Cisco Collaboration Flex 3.0 Contact Center Data Sheet

Publisher

Cisco Systems, Inc.

URL

https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html

Published

2026-06-11

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Webex AI Agent and Cisco AI Assistant units are sold for Webex Contact Center, Webex Contact Center Enterprise, UCCE and PCCE. in context
• The Cisco Collaboration Flex 3.0 Contact Center datasheet defines a Webex AI Agent digital session as up to 10 inbound messages from the end user, with an extra session for every further 10 inbound messages or fraction thereof. disputed in context
• Cisco Flex 3.0 Contact Center lets customers deploy agents on-premises (UCCE, PCCE, UCCX) and/or in the Webex cloud (Webex Contact Center, Webex Contact Center Enterprise), with mix-and-match and transitions across deployment models. in context
• Under Cisco Collaboration Flex 3.0 Contact Center, the Named Agent license model is available only for Webex Contact Center; Concurrent Agent covers the maximum number of simultaneously logged-in users on all platforms. in context
• Under Cisco Flex 3.0 Contact Center, supervisors and administrators always require a Premium Agent license regardless of platform. in context
• Flex 3.0 Contact Center sells Standard Agent and Premium Agent tiers under both the Concurrent and Named models. in context
• For Flex 3.0 cloud contact center, agent overage is calculated each month when agents used exceed committed agents, so customers can go over commitment without modifying the subscription. in context
• Flex 3.0 Contact Center customers commit to agent quantities for the whole subscription term. in context
• In Flex 3.0 Contact Center, a Concurrent Agent is the maximum number of contact center users logged in at the same time, and this model applies to all contact center platforms. in context
• Flex 3.0 Contact Center covers the cloud platforms Webex Contact Center and Webex Contact Center Enterprise, and the on-premises platforms UCCE, PCCE and UCCX. in context
• Flex 3.0 Contact Center lets customers deploy agents on-premises and/or in the Webex cloud, with mix-and-match and transitions possible across all deployment models. in context
• The Flex 3.0 Named Agent model counts each unique contact center user who logs in during a month, and is available for Webex Contact Center only. in context
• Flex 3.0 on-premises contact center customers who exceed licence counts must return to compliance by modifying the subscription to add licences or by adding a second subscription; there is no automatic monthly overage. in context
• Flex 3.0 Contact Center orders go through a local Cisco Certified Partner or Cisco sales agent, and a post-sale A2Q review request can be submitted through the reseller. in context
• Flex 3.0 Contact Center customers may mix deployment models and agent types under a single subscription. in context
• In Flex 3.0 Contact Center, supervisors and administrators always need a Premium Agent licence, whatever the platform. in context
• Webex AI Agent is available with Webex Contact Center, Webex Contact Center Enterprise, Unified Contact Center Enterprise and Packaged Contact Center Enterprise, and is not available for Unified Contact Center Express. in context
• 1 Webex AI Agent unit provides 1600 voice minutes or 4800 digital sessions for a scripted agent, and 250 voice minutes or 200 digital sessions for an autonomous agent. in context
• Webex AI Agent is purchased in units, with voice interaction usage measured in seconds and digital usage measured in sessions where a session is up to 10 inbound end-user messages and every further 10 messages or part thereof counts as an additional session. in context
• One read of Flex 3.0 Table 4 reported advanced outbound (predictive and progressive dialing) as Included for the Standard Webex Contact Center agent. disputed in context
• A second read of Flex 3.0 Table 4 reported advanced outbound (predictive and progressive dialing) as Not Included for the Standard Webex Contact Center agent. disputed in context
• Flex 3.0 Contact Center human agent licences come in two types, Standard Agent and Premium Agent. in context
• Webex AI Agent is bought as an add-on in units; voice usage is measured in seconds and digital usage in sessions, where up to 10 inbound messages count as one session. in context
• Each Cisco AI Assistant unit provides up to 1,500 voice minutes or 1,000 digital sessions, or a proportional mix, pooled across the organisation. in context
• In the Flex 3.0 add-ons table, Webex AI QM is listed for Webex Contact Center only and marked N/A for the other contact center platforms. in context
• Voice callback, web callback, IVR text-to-speech and standard CRM connectors are included with both Standard and Premium Webex Contact Center agent licences. in context
• Flex 3.0 lists three paid campaign add-ons for Webex Contact Center: Webex Campaign Management, Agent Campaign Management (legacy) and IVR Campaign Management. in context
• In Flex 3.0, the Standard Webex Contact Center agent licence includes agent-assisted chat and email. in context
• For cloud contact center deployments the committed agent quantity is the baseline; usage above it is allowed, calculated monthly and billed monthly in arrears. in context
• Under the Concurrent Agent model, the licensed quantity is the maximum number of Contact Center users who are logged in at the same time. in context
• Webex Connect for self-service channels is included with both Standard and Premium Webex Contact Center agent licences. in context
• Each Webex Contact Center agent licence under Flex 3.0 includes two touch-tone IVR ports, whether the licence is Standard or Premium. in context
• Customers may mix deployment models and agent types under a single Flex 3.0 Contact Center subscription. in context
• Multi-channel reporting and analytics are included only with the Premium Webex Contact Center agent licence. in context
• Under the Named Agent model, one licence is counted for each unique Contact Center user who logs in during a given month. in context
