Cisco Webex Workforce Optimization User guide

Cisco Webex WFO User Guide for Cloud Deployments

First Published: July 10, 2020

Last Updated: May 17, 2021

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Contents

Contents 3

Configure Webex WFO 11

Configure the tenant 11

Configure an ACD 11

Configure global settings 66

Synchronize with the ACD 70

Configure an authentication method 73

Repurpose an Avaya ACD ID 88

Configure the password policy 89

Restrict access to specific IP addresses 91

Configure the Data Server 93

Connect to an Active Directory server 100

Configure storage 112

Configure storage profiles 112

Add external storage locations 118

Configure QM archive settings 121

Configure Quality Management 123

Configure QM global settings 123

Configure QM for recording 124

Add post-call surveys to contacts 150

Configure Workforce Management 154

Configure service queues 155

Configure shrinkage 172

Manage agent schedules 176

Work with historical data 185

Create descriptions for reason codes 194

Customize adherence state mappings 196

Configure system-wide WFM settings 199

Define the WFM retention period 202

Manage activity metadata values 204

Configure Teleopti 208

Configure Analytics 208

Administer and maintain Webex WFO 210

Monitor Data Server status 210

Configure gamification 213

Configure KPIs 218

Audit user and system changes 220

Monitor connections to the Webex WFO server 224

Monitor scheduled bulk contact exports 226

Configure notifications 228

Manage users 243

About licenses 243

Licensing model 243

Licensing, roles, and permissions 243

Multiple-role user examples 244

Create and edit users 245

Create an API user 253

Import and export users 254

Manage multiple users 267

Manage user profiles 267

Merge users 273

Manage hoteling users 277

Manage roles and permissions 277

Defining roles 277

Webex WFO licensing 278

Permissions 279

Manage teams 320

Import and export teams 322

Manage groups 323

Import and export groups 324

Manage views 325

Record and evaluate interactions 329

Record interactions 329

Automate QM workflows 330

Configure Staged Upload 345

Manage what interactions are recorded 353

Export contact metadata 355

Record on demand 356

Security features for recordings 360

View recording reports 361

Find interactions 361

Filter descriptions 363

Customize the columns on the Recordings page 370

Delete or restore a contact 379

Play interactions 380

Listen to an audio interaction 384

Watch the screen capture of an interaction 388

Skip forward and back in a recording 391

View agent actions for an interaction 392

Explore data associated with an interaction 395

Edit custom metadata associated with an interaction 404

Read an email interaction 405

Read a text interaction 405

Read the transcription of an audio recording 405

View phrase analytics for an interaction 415

View the sentiment for an interaction 418

Download interactions on demand 420

Assign and share interactions 420

Access interactions assigned to you 421

Mark interactions for training or HR 422

Tag a contact 423

Create hyperlinks to recordings 424

Export an interaction 424

Export interactions in bulk 425

Evaluate interactions 435

Manage evaluation forms 435

Set goals for evaluators 450

Assign review, evaluations, and calibrations manually 453

Evaluate an interaction 455

Calibrate evaluators 461

Analyze evaluation data 462

View evaluation reports 463

Configure predictions 463

Monitor agents in real time 468

Create a contact 471

Schedule people 474

Create schedules 474

Closed dates and fixed work shifts 475

Scheduling order 475

Service queue priority 475

About the scheduling process 476

About the Planning page 476

About schedule types 479

Create work shifts 496

Manage work conditions 505

Create a distribution 521

Create a forecast 527

Edit distributions and forecasts 551

Manage schedule activities 555

Create a schedule 565

View server requests from WFM users 569

Manage time away 570

Messaging for agents 570

Messaging for request approvers 596

View and edit schedules 621

View your schedule 621

Manage agent schedules 634

Manage today’s schedule 673

Offer voluntary overtime or time off 673

About drawers 680

Optimize breaks and lunches 696

View scheduling reports 700

Make long-term plans 700

Estimate future requirements 701

Manage agent time off 704

Analyze interactions, people, and processes 718

Create Analytics tasks 718

Advice for Analytics tasks 723

Organize Data 725

Create and manage phrases and phrase categories 725

Configure automated desktop actions 730

Set up Smart Desktop event triggers 744

Analyze data 747

Create and manage a data set 749

Create and manage a dashboard 755

Create and manage a widget 757

Filter data on the dashboard 763

Customize your dashboard 764

Monitor agents’ focus and activity 768

Analyze business intelligence data 772

Your homepage dashboard 772

Create your own reports with Data Explorer 773

Understanding reports, charts, and dashboards 773

Create a report 773

Create a dashboard 822

Manage the list of dashboards and reports 838

Filter deleted records 842

Configure enterprise key performance indicators (KPIs) 844

Standard reports 848

Run a standard Webex WFO report 848

QM standard reports 850

Configure Webex WFO

Use these sections in Webex WFO to set up how Webex WFO connects to your ACD and storage, and

how the Webex WFOapplications interact with your workforce.

