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Configuration · guide

Setting up Webex Customer Assist on Webex Calling

Webex Calling

Verified 2026-10-01 · 66 sources · tier 2 · 3 disputed

For Webex Calling administrators with Control Hub admin rights who need more than a basic call queue but have not committed to a full contact center.

Cisco positions Webex Calling Customer Assist for customers who need basic, professional contact center capabilities and do not need a comprehensive contact center solution 14. Screen pop, wrap-up reasons and wrap-up timer, agent and queue analytics, and auto answer are Customer Assist features that basic Webex Calling call queues lack 8.

Before you start

  • Customer Assist is ordered through Collaboration Flex Plan 3.0 or through a service provider 57.
  • A Webex Calling Customer Assist license includes a Webex Calling Professional license 21.
  • Control Hub does not allow a Webex Calling Standard license and a Customer Assist license on the same user 22.
  • The Customer Assist article says provisioning is through Control Hub and bulk upload only in this phase and that public APIs are not supported 24.
  • Real-time queue view and inbound screen pop for Customer Assist agents are available only in the Webex App desktop client 13.
  • Webex Customer Experience Essentials was renamed Webex Calling Customer Assist, and existing Essentials licenses, agents, supervisors and queues moved to Customer Assist automatically 34.
  • 4 names for this product appear across Cisco's own documentation: Customer Assist in the body, Customer Essentials and Customer Experience surviving in image alternative text, and Customer Experience Essentials Call Queue in a neighbouring article 58.
  • For your inventory, list each queue's routing type and agent count, any workspace or virtual-line agents, and any agents who rely on secondary or shared lines, because Customer Assist features apply only to the primary line in Webex App 26 and workspaces and virtual lines cannot be Customer Assist agents 25.

See also Webex Calling Customer Assist as a product.

See also Setting up Webex Calling call queues and hunt groups.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Is Customer Assist the right product or do you need Webex Contact Center?
Will this queue be upgraded from an existing basic call queue or built new?
How will you assign Customer Assist licenses?
Will agents get a CRM screen pop?

Four questions. One permanent page you can send to your manager.

Step 1 Choose Customer Assist or Webex Contact Center

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Write down which queues need screen pop, wrap-up reasons and the wrap-up timer, agent and queue analytics, or auto answer, since basic Webex Calling call queues lack these features 8. On a basic call queue, supervisor functions are available only through feature access codes, while Customer Assist gives supervisors a Webex App supervisor view 10. Queues that need none of these can stay basic call queues, which are included in the Webex Calling Professional license and are not available on the Standard license 11.

Verify

Check your list against the vendor's positioning: Cisco recommends Webex Contact Center rather than Customer Assist for sophisticated customer engagement, omni-channel routing, or large-scale, high call volume deployments 15. Suggested check: confirm that no requirement on your list calls for any of those three needs.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Stop here, because Cisco recommends Webex Contact Center rather than Customer Assist for sophisticated customer engagement, omni-channel routing, or large-scale, high call volume deployments 15. Cisco's feature comparison article compares Webex Calling Call Queue with Webex Calling Customer Assist and does not compare either with Webex Contact Center 59.

Verify

Suggested check: confirm your requirements list names at least one omni-channel or scale need before you leave this guide.

Step 2 Check prerequisites and blockers for each queue

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

  • Record its routing type: Customer Assist queues route calls either Priority Based (Circular, Top Down, Longest Idle or Simultaneous) or Skill Based 31.
  • Record whether it uses Weighted routing, which basic queues support with at most 100 agents 12 and which Customer Assist does not support 53.
  • This is disputed, because the bulk configuration format still carries a weighted value together with per-agent weight columns 60.
  • Record its agent count: a Customer Assist queue holds at most 1,000 agents, or 50 agents when it uses Simultaneous routing 27.
  • Record any workspace or virtual-line agents, since these cannot be assigned as agents of Customer Assist queues 25.
  • Record any agents who rely on a secondary or shared line, since Customer Assist features apply only to the primary line in Webex App 26.
  • Record any plan for API automation, since public APIs are not supported in this phase 24.
  • Record any existing Customer Experience Essentials queues, which moved to Customer Assist automatically 34.

