00 · Header

WFO & AI Features

T3-R09. Webex AI Quality Management enablement, and Basic WFM and Basic QM on Webex WFO for Webex Contact Center. Articles 6m6r3fb and nmzg380. Retrieved 2026-10-14.

Prereq rooms: T3-R08 for the supervisor pages that consume coaching. T8-R05 for the Agent Desktop AI Assistant article. Do not paste Enterprise WFO SKUs onto this page.

01 · TL;DR

Two add-ons, two scopes, one place they are not

• The Control Hub path is Services > Contact Center, then AI Features under Desktop Experience. [cite:1]
• Sentiment analysis requires real-time transcription on those queues, and flows that start transcription. [cite:1]
• Auto CSAT requires call recording for post-call processing. [cite:1]
• For every queue, real-time transcription adds Start Media Stream directly after the AgentAnswered event. [cite:1]
• Basic QM’s existing-package column adds items Basic QM does not list, including live screen monitoring. [cite:2]

02 · Map

SKU, scope, then the flow edit

Study diagram. The AgentAnswered step is the all-queue transcription path, not the specific-queue path. [cite:1]

03 · Core

Read the scope column before you click Save

6m6r3fb says customers purchase the AI Quality Management add-on A-FLEX-AI-QM or the bundle A-FLEX-AI-QMMB. Users need AI Assistant in the desktop-experience section of the user profile. Header July 24, 2026. [cite:1]

The feature table’s enablement scopes are: Evaluation and Speech Analytics, organization; Coaching Insights, organization; Sentiment analysis, queue; Auto CSAT, agent; Real-time transcriptions, queue. Sentiment, Auto CSAT, and real-time transcription are also part of the AI Assistant SKU. The bundle unlocks AI Assistant features on the same Control Hub page. [cite:1]

Sentiment is positive, neutral, or negative for completed interactions. Before you enable it, real-time transcription must be on for those queues and the flows must start transcription. The sentiment steps also say you can apply it to all queues or pick queues and summary types. [cite:1]

nmzg380, header August 13, 2025, introduces Basic WFM and Basic QM for Webex WFO on Webex Contact Center. Basic WFM names forecasting across voice, digital, and back-office, MyTime, shift bidding, multi-skill scheduling, long-term staff budgeting, intraday management, real-time adherence, a mobile app, standard reporting, gamification, schedule-change notifications, and meetings or offline activities. Basic QM names call recording, evaluation across voice and digital, playback and delete, text search, contact-details export, screen recording, evaluation forms, standard evaluation viewing, and contact import. The existing QM column adds, among other items, live screen monitoring, evaluation calibration, and evaluation appeal, which means those are not in the Basic column. re-check [cite:2]

nmzg380 says you order with the relevant Basic WFM and Basic QM SKUs and points at the Cisco ordering guides. It does not print the A-FLEX-WFO enterprise strings. Those strings stay on py6u9h until that page is re-read. TODO-verify [cite:2]

04 · Ecosystem

Ecosystem and sister technologies

AI quality, Basic WFM, and Basic QM are optional add-ons. Calling recording retention is still a different article.

A-FLEX-AI-QM

The AI Quality Management add-on SKU 6m6r3fb names. [cite:1]

A-FLEX-AI-QMMB

The AI Assistant and AI Quality Management bundle SKU. [cite:1]

Org-level features

Evaluations and speech analytics, and Coaching Insights. [cite:1]

Queue-level features

Sentiment analysis and real-time transcriptions, in the scope column. [cite:1]

AgentAnswered

The event that the all-queue transcription path places Start Media Stream after. [cite:1]

RT_TRANSCRIPT

The custom-layout visibility value for the transcription tab. [cite:1]

Basic WFM

The lighter workforce package on nmzg380. Header August 13, 2025. [cite:2]

Basic QM

The lighter quality package. Live screen monitoring is on the existing column, not the Basic column. [cite:2]

py6u9h boundary

Enterprise WFO SKU strings were not re-fetched. TODO-verify before you paste them here. [cite:3]

mindmap
  WFO and AI
    AI Quality Management
      Org toggles
      Queue toggles
    Basic WFM
    Basic QM
    Not Enterprise SKU list

Sister-technology matrix

Integration edges

Cross-platform bridges

py6u9h is the Enterprise, CCE, and CCX WFO SKU article in the Canon’s earlier read. This slice did not re-fetch it, so those SKU strings are TODO-verify here and are not applied to nmzg380. [cite:3]

Unified CCE workforce tools are not Basic WFM unless an ordering guide says so. nmzg380 points at the Webex Contact Center ordering guides rather than printing a CUIC report name. [cite:2]

Amazon Connect evaluation forms are not these toggles. No parity matrix.

