The New WFM workforce management API surface

See also

Sources

1. 1
   Webex WFO introduced an enhanced WFM adherence connector that integrates with a new Webex webhook to support Webex Contact Center granular agent states (entry dated July 22, 2026).

   What's new for administrators in Webex Contact Center · What's new for administrators in Webex Contact Center > July 22, 2026 > Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States · Checked 2026-10-01
2. 2
   The September 8, 2026 release added a userIdentities field to the Agent API, listing all acdIds and acdServerIds associated with an agent, under the QM section rather than WFM.

   September (2026 cloud release notes) · September 2026 release notes > Product features and enhancements > QM > Agent API (September 8) · Checked 2026-10-01
3. 3
   The WFM role must have API access permissions enabled, namely Read and Write for each of forecast, organization, request and schedule (eight permissions).

   Access WFM APIs · Access WFM APIs > permissions list under Open Calabrio WFM > API access · Checked 2026-10-01
4. 4
   In the Webex WFO feature definitions, Open Integrations (API) appears under Full WFM features and not under the Basic WFM features.

   Basic QM and WFM Available Features · Basic QM and WFM Available Features > Feature definitions > Full WFM features · Checked 2026-10-01
5. 5
   WFM release v. 2502.27.04 (February 27, 2025) resolved issue 960933, in which the URL in one of the WFM APIs did not work as expected.

   February (2025 cloud release notes) · February 2025 release notes > Resolved issues > WFM / API, issue 960933 (February 27) · Checked 2026-10-01
6. 6
   Basic WFM on Webex WFO likely does not include WFM API access, because the API is described only as a Full WFM feature.inferred

   Basic QM and WFM Available Features · Basic QM and WFM Available Features > Feature definitions > Full WFM features · Checked 2026-10-01
7. 7
   WFM Connectors for user sync, historical data sync and real-time data sync are not supported in Basic WFM on Webex WFO.

   Basic QM and WFM Available Features · Basic QM and WFM Available Features > Overview and available features > NOTE · Checked 2026-10-01
8. 8
   The Webex WFO API Reference Guide for New WFM repeats the 500 calls per minute and 10,000 calls per hour per-token WFM API limit and its exclusion of the historical APIs.

   Webex WFO API Reference Guide For Deployments with New WFM · New WFM APIs section (page number not verified) · Checked 2026-10-01
9. 9
   On the interactive API documentation site, a user clicks Authorize, pastes the personal access token into the Value field of the Available authorizations window, clicks Authorize and then Close.

   Access WFM APIs · Access WFM APIs > authorization procedure steps · Checked 2026-10-01
10. 10
    The example API documentation URL that Access WFM APIs gives is https://mtusce03.teleopticloud.com/api/docs/index.html.

    Access WFM APIs · Access WFM APIs > example URL following the template · Checked 2026-10-01
11. 11
    The 2021 GA note says the API documentation becomes usable after creating a WFM user with the appropriate permissions and adding a personal access token.

    October (2021 cloud release notes) · October 2021 release notes > WFM > New WFM APIs · Checked 2026-10-01
12. 12
    The New WFM API documentation site follows the per-customer URL template https://[customerURL].com/api/docs/index.html.

    Access WFM APIs · Access WFM APIs > URL template line · Checked 2026-10-01
13. 13
    The New WFM APIs became generally available for third-party developers in the cloud release dated October 6, 2021.

    October (2021 cloud release notes) · October 2021 release notes > WFM > New WFM APIs (October 6) · Checked 2026-10-01
14. 14
    At GA the New WFM APIs covered scheduling, people and forecasting use cases, for importing, exporting and interacting with WFM data from external applications.

    October (2021 cloud release notes) · October 2021 release notes > WFM > New WFM APIs · Checked 2026-10-01
15. 15
    Granular agent states become mandatory for all Webex Contact Center customers on October 29, 2026, and Webex WFO advises adopting the new adherence connector before then to reduce the risk of RTA reporting interruptions.

