What's new for supervisors in Webex Contact Center

Let’s chat about some juicy updates that are shaking things up, right? June 2025 is just around the corner, and oh boy, the tech developments are brewing like coffee on a Monday morning! Think of it as a surprise party, where the guests are features that promise to make your work life a whole lot sweeter. I’m particularly excited about the refreshes in Supervisor Desktop and the nifty upgrades to Webex WFO. These updates could redefine how we look at productivity tools. So grab your favorite snack, and let’s dig into what’s coming our way!

Key Takeaways

• New features arriving in June 2025 promise to improve productivity.
• Updates to Supervisor Desktop aim to enhance user experience.
• Webex WFO will include significant upgrades for evaluation processes.
• Embracing these changes can make work feel more engaging.
• Stay prepared and excited for the upcoming transformations!

Next, we are going to explore some exciting features coming to Webex in June 2025 that promise to shake things up!

Exciting Features Coming in June 2025

Queue Record API (CLR)

We all know the feeling when we misplace a favorite pen—it’s like losing a small part of ourselves. Well, the Queue Record API (CLR) is about to become a little more refined. From June 15, 2025, some fields in the taskLegDetails queries will bid farewell. We previously sent out reminders about this shift, but now’s the time to double-check those queries! Here’s why: - If certain fields are still hanging around in your API, anticipate a bit of a mess during validation. Oh, and if you're wondering where to find the change log, it's right here.

Sharing Made Easy in Analyzer

When we think of collaboration, it shouldn't feel like a jigsaw puzzle with missing pieces. With the new Permalinks feature in Analyzer, sharing reports will be a breeze! Imagine just copying a URL instead of wrestling with files and attachments. Now, anyone can easily access insights to shine some light on those decision-making moments.

No More Wrap-Up Woes

There's nothing worse than closing a call and realizing someone forgot to wrap things up. Say hello to the new activity state, wrapup-completed, in CAR records! This little gem means you can finalize conversations without interruptions. And no, it won't mess with your existing reports, so breathe easy!

Goodbye Background Noise

One too many calls where it sounds like a jet engine might just make anyone lose their mind. Webex Contact Center is introducing background noise removal, ensuring that every customer interaction is crystal clear. Your agents can focus on what matters most: the customer. Consider it like putting on noise-canceling headphones in a bustling café—total bliss!

The Gift of Extended Calls

We’ve all experienced that moment when a call ends abruptly. In multi-party calls with Webex, participants will now have the grace to finish their chats before logging off. - This means doctors can wrap up patient discussions like pros. Benefits include: - Improved agent efficiency: Allowing agents to conclude all elements of a call seamlessly. - Elevated customer experience: A complete call for better satisfaction.

Unlock Those Complex Call Insights

Webex Workforce Optimization is ramping things up with the Complex Call Events feature! Forget the simple analyses; we’re talking deep dives into transfers, consultation histories, and those juicy metadata nuggets to enhance customer experiences. Honestly, it’s like giving your reports an espresso shot!

Get Familiar with Split Interval Segment Reporting

Ever wished you could see how long it took your team to deal with specific tasks? Now you can! The Split Interval Feature lets you track agent activities across customizable time frames, giving a clearer picture of staffing and resource use. All it takes is a click in the Compute panel!

Contact Queue Enhancements

Webex is also set to upgrade our Contact Queue game. The new enhancements are aimed at making goal management easier and boosting efficiency. Think of smooth sailing instead of dodging waves. Key Benefits include: - Increased flexibility for crafting Contact Goals. - Prioritization of the most pressing goals. - Better visibility of goals for both assignors and assignees. - Options for sharing or altering goal ownership.

Absence Attributes Are Coming

Finally, there’s a new capability on the horizon to help us track absences with finesse: Absence Attributes. This feature allows admins to add more details about absences and improves reporting. With such detailed tracking, managing workforce planning is about to become as easy as pie… well, almost! By enhancing how we handle personal account balances and absence types, we’re sure to streamline workflows significantly.

Now we are going to explore some exciting updates in the Supervisor Desktop that will change how we manage customer interactions and teams. Grab your coffee—this might get fun!

Exciting Updates to Supervisor Desktop

A Closer Look at Customer Interactions

Have you ever been in a situation where a supervisor needed more than just a gut feeling? Well, say hello to the shiny new full-page Interactions Details View! Picture a cozy space where supervisors can dive into the details of customer interactions. Imagine sipping your morning brew while checking out live transcripts of chats and calls. That’s right—no more guesswork! This tool opens the door for supervisors to have a complete overview of customer engagements. The best part? It even includes critical data like call times and customer journeys across various channels—it’s like having a backstage pass to the concert of customer service.

Queue Status at Your Fingertips

Do you remember those days when managing queues felt like herding cats? Fear no more! The Real-Time Queue Stats feature now keeps everything tidy in one centralized place. Supervisors can customize their queue view to focus on what matters most. So, whether you want to know which cat is stuck in the tree or who’s on hold, it’s all laid out in beautiful tables and charts. And let's not forget the drill-down capabilities—because who doesn’t want to click and find out what’s going on behind the scenes?

Feelings, We All Have Them: Sentiment Analysis Updates

Have you ever tried to convince someone your coffee addiction is *totally* normal? Well, it's hard to argue emotion—like when agents go above and beyond! The new sentiment analysis in Webex WFO gives insights into customer emotions so precise; it’s like detecting that sneaky sugar grain in your coffee! This advancement separates customer and agent sentiments, helping supervisors coach their teams effectively. Better coaching means happier agents and customers—all served with a side of successful strategies.

