Automated call summarization and wrap-up

See also

Sources

1. 1
   Cisco names 5 AI Assistant features as enhanced with multi-language support: real-time transcription, summaries, Real-time Assist which it notes was formerly called Suggested Responses, Auto CSAT, and wellness breaks.

   Multi-language Support for AI Assistant Features · Supported Cisco AI Assistant Features · Checked 2026-09-16
2. 2
   Cisco names A-FLEX-AI-ASST as the add-on SKU an organisation must purchase for Real-Time Assist and states that the entitlement grants access to all AI Assistant features.

   Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist · Prerequisites, AI Assistant add-on SKU · Checked 2026-09-16
3. 3
   The AI Assistant Dashboard in the Webex Contact Center Analyzer carries 8 reports: Agent Wellness Breaks, Auto CSAT, Dropped Call Summaries, Agent Summary, Real-time Transcriptions, Topic Analytics Trending Topics and Topic Summary, Real-Time Assist KPIs, and Post-Call and Mid-Call Summary KPIs.

   AI Assistant reports in Analyzer · AI Assistant Dashboard, report list · Checked 2026-09-16
4. 4
   The Webex Contact Center AI Assistant reports article describes only adoption and operational impact measures such as availability, agent counts, transcription minutes, average handle time, consult duration, transfer counts and hold events, and across its 28346 characters the words accuracy, accurate, confidence, hallucination, sample and validate each occur 0 times.field report

   AI Assistant reports in Analyzer · whole article, counted against the rendered text · Checked 2026-09-16
5. 5
   The Agent Summary report on the AI Assistant Dashboard is described as providing insights into the agent's workload and performance rather than into AI-generated summaries, so of the 8 reports on that dashboard the 2 that measure summaries are Dropped Call Summaries and Post-Call and Mid-Call Summary KPIs.field report

   AI Assistant reports in Analyzer · AI Assistant Dashboard, report list · Checked 2026-09-16
6. 6
   The Dropped Call Summaries report on the AI Assistant Dashboard is described as providing insights into the dropped calls, and the AI Assistant Dashboard is reached in the Analyzer through either the Dashboard icon or the Visualization icon with the report run from an ellipsis menu or by double-clicking the dashboard card.

   AI Assistant reports in Analyzer · AI Assistant Dashboard, Dropped Call Summaries · Checked 2026-09-16
7. 7
   Dropped Call Summaries is a separate report on the AI Assistant Dashboard from the Post-Call and Mid-Call Summary KPIs report, and Cisco describes it as providing insights into the dropped calls rather than into the summaries produced for them.

   AI Assistant reports in Analyzer · AI Assistant Dashboard, report list · Checked 2026-09-16
8. 8
   Cisco states that when a Webex Contact Center call is disconnected unexpectedly the AI Assistant instantly creates a summary of the conversation so that the agent can continue it when the customer calls back, and that a call transferred from a virtual agent arrives with a summary of the interaction with that virtual agent.

   Cisco AI Assistant for Webex Contact Center · AI-generated summaries, Dropped call summaries and Virtual agent transfer summaries · Checked 2026-09-16
9. 9
   Of the 4 AI-generated summary subtypes, the dropped call and virtual agent transfer summaries exist to carry context across a break so that a conversation can continue, while the consult and transfer mid-call summary and the post-call summary exist to document an interaction that has already happened.inferred

   Cisco AI Assistant for Webex Contact Center · AI-generated summaries, the 4 subtype descriptions · Checked 2026-09-16
10. 10
    The Post-Call and Mid-Call Summary KPIs report consists of a Post-Call Summary KPIs table, a Mid-Call Summary KPIs table and 2 summary cards, is segmented from queue through team to agent with drill-down, and its Total Interactions with Summaries parameter counts the calls where an AI-generated summary was successfully created.

    AI Assistant reports in Analyzer · Post-Call and Mid-Call Summary KPIs, report structure and parameters · Checked 2026-09-16
11. 11
    A Webex Contact Center post-call summary is created automatically after the customer disconnects and Cisco states that it captures the reason for the call, the actions taken, the status and the follow-ups.

    Cisco AI Assistant for Webex Contact Center · AI-generated summaries, Post-call summaries · Checked 2026-09-16
12. 12
    Summaries are named as 1 of the 5 Cisco AI Assistant features enhanced with multi-language support, and Cisco describes them there as AI-powered concise summaries of call interactions for rapid review and post-call analysis.

    Multi-language Support for AI Assistant Features · Supported Cisco AI Assistant Features · Checked 2026-09-16
13. 13
    AI-generated summaries are reached through the same A-FLEX-AI-ASST add-on entitlement that grants every other AI Assistant feature, so an organisation cannot buy summarisation without buying the rest.inferred

    Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist · Prerequisites, AI Assistant add-on SKU · Checked 2026-09-16
14. 14
    The Webex Contact Center multi-language article states that availability may differ depending on the feature the locale and the SKU, then publishes 5 separate supported-language tables for real-time transcription summaries real-time assist Auto CSAT and wellness breaks whose contents are identical to one another: 68 locale rows each, of which 17 are marked General Availability, 14 Controlled Availability and 37 Beta.field report

    Multi-language Support for AI Assistant Features · Supported languages for Cisco AI Assistant, Tables 1 to 5 compared · Checked 2026-09-16
15. 15
    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
16. 16
    AI-generated summaries feature has 4 subtypes: dropped call summaries, virtual agent transfer summaries, consult and transfer (mid-call) summaries, and post-call (wrap-up) summaries.

    Cisco AI Assistant for Webex Contact Center · AI-generated summaries section · Checked 2026-09-04

Documents

Cite this page

WarmTransfer. (2026, September 16). Automated call summarization and wrap-up. WarmTransfer. https://warmtransfer.net/knowledge/ai-call-summarization

@misc{warmtransfer-ai-call-summarization,
  title  = {Automated call summarization and wrap-up},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/ai-call-summarization},
  note   = {Verified 2026-09-16}
}