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Collaboration, Voice & AV · Intermediate

Workforce Optimization (WFO)

A suite of contact center tools for workforce management, quality management, call recording and performance analytics.

Definition

WFO includes forecasting and scheduling (WFM), recording and evaluation of interactions (QM), speech and text analytics and gamification. It helps balance service level against staffing costs and improves agent performance. Cisco offers WFO through Webex Contact Center and partner integrations with UCCX and UCCE.

Example

WFM forecasts Monday's call volume and schedules 40 agents to meet service level.

Exam tip

Recording and quality evaluation fall under WFO, not ACD.

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