Fresh Look, Smooth Sailing

If your screen feels like it's stuck in 2010, brace yourselves! The Agent and Supervisor Desktop apps are getting a facelift. Say goodbye to clutter and hello to visual enhancements that make navigating a breeze. With a cleaner design and intuitive layout, tasks will feel as effortless as flipping pancakes on a Sunday morning. Plus, it sets the stage for all those fancy features waiting to roll out. We can’t wait to see how these updates improve our everyday workflow!

Skill Profiles from The Comfort of Your Chair

Have you ever seen your phone blow up with notifications at work? Now, supervisors can update agents' skill profiles directly from the Supervisor Desktop! No more waiting for admin help; now it can all be done in real-time. Supervisors will have everything they need to make quick decisions right at their fingertips—faster than a cat can run after a laser pointer! And don't worry—this feature is secure and controlled.

Get Organized! New Interactions Tab

Finally, we’re trading the old Recording Management area for a snazzy new Interactions tab. It’s like getting rid of your teenager's bedroom clutter for a sleek, organized space! With tabs to monitor active, in-queue, and completed interactions, supervisors can keep their eye on everything. The new filters mean you can get to what you need as quickly as a kid reaching for the cookie jar after dinner! With this enhancement, customer management just got simplified. If you’re not already on board, it’s time to get familiar with these updates—because we’re only moving forward!

Now we are going to discuss some exciting improvements happening with Webex WFO's QM Manual Evaluation feature. Let’s spill the beans on why this is all the buzz lately!

Improvements in Webex WFO: Upgrading QM Manual Evaluation

Webex WFO: QM Manual Evaluation Improvements and Modernization

You’ve probably been in those meetings where you’re analyzing evaluations, and it feels like you’re stuck in a time loop, right? Well, Webex WFO is stepping up its game. They're rolling out some snazzy upgrades that can make the whole process feel less like traversing a dense fog and more like a sunny day at the park. So, what exactly is brewing in the world of QM Manual Evaluation? Let’s break it down into bite-sized chunks:

• Enhanced visibility on evaluation efforts
• More flexibility in KPIs
• Ability to handle complex question structures
• Incorporation of multiple response options

Picture this: You’re leading a team meeting, and suddenly everyone is staring at their screens like zombies. The data is scattered, and it feels like deciphering hieroglyphics! Thanks to these improvements, the evaluation process just got a turbo boost to clarity. Now, let’s talk about how visibility works. We all know the struggle of digging through heaps of data to figure out what's working and what's not. With Webex WFO's updates, it’s like having GPS for your evaluations—no more dead ends! And those KPIs? Well, they’re being put on a diet. They can now be molded to fit your needs, like a tailor-made suit but for data. It’s all about relevancy, and this update makes sure everyone’s wearing the right fit. Oh, and let’s not forget about those tricky questions that could stump an expert. With the new features, we can tackle complex structures with ease. Like that time we all tried to figure out who ate the last donut in the break room—it was an unsolved mystery until we snagged the security footage! Take a look at the table below for a snapshot of what these updates bring:

Feature	Description
Enhanced Visibility	Clear insights into evaluation efforts.
Flexible KPIs	Customizable metrics for evaluations.
Complex Questions	Capability to assess multifaceted inquiries.
Multiple Responses	Ability to choose from various answer options.

These enhancements are like a refreshing breeze on a hot day—inviting and essential. By streamlining the manual evaluation, Webex WFO is ensuring that we’re armed with outstanding tools to analyze performance effectively. It’s a win-win for all of us!

Conclusion

As we gear up for these updates, it's clear that progress never takes a coffee break! The enhancements in Supervisor Desktop and the Webex WFO should not only boost efficiency but also put a smile on our faces. It’s all about doing our jobs better and maybe having a little fun while at it. Let’s keep our eyes peeled for these features and embrace the shiny changes ahead—who knows, they might make the workday feel a little less like a slog and a bit more like an adventure!

FAQ

1. What is the Queue Record API (CLR) update happening in June 2025?
   Some fields in the taskLegDetails queries will be removed, so it's essential to check your queries to avoid issues during validation.
2. What is the new feature for sharing reports in Analyzer?
   The new Permalinks feature allows users to share reports easily by copying a URL instead of dealing with files and attachments.
3. What change is being introduced regarding call wrap-up?
   A new activity state called wrapup-completed will allow agents to finalize conversations seamlessly without interrupting their reports.
4. How will Webex reduce background noise during calls?
   The introduction of background noise removal will ensure clearer customer interactions, helping agents focus better.
5. What benefit do extended calls offer in multi-party Webex interactions?
   Extended calls allow participants to finish discussions without abrupt disconnections, improving both agent efficiency and customer satisfaction.
6. What does the Complex Call Events feature in Webex Workforce Optimization entail?
   It provides detailed analysis of transfers, consultation histories, and metadata to enhance customer experiences.
7. What is the Split Interval Feature in Webex?
   This feature allows tracking of agent activities across customizable time frames to better understand staffing and resource use.
8. What enhancements are anticipated for the Contact Queue?
   Improvements will focus on goal management, including increased flexibility and better visibility for both assignors and assignees.
9. What new capability will Absence Attributes provide?
   This feature allows admins to add more details about absences, enhancing reporting and simplifying workforce planning.
10. What significant updates are being made to the Supervisor Desktop?
    Updates include a full-page Interactions Details View, Real-Time Queue Stats, enhanced sentiment analysis, and an updated layout for ease of use.