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Granular agent states reach GA October 29; WFM adherence needs regrouping

Per-channel agent states become available to all agents on October 29. Webex WFO customers must move to the new adherence connector and regroup states first, or real-time adherence reporting is interrupted.

Release date:

  • Workforce Management
  • Agent Experience

What changed

Cisco released an enhanced Webex WFO adherence connector on July 22 that uses a new webhook to track per-channel agent activity. Granular Agent State Control by Media Type has been admin-controlled through a Control Hub toggle since April 30 and goes to general availability for all agents on October 29, 2026. Cisco states that once granular states are enabled, existing state groupings no longer align, and RTA reporting is interrupted until they are reconfigured with the new connector. At GA the Agent State Report is deprecated and removed from default Supervisor Desktop layouts; custom layouts must remove it manually. Monitoring and barging move to the Interactions page.

Vendor documentation (opens in a new tab)

Why it matters

This is a dated cutover rather than an optional feature. Teams that rely on real-time adherence can lose that view on the day agents start working with per-channel states, and supervisors may find a familiar report missing from custom layouts.

CxCave practical context

Who should care

  • WFM teams
  • Administrators
  • Supervisors

Action

ACTION REQUIRED

Before October 29, move to the new WFM adherence connector, regroup adherence states using Cisco's WFO webhook change preparation guide, schedule the change in a maintenance window, and remove the Agent State Report from custom Supervisor Desktop layouts.

CxCave recommendation, not a vendor mandate unless explicitly stated.

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