Troubleshooting Webex WFO data gaps for Webex Contact Center

See also

Sources

1. 1
   Webex WFO introduced an enhanced WFM adherence connector, integrating with a new Webex webhook, to support Webex CC granular agent states.

   What's new for administrators in Webex Contact Center · entry dated July 22, 2026, 'Webex WFO: WFM - Adherence Connector Enhancement for Granular Agent States' · Checked 2026-10-02
2. 2
   Historical adherence percentage is total time in adherence divided by total work time minus total neutral periods, multiplied by 100.

   About historical adherence · section on calculation · Checked 2026-10-02
3. 3
   The historical adherence percentage is shown when the shift has ended, and covers the full shift even when the shift crosses midnight; ongoing shifts show adherence from shift start until now.

   About historical adherence · page body, display and midnight paragraphs · Checked 2026-10-02
4. 4
   The WFM Agent Queue Statistics report shows raw agent data bound to queue per interval, to validate WFM agent statistics against the ACD platform.

   WFM standard reports · report table, Agent Queue Statistics row · Checked 2026-10-02
5. 5
   If the agent role is removed from a WFO user synced with a contact-center-enabled Webex CC user, the agent role is reassigned at the next sync.

   Connection settings for Cisco Webex Contact Center · section 'Users' · Checked 2026-10-02
6. 6
   An agent's WFM time zone controls how they view shifts and staffing, and rather than editing it after creation the agent should be terminated and recreated with the correct time zone.

   Add or edit WFM agents manually · General tab, Time zone field · Checked 2026-10-02
7. 7
   When recording is down for all users, the documented checks are telephony monitoring status, signalling in the data server logs and free space on the capture servers, with a service restart possibly required if servers do not show as connected.

   Troubleshoot issues with recording · section on recording down for all users · Checked 2026-10-02
8. 8
   The API user for the Webex CC 2.0 connection must be assigned to the Default Team on the Users page.

   Connection settings for Cisco Webex Contact Center 2.0 · settings list, API Username requirements · Checked 2026-10-02
9. 9
   The API user for the Webex CC 2.0 connection must be given full scope by selecting all groups and teams under Associated Groups and Teams.

   Connection settings for Cisco Webex Contact Center 2.0 · settings list, API Username requirements · Checked 2026-10-02
10. 10
    The API user for the Webex CC 2.0 connection must have the Record Screen and Record Voice permissions in its role.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, API Username requirements · Checked 2026-10-02
11. 11
    The Basic WFM offering on Webex WFO for Webex Contact Center includes real-time adherence management alongside forecasting across voice, digital and back-office channels.

    Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Basic WFM feature list · Checked 2026-10-02
12. 12
    The Capture Delay (minutes) field on the Webex CC 2.0 connection sets how long WFM waits before it imports ACD statistics.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, field 'Capture Delay (minutes)' · Checked 2026-10-02
13. 13
    The WFO connection documentation refers to Webex Contact Center as Cisco Customer Journey Platform (CJP), so the connector may be labelled CJP in the WFO platform.

    Connection settings for Cisco Webex Contact Center · page introduction note · Checked 2026-10-02
14. 14
    Contacts must be less than a year old to appear in a user's QM contact queue, even when assigned by an ad-hoc task.

    Access contacts assigned to you (classic page) · page body · Checked 2026-10-02
15. 15
    When a user is deleted in Webex Contact Center, the synced WFO user is deactivated rather than deleted.

    Connection settings for Cisco Webex Contact Center · section 'Users', change-mapping table row 'User is deleted' · Checked 2026-10-02
16. 16
    Entering an email address as the WFM logon immediately triggers an email to the user, so the address should not be entered until the agent is ready to access the system.

    Add or edit WFM agents manually · General tab, Logon field · Checked 2026-10-02
17. 17
    After an agent's first contact, the agent's external logon only appears in WFM after waiting overnight.

    Manage users in WFM and QM/Analytics · section on adding users to WFM, external logon note · Checked 2026-10-02
18. 18
    WFM external logons, which connect ACD statistics to agents, are populated automatically from the external system every night.

    Manage users in WFM and QM/Analytics · section on adding users to WFM, external logon note · Checked 2026-10-02
19. 19
    Webex CC granular agent states are scheduled to roll out to all Webex CC customers on October 29, 2026.

    What's new for administrators in Webex Contact Center · entry dated July 22, 2026 · Checked 2026-10-02
20. 20
    From April 30, 2026 the tenant-level admin toggle for granular agent state control is available in Control Hub for six months, until October 29, 2026, after which granular state control goes to general availability for all agents.