Configure the tenant

Configuring the tenant involves the following:

nConfigure aspects of the system that apply to all users and applications.

nSynchronize agent, team, and service queue data from your ACD.

nSelect and configure an authentication method to verify the identity of anyone who wants to

connect to Webex WFO.

nConfigure your user-password policy to meet your organization’s security requirements.

nEnhance your tenant’s security by controlling (or “whitelisting”) which IP addresses users are

allowed to access Webex WFO from.

nSet up Data Server features based on a contact center’s geographic location.

nConnect to an active directory (AD) server in your environment for user authentication, sync, or

both.

Configure an ACD

The ACDConfiguration page lets you set up a connection between Webex WFOand one or more ACDs.

Prerequisites

nYou have the Administer ACD Configuration permission (see Manage roles and permissions ).

nThe Data Server service is installed on a server with access to the Webex WFO system before you

test the ACD connection.

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Configure Webex WFO | Configure the tenant

NOTE The installation file for the Data Server service is located on the Downloads page

(see Access Smart Desktop and Webex WFO Data Server installers). If the Data

Server service is not installed when you test the connection, you receive the following error

message: “Error: Please verify gathering service is running.”

Page location

Application Management > Global > System Configuration > ACD Configuration

Procedures

Add an ACD

1. Select a tenant.

2. Click Add. The ACD Details dialog box opens. To configure Twilio or UJET click Configure

Twilio for a Twilio ACD, or click Configure uJet for a UJET ACD.

3. Select the type of ACDfrom the Select ACD drop-down list.

4. Enter the ACD’s name in the Name field.

5. Click OK. The ACDDetails dialog box closes, and configuration options display on the ACD

Configuration page.

6. Configure the ACD by completing the fields. See the links below for ACD-specific instructions.

nConnection settings for Cisco Unified Contact Center Enterprise

nConnection settings for Cisco Unified Contact Center Express

nConnection settings for Cisco Webex Contact Center

nConnection settings for Avaya CM with Contact Center Elite

nConnection settings for Avaya IP Office with ACCS

nConnection settings for Five9

nConnection settings for InContact

nConnection settings for generic ACDs

nConnection settings for Amazon Connect

nConnection settings for Serenova

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Configure Webex WFO | Configure the tenant

nConnection settings for Eventide NexLog

nConnection settings for Twilio Flex

nConnection settings for UJET

7. Click Test Connection to ensure your entries are correct and Webex WFO is connected to the

ACD.

8. When the connection tests successfully, click Save.

Delete or modify an ACD

nTo delete an ACD, select the ACD, click Delete, and click Yes.

nTo modify an ACD, select the ACD, edit the fields as desired, and click Save.

nTo change the name of an ACD, select the ACD, click Edit, change the name in the Name field,

click OK, and click Save.

Connection settings for Cisco Unified Contact Center Enterprise

The following fields appear if the ACDyou select is Cisco Unified Contact Center Enterprise.

NOTE If agents in your Unified CCE ACD are not configured to use a selected skill group as

their default skill group, then they automatically belong to the ACD’s default skill group.

Historical data is not captured for the ACD default skill group but is for specific default skill

groups. As a result, the agents’ time is not correctly attributed to the service queue they support in

Webex WFO. It is recommended that you set a selected ACD skill group that the agent primarily

supports as their default skill group in order to report their productivity correctly. Note that if they

handle calls for other service queues, their time might not be correctly attributed to the appropriate

service queue.

Section Description

Historical Reporting Interval The historical data reporting interval that is configured in your Unified

CCE system.

If your ACD is configured to a 15-minute interval, you must select the

15-minute option to ensure that Webex WFO is compatible with your

ACD and that all data is imported into Webex WFO. If the reporting

intervals do not match, then the historical ACDdata will not be

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Configure Webex WFO | Configure the tenant

Section Description

captured correctly.

ACD Filtering Use an ACDfilter to limit the users who are synced from the ACD. For

example, you might configure a Team Name filter that allows you to

sync users who belong to a team that matches a certain naming pattern.

You can configure multiple ACD filters.

IMPORTANT If you only select the Service Name in the

Prefix Type drop-down list, no teams or agents sync over. Any

teams or agents already synced over are deactivated.

If you change a filter that uses the Service Name in the Prefix

Type drop-down list, all previously synced service queues stay

active, even if they are not captured by the changed filter.

