# AI quality management and auto scoring

Canonical: https://warmtransfer.net/knowledge/ai-quality-management

Last verified: 2026-09-16

The AI Assistant Dashboard in Webex Contact Center Analyzer provides 8 reports covering metrics such as Auto CSAT, agent summary, and wellness breaks[^1]. Cisco states that Auto CSAT predicts a customer satisfaction score for each engagement using operational data, interaction transcripts, and surveys[^6].

## Auto CSAT and Quality Management

Cisco states that Auto CSAT scores can be viewed in Webex Contact Center Analyzer reports and on the Interactions Details page within the Supervisor Desktop[^6]. Within the AI Assistant Dashboard, the Auto CSAT report presents agent-level and team-level Auto CSAT scores along with average minimum and maximum trends[^7]. Cisco frames this report as a mechanism to assess how wellness breaks affect agent wellbeing and performance, and in turn customer satisfaction[^7].

In the field, reports focus strictly on adoption and operational metrics—including availability, agent counts, transcription minutes, average handle time, consult duration, transfer counts, and hold events—while words such as accuracy, accurate, confidence, hallucination, sample, and validate occur 0 times across the 28346 characters of the reporting documentation[^4].

## Topic Analytics

Topic Analytics allows a Webex Contact Center administrator to identify primary customer call drivers and filter interactions by specific topic[^8]. From these filtered topic views, administrators can access detailed interaction data, including contact details, call recordings, and transcripts[^8].

## Agent Wellness Breaks

Automated wellness breaks in Webex Contact Center are brief 1 minute breaks offered between routine tasks[^9]. Cisco states these breaks are delivered through the AI Assistant or via Thrive Resets notifications customised through AI-driven real-time insights[^9].

The Agent Wellness Breaks report tracks the automated wellbeing breaks offered to an agent via AI-powered burnout detection[^10]. Located at the Analyzer report path Stock Reports > Transition Reports, the report displays 1 row per agent and is described as enabling comparisons of agent summary metrics against agents who do not have the feature enabled[^10].

## Analyzer Reporting and Access

Access to the Webex Contact Center Analyzer requires Administrator or Supervisor privileges[^5]. Cisco states that the AI Assistant dashboard and its reports appear only if an organisation is provisioned with the AI Assistant add-on[^5].

The 8 reports on the AI Assistant Dashboard are 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[^1]. When accessed via the Analyzer Visualization route, these reports can be exported from the title bar in CSV or Microsoft Excel format[^3]. Cisco states that the AI Assistant Dashboard and reports are currently not available in the Analyzer Beta[^2].

## See also

See also [Webex Workforce Optimization and quality management](https://warmtransfer.net/knowledge/webex-wfo-quality-management).
See also [Employment decision safeguards on automated agent scoring](https://warmtransfer.net/knowledge/agent-scoring-safeguards).
See also [Webex Contact Center AI agent assist and virtual agents](https://warmtransfer.net/knowledge/webex-cc-ai-features).
See also [Automated call summarization and wrap-up](https://warmtransfer.net/knowledge/ai-call-summarization).

## Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-16. Cisco states that the AI Assistant Dashboard and reports are currently not available in the Analyzer Beta[^2]. Cisco states that accessing the dashboard and reports requires the AI Assistant add-on and Supervisor or Administrator privileges in Webex Contact Center Analyzer[^5].

## What remains uncertain

What Cisco publishes about how accurate an Auto CSAT prediction is is not covered by the sources below. The scale an Auto CSAT score is expressed on and what a low score means is not covered by the sources below. Who can reach transcripts and recordings through a Topic Analytics topic filter, beyond administrators, is not covered by the sources below. Whether Auto CSAT may be used in agent appraisal and what Cisco says about that use is not covered by the sources below. What signals the AI-powered burnout detection uses to decide an agent needs a break is not covered by the sources below. The Understand Sentiment Analysis article the overview defers to is not covered by the sources below.

## Sources

[^1]: 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. Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), AI Assistant Dashboard, report list. Checked 2026-09-16.
[^2]: Cisco states that the AI Assistant Dashboard and reports are currently not available in the Analyzer Beta. Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), Access the AI Assistant Dashboard and Reports, closing note. Checked 2026-09-16.
[^3]: An AI Assistant report reached through the Analyzer Visualization route can be exported from the title bar in Microsoft Excel or CSV format. Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), Access the AI Assistant Dashboard and Reports, Visualization route. Checked 2026-09-16.
[^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). Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), whole article, counted against the rendered text. Checked 2026-09-16.
[^5]: Access to the Webex Contact Center Analyzer requires Supervisor or Administrator privileges, and Cisco states that the AI Assistant dashboard and reports appear only if the organisation is provisioned with the AI Assistant add-on. Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), Access the AI Assistant Dashboard and Reports. Checked 2026-09-16.
[^6]: Cisco states that Auto CSAT uses operational data, interaction transcripts and surveys to predict a CSAT score for each engagement, and that the scores are viewed in the Webex Contact Center Analyzer reports and on the Interactions Details page in the Supervisor Desktop. Source: [Cisco AI Assistant for Webex Contact Center](https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center), Auto CSAT section. Checked 2026-09-16.
[^7]: The Auto CSAT report in the AI Assistant Dashboard presents agent-level and team-level Auto CSAT scores with average minimum and maximum trends, and Cisco frames it as a way to assess how wellness breaks affect agent wellbeing and performance and in turn customer satisfaction. Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), Auto CSAT report, key insights. Checked 2026-09-16.
[^8]: Topic Analytics lets a Webex Contact Center administrator identify the primary reasons customers are calling, filter interactions by specific topic, and from there reach detailed interaction information including transcripts, call recordings and contact details. Source: [Cisco AI Assistant for Webex Contact Center](https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center), Topic Analytics section. Checked 2026-09-16.
[^9]: Automated wellness breaks in Webex Contact Center are brief 1 minute breaks between routine tasks, reached through the AI Assistant or through Thrive Resets notifications that Cisco says are customised using AI-driven real-time insights. Source: [Cisco AI Assistant for Webex Contact Center](https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center), Wellness breaks section. Checked 2026-09-16.
[^10]: The Agent Wellness Breaks report counts the automated wellbeing breaks offered to an agent from AI-powered burnout detection, carries one row for each agent, sits at the Analyzer report path Stock Reports then Transition Reports, and is described as supporting a comparison of agent summary metrics against agents who do not have the feature enabled. Source: [AI Assistant reports in Analyzer](https://help.webex.com/en-us/article/ioqbvd/AI-assistant-reports-in-Analyzer), Agent Wellness Breaks report, key insights and parameters. Checked 2026-09-16.
[^11]: 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). Source: [Multi-language Support for AI Assistant Features](https://help.webex.com/en-us/article/nlm6pob/Multi-language-Support-for-AI-Assistant-Features), Supported languages for Cisco AI Assistant, Tables 1 to 5 compared. Checked 2026-09-16.
[^12]: 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. Source: [Cisco AI Assistant for Webex Contact Center](https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center), FAQ section. Checked 2026-09-04.
[^13]: Cisco states that Auto CSAT uses operational data and transcripts to evaluate 100 percent of voice interactions, positioning it as a replacement for low-response-rate customer surveys. Source: [Cisco AI Assistant for Webex Contact Center](https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center), intro / Auto CSAT section. Checked 2026-09-04.
[^14]: 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. Source: [Cisco AI Assistant for Webex Contact Center](https://help.webex.com/en-us/article/nvvv1zb/Get-started-with-Cisco-AI-Assistant-for-Webex-Contact-Center), Sentiment Analysis section. Checked 2026-09-04.