McDewey

C H A P T E R 6 Webex Workforce Optimization • New Features, on page 23 • Updated Features, on page 30 • Deprecated Features, on page 31 • Removed and Unsupported Features, on page 31 New Features Plans Plans is now available in Webex WFO. This intelligent, web-based scheduling tool is designed to streamline future workforce planning. It introduces dynamic planning groups, configurable periods, and built-in validation checks, all aimed at minimizing errors and reducing manual effort. With one-step scheduling and day-off optimization, planners benefit from faster and more consistent results. Planners stay in control using publishing tools, change tracking, and seamless interoperability with the WFM Client, enabling smarter, scalable, and future ready schedule creation. Key Benefits: • Faster scheduling with automated day-off optimization • Improved accuracy through pre-scheduling validations • Structured planning periods for consistent scheduling cycles • Dynamic agent grouping that adapts to staffing changes • Real-time control and visibility over publishing For more information, see https://www.wfohelp.com/doc/Content/user-guides/plans/plans.htm. Advanced Sentiment Webex WFO has rolled out Advanced Sentiment, offering deeper and more focused insights into customer interactions. Powered by Generative AI, this feature improves understanding of the full context of the entire conversation, bringing greater clarity, stronger coaching potential, and more effective quality monitoring. It helps contact center teams make faster and smarter decisions. Release Notes for Cisco Unified Contact Center Express Solution, Release 12.5(1) SU3 23