Failure and rollback behaviour of the Classic to New WFM transition

See also

Sources

1. 1
   Authentication for the transition takes the Classic WFM base URL, a Classic WFM username and password, and a tenant ID that is needed only when the account has access to more than one tenant.

   Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Authenticate for transition of data, steps 1 to 4 · Checked 2026-09-30
2. 2
   The transition tool works for both cloud and on-premises installations of Classic WFM.

   Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction · Checked 2026-09-30
3. 3
   Contract, contract schedule and part-time percentage are not transitioned from Classic WFM; transitioned agents receive the defaults configured in WFM settings instead.

   WFM data transition overview · Agents table, row Contract, contract schedule, part-time percentage · Checked 2026-09-30
4. 4
   All transitioned data can be deleted in order to start over by clicking Details in the Transitions table and then Delete.

   Transition data from Classic Calabrio WFM to the new Calabrio WFM · Delete transitioned data, steps 1 and 2 · Checked 2026-09-30
5. 5
   Delete removes the default values and all data transitioned from that host, not just the data from one run.

   Transition data from Classic Calabrio WFM to the new Calabrio WFM · Delete transitioned data, note after step 2 · Checked 2026-09-30
6. 6
   The Details view lists all transitioned data, not only the data moved in the latest transition.

   Transition data from Classic Calabrio WFM to the new Calabrio WFM · Follow up · Checked 2026-09-30
7. 7
   The employee import defaults that can be configured are site/team, contract, contract schedule, part-time percentage and work week start day.

   Set default values for the WFM employee import · Procedure, steps 1 to 5 · Checked 2026-09-30
8. 8
   No external logons are transitioned and assigned to the agents.

   WFM data transition overview · Agents table, row External logon · Checked 2026-09-30
9. 9
   On returning to the transfer view the latest transition is listed in the Transitions table together with the time it finished.

   Transition data from Classic Calabrio WFM to the new Calabrio WFM · Follow up · Checked 2026-09-30
10. 10
    The November 4 2022 release (WFM v. 680.199) lists as resolved issue 148130 that customers were seeing the error message Saving failed when attempting to migrate data from Classic WFM to New WFM with the transition tool.

    November (Calabrio ONE cloud release notes 2022) · November 4 (WFM v. 680.199) > Resolved issues > issue 148130 · Checked 2026-09-30
11. 11
    The November 14 2022 release (WFM v. 8.2211.11.19) lists as resolved issue 153558 that customers could not migrate data with the transition tool if they had deleted some skills.

    November (Calabrio ONE cloud release notes 2022) · November 14 (WFM v. 8.2211.11.19) > Resolved issues > issue 153558 · Checked 2026-09-30
12. 12
    The administrator can keep working in the system while the transition runs, but the documentation recommends keeping the browser tab open until the transition is done.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, text under step 6 · Checked 2026-09-30
13. 13
    Saving failed is a generic failure message and its appearance does not by itself show that the one hour session cap was reached.inferred

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, error text after step 6 · Checked 2026-09-30
14. 14
    The documentation describes no automatic rollback of a failed transition and no way to undo a single run; the only documented undo is the Delete action, which removes everything transitioned from that host together with the default values.inferred

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Delete transitioned data; error text after step 6 of Select what to transition · Checked 2026-09-30
15. 15
    The transition is meant as a starting point and does not set up a complete configuration; the transitioned data and default values must be reviewed afterwards and some areas need manual configuration.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Review the transitioned data · Checked 2026-09-30
16. 16
    The transition tool is found at WFM > WFM settings > Getting started > Transfer from other system.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Page location · Checked 2026-09-30
17. 17
    An administrator can transition a small part of the organization as a trial or import the whole organization at once.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction · Checked 2026-09-30
18. 18
    A failed transition may leave teams and agents present in the new WFM with queue statistics missing or incomplete, because teams are transitioned first and queue statistics follow in the background.inferred

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, text under step 6 · Checked 2026-09-30
19. 19
    The password entered for the transition is the password set in the product itself, not the single sign-on password.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Authenticate for transition of data, note under step 2 · Checked 2026-09-30
20. 20
    A person period is created for each transitioned agent with a start date taken from the company start date in Classic WFM, and a new period is created for each transition.

    WFM data transition overview · Agents table, row Person period · Checked 2026-09-30
21. 21
    The Classic WFM installation must be on version 10.4 or later for the transition tool to be used.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 3 · Checked 2026-09-30
22. 22
    The Classic WFM account used for the transition needs Application Management > Administer WFM, Schedule > Administer schedules, Schedule > Plan schedules, and access to all the groups and teams to transition.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 5 (Classic WFM user permissions) · Checked 2026-09-30
23. 23
    At least one contract, one contract schedule and one part time percentage must already exist in the Options module of the new WFM before the transition.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 6 · Checked 2026-09-30
24. 24
    The employee default values must have been set at WFM > WFM settings > Set employee defaults before the transition.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 7 · Checked 2026-09-30
25. 25
    The Classic WFM server must be accessible from the new WFM server.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 4 · Checked 2026-09-30
26. 26
    Running the transition requires the Super administrator role in the new WFM.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 1 · Checked 2026-09-30
27. 27
    The transition tool must have been made available in the installation before it can be used; it is listed as a prerequisite rather than assumed to be present.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Prerequisites, item 2 · Checked 2026-09-30
28. 28
    All queues connected to the skills assigned to the selected agents are transitioned, with queue statistics in 15 or 30 minute intervals.

