Webex WFO role based operational documentation on wfohelp.com

See also

Sources

1. 1
   The Administrators guide describes administrators as configuring and maintaining the system and contact center infrastructure.

   Administrators · description under page title · Checked 2026-09-30
2. 2
   The Administrators guide has eight sections after its introduction: Calabrio ONE basics, User management, QM and Analytics, WFM, Performance Management, Insights, Bot Analytics, and Technical administration.

   Administrators · section headings 2 through 9 · Checked 2026-09-30
3. 3
   The Administrators role guide on wfohelp.com is served from the slug roles-business-admin.htm, not roles-administrator.htm.

   Help Center (WFO Help Center landing page) · landing page, Administrators tile link target · Checked 2026-09-30
4. 4
   The Administrators guide's Technical administration section covers authentication (SAML and IAM), password policies, network access restrictions, API access tokens, Active Directory synchronisation, Data Server configuration, telephony groups and ACD connections.

   Administrators · section Technical administration · Checked 2026-09-30
5. 5
   The Administrators guide's User management section covers licensing, roles and permissions, creating and editing users, bulk import and export, merging users, teams and groups, and WFM-specific operations such as importing employees and terminating employment.

   Administrators · section User management · Checked 2026-09-30
6. 6
   Managing roles on that page requires the Administer Roles permission.

   Manage roles and permissions for QM, Analytics, Insights, and Performance Management · prerequisites · Checked 2026-09-30
7. 7
   The wfohelp.com landing page describes agents as people who interact with customers or process back office work related to those interactions.

   Help Center (WFO Help Center landing page) · Agents tile description · Checked 2026-09-30
8. 8
   The Agents guide's MyTime quick start covers viewing schedules, adjusting lunch and breaks, requesting time off, trading shifts, requesting overtime, messaging supervisors, viewing statistics and downloading the app.

   Agents · section MyTime quick start guide · Checked 2026-09-30
9. 9
   The Agents guide's QM quick start covers playing contacts, reviewing quality evaluations, accessing contacts assigned by a supervisor and customising the Interactions page.

   Agents · section QM quick start guide · Checked 2026-09-30
10. 10
    The Agents guide is organised into sections for Calabrio ONE basics, a MyTime quick start guide, a QM quick start guide, viewing schedules, changing schedules, requesting time off or extra hours, giving input on how and when to work, messages and settings, finding and playing contacts, recording calls manually, and viewing reports.

    Agents · section headings, top to bottom · Checked 2026-09-30
11. 11
    The Forecasters guide ends with a section titled Use Azure Virtual Desktop to access WFM, covering access guidelines, password management, shortcuts, file export and troubleshooting.

    Forecasters · section Use Azure Virtual Desktop to access WFM · Checked 2026-09-30
12. 12
    The Basic offering feature page lists for Basic QM: call recording and playback (audio and screen), evaluation form creation and management, contact search, filtering and export, contact deletion with retention controls, and ACD user sync.

    Basic QM and WFM Available Features · Basic QM feature list · Checked 2026-09-30
13. 13
    Basic QM has three default license types: QM Core Agent (a data license assigned to agents), QM Core Supervisor (an access license assigned to supervisors and administrators) and QM Core Administrator (an administrative license assigned to supervisors and administrators).

    How licenses work for Basic QM · section Basic QM licenses · Checked 2026-09-30
14. 14
    WFM connectors for user sync, historical data sync and real-time data sync are not supported in Basic WFM.

    Basic QM and WFM Available Features · Basic WFM limitation note · Checked 2026-09-30
15. 15
    The Basic offering feature page lists for Basic WFM: the MyTime app and agent schedule access, forecasting and multi-skill scheduling, long-term staff budgeting, schedule editing, reporting and intraday management, real-time adherence, schedule-change notifications, meeting planning and gamification.

    Basic QM and WFM Available Features · Basic WFM feature list · Checked 2026-09-30
16. 16
    Basic WFM has three core license types: WFM Core Agent, WFM Core Supervisor and WFM Core Administrator.

    How licenses work for Basic WFM · section Basic WFM licenses · Checked 2026-09-30
17. 17
    The role guides on wfohelp.com open with a section titled Calabrio ONE basics rather than a Webex WFO-named section.

    Agents · section heading Calabrio ONE basics · Checked 2026-09-30
18. 18
    The help.calabrio.com landing page carries the HTML title Calabrio Help Center and a copyright line naming Calabrio, Inc.

    Calabrio Help Center · HTML title; page footer · Checked 2026-09-30
19. 19
    The wfohelp.com role guides are Calabrio ONE help content republished on a separate host for Webex WFO customers, rather than documentation authored separately by Cisco.inferred

    Administrators · section heading Calabrio ONE basics; product names throughout · Checked 2026-09-30
20. 20
    The help.calabrio.com landing page presents the same nine tiles (What's New plus eight roles) with the same file names under /doc/Content/web/ as wfohelp.com.

    Calabrio Help Center · landing page tile grid and link targets · Checked 2026-09-30
21. 21
    Cisco's help.webex.com article on Basic WFM and QM offerings sends readers to three wfohelp.com pages under /doc/Content/cisco-basic/use/ for available features, Basic WFM licenses and Basic QM licenses.

    Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · For more information, see: link list · Checked 2026-09-30
22. 22
    Cisco's help.webex.com article on Webex WFO Performance Management links to four wfohelp.com pages under /doc/Content/user-guides/performance-management/: home, kpi-dashboard, settings and coaching.

    Webex WFO: Performance Management (Webex Contact Center) · outbound links in article body · Checked 2026-09-30
23. 23
    The wfohelp.com landing page describes data analysts as helping process and report on contact center data.

    Help Center (WFO Help Center landing page) · Data Analysts tile description · Checked 2026-09-30
24. 24
    The Data Analysts guide is organised around QM and WFM standard reports, Insights, Analytics, and WFM Performance Manager, after the shared Calabrio ONE basics section.

    Data Analysts · section headings, top to bottom · Checked 2026-09-30
25. 25
    The roles and permissions page for QM, Analytics, Insights and Performance Management names three default roles: administrator, agent and supervisor.

    Manage roles and permissions for QM, Analytics, Insights, and Performance Management · overview paragraph on default roles · Checked 2026-09-30
26. 26
    The three default roles cannot be deleted, but they can be renamed and their optional permissions can be changed.

    Manage roles and permissions for QM, Analytics, Insights, and Performance Management · overview paragraph on default roles; Procedures, delete a role · Checked 2026-09-30
27. 27
    The wfohelp.com landing page presents eight role tiles: Agents, Team Leaders, Forecasters, Schedulers, Intraday Analysts, Evaluators, Data Analysts and Administrators.

    Help Center (WFO Help Center landing page) · landing page tile grid, tiles 2 through 9 · Checked 2026-09-30
28. 28
    A feature appearing in a wfohelp.com role guide does not by itself show that the feature is available in a given Webex WFO tenant, because the guides describe the full Calabrio ONE range while Basic tenants have a narrower published feature list.inferred

    Basic QM and WFM Available Features · Basic QM and Basic WFM feature lists, compared with role guide section lists · Checked 2026-09-30
29. 29
    The Evaluators guide's Manage Auto QM section covers configuring AI evaluation forms, monitoring automated scores and understanding evaluation criteria.

    Evaluators · section Manage Auto QM · Checked 2026-09-30
30. 30
    The Evaluators guide's Assign evaluations section covers automating the assignment of evaluations and calibrations, manually assigning review tasks, and calibrating evaluators.

    Evaluators · section Assign evaluations · Checked 2026-09-30
31. 31
    The Evaluators guide describes evaluators as assessing contacts by agents with customers, and says they might also write evaluation questions or ensure consistency among other evaluators.

    Evaluators · description under page title · Checked 2026-09-30
32. 32
    The Evaluators guide is organised into sections for Calabrio ONE basics, a quick start guide, evaluating contacts, assigning and sharing contacts, assigning evaluations, creating evaluation forms, managing Auto QM, managing gamification, accessing standard reports, and Bot Analytics.

    Evaluators · section headings, top to bottom · Checked 2026-09-30
33. 33
    Inner pages on wfohelp.com print the footer © 2023, 2024, 2025, 2026 | All rights reserved. without naming a rights holder.

    Team Leaders · page footer · Checked 2026-09-30
34. 34
    The Forecasters guide includes a section on creating a long-term staffing budget, covering budget group creation and staffing budget development.

    Forecasters · section Create a long-term staffing budget · Checked 2026-09-30
35. 35
    The Forecasters guide describes forecasters as estimating contact volumes and staffing needs using historical data.

    Forecasters · subtitle under page title · Checked 2026-09-30
36. 36
    The Forecasters guide has a Quick reference guides section with two guides: one for initial forecasting setup and one for a five-step ongoing forecasting workflow.

    Forecasters · section Quick reference guides · Checked 2026-09-30
37. 37
    The Forecasters guide orders its task sections as Prepare to forecast, Clean and normalize data, Estimate contacts and define patterns, Finalize forecast, then Import and export forecasts.

    Forecasters · section headings after Quick reference guides · Checked 2026-09-30
38. 38
    The wfohelp.com landing page describes intraday analysts as monitoring and adjusting schedules in real time.

    Help Center (WFO Help Center landing page) · Intraday Analysts tile description · Checked 2026-09-30
39. 39
    The Intraday Analysts guide's Monitor volume and staffing section covers reviewing intraday data, comparing forecasted with actual volumes, monitoring skill performance, assessing staffing levels, reviewing data by interval, messaging agents and creating skill groups.

    Intraday Analysts · section Monitor volume and staffing · Checked 2026-09-30
40. 40
    The Intraday Analysts guide is organised into five sections: Calabrio ONE basics, WFM quick start guide, Monitor volume and staffing, Monitor adherence, and Access standard reports.

    Intraday Analysts · section headings, top to bottom · Checked 2026-09-30
41. 41
    The Monitor agents in real time page explains that an End event can be missing from the monitoring report when the monitor closes the window without clicking Disconnect.