    Understand agent states · section 'Manage channel-specific availability' · Checked 2026-10-02
21. 21
    Historical data from Webex Contact Center may not be available to the WFO platform for up to 120 minutes after an interval ends.

    Connection settings for Cisco Webex Contact Center · section 'Capture Settings' · Checked 2026-10-02
22. 22
    For a new installation, WFM documentation directs importing historical queue data to base a forecast on.

    Create a workload · steps, queue selection · Checked 2026-10-02
23. 23
    The Webex WFO and Webex Contact Center Integration Guide with New WFM listed on Cisco's Webex WFO support page is dated 20 January 2022.

    Webex Workforce Optimization - Support · Install and Upgrade / integration guides listing row · Checked 2026-10-02
24. 24
    The Webex CC agent states article instructs tenants to keep the granular agent state admin toggle off in Control Hub to continue using Webex WFO.

    Understand agent states · section 'Manage channel-specific availability' · Checked 2026-10-02
25. 25
    An agent missing from Webex WFO is most likely explained, in order, by User Sync being disabled, the next sync interval not having elapsed, the agent being Not Active in Webex CC, or the agent existing in QM but not created in WFM, since these are the documented sync gates.inferred

    Connection settings for Cisco Webex Contact Center · section 'Users', read with 2.0 page fields 'User Sync' and 'Synchronization Interval' and manage-users page introduction · Checked 2026-10-02
26. 26
    A new Webex CC idle code is likely to land in the WFM default state group until an administrator moves it, producing wrong adherence for agents using that code.inferred

    Group adherence states · page body, paragraph on new states · Checked 2026-10-02
27. 27
    New states that arrive from the ACD and have not been configured are added to the default state group and must be moved manually.

    Group adherence states · page body, paragraph on new states · Checked 2026-10-02
28. 28
    There is no automatic user sync between the WFM application and the QM/Analytics application; users are managed in each.

    Manage users in WFM and QM/Analytics · page introduction · Checked 2026-10-02
29. 29
    Users with a Not Active status in Webex Contact Center are not imported into the WFO platform unless they are restored.

    Connection settings for Cisco Webex Contact Center · section 'Users' · Checked 2026-10-02
30. 30
    The Authorization URL setting lets the system re-establish OAuth authentication after a token refresh failure for a maximum of sixty days.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, field 'Authorization URL' · Checked 2026-10-02
31. 31
    The Authorization URL setting on an existing Webex CC 2.0 connection addresses OAuth token refresh failures caused by changing the administrator email, deactivating the account in Active Directory, password changes or switching domains.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, field 'Authorization URL' (existing ACD only) · Checked 2026-10-02
32. 32
    For a skill time zone whose UTC offset is not a full hour, the interval length must allow alignment to full hours: 15 or 30 minutes for UTC+5:30 and 15 minutes for UTC+5:45.

    Create a skill · field description, Interval length · Checked 2026-10-02
33. 33
    States that arrive before or after the scheduled shift do not affect the historical adherence score.

    About historical adherence · page body · Checked 2026-10-02
34. 34
    Because the toggle window ends on October 29, 2026 and granular state control then reaches all agents, Webex WFO tenants that relied on keeping the toggle off will need state groupings reconfigured on the new adherence connector to avoid RTA interruption.inferred

    What's new for administrators in Webex Contact Center · entry dated July 22, 2026, read with nvg4gu6 section 'Manage channel-specific availability' · Checked 2026-10-02
35. 35
    The queue data import file must be UTF-8 CSV or TXT without column headers, sorted chronologically by date and time, with all fields present in order and 0 entered for missing values.

    Queue data file format · file rules list · Checked 2026-10-02
36. 36
    The WFM queue data import file supports interval lengths of 15, 30 and 60 minutes.

    Queue data file format · field table, interval length · Checked 2026-10-02
37. 37
    The WFM Queue Statistics report shows raw queue data per interval and is intended to validate WFM queue statistics against the ACD platform.

    WFM standard reports · report table, Queue Statistics row · Checked 2026-10-02
38. 38
    The WFO connection syncs Webex CC Queues and Outdial Queues as service queues.

    Connection settings for Cisco Webex Contact Center · section 'Service Queues' · Checked 2026-10-02
39. 39
    Automated Contact Reconciliation compares contact records between Webex Contact Center and Webex WFO to identify missing or incomplete recordings and initiates recovery.

