/mcp• Manages agent under-utilization • Controls regulatory violations • Optimizes staffing based on time-based demand patterns • Ensures that the required number of agents with necessary skills are scheduled for both peak and off-peak times • Improves service levels while reducing costs • Enhances resource allocation and scalability for long-term workforce planning For more information, see Periodization. New Transcription Engine Now Live We are excited to announce the rollout of the New Transcription Engine for Webex WFO customers, offerring significant improvements in accuracy, speed, and scalability. This cloud-based solution is designed to provide faster turnaround times and more consistent transcription quality across supported languages. What to Expect: • Experience up to 20% increase in accuracy for US English, along with significant improvements across other supported languages. • Transcriptions are now delivered more quickly, enabling faster access to insights and accelerating workflows. • Seamless Transition. • Historical transcription data remains unchanged. • All new and ongoing transcriptions automatically benefit from the upgraded engine. • Built on a cloud-native architecture to support rapid processing and scalable deployment. • Designed with data localization and compliance in mind to meet business and regulatory requirements. Why It Matters: • Delivers more accurate and actionable transcriptions for QA, compliance, and insights. • Enhances business intelligence through improved text analytics, sentiment tracking, and searchable conversation data. • Drives operational efficiency with faster access to conversation transcripts, enabling quicker follow-up and coaching. Support for 15+ global languages, including English, Spanish, French Canadian, German, Arabic, and more. Insights Insights is a modern, fully featured BI solution with a range of features and improvements designed to significantly enhance your data access and visibility within Webex WFO. Release Notes for Cisco Unified Contact Center Express Solution, Release 12.5(1) SU3 27 Webex Workforce Optimization New Transcription Engine Now Live