    Monitor agents in real time · section Why is an End event for a monitoring session missing from my monitoring report? · Checked 2026-09-30
42. 42
    The Monitor agents in real time page states that only one agent can be monitored at a time.

    Monitor agents in real time · section Procedures, note on monitoring sessions · Checked 2026-09-30
43. 43
    The Monitor agents in real time page lists as prerequisites a QM license or a Call Recording or WFM license with Monitoring, the Agent Monitoring permission, Live Screen Monitoring and Live Audio Monitoring permissions, and scope over the monitored agents.

    Monitor agents in real time · section Prerequisites · Checked 2026-09-30
44. 44
    The Monitor agents in real time page ties live audio monitoring to desktop or server recording and says it is not available with gateway recording or with certain CCaaS recording integrations.

    Monitor agents in real time · section Prerequisites; limitations notes · Checked 2026-09-30
45. 45
    The role guide pages on wfohelp.com returned no publication date, last-updated date or product version number.

    Agents · whole page; only the footer copyright years were returned · Checked 2026-09-30
46. 46
    The Data Analysts guide presents WFM Performance Manager as an on-premises workforce management reporting tool for building custom reports.

    Data Analysts · section WFM Performance Manager · Checked 2026-09-30
47. 47
    Each role guide on wfohelp.com is a single page under /doc/Content/web/ named roles-agent.htm, roles-team-leader.htm, roles-forecaster.htm, roles-scheduler.htm, roles-intraday-analyst.htm, roles-evaluator.htm, roles-data-analyst.htm or roles-business-admin.htm.

    Help Center (WFO Help Center landing page) · landing page tile link targets · Checked 2026-09-30
48. 48
    The roles and permissions page is scoped by its title to QM, Analytics, Insights and Performance Management; WFM is not named in the title.

    Manage roles and permissions for QM, Analytics, Insights, and Performance Management · page title · Checked 2026-09-30
49. 49
    The roles and permissions page documents five procedures: create a role, rename a role, delete a role, associate a license with a role, and edit a role's permissions.

    Manage roles and permissions for QM, Analytics, Insights, and Performance Management · section Procedures · Checked 2026-09-30
50. 50
    The eight role guides are documentation audiences and do not correspond one-to-one with product roles; the product's default roles for QM, Analytics, Insights and Performance Management number three.inferred

    Manage roles and permissions for QM, Analytics, Insights, and Performance Management · overview paragraph on default roles, compared with the landing page tile list · Checked 2026-09-30
51. 51
    The Schedulers guide describes schedulers as building and optimizing the contact center schedules.

    Schedulers · subtitle under page title · Checked 2026-09-30
52. 52
    The Schedulers guide orders its first task sections as Schedule fixed-contract agents, Optimize schedule, Analyze schedule result, then Publish schedules.

    Schedulers · section headings after Quick reference guides · Checked 2026-09-30
53. 53
    Beyond the core scheduling flow, the Schedulers guide has sections on agent influence over schedules, managing time off, manual schedule changes, planning meetings, scheduling extra hours, scheduling hourly employees, adding agents from external suppliers, shift bidding, tips and tricks, import and export, and handling scheduling issues.

    Schedulers · section headings from Let agents influence their schedule through Handle scheduling issues · Checked 2026-09-30
54. 54
    The Team Leaders guide describes team leaders as supervising agents' day-to-day work.

    Team Leaders · subtitle under page title · Checked 2026-09-30
55. 55
    The Team Leaders guide's Manage agent requests section covers absence requests, overtime requests, shift trades, activity requests and allowance reviews.

    Team Leaders · section Manage agent requests · Checked 2026-09-30
56. 56
    The Team Leaders guide is organised into sections for Calabrio ONE basics, a WFM quick start guide, viewing and managing agent schedules, monitoring agent activity, monitoring adherence, managing agent requests, finding and playing contacts, assigning and sharing contacts, reporting on team performance, and Insights.

    Team Leaders · section headings, top to bottom · Checked 2026-09-30
57. 57
    The Contact us link on the wfohelp.com What's new page points to a technical-support page on help.calabrio.com.

    What's new · Contact us link · Checked 2026-09-30
58. 58
    The What's new page on wfohelp.com is an index of monthly release-note pages grouped under year headings from 2021 through 2026.

    What's new · year headings 2026 through 2021 · Checked 2026-09-30
59. 59
    The What's new page states that its release notes do not contain content for Classic WFM and points to separate Classic WFM release notes.

    What's new · note near top of page; Classic WFM Release Notes link · Checked 2026-09-30
60. 60
    The wfohelp.com landing page carries a What's New tile ahead of the role tiles, linking to /doc/Content/web/whats-new.htm.

    Help Center (WFO Help Center landing page) · landing page tile grid, first tile · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Webex WFO role based operational documentation on wfohelp.com. WarmTransfer. https://warmtransfer.net/knowledge/wfohelp-role-documentation

@misc{warmtransfer-wfohelp-role-documentation,
  title  = {Webex WFO role based operational documentation on wfohelp.com},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wfohelp-role-documentation},
  note   = {Verified 2026-09-30}
}