Source note · Adding a Webex AI Agent to a Webex Contact Center flow
For a scripted agent on voice, escalation leaves the Virtual Agent V2 activity through the Escalated output, and the agent's previous intent can be read from the metadata to choose a queue with branch or case logic.
Checked 2026-09-30
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- escalation
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Configure fulfillment for scripted AI agents — Cisco Webex · tier 2 current vendor documentation · Handover / escalation section
Cite this note
APA
WarmTransfer. (2026, September 30). Adding a Webex AI Agent to a Webex Contact Center flow: source note wxcc-virtual-agent-setup-scripted-escalation-intent. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-virtual-agent-setup-scripted-escalation-intent
BibTeX
@misc{warmtransfer-claim-wxcc-virtual-agent-setup-scripted-escalation-intent,
title = {Adding a Webex AI Agent to a Webex Contact Center flow: source note wxcc-virtual-agent-setup-scripted-escalation-intent},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-virtual-agent-setup-scripted-escalation-intent},
note = {Source note wxcc-virtual-agent-setup-scripted-escalation-intent, checked 2026-09-30}
}