Verify

Suggested check: mark each queue as ready, or list a remediation for each blocker you recorded, such as replacing workspace agents with licensed users or accepting a routing change.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which prepares Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 3 Assign Customer Assist licenses to agents

In Control Hub by organization or group or user + Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Assign the Customer Assist license in Control Hub at organization, group or user level; at organization level the path is Management > Users > Licenses > License assignment > Edit, then choose Customer Assist 19. Customer Assist agents must hold Customer Assist licenses 61. Remove any Webex Calling Standard license from these users first, because Control Hub does not allow Standard and Customer Assist on the same user 22. A separate Professional license is not needed, because the Customer Assist license includes one 21.

Verify

Suggested check: open each agent and confirm the new license appears and no conflicting license remains.

Rollback

Suggested rollback: unassign the license in the same place you assigned it.

By bulk upload + Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Provision the licenses by bulk upload, which the Customer Assist article lists alongside Control Hub as the only provisioning routes in this phase 24. Customer Assist agents must hold Customer Assist licenses 61. Users in the file must not also hold a Webex Calling Standard license, because Control Hub does not allow both on one user 22.

Verify

Suggested check: confirm the bulk job completes without row errors, then spot-check several users individually.

Rollback

Suggested rollback: re-upload the file with the license entries cleared.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which licenses Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 4 Build the Customer Assist queue

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App + Upgrade an existing Webex Calling call queue in place (one-way)

Do

Go to Services > Calling > Features > Call Queue > Manage, open the queue's More options > Upgrade queue, review the queue, choose a subscription, review virtual lines and workspaces and click Upgrade 52. If the queue used weighted routing, it defaults to Top Down after the upgrade and can be changed afterwards, so reset it to the routing type you want 53.

Verify

The upgraded queue keeps its agents and settings, except that the upgrade removes workspaces and virtual lines and changes a Weighted pattern to Top Down 62. Virtual lines and workspaces that were agents in the call queue are not carried over 51. Suggested check: confirm the queue's number and routing type match what you intended.

Rollback

Once a call queue is upgraded to Customer Assist it cannot be downgraded 50. We infer that the only rollback for an upgraded queue is to rebuild a basic call queue by hand, so piloting on a new Customer Assist queue first carries less risk than upgrading a production queue 49.

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App + Create a new Customer Assist queue (pilot or new service)

Do

Create a Customer Assist queue; the wizard runs through Basics, Call routing, Queue settings, Announcements, Select agents, Assign license and Review pages 33. On the Call routing page, choose Priority Based (Circular, Top Down, Longest Idle or Simultaneous) or Skill Based routing 31.

Verify

Confirm the agent count stays within 1,000 agents, or 50 agents for Simultaneous routing 27. Suggested check: confirm the queue is listed with the expected agents and number.

Rollback

Suggested rollback: delete the new queue.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which builds a Customer Assist queue, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 5 Set agent queue options and auto answer

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Decide on the queue settings Allow agents to join or unjoin the queue and Allow agents on active calls to take additional calls 18. On a call queue, agents added when the queue is created start as joined 63. Auto answer for Customer Assist agents was announced in What's new in Webex Calling in September 2026 and is driven by administrator configuration 7. Auto answer works on Webex App for desktop, Cisco MPP and desk phones and supported Polycom, Yealink, AudioCodes and SNOM phones, but not on mobile or tablet apps, RoomOS, analog, DECT or customer- or partner-managed devices 6.

Verify

Suggested check: confirm the settings saved and that each auto-answer agent's device type is on the eligible list.

Rollback

Suggested rollback: clear the options and save.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which configures Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 6 Configure screen pop

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App + Yes - open a CRM or web page keyed on caller data

Do

Screen pop is configured on the Queue settings page of the Customer Assist queue wizard 32. Turn screen pop on for the queue and enter a screen pop URL, a desktop label and optional query parameters as key-value pairs 36. Parameters can use {{NewPhoneContact.ANI}}, {{NewPhoneContact.DNIS}}, {{NewPhoneContact.InteractionID}}, {{AgentAnswered.AgentID}}, {{AgentAnswered.AgentName}}, {{AgentAnswered.QueueID}}, {{AgentAnswered.QueueName}} and {{AgentAnswered.TenantID}} 37.

Verify

Inbound screen pop appears only in the Webex App desktop client 13. Suggested check: confirm the URL and label saved, and leave the live test to step 11.

Rollback

Suggested rollback: turn the pop off for the queue and save.