NOTE If you only select the Team Name in the Prefix Type

drop-down list, related service queues still sync over.

If you change a filter that uses the Team Name in the Prefix

Type drop-down list, any agents or teams no longer captured by

the filter are deactivated.

IP Configuration Thisis used to get historical data.

HDS Primary IPAddress or Hostname—The IP address or host name of

the primary historical database server (HDS).

HDS Secondary IPAddress or Hostname— (Optional) The IP address or

host name of the secondary historical database server.

AWDB Primary IP Address or Hostname—The IP address or host name

of the primary Admin Workstation database server (AWDB).

AWDB Secondary IP Address or Hostname— (Optional) The IP address

or host name of the secondary Admin Workstation database server.

Unified CCInstance—The instance name of the Microsoft SQL Server

for the Unified CCE database.

Authentication This is used to get historical data. Select the authentication method the

database login uses:

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Configure Webex WFO | Configure the tenant

Section Description

NT—If you select NT Authentication, the following fields appear:

nUsername

nPassword

nDomain

nPeripheral ID—The ICM peripheral ID for the system.

SQL—If you select SQL Authentication, the following fields appear:

nSQL User—The login name of the Webex WFO SQLuser.

nPassword—The password of the Webex WFO SQLuser.

nPeripheral ID—The ICM peripheral ID for the system.

CTI Servers This is used to get agent real-time data.

Primary CTI IP Address or Hostname—The IP address or host name of

the primary CTI server associated with the system.

Primary CTIPort—The port of the primary CTIserver associated with

the system.

Secondary CTIIP Address or Hostname—The IP address or host name

of the secondary CTI server associated with the system.

Secondary CTIPort—The port of the secondary CTI server associated

with the system.

Departments Enterprise Name—The name of the department or departments by the

enterprise name. An enterprise name represents a tenant in a Cisco

Hosted Collaboration Solution (HCS).

CDR Reconciliation

Configuration

(Read only) CDR (call-detail record) Base—The folder on the Data

Server where the Data Server imports CDR files from the UCCE ACD

and uploads them to Webex WFO.

Webex WFO creates a directory with an ACD-specific subdirectory that

contains the cdrBase and uploadDir directories when the Regional Data

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Configure Webex WFO | Configure the tenant

Section Description

Server Reconciliation Settings feature is enabled on a Data Server and

the UCCE ACD is assigned to that feature. The base directory path that

you enter along with the ACD unique identifier display below the field.

The following subdirectories are created:

nACD-specific directory—This directory is named with a unique

ACDserver IDnumber. Because users can configure multiple

ACD servers to use the same directory, a folder with a unique

identifier is needed to make sure CDR files are uploaded to the

correct ACD. The ACD-specific directory contains the following

directories:

ncdrdir—The Data Server places incoming CDRs from the

Unified CM billing server in this folder.

When configuring the Unified CM Billing Application

Server, you must use the following name for the

Directory Path parameter: /cdr/

nCdrFailures

nuploaddir—The Data Server places reconciled CDR and

Unified CCE data in this folder until the data is

uploaded.

nUploadFailures

NOTE This field is used for Quality Management purposes

only.

Synchronization Interval Interval (Minutes)—The length of the interval at which the ACD is

synchronized with the Data Server. This is how often the Data Server

attemps to synch the user, team, and service queue to Webex WFO.

Capture Settings ACDCapture Delay—Select the amount of time WFM waits before

pulling ACD statistics after an interval ends. The default delay is 15

minutes.

Enable Data Recapture—Select this check box to recapture the entire

previous day. If the agent routinely handles calls that last more than the

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Configure Webex WFO | Configure the tenant

Section Description

maximum default delay, you can opt to recapture the entire previous

day’s data from midnight to midnight. The recaptured data overwrites

what was captured during the day. This ensures that your statistics are

correct and that the data for very long calls is in the correct interval.

Recapture Time—Select the time to recapture the previous day’s data

from the ACD. The default is 03:00.

Connection settings for Cisco Unified Contact Center Express

The following fields appear ifyou select Cisco Unified Contact Center Express as the ACD.

Section Description

ACD Filtering Use an ACDfilter to limit the users who are synced from the ACD. For

example, you might configure a Team Name filter that allows you to

sync users who belong to a team that matches a certain naming pattern.

You can configure multiple ACD filters.

IMPORTANT If you only select the Service Name in the

Prefix Type drop-down list, no teams or agents sync over. Any

teams or agents already synced over are deactivated.

If you change a filter that uses the Service Name in the Prefix

Type drop-down list, all previously synced service queues stay

active, even if they are not captured by the changed filter.

