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Setting up Webex AI Assistant for Webex Contact Center agents

Webex Contact Center

Verified 2026-10-01 · 108 sources · tier 2 · 3 disputed

For Webex Contact Center administrators who edit Control Hub AI Features settings, user profiles, desktop layouts and Flow Designer flows in an organization that has bought the AI Assistant add-on.

This guide turns on Cisco AI Assistant features for Webex Contact Center from the Control Hub page at Services > Contact Center > Desktop Experience > AI Features 1. Cisco describes AI Assistant as a paid add-on whose features are visible only to organizations that have paid for it and whose administrator has turned the specific feature on 63.

Before you start

Prerequisites

  • Your organization must have purchased the AI Assistant add-on SKU A-FLEX-AI-ASST before any AI Assistant feature can be enabled 44 64.
  • Use an administrator account for this work, because in Control Hub the Supervisor role can reach only business hours (shifts, holidays and overrides) 65.
  • The AI Assistant reports used to confirm adoption need Supervisor or Administrator privileges to access Analyzer 3.
  • Media streaming for transcription requires access to the Next Generation Media Platform (RTMS) 48.

Inventory

  • AI Features in Control Hub can be configured at organization level, at queue level for selected or all queues, and at agent level for selected or all agents, so list the queues and agents in scope before you start 66.
  • Record which teams use a custom desktop layout, because assigning a custom layout to a team overrides the global layout, which is the default for all teams 67.
  • Note each supervisor's primary team, because the layout of that team is applied when a supervisor signs in to the Desktop 68.
  • List the flows that feed the in-scope queues, because real-time transcription needs a Start Media Stream activity added in Flow Designer 69.
  • List the languages your calls use, because AI Assistant defaults to English (en-US) when no language is configured in the flow 13.
  • Identify agents who handle voice interactions and use Agent Desktop as a stand-alone application, because burnout detection and wellness breaks are supported only for them 59 58.
  • If you plan Real-Time Assist, identify at least 1 knowledge base to create or link 35.

Out of scope

  • Enabling AI Assistant in Control Hub does not configure Topic Analytics, which is configured separately in Desktop, so this guide leaves it out 70 51.
  • Organizations with the AI Assistant and AI Quality Management bundle can enable features of both on the same AI Features page, and this guide covers only the AI Assistant features 29.
  • Webex AI Agent is a separate product and SKU from AI Assistant, so its setup is not part of this guide 71.

See also Setting up call recording in Webex Contact Center. See also Customizing the Webex Contact Center Agent Desktop layout. See also The Start Media Stream activity and what feeds on it. See also Troubleshooting Webex AI Assistant summaries and transcripts that do not appear.

What changes by situation

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

Which desktop layout do your agents and supervisors use?
Which queues get the queue-level features such as summaries and real-time transcripts?
What language do the calls in scope use?
Who gets burnout detection and wellness breaks?
Will you deploy Real-Time Assist in this rollout?

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

Step 1 Confirm licensing and platform prerequisites

Do

  • Confirm the organization has the A-FLEX-AI-ASST add-on, because AI Assistant features are visible only to customers who have paid for it 44 27.
  • AI Assistant licenses and their minutes are pooled and shared across all agents in the organization rather than assigned per agent 22.
  • Cisco states that each AI Assistant unit covers up to 1,500 minutes of voice or 1,000 digital sessions, or a proportional mix of the 2 72.
  • Voice usage is metered per second of the agent's interaction with the contact, excluding IVR, queue and wrap-up time 24.
  • Cisco defines 1 digital session as up to 10 inbound messages from an end user to an agent, and counts an additional session for every further 10 inbound messages or any fraction of 10 73 21.
  • Confirm access to the Next Generation Media Platform (RTMS), which media streaming for transcription requires 48.
  • The next generation media platform is the default for all new Webex Contact Center trials and subscriptions during activation 74.

Verify

  • License consumption is visible on the Current Usage card of the Contact Center landing page in Control Hub, with daily reconciliation detail views 23.
  • Open Services > Contact Center > Desktop Experience > AI Features in Control Hub and confirm the page loads 1 75.

Step 2 Review data handling for your tenant's region

Do

  • Find your tenant's data center: the Country of Operation chosen in the setup wizard decides it, and the system creates the tenant in the data center closest to that country 76.
  • AI Assistant uses Azure OpenAI, processed in N. Virginia and N. California for the US, London for the UK, Frankfurt for the EU and Mumbai for India 8.
  • For Canada, Japan, Australia and Singapore tenants, AI Assistant Azure OpenAI processing is marked Global, meaning requests can end up in any data center globally 9.
  • Cisco states that customer data, including prompts and audio, is never used to train, retrain or improve foundation models owned by its sub-processors 10.
  • Cisco's general Webex AI privacy article says Cisco does not retain customer input data after inference and that Microsoft, as model provider, does not store Cisco customer data 11.
  • Cisco warns that setting a data retention period of 180 days or less may affect the performance and availability of certain AI features, and does not name which features 77.
  • Cisco states that enabling AI features may limit access to voice transcripts, in addition to the effect of any retention policy 78.
  • The media streaming article says nothing about telling the caller or the agent that a stream is running, and does not mention consent, notice, legal basis or compliance 79.

Verify

  • Suggested check: get written sign-off from your privacy or compliance owner on where processing runs for your region before you turn on any feature.

Step 3 Confirm call recording and agent notifications

Do

  • Confirm call recording is enabled, because AI Assistant features that need post-call processing, including generated summaries, wellness breaks and Auto CSAT, require it 30 80 81.
  • Ask agents to enable notifications on the Agent Desktop, which AI Assistant features such as wellness breaks require 25.
  • With notifications enabled, agents are also alerted when new Real-Time Assist suggestions are available 34.

Verify

  • Suggested check: place a test call on an in-scope queue and confirm a recording exists for it.
  • Suggested check: confirm the test agent's browser allows desktop notifications.

Step 4 Give users AI Assistant access in their user profiles

Do

  • Edit the user profiles of the in-scope agents and supervisors and include AI Assistant in their access, as part of the Desktop Experience settings in the profile 52.
  • Beyond the purchased add-on, individual users need this access for the feature to appear 82.

Verify

  • Suggested check: reopen each edited profile, confirm the access setting saved, and sign in a test agent who uses that profile.

Rollback

  • Remove AI Assistant from the Desktop Experience access in the profile, since users need it included there for the features to appear 82 52.