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App + No screen pop for this queue

Do

Leave screen pop off for this queue, since it is turned on per queue 36.

Verify

Suggested check: confirm the queue shows the pop disabled.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which configures Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 7 Create wrap-up reasons and set the wrap-up timer

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Add wrap-up reasons manually or in bulk, assign them to the queue and optionally set a default wrap-up reason for it 55. Set the wrap-up timer, but sources disagree on its bounds: the timer is documented with a default of 10 seconds and a settable minimum of 1 minute, so the default falls below the stated minimum 64.

Verify

Suggested check: confirm the reasons are listed against the queue and the timer shows the value you entered.

Rollback

Suggested rollback: unassign or delete the reasons and reset the timer.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which configures Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 8 Add supervisors and assign agents to them

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Add supervisors to the queue and assign agents to each, keeping each supervisor at no more than the 100 assigned agents Customer Assist allows 43.

Verify

Customer Assist supervisor functions are agent availability management, agent queue join and unjoin management, agent monitoring, and real-time agent and queue views 45. Suggested check: confirm each supervisor shows the intended agents.

Rollback

Suggested rollback: remove the supervisor or unassign the agents.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which configures Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 9 Decide supervisor notification tones

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Set the organization default in Control Hub under Services > Calling > Service Settings > Notification tones for agents, which has separate options for Monitoring, Supervisor Barge in and Coaching 47. To override one queue, select Define custom notification settings under that queue's Overview > General settings 48.

Verify

Each Customer Assist queue uses the organization's default notification tone settings unless Define custom notification settings is selected for it 48. Suggested check: confirm each queue shows the setting you intended.

Rollback

Suggested rollback: reselect the organization default for the queue.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which configures Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 10 Onboard agents and supervisors in the Webex App desktop client

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App

Do

Have agents sign in to the Webex App desktop client, since real-time queue view and inbound screen pop are available only there 13. Tell agents not to sign in to more than one Webex desktop app at the same time, which Customer Assist does not support 23. After signing in, an agent can join the queues their supervisor has added them to 2.

Verify

Each agent is in one of three states: Available, Unavailable or Wrapping Up 5. An Available agent receives queue calls, an Unavailable agent does not, and an agent in Wrapping Up does not receive new calls 65. The agent's real-time queue view shows queue name, contacts currently in queue, total agents, agents staffed, agents idle and agents unavailable 3.

Rollback

Suggested rollback: have agents unjoin the queue or sign out.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which onboards Customer Assist users, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Step 11 Test end to end

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App + Yes - open a CRM or web page keyed on caller data

Do

We infer that agents and supervisors who will use screen pop, queue views or monitoring need the Webex App desktop client, so the test plan uses desktop clients rather than mobile or desk phones alone 39.

  • As an agent, accept a queue call and confirm a screen with customer information opens automatically 4.
  • As the supervisor, open the Agents tab, which lists each agent's name, state, state duration, queue, contact status and time in contact 38.
  • Click the agent, then Monitor to listen, then switch to Whisper Coach to speak only to the agent, then Barge to join the agent and customer 42.
  • End the call, pick a wrap-up reason from the list and click Submit 4.
  • As the supervisor, use More options > Change Agent state to move the agent between Available and Unavailable 40.
  • Open the historical queue view, which accepts a custom date range of up to 92 days 41.
  • Generate a report from the Reports tab in Webex App 54, then open the Queue Call Details report in Control Hub 28.
  • If the queue is enabled for recording, confirm the call was recorded, since queue recording applies whether or not the agent has recording enabled 30.
  • This is disputed, but one source states that Customer Assist does not support recordings that include consults or transfers and does not record calls transferred out of the queue 66.

Verify

The Customer Assist Queue Stats and Queue Agent Stats reports include outbound and call back data 35. The Agent Activity Report shows agent activity at shift and session level 1. Suggested check: confirm the test call appears in the call details report and every listed check passed.

Basic professional contact center with voice queues and screen pop and wrap-up and a supervisor view in Webex App + No screen pop for this queue

Do

We infer that agents and supervisors who will use queue views or monitoring need the Webex App desktop client, so the test plan uses desktop clients rather than mobile or desk phones alone 39.