    What's new for administrators in Webex Contact Center · What's new for administrators in Webex Contact Center > July 22, 2026 entry; April 30, 2026 > Granular Agent State Control by Media Type · Checked 2026-10-01
16. 16
    The historical data APIs are supported for all current and new WFM versions, named as TWFM and New WFM.

    Historical Data WFM APIs · Historical Data WFM APIs > supported versions sentence · Checked 2026-10-01
17. 17
    The historical data API documentation follows the template https://[customerURL].com/historical-data/docs/index.html, separate from the main /api/docs site.

    Historical Data WFM APIs · Historical Data WFM APIs > documentation URL · Checked 2026-10-01
18. 18
    The historical data API endpoint follows the template https://[customerURL].com/historical-data/api/v1.

    Historical Data WFM APIs · Historical Data WFM APIs > API URL list · Checked 2026-10-01
19. 19
    Calling the historical data APIs requires a tenant key and a data source key, both issued by the customer's vendor contact rather than self-generated like a personal access token.

    Historical Data WFM APIs · Historical Data WFM APIs > access procedure (tenant key, data source key) · Checked 2026-10-01
20. 20
    The vendor advises engaging Professional Services for a managed service plan to support development and deployment of a historical data API integration.

    Historical Data WFM APIs · Historical Data WFM APIs > support notice · Checked 2026-10-01
21. 21
    The WFM historical data APIs import external WFM historical data from integrated contact center platforms for use in forecasting and agent performance follow-up.

    Historical Data WFM APIs · Historical Data WFM APIs > opening paragraph · Checked 2026-10-01
22. 22
    New WFM documents its APIs on an interactive website that is available in every customer environment.

    Access WFM APIs · Access WFM APIs > introductory paragraph · Checked 2026-10-01
23. 23
    Legacy API Access applies to Calabrio ONE Cloud with the Calabrio ONE IAM Service implemented, and an administrator enables it per user with an API password.

    Configure Legacy API Access · Configure Legacy API Access > prerequisites and To Enable procedure (Application Management > Global > User Configuration > Legacy API Access) · Checked 2026-10-01
24. 24
    Calabrio ONE Legacy API Access is needed for applications outside the core Calabrio ONE products, such as Innovation Center apps, Professional Services tools and customer-built solutions.

    Configure Legacy API Access · Configure Legacy API Access > opening paragraph · Checked 2026-10-01
25. 25
    For Webex Contact Center 2.0 connections, New WFM implementations are done in a separate process from the Calabrio ONE ACD connection settings.

    Connection settings for Cisco Webex Contact Center 2.0 · Connection settings for Cisco Webex Contact Center 2.0 > introductory note · Checked 2026-10-01
26. 26
    Webex WFO defines Open Integrations (API) as WFM giving users the ability to post commands and query the database using APIs.

    Basic QM and WFM Available Features · Basic QM and WFM Available Features > Feature definitions > Full WFM features > Open Integrations (API) · Checked 2026-10-01
27. 27
    A user creates a WFM personal access token from User settings > Personal access tokens by entering an application name and clicking Generate token.

    Generate access tokens for API access to WFM · Generate access tokens for API access to WFM > Procedures > Create a personal access token · Checked 2026-10-01
28. 28
    Personal access tokens are the documented credential for accessing the WFM APIs in machine-to-machine communication.

    Generate access tokens for API access to WFM · Generate access tokens for API access to WFM > opening sentence · Checked 2026-10-01
29. 29
    The function-permissions page describes the Personal access tokens permission as generating tokens to access the SDK in machine-to-machine communication.

    How WFM function permissions work · How WFM function permissions work > Web > Personal access tokens row · Checked 2026-10-01
30. 30
    A WFM personal access token can be revoked at any time from User settings > Personal access tokens by clicking Revoke.

    Generate access tokens for API access to WFM · Generate access tokens for API access to WFM > Procedures > Revoke a personal access token · Checked 2026-10-01
31. 31
    A WFM personal access token is displayed only once, at generation, and cannot be viewed or copied again later.

