# How Webex WFO records a Webex Contact Center interaction Canonical: https://warmtransfer.net/knowledge/webex-wfo-wxcc-integration Last verified: 2026-09-15 Webex WFO creates a separate contact for each agent who handles a call and assigns every derivative leg the same associated contact identifier[^2]. The integration segments interactions differently across 6 named shapes: transfers, conferences, consults, parks, cold interactions, and warm interactions[^12]. ## Complex call segmentation and identifiers The integration segments a call differently for each of 6 named shapes, where a transfer produces 1 contact per transfer, a conference produces 2, a consult produces 2 with different spans, a park ends 1 contact and starts another, and cold and warm describe both transfers and conferences[^12]. Parking a call ends a contact, and retrieving a parked call creates a new one[^10]. The associated contact identifier joins every derivative leg together by assigning the same identifier to each leg[^2]. This associated contact identifier remains consistent across every leg of a voice call and across every leg of a text conversation, but it differs between the 2 channels for a single customer journey[^8]. If a chat or text conversation is transferred out to a third-party organisation, Webex WFO holds only the portion prior to that transfer[^13]. Furthermore, the array naming the agents who handled a task cannot be mapped into Webex WFO as custom metadata because lists and arrays are not supported[^1]. ## Recording media, pauses, and screen capture During a consultation, Webex Contact Center records the customer only and not the agents, while during a conference it records both the customer and the agents[^5]. Sources disagree on whether the consultation portion of a warm transfer or conference is included in contact recordings[^14]. Screen recording is supported exclusively for the first agent in a call and is not supported for transferred call legs[^11]. Holds and pauses are rendered directly into the recorded artefacts rather than flagged: Webex WFO inserts silence into the audio recording and a blank screen into the screen recording[^7]. Automatic pause and resume is unavailable in this integration because the media signal that would drive it does not pass through Webex WFO[^3]. Regarding data retention, the integration guide states no retention period for a recording: the word retention occurs once and describes agent retention rather than data[^6]. ## Configuration prerequisites Recording the segments of a complex call requires 3 settings enabled by Cisco: segment recording and consult leg recording by a Cisco technical representative inside Webex Contact Center and complex calls by Cisco Technical Support inside Webex WFO[^4]. ## See also - See also [What a transferred call leaves behind across Cisco products](https://warmtransfer.net/knowledge/webex-transfer-artefacts). - See also [What a transfer does to a recording a transcript and a summary](https://warmtransfer.net/knowledge/webex-transfer-recording-artefacts). - See also [Webex Workforce Optimization and quality management](https://warmtransfer.net/knowledge/webex-wfo-quality-management). - See also [Classic WFM and New WFM variants of Webex Workforce Optimization](https://warmtransfer.net/knowledge/webex-wfo-classic-vs-new-wfm). - See also [Webex Contact Center workforce optimization and recording](https://warmtransfer.net/knowledge/webex-cc-wfo). ## Applicability Applies to: Cisco Webex WFO. Sources checked 2026-09-15. ## What remains uncertain - How long a recording is kept, in what format, and where it is stored are not covered by the sources below. - Sources disagree on whether a consult recording contains the conferring agents, as one claim states that Webex Contact Center records the customer only and not the agents during a consultation[^5], whereas another disputed claim states the consultation portion of a warm transfer or conference is included in contact recordings[^14]. - Where the version 2.0 associated contact identifier comes from is not covered by the sources below. - How an administrator can tell whether complex call segmentation is enabled is not covered by the sources below. - Sources disagree on whether parking is supported: one claim documents that parking ends a contact and retrieving it creates a new contact[^10], while the integration guide's table of supported complex call types marks a park as not supported[^9]. ## Sources [^1]: The array naming the agents who handled a task cannot be mapped into Webex WFO as custom metadata because lists and arrays are not supported. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, unsupported arrays. Checked 2026-09-15. [^2]: Webex WFO creates a separate contact for each agent who handles a call and gives every derivative leg the same associated contact identifier. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, Associated contact ID and Complex call event types. Checked 2026-09-15. [^3]: Automatic pause and resume is unavailable in this integration because the media signal that would drive it does not pass through Webex WFO. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, pause and resume. Checked 2026-09-15. [^4]: Recording the segments of a complex call requires 3 settings enabled by Cisco: segment recording and consult leg recording by a Cisco technical representative inside Webex Contact Center and complex calls by Cisco Technical Support inside Webex WFO. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, complex call prerequisites. Checked 2026-09-15. [^5]: During a consultation Webex Contact Center records the customer only and not the agents while during a conference it records both the customer and the agents. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, appendix for version 1.0. Checked 2026-09-15. [^6]: The integration guide states no retention period for a recording: the word retention occurs once and describes agent retention rather than data. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, counted over the converted text. Checked 2026-09-15. [^7]: A hold or pause is rendered into the artefacts rather than flagged: Webex WFO inserts silence into the audio recording and a blank screen into the screen recording. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, pause and resume handling. Checked 2026-09-15. [^8]: The associated contact identifier is consistent across every leg of a voice call and across every leg of a text conversation and differs between the 2 for one customer journey. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, chat and SMS limitations. Checked 2026-09-15. [^9]: The integration guide's table of supported complex call types marks a park as not supported (disputed). Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, the supported complex call types table. Checked 2026-09-15. [^10]: Parking a call ends a contact and retrieving a parked call creates a new one. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, Complex call event types, Parks. Checked 2026-09-15. [^11]: Screen recording is supported for the first agent in a call and is not supported for transferred call legs. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, screen recording note. Checked 2026-09-15. [^12]: The integration segments a call differently for each of 6 named shapes: a transfer produces one contact per transfer a conference produces 2 a consult produces 2 with different spans a park ends one contact and starts another and cold and warm describe both transfers and conferences. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, Complex call event types. Checked 2026-09-15. [^13]: If a chat or text conversation is transferred to a third-party organisation Webex WFO holds only the portion before the transfer. Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, chat and SMS limitations. Checked 2026-09-15. [^14]: The consultation portion of a warm transfer or conference is included in contact recordings (disputed). Source: [Webex WFO and Webex Contact Center Integration Guide For Deployments with New WFM](https://d38wuhq9pnj07a.cloudfront.net/pdf/455cadbe-4298-48d4-9518-fcf4c481fb77), Integration guide, Complex call event types, Warm. Checked 2026-09-15.