  • As an agent, accept a queue call 4.
  • As the supervisor, open the Agents tab, which lists each agent's name, state, state duration, queue, contact status and time in contact 38.
  • Click the agent, then Monitor to listen, then switch to Whisper Coach to speak only to the agent, then Barge to join the agent and customer 42.
  • End the call, pick a wrap-up reason from the list and click Submit 4.
  • As the supervisor, use More options > Change Agent state to move the agent between Available and Unavailable 40.
  • Open the historical queue view, which accepts a custom date range of up to 92 days 41.
  • Generate a report from the Reports tab in Webex App 54, then open the Queue Call Details report in Control Hub 28.
  • If the queue is enabled for recording, confirm the call was recorded, since queue recording applies whether or not the agent has recording enabled 30.
  • This is disputed, but one source states that Customer Assist does not support recordings that include consults or transfers and does not record calls transferred out of the queue 66.

Verify

The Customer Assist Queue Stats and Queue Agent Stats reports include outbound and call back data 35. The Agent Activity Report shows agent activity at shift and session level 1. Suggested check: confirm no page opened on the agent's screen when the call was accepted. Suggested check: confirm the test call appears in the call details report and every listed check passed.

We need omni-channel routing or sophisticated engagement or a large high-volume operation

Do

Skip this step, which tests Customer Assist, the product Cisco positions for customers who need basic, professional contact center capabilities 14.

Verify

Suggested check: confirm you made no changes in this step.

Applicability

Applies to: Cisco Webex Calling Customer Assist, Cisco Webex Calling, and Cisco Webex Control Hub. Deployments: cloud and multi-tenant. Sources checked 2026-10-01. Auto answer for Customer Assist agents was announced in What's new in Webex Calling in September 2026 7. Since July 2026 supervisors can generate Customer Assist reports from the Reports tab in Webex App 54. The Agent Activity Report was added in October 2025 1. Webex Customer Experience Essentials was renamed Webex Calling Customer Assist, with existing licenses, agents, supervisors and queues moved automatically 34. Basic call queue supervisors who stay on feature access codes use #82 for silent monitoring, #85 for coaching, *33 for barge-in and #86 for take over, each followed by the agent's extension or number 9.

What remains uncertain

  • The maximum value of the wrap-up timer is not covered by the sources below.
  • What happens to a queue's agents, reports and recordings when a Customer Assist queue is deleted is not covered by the sources below.
  • Whether removing a Customer Assist license also removes the user from queue membership is not covered by the sources below.
  • The column layout of the bulk upload file used to assign Customer Assist licenses is not covered by the sources below.
  • URL formats for specific CRM products used as screen pop targets are not covered by the sources below.
  • The steps to enable queue recording, the detail of skill-based routing on Customer Assist queues, and the setup of text queues are not covered by the sources below.
  • The Control Hub menu path to Customer Assist reports and the retention period of Customer Assist analytics are not covered by the sources below.
  • Whether public APIs have been added after the current phase is not covered by the sources below.
  • The minimum Webex App version required for Customer Assist agents and supervisors is not covered by the sources below.
  • Migration from Customer Assist to Webex Contact Center is not covered by the sources below.

