00 · Header

Basic quality management and recording

T9-R03. Basic QM is recording plus evaluation. The existing QM column adds workflows, calibration, appeals, and live screen monitoring. [cite:3]

01 · TL;DR

Five lines, then why it matters

• Basic QM includes call recording, evaluation across voice and digital, search and playback, text search, screen recording, and evaluation forms. [cite:3]
• Existing QM adds insights reporting, workflows, custom metadata, live screen monitoring, calibration, appeals, and HR or training tagging. [cite:3]
• py6u9h names A-FLEX-WFO-NQM as a full QM SKU used by Performance Management, Enterprise Analytics, and Insights. [cite:4]
• Calling recording retention in T2-R06 is a different article. This room does not copy those clocks onto WFO.

02 · Map

Basic QM is not the AI add-on

nmzg380’s quality package is recording and forms. nvtdfxk’s AI Quality Management is a later, paid add-on with its own SKUs. Keep the names apart. [cite:3] [cite:6]

03 · Core

What the opened pages say

Basic QM on nmzg380: call recording, evaluate contacts across voice and digital, view search playback and delete, text search in the body of a text, email, chat, or SMS, interaction contact details export, screen recording, create and edit evaluation forms, standard evaluation viewing, and contact import. [cite:3]

Table 1 says existing quality management is all of that plus interaction export, insights reporting, QM workflows, custom metadata, QM views, contact queue, live screen monitoring, evaluation calibration, evaluation appeal, and HR/training contact tagging. [cite:3]

py6u9h’s Performance Management row accepts full WFM, full QM, or the WFO bundle. The full QM name printed there is A-FLEX-WFO-NQM. [cite:4]

04 · Ecosystem

Ecosystem and sister technologies

Text search

Filters contacts based on text in a text, email, chat, or SMS body. [cite:3]

Screen recording

Captures agent screen activity alongside audio. [cite:3]

Evaluation form

Built and edited in Basic QM to match quality standards. [cite:3]

Calibration

Listed on the existing QM side of Table 1, not in the Basic column. [cite:3]

A-FLEX-WFO-NQM

The full QM SKU name printed on py6u9h. [cite:4]

Sister-technology matrix

Integration edges

05 · Flow

Order of operations

1. List Basic QM from Table 1 before you design a scorecard.
2. If the ask is calibration or appeals, you are on the existing QM column.
3. If the ask is automated AI scoring, leave this room and open T9-R04.

06 · Config

Clicks the articles print

• The article says teams create and edit evaluation forms. It does not print the click path inside the WFO client. [cite:3]
• The wfohelp.com pages it links were not opened.

07 · Limits

Limits the articles state

08 · Trouble

Trouble

09 · Self-question

Oral ladder

10 · Lab

Read it back

• Mark each QM feature basic or existing from Table 1.
• Write AI Quality Management on a separate card so it cannot be merged into Basic QM.

11 · Quiz

Quiz

12 · Audio

Read-along uses the page

13 · Interview

Oral-ready

30 seconds. Basic QM records and evaluates. Calibration, appeals, and live screen monitoring are on the existing QM list. [cite:3]

2 minutes. Text search, screen recording, contact import, and evaluation forms are basic. Insights reporting and workflows are not. Full QM’s printed SKU is A-FLEX-WFO-NQM. The AI add-on is a different purchase, in the next room. [cite:4] [cite:6]

14 · Citations

Ledger

Opened 2026-10. Mirrors cites/T9-R03.md.

1. 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.
2. Webex WFO: Feature Specific SKUs, help.webex article py6u9h, header June 09, 2026. The article says it covers minimum required SKUs for Webex Contact Center Enterprise, Contact Center Enterprise, and Contact Center Express. Basic WFM and QM row: A-FLEX-WFO-NFMB, A-FLEX-WFO-NQMB, A-FLEX-WFO-CR, A-FLEX-WFO-NWFA, and the sentence that this SKU does not include the Real-time Adherence connector and Historical Data Connector.
3. Get Started with AI Quality Management, help.webex article nvtdfxk, header July 24, 2026. Paid add-on. English only in the FAQ on that page. Auto CSAT and real-time transcriptions are included in the AI Quality Management SKU.

15 · Re-engineer later

Open

• The WFO client click path for a form is not in nmzg380.