Enable AI Quality Management Features in Control Hub for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/6m6r3fb/Enable-AI-Quality-Management-Features-in-Control-Hub-for-Webex-Contact-Center

Published

2026-07-24

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

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

Source notes citing this source

• AI Quality Management features are enabled in Control Hub under Services > Contact Center > AI Features, in the Desktop Experience section. in context
• Auto CSAT is enabled per agent, and call recording must be enabled so that post-call processing can take place. in context
• Real-time transcription appears automatically with the Global Desktop Layout, but a custom desktop layout must be given RT_TRANSCRIPT visibility in its JSON. in context
• Real-time transcription is enabled per queue and needs a Start Media Stream activity in the flow. in context
• Sentiment analysis is enabled per queue, requires real-time transcription on those queues, and classifies results as positive, neutral or negative. in context
• AI Quality Management features are enabled in Control Hub at Services then Contact Center then AI Features under Desktop Experience. in context
• The Control Hub article's AI transparency technical notes section lists 1 note for Auto CSAT although the article describes 5 distinct AI Quality Management features. in context
• Using AI Quality Management features additionally requires AI Assistant to be enabled in the user's profile access through the Desktop Experience setting. in context
• The AI Quality Management feature table gives evaluation and speech analytics and coaching insights an organisation scope sentiment analysis and real-time transcriptions a queue scope and Auto CSAT an agent scope. in context
• Sentiment Auto CSAT and real-time transcriptions are marked as also included in a separate AI Assistant SKU rather than exclusively in AI Quality Management. in context
• Purchasing AI Quality Management as a Control Hub feature set requires either the AI Quality Management add-on SKU A-FLEX-AI-QM or the bundled AI Assistant and AI Quality Management SKU A-FLEX-AI-QMMB. in context
• AI Quality Management features are configured at organisation queue or agent level and which level applies depends on the feature. in context
• Enabling Auto CSAT requires call recording to be enabled because Auto CSAT predictions depend on post-call processing. in context
• The Auto CSAT walkthrough directs administrators to enable Auto CSAT from a queue level settings section and to choose all queues or specific queues which contradicts the same article's feature table giving Auto CSAT an agent scope. disputed in context
• Real-time transcription requires an administrator to insert a Start Media Stream activity after the AgentAnswered event in Flow Designer and then save and publish the flow before transcription starts on calls routed through it. in context
• Enabling sentiment analysis requires real-time transcription to be already enabled for the target queues and the associated call flows to be updated so that transcription actually starts. in context

Cite this source record

APA

WarmTransfer. (2026, July 24). Enable AI Quality Management Features in Control Hub for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-6m6r3fb-enable-ai-qm-control-hub

BibTeX

@misc{warmtransfer-cisco-help-6m6r3fb-enable-ai-qm-control-hub,
  title  = {Enable AI Quality Management Features in Control Hub for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-6m6r3fb-enable-ai-qm-control-hub},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}