# T9-R01 Workforce and quality, in plain words

Opened 2026-10.

1. Workforce management (Wikipedia), opened 2026-10. WFM is an institutional process that aims to optimize productivity, competency, and engagement. The page says it typically includes human resource management, performance and training, budgeting, forecasting, and scheduling, and that it generally relies on software rather than only a spreadsheet.
2. Call centre (Wikipedia), opened 2026-10. The page describes a call centre as an office dealing with a large volume of enquiries by telephone.
3. Basic WFM and QM Offerings on Webex WFO, help.webex article nmzg380, header August 13, 2025. Basic WFM and Basic QM. Forecasting across voice, digital, and back-office. MyTime, shift bidding, multi-skill scheduling, intraday, real-time adherence, and the QM table that compares Basic QM with existing QM.
18. Webex Contact Center Architecture, help.webex article utqcm7, header September 03, 2026. The contents list Workforce Optimization among the functional areas.

## Sources and go deeper

Checked links were opened this month. A confirm row has no address because that page was not opened.

- Wikipedia: [Workforce management (Wikipedia)](https://en.wikipedia.org/wiki/Workforce_management) — last checked 2026-10
- Wikipedia: [Call centre (Wikipedia)](https://en.wikipedia.org/wiki/Call_centre) — last checked 2026-10
- Vendor doc: [Basic WFM and QM on Webex WFO (nmzg380)](https://help.webex.com/article/nmzg380) — last checked 2026-10
- Vendor doc: [Webex WFO feature-specific SKUs (py6u9h)](https://help.webex.com/article/py6u9h) — last checked 2026-10
- Vendor doc: [Enable AI Quality Management (6m6r3fb)](https://help.webex.com/article/6m6r3fb) — last checked 2026-10
- Vendor doc: [Get started with AI Quality Management (nvtdfxk)](https://help.webex.com/article/nvtdfxk) — last checked 2026-10
- Vendor doc: [Analyzer reports for AI Quality Management (n4jc67x)](https://help.webex.com/article/n4jc67x) — last checked 2026-10
- Vendor doc: [Sentiment analysis in AI Quality Management (voh2oeb)](https://help.webex.com/article/voh2oeb) — last checked 2026-10
- Vendor doc: [Coaching insights (i8lp6i)](https://help.webex.com/article/i8lp6i) — last checked 2026-10
- Vendor doc: [Cisco AI Assistant (nvvv1zb)](https://help.webex.com/article/nvvv1zb) — last checked 2026-10
- Vendor doc: [Use AI agents for customer interactions (s0qro1)](https://help.webex.com/article/s0qro1) — last checked 2026-10
- Vendor doc: [AI Agent Studio administration guide (ncs9r37)](https://help.webex.com/article/ncs9r37) — last checked 2026-10
- Vendor doc: [Configure Virtual Agent-Voice (n6gaghu)](https://help.webex.com/article/n6gaghu) — last checked 2026-10
- Vendor doc: [Unified CM to Webex Calling introduction (nbedetf)](https://help.webex.com/article/nbedetf) — last checked 2026-10
- Vendor doc: [Dedicated Instance contact center integration (nmhk7ve)](https://help.webex.com/article/nmhk7ve) — last checked 2026-10
- Vendor doc: [Migrate Unified CCX to Webex Contact Center (0hd75db)](https://help.webex.com/article/0hd75db) — last checked 2026-10
- Vendor doc: [Webex CCE tenant data migration tool (n2puc5z)](https://help.webex.com/article/n2puc5z) — last checked 2026-10
- Vendor doc: [Webex Contact Center architecture (utqcm7)](https://help.webex.com/article/utqcm7) — last checked 2026-10
- Vendor doc: [Get started with Local Gateway (t9xctu)](https://help.webex.com/article/t9xctu) — last checked 2026-10
- DevDocs: [Bring your own virtual agent](https://developer.webex.com/webex-contact-center/docs/bring-your-own-virtual-agent) — last checked 2026-10
- Sibling lab: [UC Lab](https://cyphermonkeylabs.com/uc-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [AI Lab](https://cyphermonkeylabs.com/ai-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [Amazon Connect Lab](https://cyphermonkeylabs.com/amazon-connect-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [Microsoft Voice Lab](https://cyphermonkeylabs.com/microsoft-voice-cc-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [Five9 Lab](https://cyphermonkeylabs.com/five9-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [Genesys Cloud Lab](https://cyphermonkeylabs.com/genesys-cloud-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [NICE CXone Lab](https://cyphermonkeylabs.com/nice-cxone-lab-free-university-mesmerizing/) — last checked 2026-10
- Sibling lab: [SIP Universe](https://cyphermonkeylabs.com/sip-universe-lab-free-university-mesmerizing/) — last checked 2026-10
- Brand: [CypherMonkey Labs on GitHub](https://github.com/CypherMonkeyLabs) — last checked 2026-10
- Confirm: Wikipedia title Cisco Unified Communications Manager (the request returned 404) — confirm
- Confirm: wfohelp.com pages named by article nmzg380 — confirm
- Confirm: Collaboration ordering guides page named by article nmzg380 — confirm
- Confirm: Supported languages and voices article named by article s0qro1 — confirm
- Confirm: Webex WFO user-guide PDF for New WFM — confirm