Step 5 Make the desktop layout show AI Assistant

The Global Desktop Layout

Do

Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out header as number 1.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
  • No layout change is needed, because AI Assistant is enabled automatically with the Global Desktop Layout 20.
  • The Global Layout also needs no change for real-time transcripts 40.
  • The Global Layout is the system-generated layout assigned by default when a team is created 83.

Verify

  • Suggested check: sign in a test agent and confirm the assistant control appears in the desktop header.

A custom desktop layout assigned through the team

Do

Webex Contact Center Agent DesktopAn original schematic of Webex Contact Center Agent Desktop during a voice call: the header across the top with the state selector and outdial and the user profile at the top right, the navigation bar on the left, the task list at the top left, the interaction control pane with its call buttons at the top centre, and the auxiliary information pane below it. The regions sit where Cisco describes them; the order of the controls inside the header and the pane and the place of the Wrap Up Reasons dialog, which opens after End, are approximate. This drawing picks out header as number 1 and auxiliary information pane as number 14.123456789101112131415
Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.
  • Open the layout in Control Hub under Services > Contact Center > Desktop Experience > Desktop Layouts 84.
  • The layout JSON has separate sections for 3 personas: agent, supervisor and supervisorAgent 85.
  • Add an entry with comp set to ai-assistant in the advancedHeader array for each relevant persona 20.
  • If you will use real-time transcripts, give the panel section the visibility attribute RT_TRANSCRIPT for the agent, supervisor and agent-supervisor personas 40.
  • The panel section defines the Auxiliary Information pane 86.
  • All properties in the desktop layout JSON are case sensitive 87.
  • We infer that the reviewed Cisco layout articles do not document upload validation checks or error messages, so the only documented guards before upload are case sensitivity, reserved navigateTo values, value ranges and the ROOT sublayout loop 88.
  • Save the change by opening the layout in Desktop Layouts, changing its details and clicking Save 89.
  • Agents who are signed in when a new layout is assigned must reload the page to see it 90.
  • Teams on a custom layout need the layout definition refreshed periodically to pick up new Desktop features 91.

Verify

  • Suggested check: sign in a test agent on a team that uses the layout, reload the page, and confirm the assistant control appears in the header and, if configured, the transcript panel appears.

Rollback

  • Suggested rollback: upload the previous layout file again and save it.
  • Downloading the Default Desktop Layout.json file and uploading it again makes it a modified layout even if neither the content nor the filename changed 92.

Step 6 Enable generated summaries

Every queue

Do

  • On the AI Features page, turn on Generated summaries and choose among mid-call (transfer and consult), call drop, virtual agent transfer and wrap-up summaries, which are separately selectable 50.
  • Generated summaries are enabled at queue level, so apply them to all queues, then save 49.

Verify

  • On a test call, let the customer disconnect: the wrap-up summary is generated automatically and captures the reason for the call, actions taken, status and follow-up items 62.
  • Drop a test call and call back: AI Assistant generates a summary for the next agent so the customer does not have to repeat information 7.

Rollback

  • Suggested rollback: turn the summaries feature off, or clear individual summary types, then save.

A pilot set or a defined subset of queues

Do

  • On the AI Features page, turn on Generated summaries and choose among mid-call (transfer and consult), call drop, virtual agent transfer and wrap-up summaries, which are separately selectable 50.
  • Generated summaries are enabled at queue level, so select only the in-scope queues, then save 49.

Verify

  • On a test call to an in-scope queue, let the customer disconnect: the wrap-up summary is generated automatically and captures the reason for the call, actions taken, status and follow-up items 62.
  • Drop a test call to an in-scope queue and call back: AI Assistant generates a summary for the next agent 7.
  • Suggested check: repeat the test on an out-of-scope queue and confirm no summary appears.

Rollback

  • Suggested rollback: remove queues from the selection, or turn the summaries feature off, then save.

Step 7 Enable real-time transcription and start media streaming in flows

Every queue

Do

  • In the queue-level settings of the AI Features page, turn on Real-time transcriptions for all queues; the setting applies to inbound and outbound calls 42.
  • Transcription for all queues needs a manual flow edit: add a Start Media Stream activity in Flow Designer directly after the AgentAnswered event for inbound calls or the OutboundCall event for outbound calls 69.
  • Sources disagree on the event name, because the media streaming procedure uses AgentAnswered and that name does not appear in the Flow Designer article's event handler list 93.
  • The media streaming article says queue-level conditional logic is unnecessary when streaming all calls, and never says how to enable streaming for all calls 94.
  • Before editing, record the published flow, because Flow Designer has no version control and its version number only counts how many times the flow has been published 95.

Verify

  • Real-time transcriptions apply to both inbound and outbound calls, so test both directions 42.
  • Suggested check: on an inbound and an outbound test call, confirm the agent sees a live transcript.
  • Expect no transcript on a consult leg, because media streaming does not work there, for example during consult or transfer calls 47.

Rollback

  • Suggested rollback: turn real-time transcriptions off, remove the added media stream activity from each flow, and publish the flows again.
  • Flow Designer undo and redo covers only the last 10 canvas actions 96.

A pilot set or a defined subset of queues

Do

  • In the queue-level settings of the AI Features page, turn on Real-time transcriptions for specific queues only 42.
  • In each flow, create a boolean global variable defaulting to False, set it to True with a Set Variable activity before Queue Contact for the in-scope queues, and gate Start Media Stream in the event flow with a Condition activity 45.
  • Sources disagree on where the Condition activity sits, because the media streaming procedure places it after the AgentAnswered event and that name does not appear in the Flow Designer article's event handler list 93.
  • Before editing, record the published flow, because Flow Designer has no version control and its version number only counts how many times the flow has been published 95.

Verify

  • Suggested check: confirm a call on an in-scope queue shows a live transcript and a call on an out-of-scope queue does not.
  • Expect no transcript on a consult leg, because media streaming does not work there, for example during consult or transfer calls 47.

Rollback

  • Suggested rollback: set the variable default back to False or remove the gated streaming branch, publish each flow again, and turn real-time transcriptions off for the queues.
  • Flow Designer undo and redo covers only the last 10 canvas actions 96.

Step 8 Set the transcript language

US English only

Do

  • Leave the flow language unset, because AI Assistant defaults to English (en-US) when no language is configured in the flow 13.
  • For digital interactions, the skill's Language tab in Webex AI Studio defaults to English 14.

Verify

  • Suggested check: confirm the test transcript from step 7 is in English.