    Generate access tokens for API access to WFM · Generate access tokens for API access to WFM > Create a personal access token > note after Generate token · Checked 2026-10-01
32. 32
    Integrations that call the WFM API with a personal access token set the username to __token__ and use the token itself as the password.

    Generate access tokens for API access to WFM · Generate access tokens for API access to WFM > usage instruction after token creation · Checked 2026-10-01
33. 33
    Generating a personal access token for the WFM APIs requires the Web > Personal access tokens permission.

    Generate access tokens for API access to WFM · Generate access tokens for API access to WFM > Prerequisites · Checked 2026-10-01
34. 34
    The New WFM REST API is reached on a customer-specific host rather than one shared global endpoint, so a tenant's API base comes from its own WFM URL.inferred

    Access WFM APIs · Access WFM APIs > URL template and example · Checked 2026-10-01
35. 35
    WFM function permissions, including the API ones, must be combined with data permissions, which set the data a user can reach when using that function.

    How WFM function permissions work · How WFM function permissions work > opening explanation of function versus data permissions · Checked 2026-10-01
36. 36
    In WFM, access to a higher-level function permission does not grant its lower-level permissions, so each API read or write sub-permission has to be enabled individually.

    How WFM function permissions work · How WFM function permissions work > tree-structure explanation · Checked 2026-10-01
37. 37
    The WFM function permission API access lets the holder read from and write to the WFM database through the API.

    How WFM function permissions work · How WFM function permissions work > API access permission row · Checked 2026-10-01
38. 38
    The per-token WFM API rate limit does not apply to the WFM historical data APIs.

    Access WFM APIs · Access WFM APIs > sentence following the rate limit · Checked 2026-10-01
39. 39
    New WFM APIs are rate limited per user token to 500 calls per minute and 10,000 calls per hour.

    Access WFM APIs · Access WFM APIs > rate-limit sentence in introduction · Checked 2026-10-01
40. 40
    The Webex WFO API Reference Guide for New WFM describes authorizing by POSTing credentials to /api/rest/authorize and sending the returned session ID as a header on later calls.

    Webex WFO API Reference Guide For Deployments with New WFM · Authorization section (page number not verified) · Checked 2026-10-01
41. 41
    The Webex WFO API Reference Guide for New WFM states that an API session times out after two hours of inactivity.

    Webex WFO API Reference Guide For Deployments with New WFM · Authorization section (page number not verified) · Checked 2026-10-01
42. 42
    The vendor positioned the New WFM APIs as easier to develop against, with more accessible documentation, than its legacy SOAP APIs.

    October (2021 cloud release notes) · October 2021 release notes > WFM > New WFM APIs · Checked 2026-10-01
43. 43
    Cisco's support page shows Webex Workforce Optimization as Available for order, with a series release date of 22-JUN-2020.

    Webex Workforce Optimization - Support · Webex Workforce Optimization support page > Product status · Checked 2026-10-01
44. 44
    Cisco's Webex Workforce Optimization support page lists a Cisco Webex WFO-WFM API Reference Guide dated 21-Jan-2022 and a Cisco Webex WFO API Reference Guide dated 06-Sep-2020.

    Webex Workforce Optimization - Support · Webex Workforce Optimization support page > Documentation > API Reference Guides · Checked 2026-10-01
45. 45
    Release v. 2505.12.21 (May 14, 2025) added the WFM API endpoint /command/SetNoteForScheduleDay, which lets third-party applications set a schedule note for one person on one day.

    May (2025 cloud release notes) · May 2025 release notes > New API to set Schedule notes (May 14, v. 2505.12.21) · Checked 2026-10-01
46. 46
    Schedule notes set through /command/SetNoteForScheduleDay are designated either Public or Internal.

    May (2025 cloud release notes) · May 2025 release notes > New API to set Schedule notes · Checked 2026-10-01
47. 47
    Release v. 2505.21.42 (May 22, 2025) fixed a WFM Forecasts SOAP SDK defect: importing a forecast for a skill that does not exist in the business unit returned no error.