See also

Alternative to

Configures

Decided by

Follows

Sources

  1. 1
    Customer Assist has an Agent Activity Report with agent activity at shift and session level, added in October 2025.
    What's new in Webex Calling · October 3, 2025 / Webex Calling Customer Assist: New Agent activity report · Checked 2026-10-01
  2. 2
    After signing in to Webex App, a Customer Assist agent can join the queues their supervisor has added them to.
    Get started with Webex Calling Customer Assist for Agents · Sign in / Join queues · Checked 2026-10-01
  3. 3
    The agent's real-time queue view in Webex App shows queue name, contacts currently in queue, total agents, agents staffed, agents idle and agents unavailable.
    Get started with Webex Calling Customer Assist for Agents · View queue statistics · Checked 2026-10-01
  4. 4
    When an agent accepts a queue call, a screen with customer information opens automatically, and after the call the agent picks a wrap-up reason from a list and clicks Submit.
    Get started with Webex Calling Customer Assist for Agents · Answer calls / Wrap up · Checked 2026-10-01
  5. 5
    Customer Assist agents in Webex App are in one of three states: Available, Unavailable or Wrapping Up.
    Get started with Webex Calling Customer Assist for Agents · Change your availability · Checked 2026-10-01
  6. 6
    Customer Assist auto answer works on Webex App for desktop, Cisco MPP and desk phones and supported Polycom, Yealink, AudioCodes and SNOM phones, but not on mobile or tablet apps, RoomOS, analog, DECT or customer- or partner-managed devices.
    Webex Calling Customer Assist · Auto answer · Checked 2026-10-01
  7. 7
    Auto answer for Customer Assist agents was announced in What's new in Webex Calling in September 2026 and is driven by administrator configuration.
    What's new in Webex Calling · September 15, 2026 and September 29, 2026 / Auto Answer capability for Customer Assist agents · Checked 2026-10-01
  8. 8
    Screen pop, wrap-up reasons and wrap-up timer, agent and queue analytics, and auto answer are Customer Assist features that basic Webex Calling call queues lack.
    Webex Calling Call Queue and Customer Assist feature comparison · Comparison table · Checked 2026-10-01
  9. 9
    Webex Calling call queue supervisors use #82 for silent monitoring, #85 for coaching, *33 for barge-in and #86 for take over, each followed by the agent's extension or number.
    Configure Call Queue · Supervisor feature access codes · Checked 2026-10-01
  10. 10
    On a basic Webex Calling call queue, supervisor functions are available only through feature access codes, while Customer Assist gives supervisors a Webex App supervisor view.
    Webex Calling Call Queue and Customer Assist feature comparison · Comparison table / Supervisor row · Checked 2026-10-01
  11. 11
    Basic Call Queue is included in the Webex Calling Professional license and is not available on the Standard license.
    Configure Call Queue · Overview · Checked 2026-10-01
  12. 12
    Basic Webex Calling call queues support Weighted routing with at most 100 agents, alongside Circular, Top Down, Longest Idle and Simultaneous.
    Configure Call Queue · Call routing / agent limits · Checked 2026-10-01
  13. 13
    Real-time queue view and inbound screen pop for Customer Assist agents are available only in the Webex App desktop client.
    Webex Calling Customer Assist · Agent features / Limitations · Checked 2026-10-01
  14. 14
    Cisco positions Customer Assist for customers who need basic, professional contact center capabilities and do not need a comprehensive contact center solution.
    Webex Calling Customer Assist · Overview · Checked 2026-10-01
  15. 16
    The Customer Assist license is sold separately from the Professional license through Cisco Collaboration Flex Plan 3.0.
    Webex Calling Call Queue and Customer Assist feature comparison · Comparison table / License row · Checked 2026-10-01
  16. 17
    For Customer Assist queues in India, the queue's location and the agent's location must have the same PSTN provider, country and zone.
    Webex Calling Customer Assist · Limitations · Checked 2026-10-01
  17. 18
    Customer Assist queue settings include the options Allow agents to join or unjoin the queue and Allow agents on active calls to take additional calls.
    Webex Calling Customer Assist · Create a Customer Assist queue / Basics and Queue settings · Checked 2026-10-01
  18. 19
    Admins assign Customer Assist licenses in Control Hub at organization, group or user level; at organization level the path is Management > Users > Licenses > License assignment > Edit, then they choose Customer Assist.
    Webex Calling Customer Assist · Assign Customer Assist licenses · Checked 2026-10-01
  19. 20
    Customer Assist licenses can be assigned in bulk by downloading the user CSV template, entering TRUE in the Customer Assist columns and uploading the file.
    Webex Calling Customer Assist · Assign Customer Assist licenses / bulk assignment · Checked 2026-10-01
  20. 21
    A Webex Calling Customer Assist license includes a Webex Calling Professional license.
    Webex Calling Customer Assist · Overview / License prerequisites · Checked 2026-10-01
  21. 22
    Control Hub does not allow a Webex Calling Standard license and a Customer Assist license on the same user.
    Webex Calling Customer Assist · License prerequisites · Checked 2026-10-01
  22. 23
    Customer Assist does not support an agent being signed in to multiple Webex desktop apps at the same time.
    Webex Calling Customer Assist · Limitations · Checked 2026-10-01
  23. 24
    The Customer Assist article says provisioning is through Control Hub and bulk upload only in this phase and that public APIs are not supported.
    Webex Calling Customer Assist · Limitations · Checked 2026-10-01
