/mcpFor a detailed breakdown of full capabilities, see, Enterprise Analytics on Webex WFO. For additional information, see the following topics: • https://wfohelp.com/doc/Content/user-guides/analytics/navigating-autoQM.htm • https://wfohelp.com/doc/Content/user-guides/analytics/understanding-AutoQM-evaluation.htm • https://wfohelp.com/doc/Content/user-guides/analytics/trending-topics.htm • https://wfohelp.com/doc/Content/user-guides/media-player/data-insights-panel.htm • https://wfohelp.com/doc/Content/user-guides/analytics/interaction-summary.htm You can place an order using the relevant SKUs (Basic WFM and Basic QM) and provide provisioning information for services. Note For ordering details, see the Cisco Webex Contact Center Ordering Guide and Cisco Collaboration Flex Plan Contact Center Ordering Guide at the https://www.cisco.com/c/en/us/partners/tools/collaboration-ordering-guides.html. Activity Requests Activity Requests is now available in Webex WFO, improving Agent Self-Scheduling by enabling agents to request time for non-scheduled activities like training, administrative tasks, and development opportunities directly within their assigned schedules. Automation plays a crucial role in the process. When an agent adds an activity, the system handles the request according to the following predefined rules: • The system instantly approves activities classified as auto-approved. • Activities requiring manual approval stay pending until reviewed and approved by a team lead. • Staffing-dependent activities are automatically approved or denied based on real-time staffing levels. Key benefits: • Minimize manual work through automated approval workflows • Align scheduling decisions with staffing requirements and business objectives • Balance oversight and flexibility while enabling a more agile and self-directed workforce For more information, see Configure activity request settings in WFM. Periodization of Agent's Work Hours Periodization is now available in Webex WFO, enabling contact centers to balance an agent’s working hours over extended periods, such as a quarter or year, to align with contractual targets. Benefits of Periodization: • Improves work-hour flexibility • Prevents agent overtime costs Release Notes for Cisco Unified Contact Center Express Solution, Release 12.5(1) SU3 26 Webex Workforce Optimization Activity Requests