One or more non-English languages or a mix

Do

  • Cisco says AI Assistant multi-language support is introduced in phases and availability may differ by feature, locale and SKU 18.
  • Sources disagree on language coverage: the 2026-06-18 What's New lists 15 GA and 13 Controlled Availability languages for real-time transcripts, summaries, Real-time Assist, Auto CSAT and wellness breaks 60, Cisco's multi-language article dated 19 June 2026 lists 17 locales at General Availability 97, while the AI Assistant FAQ states English only with non-English languages in Beta 98.
  • Flow-level language selection works only if the feature flags for the required languages are enabled for the organization 15.
  • In each flow, assign the language code, such as es-ES, to the Global_Language variable with a Set Variable activity placed before Queue Contact, then publish the flow 17.
  • For digital interactions, set the language on the skill's Language tab in Webex AI Studio 14.

Verify

  • Suggested check: run a test call through each edited flow and confirm the transcript is in the selected language.
  • If no language is configured in the flow, AI Assistant defaults to English (en-US) 13.

Rollback

  • Suggested rollback: remove the language assignment from each flow, or set it back to US English, then publish again.

Step 9 Enable sentiment analysis and Auto CSAT

Every queue

Do

  • Turn on Sentiment analysis for the queues; it is enabled per queue and requires real-time transcription on those queues with flows updated to start transcription, which step 7 set up 43 99.
  • Cisco describes Sentiment Analysis as part of Webex AI Quality Management, categorizing completed interactions as Positive, Neutral or Negative 100.
  • A What's New entry dated 2026-03-26 moved Auto CSAT to queue-level settings and migrated existing agent-level configuration automatically 61.
  • The feature table in the enablement article still lists Auto CSAT as Agent-scoped, so turn it on wherever your AI Features page shows it 101.
  • When enabling Auto CSAT for all queues, choose Experience Management, whose CSAT survey questions train the model, or a Global Variable that stores survey responses, then save 102 6.

Verify

  • The AI Assistant reports in Analyzer include an Auto CSAT report 2.
  • Suggested check: after test calls, confirm the satisfaction report has data.

Rollback

  • Suggested rollback: turn sentiment analysis and the automatic satisfaction score off, then save.

A pilot set or a defined subset of queues

Do

  • Turn on Sentiment analysis only for queues that also have real-time transcription, because it is enabled per queue and requires transcription on the selected queues 43 99.
  • Cisco describes Sentiment Analysis as part of Webex AI Quality Management, categorizing completed interactions as Positive, Neutral or Negative 100.
  • A What's New entry dated 2026-03-26 moved Auto CSAT to queue-level settings, so select the in-scope queues there 61.
  • If your page instead shows Auto CSAT as an agent-level setting, as the enablement article's feature table lists it, select the agents who serve those queues 101.
  • Choose either Experience Management or a Global Variable that stores survey responses as the source, then save 6.

Verify

  • The AI Assistant reports in Analyzer include an Auto CSAT report 2.
  • Suggested check: after test calls, confirm the satisfaction report has data only for the in-scope queues.

Rollback

  • Suggested rollback: clear the queue or agent selection, or turn both features off, then save.

Step 10 Configure agent wellbeing

Every agent

Do

  • In the agent-level settings of the AI Features page, turn on Agent well being and apply it to all agents 53.
  • Optionally select idle codes to exclude from burnout analysis, and turn wellness break reminders on or off 56.
  • Burnout detection and wellness breaks are supported for agents handling voice interactions 59.
  • Wellness breaks are supported only for agents using Agent Desktop as a stand-alone application 58.
  • Sources disagree on language support: the AI Assistant FAQ states English only with non-English languages in Beta 98, while a What's New entry dated 2026-06-18 includes wellness breaks in its expanded language support 60.
  • Tell agents and supervisors that wellness breaks are 1 minute long, offered between call assignments, at most 1 per 90 minutes and 3 per shift 54.

Verify

  • An agent on a wellness break is placed in a dedicated idle code named WellbeingBreak 57.
  • The AI Assistant reports in Analyzer include an Agent Wellness Breaks report 2.
  • Suggested check: after live traffic, confirm the wellness break report has entries and that agents on a break show the dedicated idle code.

Rollback

  • Suggested rollback: turn the wellbeing feature off, then save.

Named agents only such as a pilot team

Do

  • In the agent-level settings of the AI Features page, turn on Agent well being and select specific agents on the Agents tab 53.
  • Optionally select idle codes to exclude from burnout analysis, and turn wellness break reminders on or off 56.
  • Burnout detection and wellness breaks are supported for agents handling voice interactions 59.
  • Wellness breaks are supported only for agents using Agent Desktop as a stand-alone application 58.
  • Sources disagree on language support: the AI Assistant FAQ states English only with non-English languages in Beta 98, while a What's New entry dated 2026-06-18 includes wellness breaks in its expanded language support 60.
  • Tell the selected agents and their supervisors that wellness breaks are 1 minute long, offered between call assignments, at most 1 per 90 minutes and 3 per shift 54.

Verify

  • An agent on a wellness break is placed in a dedicated idle code named WellbeingBreak 57.
  • The AI Assistant reports in Analyzer include an Agent Wellness Breaks report 2.
  • Suggested check: confirm only the selected agents ever show the dedicated idle code and appear in the wellness break report.

Rollback

  • Suggested rollback: remove agents from the selection or turn the wellbeing feature off, then save.

Nobody for now

Do

  • Leave Agent well being off in the agent-level settings of the AI Features page 53.

Verify

  • An agent on a wellness break is placed in a dedicated idle code named WellbeingBreak 57.
  • Suggested check: confirm no agent is ever placed in that idle code.

Step 11 Configure Real-Time Assist

Yes with a knowledge base and AI Assistant skills

Do

  • Real-Time Assist is the current name of the feature formerly called Suggested Responses 33.
  • Confirm its prerequisites: the Webex Contact Center Flex 3.0 platform, the A-FLEX-AI-ASST SKU, media forking in Flow Designer for voice queues, Webex Connect enabled, role-based access to the Real-Time Assist settings and real-time transcription for voice 37.
  • Real-Time Assist supports inbound and outbound voice calls, which need media streaming and transcription, and inbound digital interactions such as chat and email 32.
  • Digital channels for Webex Contact Center are configured through Webex Connect, and their flows are built there rather than in Flow Designer 103.
  • Create or link at least 1 knowledge base to the AI Assistant skills Real-Time Assist uses 35.
  • From the Manage AI Assistant skills link in Control Hub, create a skill in AI Studio with a goal, profile instructions, a linked knowledge base and optional actions, then save and publish it 39.
  • Decide for each action whether it runs moderated, where the agent reviews it before execution, or unmoderated, where it executes autonomously 31.
  • Assign the skill to queues, selecting up to 50 queues per batch 38.
  • A queue can be linked to only 1 AI Assistant skill, while a skill can be linked to many queues 36.
  • Cisco's transparency note states Real-time Assist is powered by a third-party large language model from Microsoft's Azure OpenAI Service 104.