  24. 25
    Workspaces and virtual lines cannot be assigned as agents of Customer Assist queues.
    Webex Calling Customer Assist · Limitations · Checked 2026-10-01
  25. 26
    Customer Assist features apply only to the primary line in Webex App, not to secondary or shared lines.
    Webex Calling Customer Assist · Limitations · Checked 2026-10-01
  26. 27
    A Customer Assist queue holds at most 1,000 agents, or 50 agents when it uses Simultaneous routing.
    Webex Calling Customer Assist · Limitations / Queue limits · Checked 2026-10-01
  27. 28
    Control Hub has a Queue Call Details report for Customer Assist, and custom report templates can use Customer Assist report filters.
    What's new in Control Hub · January 2026 / New Queue Call Details report for Webex Calling Customer Assist; Custom templates now support Customer Assist report filters · Checked 2026-10-01
  28. 29
    A Customer Assist queue holds at most 250 calls, and a location holds at most 1,000 Customer Assist queues.
    Webex Calling Customer Assist · Limitations / Queue limits · Checked 2026-10-01
  29. 30
    When a Customer Assist queue is enabled for recording, its calls are recorded whether or not the individual agent has recording enabled.
    What's new in Webex Calling · June 18, 2026 / Customer Assist: Call queue call recording · Checked 2026-10-01
  30. 31
    Customer Assist queues route calls either Priority Based (Circular, Top Down, Longest Idle or Simultaneous) or Skill Based.
    Webex Calling Customer Assist · Create a Customer Assist queue / Call routing page · Checked 2026-10-01
  31. 32
    The Queue settings page of the Customer Assist queue wizard is where screen pop, overflow settings and the agent notification tone are configured.
    Webex Calling Customer Assist · Create a Customer Assist queue / Queue settings page · Checked 2026-10-01
  32. 33
    The Customer Assist queue creation wizard runs through Basics, Call routing, Queue settings, Announcements, Select agents, Assign license and Review pages.
    Webex Calling Customer Assist · Create a Customer Assist queue · Checked 2026-10-01
  33. 34
    Webex Customer Experience Essentials was renamed Webex Calling Customer Assist, and existing Essentials licenses, agents, supervisors and queues moved to Customer Assist automatically.
    What's new in Webex Calling · May 15, 2025 / Webex Customer Experience Essentials is now Webex Calling Customer Assist · Checked 2026-10-01
  34. 35
    The Customer Assist Queue Stats and Queue Agent Stats reports include outbound and call back data.
    What's new in Webex Calling · July 28, 2026 / Outbound and call back data added to Customer Assist reports · Checked 2026-10-01
  35. 36
    Customer Assist screen pop is turned on per queue and configured with a screen pop URL, a desktop label and optional query parameters as key-value pairs.
    Webex Calling Customer Assist · Configure screen pop · Checked 2026-10-01
  36. 37
    Screen pop parameters can use the variables {{NewPhoneContact.ANI}}, {{NewPhoneContact.DNIS}}, {{NewPhoneContact.InteractionID}}, {{AgentAnswered.AgentID}}, {{AgentAnswered.AgentName}}, {{AgentAnswered.QueueID}}, {{AgentAnswered.QueueName}} and {{AgentAnswered.TenantID}}.
    Webex Calling Customer Assist · Configure screen pop / variables table · Checked 2026-10-01
  37. 38
    The supervisor Agents tab in Webex App lists each agent's name, state, state duration, queue, contact status and time in contact.
    Get started with Webex Calling Customer Assist for Supervisors · Monitor agents · Checked 2026-10-01
  38. 39
    Inferred from the vendor statements: supervisors and agents who will use screen pop, queue views or monitoring need the Webex App desktop client, so a test plan must use desktop clients rather than mobile or desk phones alone.inferred
    Webex Calling Customer Assist · Agent features and Supervisor features / Limitations · Checked 2026-10-01
  39. 40
    A supervisor can change an agent's state between Available and Unavailable from More options > Change Agent state, and add or remove the agent from queues with Join agent to queue.
    Get started with Webex Calling Customer Assist for Supervisors · Change agent state / Join agent to queue · Checked 2026-10-01
  40. 41
    The supervisor historical queue view in Webex App accepts a custom date range of up to 92 days, and scheduling reports from Webex App is not supported.
    Get started with Webex Calling Customer Assist for Supervisors · Historical queue view / Limitations · Checked 2026-10-01
  41. 42
    A supervisor clicks an agent and then Monitor to listen to a live call, can switch to Whisper Coach to speak only to the agent, or Barge to join the call with the agent and customer.
    Get started with Webex Calling Customer Assist for Supervisors · Monitor a call · Checked 2026-10-01
  42. 43
    A Customer Assist supervisor can have at most 100 assigned agents.
    Webex Calling Customer Assist · Limitations / Manage Customer Assist queue supervisors · Checked 2026-10-01
  43. 44
    Admins add Customer Assist supervisors per queue in Control Hub by selecting Customer Assist-licensed users and assigning agents to each supervisor.
    Webex Calling Customer Assist · Manage Customer Assist queue supervisors · Checked 2026-10-01
  44. 45
    Customer Assist supervisor functions are agent availability management, agent queue join and unjoin management, agent monitoring, and real-time agent and queue views.
    Webex Calling Customer Assist · Supervisor features · Checked 2026-10-01
  45. 46
    Admins can enable business texting on Customer Assist call queues so agents answer messages from text queues in Webex App.
    Webex Calling Customer Assist · Enable texting for Customer Assist call queues · Checked 2026-10-01
  46. 47
