Source note · Agent assist and real-time guidance
The Real-Time Assist KPIs report monitors whether Real-Time Assist was available during each interaction, the number of agents using it, and its effect on call duration consultation rates and customer satisfaction, segmented by queue team agent and channel type, with a Total Call with Real-Time Assist card and an Average Handle Time with Real-Time Assist card.
Checked 2026-09-16
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- agent assist
- Deployment
- not restricted
- Region
- not restricted
- Release range
- not restricted
- Checked
- 2026-09-16
Sources
- AI Assistant reports in Analyzer — Cisco Systems, Inc. (help.webex.com) · tier 2 current vendor documentation · Real-Time Assist KPIs, key insights and parameters
Cite this note
APA
WarmTransfer. (2026, September 16). Agent assist and real-time guidance: source note aiassist-kpis-measure-use-and-handle-time. WarmTransfer. https://warmtransfer.net/knowledge/claims/aiassist-kpis-measure-use-and-handle-time
BibTeX
@misc{warmtransfer-claim-aiassist-kpis-measure-use-and-handle-time,
title = {Agent assist and real-time guidance: source note aiassist-kpis-measure-use-and-handle-time},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/aiassist-kpis-measure-use-and-handle-time},
note = {Source note aiassist-kpis-measure-use-and-handle-time, checked 2026-09-16}
}