Verify

  • Agents request suggestions with a Get Assistance control 34.
  • The AI Assistant reports in Analyzer include a Real-Time Assist KPIs report 2.
  • Suggested check: on an in-scope voice call and an inbound digital interaction, have the agent request assistance, confirm a suggestion arrives, and confirm the matching report has data.

Rollback

  • A skill cannot be deleted while it is linked to queues, so unassign it from its queues first 36.
  • Suggested rollback: after unassigning the skill, turn the feature off and save.

Not in this rollout

Do

  • Leave Real-Time Assist turned off, because AI Assistant features are visible only where the administrator has turned the specific feature on 63.

Verify

  • Agents request Real-Time Assist suggestions with a Get Assistance control 34.
  • Suggested check: confirm agents on in-scope queues do not see that control.

Step 12 Verify adoption in Analyzer

Do

  • As a supervisor or administrator, open Analyzer at Stock Reports > Historical Reports > Agent Reports 3.
  • Review the reports for each feature you enabled, from Agent Wellness Breaks, Auto CSAT, Dropped Call Summaries, Agent Summary, Real-time Transcription KPIs, Real-Time Assist KPIs and Post-Call and Mid-Call Summary KPIs 2.
  • The list also includes Topic Analytics, which enabling AI features in Control Hub does not configure 2 51.
  • Compare consumption on the Current Usage card with your purchased minutes, remembering that each AI Assistant license provides 1,500 minutes metered per second of agent interaction 23 24.

Verify

  • Suggested check: confirm every report for an enabled feature has data for the in-scope queues or agents.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex, Cisco Collaboration Flex 3.0 Contact Center, and Cisco Webex AI Agent. Deployments: cloud and multi-tenant. Sources checked 2026-10-01. The 2026-03-26 What's New entry consolidated AI feature enablement and moved Auto CSAT and real-time transcriptions to queue-level settings 61. The expanded language support described in this guide dates from a What's New entry of 2026-06-18 60. Tenants in Canada, Japan, Australia and Singapore have AI Assistant Azure OpenAI processing marked Global 9. Cisco's architecture article states Webex Contact Center is deployed in Amazon Web Services 105. Cisco's data sheet lists AI Assistant as available on Webex Contact Center, WxCCE, UCCE and PCCE 106.

What remains uncertain

  • Sources disagree on the agent-answer event name, because the media streaming procedure uses AgentAnswered and that name does not appear in the Flow Designer article's event handler list 93.
  • Sources disagree on non-English support: the AI Assistant FAQ states English only with other languages in Beta 98, while the multi-language article lists 17 locales at General Availability 97.
  • The enablement article's feature table lists Auto CSAT and Real-Time Assist as Agent-scoped 101, while the 2026-03-26 What's New entry moved Auto CSAT to queue-level settings 61 and the Real-Time Assist guide assigns skills to queues 38.
  • WarmTransfer's reading of the sources is that articles last updated before the 2026-03-26 consolidation, such as the wellness-break and Real-Time Assist admin articles, describe a menu path that may no longer match the Desktop Experience > AI Features page 26.
  • The media streaming article does not state what happens to a stream already running when a consult begins 107.
  • The media streaming article states no retention period, storage location or deletion behaviour for streamed media or anything derived from it, and no authentication, authorisation or encryption property for the stream 108.
  • Cisco does not name which AI features a retention period of 180 days or less may affect 77.
  • The exact label of the AI Assistant access option in user profiles is not covered by the sources below.
  • The retention period for generated summaries is not covered by the sources below.
  • Whether these steps apply unchanged to deployments other than Webex Contact Center is not covered by the sources below.