    Org-wide agent notification tones are set in Control Hub under Services > Calling > Service Settings > Notification tones for agents, with separate options for Monitoring, Supervisor Barge in and Coaching.
    Configure agent notification tone for supervisor functions · Configure at organization level · Checked 2026-10-01
  47. 48
    Each call queue or Customer Assist queue uses the organization's default notification tone settings unless the admin selects Define custom notification settings under Overview > General settings.
    Configure agent notification tone for supervisor functions · Configure at queue level · Checked 2026-10-01
  48. 49
    Inferred: because an upgraded queue cannot be downgraded, the only rollback for an upgraded queue is to rebuild a basic call queue by hand, so piloting on a new Customer Assist queue first carries less risk than upgrading a production queue.inferred
    Webex Calling Customer Assist · Upgrade a Webex Calling call queue to a Customer Assist queue · Checked 2026-10-01
  49. 50
    Once a Webex Calling call queue is upgraded to Customer Assist it cannot be downgraded.
    Webex Calling Customer Assist · Upgrade a Webex Calling call queue to a Customer Assist queue · Checked 2026-10-01
  50. 51
    Virtual lines and workspaces that are agents in a Webex Calling call queue are not carried over when the queue is upgraded to Customer Assist.
    Webex Calling Customer Assist · Upgrade a Webex Calling call queue to a Customer Assist queue · Checked 2026-10-01
  51. 52
    An existing Webex Calling call queue is upgraded from Services > Calling > Features > Call Queue > Manage, then the queue's More options > Upgrade queue, where the admin reviews the queue, chooses a subscription, reviews virtual lines and workspaces and clicks Upgrade.
    Webex Calling Customer Assist · Upgrade a Webex Calling call queue to a Customer Assist queue · Checked 2026-10-01
  52. 53
    Customer Assist does not support weighted routing; an upgraded queue that used weighted routing defaults to Top Down and can be changed after the upgrade.
    Webex Calling Customer Assist · Upgrade a Webex Calling call queue to a Customer Assist queue · Checked 2026-10-01
  53. 54
    Since July 2026 supervisors can generate Customer Assist reports from the Reports tab in Webex App.
    What's new in Control Hub · July 2026 / Generate Customer Assist reports in Webex App · Checked 2026-10-01
  54. 55
    Admins add Customer Assist wrap-up reasons manually or in bulk, assign them to queues and can set a default wrap-up reason per queue.
    Webex Calling Customer Assist · Manage Customer Assist wrap-up reason and timer · Checked 2026-10-01
  55. 56
    The wrap-up timer sets how many seconds an agent can stay in Wrapping Up, and defaults to 10 seconds when not configured.
    Webex Calling Customer Assist · Manage Customer Assist wrap-up reason and timer / Set wrap-up timer · Checked 2026-10-01
  56. 57
    Customer Assist is ordered through Collaboration Flex Plan 3.0 or through a service provider.
    Webex Calling Customer Assist · ordering section · Checked 2026-09-05
  57. 58
    4 names for this product appear across Cisco's own documentation: Customer Assist in the body, Customer Essentials and Customer Experience surviving in image alternative text, and Customer Experience Essentials Call Queue in a neighbouring article.
    Webex Calling Customer Assist · body text compared with image alternative text and the operating modes article · Checked 2026-09-05
  58. 59
    Cisco's feature comparison article compares Webex Calling Call Queue with Webex Calling Customer Assist and does not compare either with Webex Contact Center.
    Webex Calling Call Queue and Customer Assist feature comparison · title and comparison table · Checked 2026-09-05
  59. 60
    The article states that weighted routing is not supported in Customer Assist while a weighted value remains live in its bulk configuration format together with per agent weight columns.disputed
    Webex Calling Customer Assist · upgrade note compared with the bulk configuration reference · Checked 2026-09-05
  60. 61
    Workspaces and virtual lines cannot be assigned to Customer Assist queues, and Customer Assist agents must hold Customer Assist licenses.
    Webex Calling Customer Assist · Limitations; Assign agents · Checked 2026-09-30
  61. 62
    An existing call queue can be upgraded to a Customer Assist queue, keeping its agents and settings; the upgrade removes workspaces and virtual lines, changes a Weighted pattern to Top Down, and cannot be downgraded.
    Webex Calling Customer Assist · Upgrade a call queue to a Customer Assist queue; Limitations · Checked 2026-09-30
  62. 63
    The call queue setting 'Allow agents to join or unjoin the queue' lets agents control their own membership, and agents added when the queue is created start as joined.
    Configure Call Queue · On the Select Agents page; Manage call queue agents, join/unjoin · Checked 2026-09-30
  63. 64
    The Customer Assist wrap-up timer is documented with a default of 10 seconds and a settable range whose minimum is 1 minute, so the default falls below the article's own stated minimum.disputed
    Webex Calling Customer Assist · Set wrap-up timer · Checked 2026-09-05
  64. 65
    A Customer Assist agent set to Available receives queue calls, an agent set to Unavailable does not, and an agent in Wrapping Up is finishing post-call work and does not receive new calls.
    Get started with Webex Calling Customer Assist for Agents · Agent states · Checked 2026-09-30
  65. 66
    Webex Calling Customer Assist does not support recordings that include consults or transfers, and does not record calls transferred out of the queue.disputed
    Webex Calling Customer Assist · Manage queue recordings > Limitations · Checked 2026-09-05

