant-specific database and this logging is opt-in only. Source: [Contact Center: Webex Workforce Optimization Agent Assist - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-agent-assist-technical-note.pdf), logging section. Checked 2026-09-05. [^12]: Real agent interactions may be used for Agent Assist prompt improvement and quality assessment only with explicit client permission and absent that permission Cisco relies on internally generated synthetic conversation logs. Source: [Contact Center: Webex Workforce Optimization Agent Assist - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-agent-assist-technical-note.pdf), evaluation section. Checked 2026-09-05. [^13]: Webex Workforce Optimization Agent Assist is a generative AI self-service assistant embedded in the WFO workforce management module and reached through the MyTime interface. Source: [Contact Center: Webex Workforce Optimization Agent Assist - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-agent-assist-technical-note.pdf), Feature Overview. Checked 2026-09-05. [^14]: Webex AI Quality Management uses fine-tuned BERT models statistical classifiers and third-party large language models from the Microsoft Azure OpenAI Service. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), Model Architecture. Checked 2026-09-05. [^15]: AI Quality Management features are enabled in Control Hub at Services then Contact Center then AI Features under Desktop Experience. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), enablement procedure. Checked 2026-09-05. [^16]: The Control Hub article's AI transparency technical notes section lists 1 note for Auto CSAT although the article describes 5 distinct AI Quality Management features. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), AI Transparency Technical Notes section. Checked 2026-09-05. [^17]: The AI Quality Management fine-tuned evaluation models are trained per customer organisation are never shared across customers and do not leave the Webex Contact Center cloud. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), Model Architecture. Checked 2026-09-05. [^18]: Supervisors can view and override AI evaluation scores and each override is captured as training data that feeds automatic model retraining. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), human oversight section. Checked 2026-09-05. [^19]: Using AI Quality Management features additionally requires AI Assistant to be enabled in the user's profile access through the Desktop Experience setting. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Prerequisites. Checked 2026-09-05. [^20]: The AI Quality Management feature table gives evaluation and speech analytics and coaching insights an organisation scope sentiment analysis and real-time transcriptions a queue scope and Auto CSAT an agent scope. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), feature table. Checked 2026-09-05. [^21]: The published AI Quality Management sentiment bands overlap at their boundaries because -45 falls in both the negative and the neutral band and 45 falls in both the neutral and the positive band. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), sentiment scoring description. Checked 2026-09-05. [^22]: The AI Quality Management sentiment score is a continuous value from -100 to 100 with negative given as -100 to -45 neutral as -45 to 45 and positive as 45 to 100. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), sentiment scoring description. Checked 2026-09-05. [^23]: Sentiment Auto CSAT and real-time transcriptions are marked as also included in a separate AI Assistant SKU rather than exclusively in AI Quality Management. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), feature table asterisk note. Checked 2026-09-05. [^24]: Purchasing AI Quality Management as a Control Hub feature set requires either the AI Quality Management add-on SKU A-FLEX-AI-QM or the bundled AI Assistant and AI Quality Management SKU A-FLEX-AI-QMMB. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Prerequisites. Checked 2026-09-05. [^25]: Webex AI Quality Management is scoped to the Webex Contact Center supervisor desktop and requires a supervisor licence and role-based access permissions defined in Control Hub and is stated as not intended for use outside those channels. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), intended use section. Checked 2026-09-05. [^26]: AI Quality Management features are configured at organisation queue or agent level and which level applies depends on the feature. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), feature table. Checked 2026-09-05. [^27]: The Analytics plus Transcription base tier includes predictive evaluation scoring predictive net promoter scoring non-advanced sentiment analysis a phrase manager interaction summary live screen monitoring agent explorer desktop analytics transcription application usage and desktop manager. Source: [Enterprise Analytics on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/5r04z1/Enterprise-Analytics-on-Webex-WFO), tier comparison table Analytics + Transcription column. Checked 2026-09-05. [^28]: Enabling Auto CSAT requires call recording to be enabled because Auto CSAT predictions depend on post-call processing. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Auto CSAT prerequisites. Checked 2026-09-05. [^29]: The Auto CSAT walkthrough directs administrators to enable Auto CSAT from a queue level settings section and to choose all queues or specific queues which contradicts the same article's feature table giving Auto CSAT an agent scope (disputed). Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), feature table row Auto CSAT compared with the Auto CSAT walkthrough. Checked 2026-09-05. [^30]: Auto QM can automatically evaluate up to 100 per cent of customer interactions against consistent performance criteria. Source: [Enterprise Analytics on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/5r04z1/Enterprise-Analytics-on-Webex-WFO), Auto QM. Checked 2026-09-05. [^31]: Agents can appeal Auto QM scores. Source: [Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-technical-note.pdf), controls section. Checked 2026-09-05. [^32]: Basic QM includes creating and editing evaluation forms and viewing standard evaluations without customisable workflows. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Basic Quality Management column. Checked 2026-09-05. [^33]: Basic QM includes call recording described as securing and storing customer interactions for compliance training and evaluations. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Basic Quality Management column. Checked 2026-09-05. [^34]: Basic QM includes screen recording captured alongside audio. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Basic Quality Management column. Checked 2026-09-05. [^35]: Ordering the Basic WFM and Basic QM packages uses dedicated SKUs and requires provisioning information to be supplied at order time. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Ordering section. Checked 2026-09-05. [^36]: Cisco describes the Basic packages as aimed at customers using basic call recording without full quality management and at customers scheduling with spreadsheets. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Overview. Checked 2026-09-05. [^37]: Basic WFM includes forecasting across voice digital and back-office channels. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Basic Workforce Management column. Checked 2026-09-05. [^38]: In the Enterprise and Express article Basic QM evaluates voice interactions only whereas in the Webex Contact Center article Basic QM evaluates both voice and digital channels. Source: [Basic WFM and QM Offerings on Webex WFO](https://help.webex.com/en-us/article/cfe6jj/Basic-WFM-and-QM-Offerings-on-Webex-Workforce-Optimisation), Basic Quality Management feature list and Table 1. Checked 2026-09-05. [^39]: The Enterprise and Express article omits both Text Search and a standalone digital channels line item from Basic QM which the Webex Contact Center article includes. Source: [Basic WFM and QM Offerings on Webex WFO](https://help.webex.com/en-us/article/cfe6jj/Basic-WFM-and-QM-Offerings-on-Webex-Workforce-Optimisation), Basic Quality Management feature list and Table 1. Checked 2026-09-05. [^40]: The cfe6jj article scopes itself to Webex Contact Center Enterprise Contact Center Enterprise and Contact Center Express while the nmzg380 article scopes itself to Webex Contact Center. Source: [Basic WFM and QM Offerings on Webex WFO](https://help.webex.com/en-us/article/cfe6jj/Basic-WFM-and-QM-Offerings-on-Webex-Workforce-Optimisation), opening scope sentence. Checked 2026-09-05. [^41]: The cfe6jj scope sentence names Contact Center Enterprise twice as 2 of the 3 products it lists which reads as an error in the source. Source: [Basic WFM and QM Offerings on Webex WFO](https://help.webex.com/en-us/article/cfe6jj/Basic-WFM-and-QM-Offerings-on-Webex-Workforce-Optimisation), opening scope sentence. Checked 2026-09-05. [^42]: Enterprise Analytics adds Auto QM trending topic analysis with impact sentiment and notification and enhanced advanced sentiment on top of the Analytics plus Transcription tier. Source: [Enterprise Analytics on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/5r04z1/Enterprise-Analytics-on-Webex-WFO), tier comparison table Enterprise Analytics column. Checked 2026-09-05. [^43]: Enterprise Analytics is a Webex WFO capability providing AI analysis of conversations and is described as suited to on-premises customers as an entry point into AI. Source: [Enterprise Analytics on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/5r04z1/Enterprise-Analytics-on-Webex-WFO), Overview. Checked 2026-09-05. [^44]: 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. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Existing Quality Management column. Checked 2026-09-05. [^45]: 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. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Existing Workforce Management column. Checked 2026-09-05. [^46]: The Webex WFO articles name New WFM in guide titles and never explain what New WFM is what distinguishes it from any other variant or which variant is current. Source: [Webex WFO Design and Installation Guide for Deployments with New WFM](https://help.webex.com/en-us/article/nu1x2j2/Webex-WFO-Design-and-Installation-Guide-for-Deployments-with-New-WFM), whole article set. Checked 2026-09-05. [^47]: The Webex WFO packaging articles name SKU categories repeatedly but publish no alphanumeric SKU code for any of them. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), whole article. Checked 2026-09-05. [^48]: Predictive evaluation scoring and predictive net promoter scoring sit in the Analytics plus Transcription base tier rather than in Enterprise Analytics. Source: [Enterprise Analytics on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/5r04z1/Enterprise-Analytics-on-Webex-WFO), tier comparison table Analytics + Transcription column. Checked 2026-09-05. [^49]: Full Quality Management includes a capability named HR and training contact tagging which the source lists but does not describe. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Table 1 Existing Quality Management column. Checked 2026-09-05. [^50]: Real-time transcription requires an administrator to insert a Start Media Stream activity after the AgentAnswered event in Flow Designer and then save and publish the flow before transcription starts on calls routed through it. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Real-time transcriptions procedure. Checked 2026-09-05. [^51]: Enabling sentiment analysis requires real-time transcription to be already enabled for the target queues and the associated call flows to be updated so that transcription actually starts. Source: [Enable AI Quality Management Features in Control Hub for Webex Contact Center](https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center), Sentiment Analysis prerequisites. Checked 2026-09-05. [^52]: 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. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), whole article compared cell by cell against cfe6jj. Checked 2026-09-05. [^53]: Webex Workforce Optimization offers 2 streamlined packages named Basic WFM and Basic QM alongside its fuller Workforce Management and Quality Management offerings. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Overview. Checked 2026-09-05. [^54]: The AWS Bedrock large language model calls in the WFO enhancement pipeline are described as stateless and as not using or storing customer data for model improvement. Source: [Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-technical-note.pdf), data flow description. Checked 2026-09-05. [^55]: The Webex WFO enhancement features are built on AWS Bedrock using Anthropic and Amazon Nova models together with Cisco proprietary transformer-based models. Source: [Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-technical-note.pdf), Model Architecture. Checked 2026-09-05. [^56]: 3 Webex WFO guide articles the cloud design guide the design and installation guide for New WFM and the Webex Contact Center integration guide for New WFM carry no prose and render only a PDF viewer placeholder. Source: [Webex WFO Cloud Design Guide](https://help.webex.com/en-us/article/7ydfko/Cisco-Webex-WFO-Cloud-Design-Guide), article body. Checked 2026-09-05. [^57]: The 3 Webex WFO and quality management AI transparency notes each carry a line reading copyright 2021 immediately followed by a second and correct copyright year. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), page footer. Checked 2026-09-05. [^58]: The 3 Webex WFO and quality management AI transparency notes each end their references section with a stray fragment reading Las on its own line. Source: [Cisco Webex AI Quality Management AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf), References section final line. Checked 2026-09-05. [^59]: The 5 Webex WFO enhancement features support opt-in and opt-out control at the agent group and team levels. Source: [Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-technical-note.pdf), controls section. Checked 2026-09-05. [^60]: The cisco.com document URLs for the Webex WFO guides end in .pdf and redirect to help.webex.com HTML articles rather than serving a PDF (field report). Source: [Webex WFO Design and Installation Guide for Deployments with New WFM](https://help.webex.com/en-us/article/nu1x2j2/Webex-WFO-Design-and-Installation-Guide-for-Deployments-with-New-WFM), HTTP redirect observed on retrieval. Checked 2026-09-05. [^61]: 3 capabilities marketed under adjacent Workforce Optimization and Quality Management branding rest on 3 different model stacks: AI Quality Management on Azure OpenAI with BERT the WFO enhancements on AWS Bedrock with Anthropic and Amazon Nova and WFO Agent Assist on Azure OpenAI alone (inferred). Source: [Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/ai-transparency-webex-workforce-optimization-technical-note.pdf), Model Architecture compared across three technical notes. Checked 2026-09-05. [^62]: The Webex WFO design and installation guide for New WFM and the Webex Contact Center integration guide for New WFM carry different titles and the identical one-sentence description. Source: [Webex WFO Design and Installation Guide for Deployments with New WFM](https://help.webex.com/en-us/article/nu1x2j2/Webex-WFO-Design-and-Installation-Guide-for-Deployments-with-New-WFM), article description. Checked 2026-09-05. [^63]: 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). Source: [Advanced Sentiment on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/jmxsos/Advanced-Sentiment-on-Webex-WFO), Webex WFO landing page outbound links. Checked 2026-09-05.