What changed
Webex WFO now lets users adjust, edit and override forecast data, including copy and paste, in the workload and skill grids of the web Forecasts module. Separately, administrators can create, publish and award shift-bidding patterns that span multiple weeks as one bid. Selecting 2 to 24 weeks creates a multi-week bid; selecting one week or leaving the field empty keeps the single-week process.
Vendor documentation (opens in a new tab)Why it matters
Forecast overrides for known events no longer need workarounds outside the web module. Multi-week bids suit rotating schedules that previously had to be bid week by week, but longer bid windows change how fairness, seniority rules and schedule changes are communicated to agents.
CxCave practical context
Who should care
- WFM teams
- Supervisors
Implementation considerations
NO ACTION REQUIREDDecide who may override forecasts and how overrides are documented, and review whether rotating schedules should move to multi-week bids at the next bidding cycle.
CxCave recommendation, not a vendor mandate unless explicitly stated.