Future-integration hooks

• Canon planning: T8-R05 keeps the desktop assistant behavior. This room keeps the Control Hub scopes and the Basic packages.
• py6u9h SKU strings: TODO-verify on the next fetch. Do not paste them onto multi-tenant Basic WFM.
• 6m6r3fb header July 24, 2026. [cite:1]
• nmzg380 header August 13, 2025 is older than 12 months. re-check [cite:2]

Ecosystem troubleshooting

05 · Flow

Buy, scope, then publish the flow

06 · Config

Paths the articles name

1. Services > Contact Center > AI Features under Desktop Experience. [cite:1]
2. Org level: Evaluations and speech analytics. Save. Coaching Insights. Save. [cite:1]
3. Queue level: real-time transcriptions, then sentiment. [cite:1]
4. All-queue transcription: event flow, Start Media Stream immediately after AgentAnswered, save, publish. [cite:1]
5. Auto CSAT from queue-level settings, with recording already on, and Experience Management or a global variable. [cite:1]
6. Custom layout: advancedHeader comp ai-assistant, and RT_TRANSCRIPT visibility on agent, supervisor, and agent-supervisor. [cite:1]
7. Basic WFM and Basic QM: order from the guides nmzg380 names. Do not type an Enterprise WFO SKU from memory. [cite:2]

07 · Limits

Numbers worth memorizing

08 · Trouble

Trouble

09 · Self-question

Oral ladder

10 · Lab

Match each feature to its scope cell

• Goal: write org, queue, or agent next to each AI feature using the table, then note where the clicks actually are.
• Prereq: a lab subscription that already has the SKU. Do not buy from this room.
• Find AI Features. Do not enable production sentiment.
• On paper, put Start Media Stream after AgentAnswered for the all-queue path.
• Open nmzg380’s two columns and circle live screen monitoring on the existing side.
• Break it: paste an Enterprise WFO SKU into the Basic WFM order. Recovery: those strings are TODO-verify until py6u9h is re-read.
• Evidence: the scope column and the Auto CSAT click path on the same card.
• Reflection: which prerequisite is easiest to skip.

11 · Quiz

Quiz

12 · Audio

Studio fills these

13 · Interview

Oral-ready

1. 30 seconds. AI Quality Management is A-FLEX-AI-QM or the bundle A-FLEX-AI-QMMB. I enable it under Contact Center, AI Features. [cite:1]

1. 2 minutes. Evaluations and Coaching Insights are organization scope. Sentiment and transcription are queue scope in the table. Auto CSAT’s cell says Agent and the steps use queue settings, and recording has to be on. [cite:1]

2. 30 seconds. All-queue transcription is Start Media Stream right after AgentAnswered. [cite:1]

2. 2 minutes. Specific queues use the conditional article. Custom layouts need ai-assistant in advancedHeader and RT_TRANSCRIPT on every persona. [cite:1]

3. 30 seconds. Basic WFM forecasts voice, digital, and back-office. [cite:2]

3. 2 minutes. Basic QM records and evaluates. Live screen monitoring, calibration, and appeals are on the existing column. The header is August 13, 2025, so I re-check it. [cite:2]

4. 30 seconds. I do not recite Enterprise WFO SKUs in this room. [cite:3]

4. 2 minutes. py6u9h was not re-fetched. nmzg380 points at ordering guides and does not print those strings. [cite:2] [cite:3]

5. 30 seconds. Sentiment without transcription is the wrong order. [cite:1]

5. 2 minutes. Coaching cards on the supervisor desktop still need the org toggle. Analyzer’s refresh is a different article. Calling retention numbers stay in the Calling recording article. [cite:4] [cite:5]

14 · Citations

Ledger

Retrieved 2026-10-14. Mirrors cites/T3-R09.md. Facts older than 12 months, and pages whose header date was not in the extract, stay marked re-check.

1. Enable AI Quality Management Features in Control Hub for Webex Contact Center — help.webex — article 6m6r3fb — help.webex.com article 6m6r3fb — retrieved 2026-10-14. SKUs, scopes, prerequisites, AgentAnswered, custom layout. header July 24, 2026.
2. Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) — help.webex — article nmzg380 — help.webex.com article nmzg380 — header August 13, 2025, retrieved 2026-10-14. Basic versus existing columns. re-check
3. Webex WFO feature-specific SKUs — help.webex — article py6u9h — help.webex.com article py6u9h — not re-fetched in this slice. Enterprise, CCE, and CCX scope was established in earlier Canon passes. SKU strings are TODO-verify here.
4. Analyzer User Guide — help.webex — article tajemk — boundary for report clocks. Not an AI enablement step.
5. Manage call recording for Webex Calling — help.webex — article nhvl4hw — boundary. Calling retention is not WxCC QM storage.

15 · Re-engineer later

Open

• Open questions: 6m6r3fb header date. Live py6u9h SKU table.
• Facts still TODO-verify: Enterprise WFO SKU strings.
• 6m6r3fb header July 24, 2026. nmzg380 stays re-check because of August 13, 2025.
• Assets missing: scope diagram, audio, no customer layout JSON from production.
• Next review date: next fetch of py6u9h and 6m6r3fb.