Documents

tier 2 current vendor documentation

Configure agent notification tone for supervisor functions

Cisco · 2025-05-15 · accessed 2026-10-01

tier 2 current vendor documentation

Configure Call Queue

Cisco Systems, Inc. (Webex Help Center) · 2026-07-23 · accessed 2026-09-16

tier 2 current vendor documentation

Get started with Webex Calling Customer Assist for Agents

Cisco Systems · 2026-06-30 · accessed 2026-09-05

tier 2 current vendor documentation

Get started with Webex Calling Customer Assist for Agents

Cisco Webex Help Center · 2026-06-30 · accessed 2026-09-30

tier 2 current vendor documentation

Get started with Webex Calling Customer Assist for Supervisors

Cisco · 2026-07-30 · accessed 2026-10-01

tier 2 current vendor documentation

Webex Calling Call Queue and Customer Assist feature comparison

Cisco Webex Help Center · 2026-09-15 · accessed 2026-09-30

tier 2 current vendor documentation

Webex Calling Call Queue and Customer Assist feature comparison

Cisco Systems, Inc. (Webex Help Center) · 2025-05-15 · accessed 2026-09-05

tier 2 current vendor documentation

Webex Calling Customer Assist

Cisco Systems, Inc. (Webex Help Center) · 2026-08-31 · accessed 2026-09-15

tier 2 current vendor documentation

What's new in Control Hub

Cisco · 2026-09-01 · accessed 2026-10-01

tier 2 current vendor documentation

What's new in Webex Calling

Cisco Systems · 2026-09-05 · accessed 2026-09-05

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up Webex Customer Assist on Webex Calling. WarmTransfer. https://warmtransfer.net/guides/webex-customer-assist-setup

BibTeX

@misc{warmtransfer-webex-customer-assist-setup,
  title  = {Setting up Webex Customer Assist on Webex Calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/webex-customer-assist-setup},
  note   = {Verified 2026-10-01}
}