    WFM data transition overview · Queues, skills and forecasts table, row Queues and queue statistics · Checked 2026-09-30
29. 29
    Whether the transition tool moves schedules and forecasts is contradicted within the vendor's own documentation: the May 2022 release note says it helps move agents, schedules, forecasts and queue statistics, while the current help page names only agents and queue statistics and the overview tables have no row for schedules or forecast data.disputed

    May (Calabrio ONE cloud release notes 2022) · May 12, v. 669.135 > Product features and enhancements > WFM > Transition tool for Classic Calabrio WFM customers · Checked 2026-09-30
30. 30
    Data for the same period and the same teams can be transitioned again to bring over the most recent information.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction · Checked 2026-09-30
31. 31
    Default values in the new WFM that the administrator has changed are not overwritten by a repeat transition.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction, sentence after the overwrite warning · Checked 2026-09-30
32. 32
    Changes made in the new WFM to transitioned data, such as agent information, are overwritten when data for the same organization and the same period is transferred again.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction, overwrite warning · Checked 2026-09-30
33. 33
    If a role with a matching name exists in the new WFM it is assigned to the agent; otherwise an empty role with that name is created and assigned, and its permissions need review.

    WFM data transition overview · Agents table, row Roles · Checked 2026-09-30
34. 34
    The documentation offers exceeding one hour as a possible, not a certain, cause of the Saving failed message.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, error text after step 6 · Checked 2026-09-30
35. 35
    If something goes wrong during the transition, the message Saving failed is shown.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, error text after step 6 · Checked 2026-09-30
36. 36
    The documented response to Saving failed is to select a shorter date range and try again, and to contact vendor support if that does not help.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, error text after step 6 · Checked 2026-09-30
37. 37
    Shift bags, schedule periods, rotation information and personal account information are not transitioned.

    WFM data transition overview · Agents table, rows Shift bag, Schedule period, Rotation, Personal account · Checked 2026-09-30
38. 38
    The maximum session time for the data transition is 1 hour.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction, session time note · Checked 2026-09-30
39. 39
    Besides moving data, the transition tool sets some default values in the new WFM so that users can get started more quickly.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction, first paragraph · Checked 2026-09-30
40. 40
    For large organizations the documentation advises transitioning a shorter period first to see how long it takes, noting that the first transition often takes the longest because many items are created and configured.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction, session time note · Checked 2026-09-30
41. 41
    No skills are transitioned, either as agent assignments or as skill objects.

    WFM data transition overview · Agents table, row Skills; Queues, skills and forecasts table, row Skills · Checked 2026-09-30
42. 42
    The date range of historical statistics to transition is defined by the administrator and must be between 1 and 5 years.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, step 3 · Checked 2026-09-30
43. 43
    The historical statistics transitioned are the queue statistics for queues connected to the skills assigned to the agents in the selected part of the organization.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, note under step 3 · Checked 2026-09-30
44. 44
    When a transition finishes without issues the Authenticate view is shown again and the finished transition is listed in the Transitions table.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, text under step 6 · Checked 2026-09-30
45. 45
    The Calabrio help center directs technical support requests to calabrio.com/support-request/.

    Contact Calabrio · Contact Calabrio, technical support request line · Checked 2026-09-30
46. 46
    Users who do not belong to any team are not transitioned.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, note under step 1 · Checked 2026-09-30
47. 47
    After Save is clicked the teams are transitioned first, and when that is done the transition of the queue statistics continues in the background.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Procedures > Select what to transition, text under step 6 · Checked 2026-09-30
48. 48
    The transition tool for Classic WFM customers was announced in the Calabrio ONE cloud release of May 12 2022, v. 669.135.

    May (Calabrio ONE cloud release notes 2022) · May 12, v. 669.135 > Product features and enhancements > WFM > Transition tool for Classic Calabrio WFM customers · Checked 2026-09-30
49. 49
    The transition-data help page describes the transition tool as transitioning agents and queue statistics from a Classic WFM installation to a new WFM installation.

    Transition data from Classic Calabrio WFM to the new Calabrio WFM · Introduction, first paragraph · Checked 2026-09-30
50. 50
    The same transition procedure is published for Cisco Webex WFO on wfohelp.com under Cisco product names, so the Calabrio-documented behaviour in this packet probably applies to the Classic to New WFM transition in Webex WFO.inferred

    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) · Whole page; same path as the Calabrio help article · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Failure and rollback behaviour of the Classic to New WFM transition. WarmTransfer. https://warmtransfer.net/knowledge/wfo-transition-failure-modes

@misc{warmtransfer-wfo-transition-failure-modes,
  title  = {Failure and rollback behaviour of the Classic to New WFM transition},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wfo-transition-failure-modes},
  note   = {Verified 2026-09-30}
}