• The Named Agent buying model is available only for Webex Contact Center, not for Webex Contact Center Enterprise or the on-premises contact center products. in context
• For on-premises Flex 3.0 contact center deployments, customers must modify their subscription to stay compliant when usage exceeds the initial commitment, instead of being billed for overage. in context
• Other paid Flex 3.0 add-ons for Webex Contact Center include additional recording storage, Basic and full Quality Management and Workforce Management, WFO Analytics with Transcription, Enterprise Analytics, a WFO bundle, Google CCAI and Bring Your Own Virtual Agent. in context
• Basic outbound (preview dialing) is included with both Standard and Premium Webex Contact Center agent licences. in context
• Webex Contact Center PSTN (USA + Canada) is a paid add-on in Flex 3.0 and is not included with the agent licences. in context
• Both Standard and Premium Webex Contact Center agent licences include call recording with one month of retention. in context
• Agent-assisted SMS, WhatsApp and Facebook Messenger are included only with the Premium Webex Contact Center agent licence, not with Standard. in context
• Supervisors and administrators always require a Premium Agent licence, on every contact center platform in the Flex 3.0 offer. in context
• Supervisor monitoring, barge-in and coaching privileges are included only with the Premium Webex Contact Center agent licence. in context
• Footnotes to the Flex 3.0 Webex Contact Center included-features table say that some items may require services and some may require Campaign Management software. in context
• Cisco Collaboration Flex 3.0 Contact Center offers two buying models: a Concurrent Agent model and a Named Agent model. in context
• Customers buying Webex WFO need a statement-of-work quote from certified partners. in context
• In Flex 3.0, Webex Contact Center Enterprise includes one IVR port per agent ordered, unlike the two ports per agent included with Webex Contact Center. in context
• 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. in context
• 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. in context
• Cisco offers a combined AI Assistant + AI Quality Management bundle with 2 consumption options per bundle unit: 1500 minutes / 1000 digital sessions split across both workloads, or 2500 minutes / 1600 digital sessions concentrated in a single workload. in context
• 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. in context
• Webex AI Quality Management is licensed using the same unit metric as AI Assistant (up to 1500 voice minutes or 1000 digital sessions per unit, or a proportional mix), but per the data sheet is available for Webex Contact Center only (not WxCCE/UCCE/PCCE). in context
• Cisco meters AI Assistant voice usage per second, and counts an additional digital session for every further 10 inbound messages or any fraction of 10. in context
• 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. in context
• Under Flex 3.0 Contact Center, an Assessment-to-Quality (A2Q) must be completed before initial access to the products and again for design changes during the term. in context
• For cloud Flex 3.0 Contact Center deployments, agent overage is calculated monthly when agents used exceed the purchased committed agents. in context
• The Flex 3.0 Contact Center Named Agent buying model applies only to Webex Contact Center. in context
• Cisco Collaboration Flex 3.0 Contact Center offers two buying models: Concurrent Agent, based on the maximum number of contact center users logged in at the same time, and Named Agent, based on each unique user who logs in during a month. in context
• Under Flex 3.0 Contact Center, supervisors and administrators always require a Premium Agent license. in context
• When ordering Webex CCE under Flex 3.0, a one-time Core Build Services order for the primary geographic location and any remote locations is required, and it must be part of the initial order. in context
• The June 2026 Flex 3.0 contact center data sheet marks Cisco AI Assistant, Webex AI Agent and Bring Your Own Virtual Agent as add-ons available for Webex CCE. in context
• The June 2026 Flex 3.0 contact center data sheet does not name Calabrio, Verint, Nuance or Acqueon among the contact center add-ons. in context
• The June 2026 Flex 3.0 contact center data sheet marks Webex AI QM, additional recording storage, Webex Campaign Management, the agent and IVR campaign management add-ons, Google CCAI and Webex Contact Center PSTN as not applicable to Webex CCE. in context
• The June 2026 Flex 3.0 contact center data sheet marks these WFO add-ons as available for Webex CCE: Basic Quality Management, Quality Management, Basic Workforce Management, Workforce Management, WFO Analytics with Transcription, Enterprise Analytics, WFO Bundle, WFO Storage, WFO Call Recording and WFO Insights. in context
• Webex CCE IaaS add-ons are for customers who bring their own contact center software applications to host in the Webex CCE data center, and they are charged by number of 2.6 GHz virtual CPUs, virtual memory and SSD storage. in context
• Under Flex 3.0, supervisors and administrators always need a Premium Agent license, regardless of platform. in context
• The Flex 3.0 WFO Bundle cannot be combined with a-la-carte Quality Management, Workforce Management, WFO Analytics or WFO Analytics with Transcription. in context
• For Webex CCE, the workforce optimization route has moved from the 2020 choice of separately licensed Calabrio or Verint add-ons to Cisco-branded Webex WFO add-ons in current Cisco collateral, and Calabrio and Verint are no longer independent alternatives at the vendor level. inferred in context

Cite this source record

APA

WarmTransfer. (2026, June 11). Cisco Collaboration Flex 3.0 Contact Center Data Sheet. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-datasheet-collab-flex-3-contact-center

BibTeX

@misc{warmtransfer-cisco-datasheet-collab-flex-3-contact-center,
  title  = {Cisco Collaboration Flex 3.0 Contact Center Data Sheet},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-datasheet-collab-flex-3-contact-center},
  note   = {Cisco Systems, Inc., accessed 2026-09-04}
}