See also

Configures

Depends on

Related to

Referenced by

Sources

  1. 1
    AI Assistant features are enabled in Control Hub under Services > Contact Center > Desktop Experience > AI Features.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Enable AI features (procedure steps) · Checked 2026-10-01
  2. 2
    The AI Assistant reports include Agent Wellness Breaks, Auto CSAT, Dropped Call Summaries, Agent Summary, Real-time Transcription KPIs, Topic Analytics, Real-Time Assist KPIs and Post-Call and Mid-Call Summary KPIs.
    AI Assistant reports in Analyzer · Report sections · Checked 2026-10-01
  3. 3
    The AI Assistant reports are in Analyzer under Stock Reports > Historical Reports > Agent Reports, and need Supervisor or Administrator privileges to access Analyzer.
    AI Assistant reports in Analyzer · Overview; Prerequisites · Checked 2026-10-01
  4. 4
    The enablement scope table in the enable-AI-features article lists Auto CSAT as an agent-level feature.disputed
    Enable AI Assistant features in Control Hub for Webex Contact Center · Feature table: Enablement scope column · Checked 2026-10-01
  5. 5
    The Auto CSAT procedure turns the feature on from the queue-level settings and applies it to all queues or to queues selected on the Queues tab.disputed
    Enable AI Assistant features in Control Hub for Webex Contact Center · Auto CSAT (procedure) · Checked 2026-10-01
  6. 6
    When enabling Auto CSAT the administrator selects either Experience Management (CSAT questions from surveys) or a Global Variable that stores survey responses.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Auto CSAT (procedure) · Checked 2026-10-01
  7. 7
    When a call drops, AI Assistant generates a summary for the next agent when the customer calls back, so the customer does not have to repeat information.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Generated summaries: Call drop summary · Checked 2026-10-01
  8. 8
    AI Assistant in Webex Contact Center uses Azure OpenAI, processed in N. Virginia and N. California for the US, London for the UK, Frankfurt for the EU and Mumbai for India.
    Data Security, Privacy, and Residency in Webex Contact Center · Table: Data Residency for AI Assistant in Webex Contact Center · Checked 2026-10-01
  9. 9
    For Canada, Japan, Australia and Singapore tenants, AI Assistant Azure OpenAI processing is marked Global, meaning requests can end up in any data center globally.
    Data Security, Privacy, and Residency in Webex Contact Center · Table: Data Residency for AI Assistant in Webex Contact Center, footnote · Checked 2026-10-01
  10. 10
    Cisco states that customer data, including prompts and audio, is never used to train, retrain or improve foundation models owned by its sub-processors.
    Data Security, Privacy, and Residency in Webex Contact Center · AI data handling section · Checked 2026-10-01
  11. 11
    Cisco's general Webex AI privacy article says Cisco does not retain customer input data after the inference process and that Microsoft, as model provider, does not store Cisco customer data.
    AI development, data privacy, security, and safety · Data privacy section · Checked 2026-10-01
  12. 12
    The retention table lists real-time audio and transcript at 0 days, purged immediately after the session ends.
    Data Security, Privacy, and Residency in Webex Contact Center · Table: Data Retention and Lifecycle Management · Checked 2026-10-01
  13. 13
    If no language is configured in the flow, AI Assistant defaults to English (en-US).
    Configuring language selection in Flow Designer for AI Assistant · Default behaviour · Checked 2026-10-01
  14. 14
    For digital interactions the AI Assistant language is set in Webex AI Studio on the skill's Language tab, which defaults to English.
    Multi-language Support for AI Assistant Features · Configure language for digital interactions · Checked 2026-10-01
  15. 15
    Flow-level language selection for AI Assistant works only if the feature flags for the required languages are enabled for the organization.
    Configuring language selection in Flow Designer for AI Assistant · Prerequisites · Checked 2026-10-01
  16. 16
    The multi-language article marks these locales General Availability for real-time transcription, summaries, Real-time Assist, Auto CSAT and wellness breaks: Bahasa, English en-US, French fr-FR and fr-CA, Greek, Hindi, Italian, Polish, Portuguese pt-PT and pt-BR, Romanian, Spanish es-ES and es-US, Tamil, Telugu and Thai.
    Multi-language Support for AI Assistant Features · Per-feature language tables, Status column · Checked 2026-10-01
  17. 17
    The voice transcript language is set per flow by assigning a language code such as es-ES to the Global_Language variable with a Set Variable activity placed before the Queue Contact activity, then publishing the flow.
    Configuring language selection in Flow Designer for AI Assistant · Configure language selection (procedure) · Checked 2026-10-01
  18. 18
    Cisco says AI Assistant multi-language support is introduced in phases and availability may differ by feature, locale and SKU.
    Multi-language Support for AI Assistant Features · Overview note · Checked 2026-10-01
  19. 19
    The multi-language article lists wellness breaks with the same language coverage as real-time transcription, including non-English languages.disputed
    Multi-language Support for AI Assistant Features · Wellness breaks language table · Checked 2026-10-01
  20. 20
    AI Assistant is enabled automatically with the Global Desktop Layout; a custom layout must add an entry with comp set to ai-assistant in the advancedHeader array for each relevant persona.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Agent well being: custom layout; Custom desktop layout updates · Checked 2026-10-01
  21. 21
    AI Assistant digital usage is metered in sessions of up to 10 messages, and each license includes 1,000 such sessions.
    Webex Contact Center license consumption and reporting · AI Assistant section · Checked 2026-10-01
  22. 22
    AI Assistant licenses and their minutes are pooled and shared across all agents in the organization rather than assigned per agent.
    Webex Contact Center license consumption and reporting · AI Assistant section · Checked 2026-10-01
  23. 23
    License consumption is visible on the Current Usage card of Control Hub's Contact Center landing page, with daily reconciliation detail views.
    Webex Contact Center license consumption and reporting · View license consumption · Checked 2026-10-01
  24. 24
    AI Assistant voice usage is metered per second of the agent's interaction with the contact, excluding IVR, queue and wrap-up time, and each AI Assistant license provides 1,500 minutes.
    Webex Contact Center license consumption and reporting · AI Assistant section · Checked 2026-10-01
  25. 25
    Agents must have notifications enabled on the Webex Contact Center Agent Desktop for AI Assistant features such as wellness breaks.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites · Checked 2026-10-01
  26. 26
    Articles last updated before the 2026-03-26 consolidation of AI enablement, such as the wellness-break and Real-Time Assist admin articles, describe an AI Assistant menu path that may no longer match the Desktop Experience > AI Features page.inferred
    Improve agent wellbeing and performance with burnout detection and wellness breaks · Configure burnout detection (admin steps) · Checked 2026-10-01
  27. 27
    Cisco AI Assistant for Webex Contact Center is a paid add-on, and its features are visible only to customers who have paid for the add-on.
    Cisco AI Assistant for Webex Contact Center · Overview · Checked 2026-10-01
  28. 28
    The AI Assistant overview groups AI-generated summaries, automated wellness breaks, real-time transcripts and Real-time Assist as agent features, and Auto CSAT, Sentiment Analysis and Topic Analytics as supervisor and analyst features.
    Cisco AI Assistant for Webex Contact Center · Features for agents; Features for supervisors and analysts · Checked 2026-10-01
  29. 29
    Organizations with the AI Assistant and AI Quality Management bundle can enable features of both on the same Control Hub AI Features page.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Overview (bundle note) · Checked 2026-10-01
  30. 30
    Call recording must be enabled for AI Assistant features that need post-call processing, including generated summaries, wellness breaks and Auto CSAT.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites; Generated summaries; Agent well being; Auto CSAT · Checked 2026-10-01
  31. 31
    Real-Time Assist actions run either moderated, where the agent reviews before execution, or unmoderated, where they execute autonomously.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Actions · Checked 2026-10-01
  32. 32
    Real-Time Assist supports inbound and outbound voice calls, which need media streaming and transcription, and inbound digital interactions such as chat and email.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Supported channels · Checked 2026-10-01
  33. 33
    Real-Time Assist is the current name of the AI Assistant feature formerly called Suggested Responses.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Article title · Checked 2026-10-01
  34. 34
    Agents request Real-Time Assist suggestions with a Get Assistance control, and with notifications enabled they are alerted when new suggestions are available.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Agent experience · Checked 2026-10-01
  35. 35
    Real-Time Assist needs at least one knowledge base created or linked to the AI Assistant skills it uses.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Prerequisites · Checked 2026-10-01
  36. 36