    About Automated Contact Reconciliation · page body, first paragraph · Checked 2026-10-02
40. 40
    Automated Contact Reconciliation runs as a daily process that scans contact record data from the past twenty-five hours.

    About Automated Contact Reconciliation · page body · Checked 2026-10-02
41. 41
    Automated Contact Reconciliation is disabled by default and is activated by request through the Cisco Customer Success Manager or support contact.

    About Automated Contact Reconciliation · section on enabling · Checked 2026-10-02
42. 42
    A manual contact recovery request can only target recordings no more than 36 months old.

    Schedule contact recovery requests · prerequisites list · Checked 2026-10-02
43. 43
    Recovery requests cannot be scheduled for future dates, and require the integrated platform to be running with the underlying cause of the missing recordings resolved.

    Schedule contact recovery requests · prerequisites and limitations lists · Checked 2026-10-02
44. 44
    Each user can have up to five pending manual contact recovery requests.

    Schedule contact recovery requests · limitations list · Checked 2026-10-02
45. 45
    The contact recovery request page is available only to cloud users who are tenant administrators.

    Schedule contact recovery requests · prerequisites list · Checked 2026-10-02
46. 46
    Once granular agent states are enabled, existing WFO state grouping configurations no longer align with the new multi-channel agent states, and RTA reporting is interrupted unless state groupings were reconfigured using the new adherence connector.

    What's new for administrators in Webex Contact Center · entry dated July 22, 2026 · Checked 2026-10-02
47. 47
    The Username on the Webex CC 2.0 connection should be a service-type account that is never changed, because changing the account can cause duplicate users and teams.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, field 'Username' · Checked 2026-10-02
48. 48
    For a single user not recording, the documented checks are user permissions, assignment to a phone, membership of a team configured for recording in a workflow, recording inclusion or exclusion lists, and phone configuration on the telephony side.

    Troubleshoot issues with recording · section on a single user not recording · Checked 2026-10-02
49. 49
    When creating a WFM skill, the time zone is usually set to where the workload is, or to where the resource planners are if the workload covers several time zones.

    Create a skill · field description, Time zone · Checked 2026-10-02
50. 50
    Changes to adherence state group settings can take up to 20 minutes to take effect.

    Group adherence states · page body, note · Checked 2026-10-02
51. 51
    WFM adherence overviews and reports always use state groups, never the individual ACD states.

    Group adherence states · page body, paragraph on state groups · Checked 2026-10-02
52. 52
    WFM queue and agent statistics and ready-time adherence data are updated periodically during the day, usually every 15 or 30 minutes.

    WFM standard reports · data update frequency note · Checked 2026-10-02
53. 53
    The Synchronization Interval (Minutes) field on the Webex CC 2.0 connection sets how often users, teams and service queues are synchronized with their Webex Contact Center equivalents.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, field 'Synchronization Interval (Minutes)' · Checked 2026-10-02
54. 54
    The WFO connection does not preserve the relationship between Webex CC users and Webex CC teams, so users must be reassigned to teams manually in the WFO platform.

    Connection settings for Cisco Webex Contact Center · section 'Teams' · Checked 2026-10-02
55. 55
    The WFO connection syncs Webex CC teams of any type, Capacity Based or Agent Based, as long as they are active.

    Connection settings for Cisco Webex Contact Center · section 'Teams' · Checked 2026-10-02
56. 56
    The Webex Contact Center 2.0 ACD connection has a User Sync setting that enables synchronization of user data into the WFO platform from Webex Contact Center.

    Connection settings for Cisco Webex Contact Center 2.0 · settings list, field 'User Sync' · Checked 2026-10-02
57. 57
    The WFO Help Center pages that name Calabrio ONE are the operative documentation for Webex WFO connected to Webex Contact Center, since the same site documents Webex WFO features such as Automated Contact Reconciliation for Webex CC.inferred

    About Automated Contact Reconciliation · page body naming Webex WFO and Webex Contact Center · Checked 2026-10-02
58. 58
    Creating a WFM workload requires queue data, either through access to queues via an integration or a queue data file to import.

    Create a workload · prerequisites · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Webex WFO data gaps for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-wfo-troubleshooting

@misc{warmtransfer-wxcc-wfo-troubleshooting,
  title  = {Troubleshooting Webex WFO data gaps for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-wfo-troubleshooting},
  note   = {Verified 2026-10-02}
}