NOTE If you only select the Team Name in the Prefix Type

drop-down list, related service queues still sync over.

If you change a filter that uses the Team Name in the Prefix

Type drop-down list, any agents or teams no longer captured by

the filter are deactivated.

IP Configuration Primary IPAddress or Hostname—The IP address or host name of the

primary Unified CCXserver.

Primary Instance Name—The name of the primary database for the

Unified CCXdatabase instance.

Secondary IPAddress or Hostname—The IP address or host name of the

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Configure Webex WFO | Configure the tenant

Section Description

secondary Unified CCXserver.

Secondary Instance Name—The name of the secondary database for the

Unified CCX database instance.

The primary and secondary instance names are in the following format:

<hostname>_uccx

Where the host name is the name of the Unified CCX database server.

IMPORTANT

You must complete the IP Configuration fields for the

following features:

nWFM—Historical Data Capture and Sync

nQM—Reconciliation and Sync

Authentication Username—The user name of a user with access to the Unified

CCXdatabase.

Password—The password of a user with access to the Unified CCX

database.

Client Locale—The client locale that is configured in Unified CCX.

The locale for USEnglish appears by default in this field. If the client

locale is changed in Unified CCX, then you must also manually change

it here.

Server Locale—The server locale that is configured in Unified CCX.

The locale for USEnglish appears by default in this field. If the server

locale is changed in Unified CCX, then you must also manually change

it here.

IMPORTANT You must complete the Authentication fields

for all QM and WFM features.

CTI Servers Primary CTI IP Address or Hostname—The IP address or host name of

the primary CTI server associated with the system.

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Configure Webex WFO | Configure the tenant

Section Description

Primary CTIPort—The port of the primary CTIserver associated with

the system.

Secondary CTIIP Address or Hostname—The IP address or host name

of the secondary CTI server associated with the system.

Secondary CTIPort—The port of the secondary CTI server associated

with the system.

IMPORTANT You must complete the CTI Servers fields for

WFM Real-Time Adherence.

CDR Reconciliation

Configuration

Webex WFO creates a directory with an ACD-specific subdirectory that

contains the cdrBase and uploadDir directories when the Regional Data

Server Reconciliation Settings feature is enabled on a Data Server, and

the ACD is assigned to that feature. The base directory path that you

enter along with the ACD unique identifier are displayed below the

field.

The ACD-specific directory is named with a unique ACDserver

IDnumber. Because users can configure multiple ACD servers to use

the same directory, a folder with a unique identifier is needed to make

sure CDR files are uploaded to the correct ACD. The ACD-specific

directory contains the cdrBase and the uploadDir directories.

(Read only) CDR Base—The path to the Unified CCX Call

DetailRecord (CDR) directory. The path you specify must be local to

the Data Server. UNCpaths are not supported. For example:

cdrBase

Webex WFO creates a directory with an ACD-specific subdirectory that

contains the cdrBase and uploadDir directories when the Regional Data

Server Reconciliation Settings feature is enabled on a Data Server, and

the Unified CCX ACD is assigned to that feature. This generates the

following path for the base directory:

C:\cdr\<ACD_ID>

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Configure Webex WFO | Configure the tenant

Section Description

CDRDirectory—The path to the Call DetailRecord (CDR) directory.

This is where incoming CDRs from the Unified CM billing service

resides. The path you specify must be local to the Data Server. When

configuring the Unified CM Billing Application Server, you must use

the following name for the Directory Path parameter: /cdr/. UNCpaths

are not supported. For example:

cdrDirectory

Upload Directory—The path to the upload directory. This is where

reconciled CDR and Unified CCE or Unified CCX data resides until

uploaded. The path you specify must be local to the Data Server.

UNCpaths are not supported. For example:

uploadDir

IMPORTANT You must complete the CDR Reconciliation

Configuration fields for QM Reconciliation.

Synchronization Interval Interval (Minutes)—The length of the interval at which the ACD is

synchronized with the Data Server.

Capture Settings ACDCapture Delay—Select the amount of time WFM waits before

pulling ACD statistics after an interval ends. The default delay is 15

minutes.

Enable Data Recapture—Select the check box to recapture data from the

entire previous day. If you routinely handle calls that last more than the

maximum default delay, you can opt to recapture the entire previous

day’s data from midnight to midnight. The recaptured data overwrites

what was captured during the day. This ensures that your statistics are

correct and that the data for very long calls is in the correct interval.

Recapture Time—Select the time to recapture the previous day’s data

from the ACD. The default is set to 03:00.

IMPORTANT You must complete the Capture Settings fields

for WFM Historical Data Capture.

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