    A queue can be linked to only one AI Assistant skill, a skill can be linked to many queues, and a skill cannot be deleted while it is linked to queues.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Assign AI Assistant skills to queues: limitations · Checked 2026-10-01
  37. 37
    Real-Time Assist prerequisites are the Webex Contact Center Flex 3.0 platform, the A-FLEX-AI-ASST SKU, media forking in Flow Designer for voice queues, Webex Connect enabled, role-based access to the Real-Time Assist settings and real-time transcription for voice.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Prerequisites · Checked 2026-10-01
  38. 38
    When assigning an AI Assistant skill to queues, up to 50 queues can be selected per batch.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Assign AI Assistant skills to queues · Checked 2026-10-01
  39. 39
    AI Assistant skills for Real-Time Assist are created in AI Studio from Control Hub's Manage AI Assistant skills link, with a goal, profile instructions, a linked knowledge base and optional actions, and must be saved and published.
    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses) · Create AI Assistant skills · Checked 2026-10-01
  40. 40
    With a custom desktop layout, the panel section must carry the visibility attribute RT_TRANSCRIPT for the agent, supervisor and agent-supervisor personas; the Global Layout needs no change for real-time transcripts.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Real-time transcriptions: custom layout · Checked 2026-10-01
  41. 41
    The enable-AI-features article says to add the Start Media Stream activity after the AgentAccepted node on the event flow canvas, then save and publish the flow.disputed
    Enable AI Assistant features in Control Hub for Webex Contact Center · Real-time transcriptions: Manage flows steps · Checked 2026-10-01
  42. 42
    Real-time transcriptions are turned on in the queue-level settings of the AI Features page, for all queues or for specific queues, and apply to inbound and outbound calls.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Real-time transcriptions · Checked 2026-10-01
  43. 43
    Sentiment analysis is enabled per queue and requires real-time transcription to be enabled for the selected queues, with flows updated to start transcription.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Sentiment analysis · Checked 2026-10-01
  44. 44
    Webex Contact Center AI Assistant features require the customer to purchase the AI Assistant add-on SKU A-FLEX-AI-ASST.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites · Checked 2026-10-01
  45. 45
    To stream media only for some queues, create a boolean global variable defaulting to False, set it to True with a Set Variable activity before Queue Contact for those queues, and gate Start Media Stream in the event flow with a Condition activity.
    Enabling media streaming for specific queues · Conditional logic for specific queues · Checked 2026-10-01
  46. 46
    The media streaming article says to place the Start Media Stream activity on the event flow canvas after the AgentAnswered event.disputed
    Enabling media streaming for specific queues · Configure the event flow · Checked 2026-10-01
  47. 47
    Media streaming does not work on the consult leg, for example during consult or transfer calls.
    Enabling media streaming for specific queues · Limitations · Checked 2026-10-01
  48. 48
    Media streaming for transcription requires access to the Next Generation Media Platform (RTMS).
    Enabling media streaming for specific queues · Prerequisites · Checked 2026-10-01
  49. 49
    Generated summaries are enabled at queue level: the administrator applies them to all queues or selects specific queues, then saves.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Generated summaries · Checked 2026-10-01
  50. 50
    The Generated summaries section offers mid-call (transfer and consult) summaries, call drop summaries, virtual agent transfer summaries and wrap-up summaries as separately selectable options.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Generated summaries · Checked 2026-10-01
  51. 51
    Enabling AI features in Control Hub does not configure Topic Analytics; it is configured separately.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Topic analytics · Checked 2026-10-01
  52. 52
    Users need AI Assistant included in their user profile access, set as part of the Desktop Experience settings in the profile.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites · Checked 2026-10-01
  53. 53
    Agent well being is enabled under the agent-level settings of the AI Features page, applied to all agents or to agents selected on the Agents tab.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Agent well being · Checked 2026-10-01
  54. 54
    Wellness breaks are one minute long, offered between call assignments, at most one per 90 minutes and three per shift.
    Improve agent wellbeing and performance with burnout detection and wellness breaks · How wellness breaks work · Checked 2026-10-01
  55. 55
    The wellbeing article says burnout detection is supported only for English interactions.disputed
    Improve agent wellbeing and performance with burnout detection and wellness breaks · Prerequisites and limitations · Checked 2026-10-01
  56. 56
    Administrators can select idle codes to exclude from burnout analysis and can turn wellness break reminders on or off.
    Improve agent wellbeing and performance with burnout detection and wellness breaks · Configure burnout detection (admin steps) · Checked 2026-10-01
  57. 57
    An agent on a wellness break is placed in a dedicated idle code named WellbeingBreak.
    Improve agent wellbeing and performance with burnout detection and wellness breaks · How wellness breaks work · Checked 2026-10-01
  58. 58
    Wellness breaks are supported only for agents using Agent Desktop as a stand-alone application.
    Improve agent wellbeing and performance with burnout detection and wellness breaks · Prerequisites and limitations · Checked 2026-10-01
  59. 59
    Burnout detection and wellness breaks are supported for agents handling voice interactions.
    Improve agent wellbeing and performance with burnout detection and wellness breaks · Prerequisites and limitations · Checked 2026-10-01
  60. 60
    A What's New entry dated 2026-06-18 expanded AI Assistant language support to 15 GA and 13 Controlled Availability languages for real-time transcripts, summaries, Real-time Assist, Auto CSAT and wellness breaks.
    What's new for administrators in Webex Contact Center · Entry dated 2026-06-18: Expanded global language support · Checked 2026-10-01
  61. 61
    A What's New entry dated 2026-03-26 consolidated AI feature enablement, moved Auto CSAT and real-time transcriptions to queue-level settings and migrated existing agent-level configuration automatically.
    What's new for administrators in Webex Contact Center · Entry dated 2026-03-26: Simplified admin experience for AI features · Checked 2026-10-01
  62. 62
    The wrap-up summary is generated automatically after the customer disconnects and captures the reason for the call, actions taken, status and follow-up items.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Generated summaries: Wrap-up summary · Checked 2026-10-01
  63. 63
    The AI Assistant is described as a paid add-on for Webex Contact Center; its features are visible only to organizations/users who have paid for the add-on and whose administrator has turned the specific feature on.
    Cisco AI Assistant for Webex Contact Center · FAQ section · Checked 2026-09-04
  64. 64
    Customers must purchase a separate AI Assistant add-on identified by SKU 'A-FLEX-AI-ASST' before administrators can enable any AI Assistant feature.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-09-04
  65. 65
    In Control Hub the Supervisor role can reach only business hours (shifts, holidays and overrides).
    Webex Contact Center administrator roles and privileges · roles table, Supervisor row · Checked 2026-09-30
  66. 66
    AI Features in Control Hub can be configured at 3 levels: Organization level (org-wide plus further configuration), Queue level (selected queues or all queues), and Agent level (selected agents or all agents).
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-09-04
  67. 67
    Assigning a custom layout to a team overrides the global layout, which is the default layout for all teams.
    Manage desktop layouts · Create a desktop layout · Checked 2026-09-30
  68. 68
    When a supervisor signs in to the Desktop, the layout of the supervisor's primary team is applied.
    Create custom desktop layout · Overview · Checked 2026-09-30
  69. 69
    Enabling real-time transcription for all queues (rather than specific queues via conditional logic) requires manually adding a Start Media Stream activity in Flow Designer directly after the AgentAnswered event (inbound calls) or OutboundCall event (outbound calls).
    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable real-time transcriptions section · Checked 2026-09-04
  70. 70
    Enabling AI Assistant in Control Hub does not configure or control Topic Analytics; Topic Analytics must be configured separately in Desktop.
    Enable AI Assistant features in Control Hub for Webex Contact Center · footnote after feature table · Checked 2026-09-04
  71. 71
    Webex AI Agent (a separate product/SKU from AI Assistant) is also licensed in units, but with different metering: scripted agents provide 1600 minutes of voice or 4800 digital sessions per unit, while autonomous agents provide 250 minutes of voice or 200 digital sessions per unit.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Webex AI Agent licensing section · Checked 2026-09-04
  72. 72
    The AI Assistant is licensed in 'units'; Cisco states each unit covers up to 1500 minutes of voice OR 1000 digital sessions, or a proportional mix of the 2.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant licensing section · Checked 2026-09-04