    May (2025 cloud release notes) · May 2025 release notes > Resolved issues > WFM Forecasts SOAP SDK (May 22, v. 2505.21.42) · Checked 2026-10-01
48. 48
    The legacy WFM SOAP SDK was still in service and receiving fixes in mid-2025, so the New WFM surface spans both the REST API and the SOAP SDK.inferred

    May (2025 cloud release notes) · May 2025 release notes > Resolved issues > SOAP SDK entry · Checked 2026-10-01
49. 49
    After granular agent states arrive, existing WFM adherence state grouping configurations will no longer align with the new multi-channel agent states and must be reconfigured.

    What's new for administrators in Webex Contact Center · What's new for administrators in Webex Contact Center > July 22, 2026 > Adherence Connector Enhancement entry · Checked 2026-10-01
50. 50
    The teleopticloud.com example host suggests that New WFM is the Teleopti-derived WFM platform, distinct from the Classic WFM engine.inferred

    Access WFM APIs · Access WFM APIs > example URL · Checked 2026-10-01
51. 51
    A Webex WFO tenant with New WFM exposes at least three separate credential models: per-user personal access tokens for the WFM REST API, tenant and data-source keys for the historical data API, and Calabrio ONE platform credentials for the QM-side APIs.inferred

    Access WFM APIs · Access WFM APIs (token model), read together with Historical Data WFM APIs and Configure Legacy API Access · Checked 2026-10-01
52. 52
    A Classic-to-New WFM transition session lasts at most one hour, so shorter historical periods should be transitioned first to gauge duration.

    Transition data from Classic Cisco WFM to the new Cisco WFM (title as shown in the search index; the page rendered to me with the title Transition data from Classic Calabrio WFM to the new Calabrio WFM) · Transition data from Classic Cisco WFM to the new Cisco WFM > procedure note on session time · Checked 2026-10-01
53. 53
    The Classic-to-New WFM transition tool moves agents and queue statistics and applies default configuration values, but does not produce a complete configuration.

    Transition data from Classic Cisco WFM to the new Cisco WFM (title as shown in the search index; the page rendered to me with the title Transition data from Classic Calabrio WFM to the new Calabrio WFM) · Transition data from Classic Cisco WFM to the new Cisco WFM > overview paragraph · Checked 2026-10-01
54. 54
    An integrated platform that is not listed on the WFM Integrations page requires a project managed by Calabrio Professional Services.

    Connection settings for Cisco Webex Contact Center 2.0 · Connection settings for Cisco Webex Contact Center 2.0 > introductory note · Checked 2026-10-01
55. 55
    From April 6, 2026, all WFM workflow control set operations are managed exclusively through the web portal.

    What's new for administrators in Webex Contact Center · What's new for administrators in Webex Contact Center > March 31, 2026 > WFO: Manage Workflow Control Sets on the Web · Checked 2026-10-01
56. 56
    The Calabrio-branded Access WFM APIs content (docs site, tokens, rate limit) applies to Webex WFO deployments with New WFM.inferred

    Access WFM APIs · Access WFM APIs (whole page), served from the Webex WFO help centre wfohelp.com · Checked 2026-10-01
57. 57
    In the Webex Contact Center 2.0 connection, the Authorization URL setting lets the system re-establish OAuth after a token refresh failure, for at most sixty days.

    Connection settings for Cisco Webex Contact Center 2.0 · Connection settings for Cisco Webex Contact Center 2.0 > Authorization URL · Checked 2026-10-01

Documents

Cite this page

WarmTransfer. (2026, October 1). The New WFM workforce management API surface. WarmTransfer. https://warmtransfer.net/knowledge/wfo-new-wfm-api-surface

@misc{warmtransfer-wfo-new-wfm-api-surface,
  title  = {The New WFM workforce management API surface},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wfo-new-wfm-api-surface},
  note   = {Verified 2026-10-01}
}