/mcp• Ensures seamless communication between agents and supervisors For more information, see the following topics: • Notification Settings • Display User Info • Manage Basic User Info • Configure Organization Hierarchy Introducing Sessions for Streamlined Scheduling and Enhanced Agent Management Sessions is now live, streamlining the scheduling and management of agent activities beyond traditional shift planning. It allows managers to efficiently allocate time for training and other unscheduled tasks across a group of agents. With features like automated, evenly distributed activities and drag-and-drop scheduling, Sessions reduces administrative effort and enhances flexibility. Benefits of the Sessions feature: • Provides clear visibility into agent allocation and performance for data-driven decision-making. • Boosts operational efficiency. • Supports agent development and engagement. • Helps contact center teams stay organized and balanced. • Keeps teams focused on continuous improvement. • Aligns with broader business objectives. For more information, see Manage Session. Global Language Support for Phrase Categories Webex Workforce Optimization (Webex WFO) now offers improved multilingual support, simplifying the management of mixed-language conversations while maintaining accuracy across various contexts. Users can now utilize the same category name in multiple languages. Key Updates: • Accurate representation of multilingual contexts, including mixed-language conversations. • Effective handling of consistent terms, such as brand names, that remain unchanged across languages. • Enhanced flexibility in categorizing the same word or phrase across different languages. • These enhancements make Webex WFO even more attuned to customer needs, providing a smoother and more user-friendly experience. For more information, see the following topics: • Create and manage phrases and phrase categories Release Notes for Cisco Unified Contact Center Express Solution, Release 12.5(1) SU3 29 Webex Workforce Optimization Introducing Sessions for Streamlined Scheduling and Enhanced Agent Management