  73. 73
    Cisco defines 1 digital session as up to 10 inbound messages from an end user to an agent; for a longer digital interaction, an additional session is counted for every further 10 inbound messages or any fraction thereof.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant licensing section · Checked 2026-09-04
  74. 74
    The next generation media platform is the default for all new Webex Contact Center trials and subscriptions during activation.
    Set up voice channels for Webex Contact Center · voice platform statement near the top of the article · Checked 2026-09-30
  75. 75
    Administrators access AI Assistant features by signing in to Control Hub and navigating to Services > Contact Center > Desktop Experience > AI Features.
    Enable AI Assistant features in Control Hub for Webex Contact Center · How to access AI Assistant Features in Control Hub · Checked 2026-09-04
  76. 76
    The Country of Operation chosen in the setup wizard's Contact Center tab decides which data center hosts the tenant: the system creates it in the data center closest to that country.
    Data Locality in Webex Contact Center · sentence beginning 'When you pick a Country of Operation in the set up wizard' · Checked 2026-09-30
  77. 77
    Cisco warns that setting a data retention period of 180 days or less may affect the performance and availability of certain artificial intelligence features, and does not name which features.
    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Setting the retention period, step 3 · Checked 2026-09-05
  78. 78
    Cisco states that enabling artificial intelligence features may limit access to voice transcripts, in addition to the effect of any retention policy.
    Manage retention policies in Control Hub · procedure step 7, note under Contact Center retention · Checked 2026-09-05
  79. 80
    Call recording must be enabled to facilitate post-call processing, which the article states is necessary to produce AI-generated summaries.
    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable AI-generated summaries feature > Before you begin · Checked 2026-09-04
  80. 81
    Call recording must also be enabled to facilitate post-call processing necessary to produce Auto CSAT predictions.
    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable Auto CSAT feature > Before you begin · Checked 2026-09-04
  81. 82
    Beyond purchasing the add-on, individual users need AI Assistant access granted through their user profile's Desktop Experience setting for the feature to appear.
    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-09-04
  82. 83
    The Global Layout is a system-generated desktop layout that is assigned by default when a team is created.
    Create custom desktop layout · Overview (Global Layout definition) · Checked 2026-09-30
  83. 84
    Desktop layouts are managed in Control Hub under Services > Contact Center > Desktop Experience > Desktop Layouts, where Create desktop layout starts a new one.
    Manage desktop layouts · Create a desktop layout, steps 1-4 · Checked 2026-09-30
  84. 85
    The layout JSON has separate sections for three personas: agent, supervisor, and supervisorAgent (a supervisor who also handles interactions).
    Create custom desktop layout · JSON Layout Top-Level Properties · Checked 2026-09-30
  85. 86
    The panel section defines the Auxiliary Information pane as md-tabs, whose predefined tabs are Contact History, IVR Transcript, Customer Experience Journey and Screen Pop, and custom tabs can be added, reordered or removed.
    Create custom desktop layout · Auxiliary Information Pane · Checked 2026-09-30
  86. 87
    All properties in the desktop layout JSON are case sensitive.
    Create custom desktop layout · JSON Layout Top-Level Properties · Checked 2026-09-30
  87. 88
    The reviewed Cisco layout articles do not document the upload validation checks or error messages, so the only documented guards before upload are case sensitivity, reserved navigateTo values, value ranges and the ROOT sublayout loop.inferred
    Manage desktop layouts · Create a desktop layout (absence of validation text; checked alongside Create custom desktop layout) · Checked 2026-09-30
  88. 89
    An existing layout is edited by opening it in Desktop Layouts, changing its details and clicking Save.
    Manage desktop layouts · Edit a desktop layout · Checked 2026-09-30
  89. 90
    If a new layout is assigned while an agent is signed in, the agent must reload the page to see it.
    Create custom desktop layout · Overview · Checked 2026-09-30
  90. 91
    For teams that use a custom desktop layout, administrators must periodically refresh the layout definition to pick up new Desktop features.
    Create custom desktop layout · Overview · Checked 2026-09-30
  91. 92
    Downloading the Default Desktop Layout.json file and uploading it again makes it a modified layout even if neither the content nor the filename changed.
    Create custom desktop layout · Overview · Checked 2026-09-30
  92. 93
    The media streaming procedure tells the administrator to place a Condition activity after the AgentAnswered event, and that event name does not appear in the Flow Designer article's event handler list.disputed
    Enabling media streaming for specific queues · Step 6, against the Flow Designer event handler enumeration · Checked 2026-09-05
  93. 94
    The article states that the queue-level conditional logic is unnecessary if streaming is wanted for all calls, and never says how to enable it for all calls.
    Enabling media streaming for specific queues · Paragraph preceding step 1 · Checked 2026-09-05
  94. 95
    Flow Designer has no version control feature. The flow version number counts how many times the flow has been published, and version labels can be applied.
    Build and manage flows with Flow Designer · flow versioning section · Checked 2026-09-30
  95. 96
    Flow Designer undo and redo covers the last 10 canvas actions.
    Build and manage flows with Flow Designer · canvas actions, undo/redo · Checked 2026-09-30
  96. 97
    Cisco states in the Webex Contact Center multi-language article dated 19 June 2026 that AI Assistant features previously available primarily in English now process conversations and generate insights in multiple languages, and lists 17 locales at General Availability including French Hindi Italian Polish Portuguese Romanian Spanish Greek Tamil Telugu Thai and Bahasa.disputed
    Multi-language Support for AI Assistant Features · opening paragraph and Supported languages tables · Checked 2026-09-16
  97. 98
    Cisco states the AI Assistant supports English only for now, with support for non-English languages currently in Beta.disputed
    Cisco AI Assistant for Webex Contact Center · FAQ section · Checked 2026-09-04
  98. 99
    Sentiment Analysis requires real-time transcription to already be enabled for the relevant queues, with the associated call flows updated so transcription starts for those queues.
    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable Sentiment Analysis > Before you begin · Checked 2026-09-04
  99. 100
    Sentiment Analysis is described as part of Webex AI Quality Management (AI QM) and categorizes completed interactions as Positive, Neutral, or Negative based on customer tone and language.
    Cisco AI Assistant for Webex Contact Center · Sentiment Analysis section · Checked 2026-09-04
  100. 101
    The feature table assigns each AI capability a specific enablement scope: AI-generated summary subtypes and Real-time transcriptions and Sentiment Analysis and Topic Analytics are Queue-scoped; Real-Time Assist, Agent wellbeing, and Auto CSAT are Agent-scoped; Evaluation/Speech Analytics and Coaching Insights are Org-scoped.
    Enable AI Assistant features in Control Hub for Webex Contact Center · List of AI Assistant features table · Checked 2026-09-04
  101. 102
    When enabling Auto CSAT for all queues, administrators choose between 'Experience Management' (CSAT survey questions used to train the model) or a 'Global Variable' (used to store survey responses) as the training data source.
    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable Auto CSAT feature section · Checked 2026-09-04
  102. 103
    Digital channels for Webex Contact Center (Facebook Messenger, live chat, email, SMS, Apple Messages for Business, WhatsApp) are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer.
    Set up digital channels in Webex Contact Center · overview and setup steps (final step 'Create flows in Webex Connect') · Checked 2026-09-30
  103. 104
    Real-time Assist is powered by a third-party large language model from Microsoft's Azure OpenAI Service.
    Cisco Contact Center Suggested Responses AI Transparency Technical Note · Model Overview, Model Architecture · Checked 2026-09-05
  104. 105
    Webex Contact Center is deployed in Amazon Web Services (AWS).
    Webex Contact Center Architecture · Deployment and Connectivity section · Checked 2026-09-30
  105. 106
    The data sheet lists AI Assistant as available on Webex Contact Center, WxCCE, UCCE, and PCCE -- matching the product list given in the CCAI availability table in the Control Hub help article.
    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant section · Checked 2026-09-04
  106. 107
    The article does not state what happens to a stream already running when a consult begins, so continuing while excluding the consult leg, pausing, and ending are all consistent with what is written.
    Enabling media streaming for specific queues · Opening paragraph; whole article · Checked 2026-09-05
  107. 108
    The article states no retention period, storage location or deletion behaviour for streamed media or anything derived from it, and no authentication, authorisation or encryption property for the stream.
    Enabling media streaming for specific queues · Whole article · Checked 2026-09-05

