/mcpFor a detailed breakdown of full capabilities, see Advanced Sentiment on Webex WFO. New WFM Datasets and Dashboards Available in Insights Webex WFO has introduced new resources in Insights to provide Classic WFM cloud customers with deeper scheduling and performance insights. The "WFM (Classic)" folder now includes 7 new datasets and 5 new dashboards. The following new datasets are added for WFM: • WFM Agent Schedule and Statistics: Combine planned schedules with actual agent activity for easy comparison. • Forecast Workload and Queue Stats: Supports recreating Data Explorer Forecast dashboards and custom versions. The following new dataset is added for Quality Management and Conversation Intelligence: • Contacts with Phrases and Evaluations: Analyze interaction data alongside evaluations, phrase hits, and Trending Topics. We have released 13 new datasets supporting the WFM Group Pages feature in Insights. These mirror existing WFM datasets and use the same names with a “(Group Pages)” suffix. For example: • Original dataset: Agent Schedule Adherence • New dataset: Agent Schedule Adherence (Group Pages) Use these Group Pages datasets only if your dashboard requires Group Pages data. To prevent over-counting, make sure to use the WFM Group Page field as a grouping or filter in each visual. Note You can find the new fields in the Organization folder within each dataset. https://wfohelp.com/doc/Content/user-guides/insights-bi/get-started/how-insights-works.htm?tocpath=Data%20Analysts%7CInsights%7C_____1 Contact Queue Enhancements Webex WFO now includes powerful enhancements to the Contact Queue, making it easier to create, manage, and track Contact Goals across teams and evaluators. These updates make it easier to manage goals, target on the right conversations, and improve the experience for both Assignors and Assignees. Evaluators can now see more of their queues at once, track progress in real time, and complete evaluations more easily. Key Benefits: • Create more precise Contact Goals with flexible team or agent targeting. • Use advanced logic to surface the most relevant conversations for evaluation. • View multiple queued contacts at once for better planning and prioritization. Release Notes for Cisco Unified Contact Center Express Solution, Release 12.5(1) SU3 24 Webex Workforce Optimization New WFM Datasets and Dashboards Available in Insights