Documents

tier 2 current vendor documentation

AI Assistant reports in Analyzer

Cisco · 2026-05-14 · accessed 2026-10-01

tier 2 current vendor documentation

AI development, data privacy, security, and safety

Cisco · 2024-09-07 · accessed 2026-10-01

tier 2 current vendor documentation

Build and manage flows with Flow Designer

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Cisco AI Assistant for Webex Contact Center

Cisco · 2026-09-18 · accessed 2026-10-01

tier 2 current vendor documentation

Cisco AI Assistant for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-01 · accessed 2026-09-16

tier 2 current vendor documentation

Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist (formerly called Suggested Responses)

Cisco · 2026-02-10 · accessed 2026-10-01

tier 2 current vendor documentation

Cisco Collaboration Flex 3.0 Contact Center Data Sheet

Cisco Systems, Inc. · 2026-06-11 · accessed 2026-09-04

tier 2 current vendor documentation

Cisco Contact Center Suggested Responses AI Transparency Technical Note

Cisco Systems, Inc. (Cisco Trust Portal) · 2026-09-01 · accessed 2026-09-05

tier 2 current vendor documentation

Configuring language selection in Flow Designer for AI Assistant

Cisco · 2026-09-02 · accessed 2026-10-01

tier 2 current vendor documentation

Create custom desktop layout

Cisco Webex Help Center · 2026-03-12 · accessed 2026-09-30

tier 2 current vendor documentation

Data Locality in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-05-27 · accessed 2026-09-05

tier 2 current vendor documentation

Data Security, Privacy, and Residency in Webex Contact Center

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

tier 2 current vendor documentation

Enable AI Assistant features in Control Hub for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-09-02 · accessed 2026-09-04

tier 2 current vendor documentation

Enabling media streaming for specific queues

Cisco · 2025-09-16 · accessed 2026-10-01

tier 2 current vendor documentation

Enabling media streaming for specific queues

Cisco Systems, Inc. (Webex Help Center) · 2025-09-16 · accessed 2026-09-05

tier 2 current vendor documentation

Improve agent wellbeing and performance with burnout detection and wellness breaks

Cisco · 2025-11-04 · accessed 2026-10-01

tier 2 current vendor documentation

Manage desktop layouts

Cisco Webex Help Center · 2025-08-20 · accessed 2026-09-30

tier 2 current vendor documentation

Manage Retention and Purge Recordings and Transcripts in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-04 · accessed 2026-09-05

tier 2 current vendor documentation

Manage retention policies in Control Hub

Cisco Systems, Inc. (Webex Help Center) · 2026-04-30 · accessed 2026-09-05

tier 2 current vendor documentation

Multi-language Support for AI Assistant Features

Cisco · 2026-06-19 · accessed 2026-10-01

tier 2 current vendor documentation

Multi-language Support for AI Assistant Features

Cisco Systems, Inc. (help.webex.com) · 2026-06-19 · accessed 2026-09-16

tier 2 current vendor documentation

Set up digital channels in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-19 · accessed 2026-09-04

tier 2 current vendor documentation

Set up voice channels for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-25 · accessed 2026-09-04

tier 2 current vendor documentation

Webex Contact Center administrator roles and privileges

Cisco Systems (Webex Help Center) · 2025-06-23 · accessed 2026-09-30

tier 2 current vendor documentation

Webex Contact Center Architecture

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Webex Contact Center license consumption and reporting

Cisco · 2026-07-31 · accessed 2026-09-30

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems (Webex Help Center) · 2026-09-21 · accessed 2026-09-22

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up Webex AI Assistant for Webex Contact Center agents. WarmTransfer. https://warmtransfer.net/guides/wxcc-ai-assistant-setup

BibTeX

@misc{warmtransfer-wxcc-ai-assistant-setup,
  title  = {Setting up Webex AI Assistant for Webex Contact Center agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-ai-assistant-setup},
  note   = {Verified 2026-10-01}
}