Webex Calling Customer Assist

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist

Published

2026-08-31

Updated

unknown

Accessed

2026-09-15

HTTP status

200

License

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

Source notes citing this source

• Customer Assist recording does not cover consults or transfers, so the 360 day queue recording retention never applies to transferred call audio. in context
• Every retention figure the corpus holds for a Cisco AI voice feature comes from product documentation, and none comes from a transparency note. inferred in context
• Webex retains Customer Assist queue recordings for 360 days by default. in context
• Summaries shared on a transferred or conference call are stored for 24 hours and then deleted. in context
• Post-call summaries, action items and transcripts are stored for 365 days. in context
• In Webex Calling a time zone is set per feature such as a call queue, auto attendant or hunt group through a queue time zone key, and it governs every schedule attached to that feature. in context
• Webex Calling Customer Assist reports sign in and sign out times in coordinated universal time and states that metrics are available by 1 in the afternoon Greenwich mean time, which is a different time reference from the configurable queue time zone. in context
• The order and membership of the queue policy values in the Customer Assist call detail record field do not match the precedence order the same article states in prose. disputed in context
• Webex Calling Customer Assist publishes an explicit precedence chain in which holiday service takes precedence over night service which takes precedence over forced forwarding which takes precedence over stranded call handling. in context
• Webex Calling Customer Assist names forced forwarding as an emergency mode, which is the only place in this document set where Cisco uses emergency as a named state. in context
• Cisco positions Customer Assist for customers needing basic professional contact centre capability without the advanced features of a comprehensive contact centre solution, and positions Webex Contact Center for sophisticated engagement omni-channel routing or large scale high volume deployments. in context
• Customer Assist includes the Webex Calling professional capabilities and all Call Queue features together with additional features reached through the Webex App by agents and supervisors. in context
• The Customer Assist wrap-up timer is documented with a default of 10 seconds and a settable range whose minimum is 1 minute, so the default falls below the article's own stated minimum. disputed in context
• Customer Assist bundles the Webex Calling call queue features together with screen pop, a supervisor experience in the Webex app, and real time and historical queue views. in context
• The call detail record field recording the policy applied to a call lists forced forwarding, holiday service, night service and overflow size, which differs from the stated precedence chain in both order and membership. disputed in context
• The article publishes no feature access code, no supervisor control, no bulk switch and no activation latency for forced forwarding. in context
• Cisco names forced forwarding an emergency mode and states that it works independently of the night service and holiday service route. in context
• 4 names for this product appear across Cisco's own documentation: Customer Assist in the body, Customer Essentials and Customer Experience surviving in image alternative text, and Customer Experience Essentials Call Queue in a neighbouring article. in context
• The Customer Assist licence includes a Webex Calling professional licence and a user may not hold Webex Calling Standard and Customer Assist at the same time. in context
• Neither Customer Assist's documentation nor the Webex Contact Center business hours documentation publishes a capability limit, a scale figure or a price for the other product, so the corpus cannot support a buyer's comparison between them. inferred in context
• Customer Assist is ordered through Collaboration Flex Plan 3.0 or through a service provider. in context
• Customer Assist states a queue policy precedence in which holiday service takes precedence over night service which takes precedence over forced forwarding which takes precedence over stranded call handling. disputed in context
• The recordings section states that compliance officers may delete download and play recordings while non compliance officers may only delete them, which grants the lesser role a destructive action and no read. in context
• The article states that weighted routing is not supported in Customer Assist while a weighted value remains live in its bulk configuration format together with per agent weight columns. disputed in context
• Cisco describes Webex Calling Customer Assist as adding customer service capability to Webex Calling without requiring dedicated contact centre staff or specialised tools. in context
• The wrap-up timer's stated default of 10 seconds is below the article's own stated minimum of 1 minute. disputed in context
• A Webex Calling Standard license and a Customer Assist license cannot both be assigned to the same user. in context
• Cisco recommends Webex Contact Center rather than Customer Assist for customers needing sophisticated engagement, omnichannel routing or large-scale high call volume deployments. in context
• Webex Customer Assist adds basic contact center capabilities to Webex Calling, including queue management, screen pop, analytics and supervisor functions, delivered through the Webex App. in context
• Webex Calling Customer Assist provides queue and agent analytics and reports through Control Hub rather than through Webex Contact Center Analyzer. in context
• Customer Assist auto-answer connects queue calls with a delay of 0 to 10 seconds on supported devices such as the Webex App for desktop and Cisco MPP phones, and is not supported on mobile apps, RoomOS, analog or DECT devices. in context
• A Customer Assist queue is created in Control Hub under Services > Customer Assist > Queues, and the wizard includes a step that assigns Customer Assist licenses to newly added agents. in context
• Workspaces and virtual lines cannot be assigned to Customer Assist queues, and Customer Assist agents must hold Customer Assist licenses. in context
• The Customer Assist queue wizard lists Circular, Top Down, Longest Idle and Simultaneous as priority-based patterns, with no Weighted option. in context
• Customer Assist screen pop is configured per queue with a URL, a desktop label and query parameters that can carry variables such as the caller ANI and the dialed DNIS. in context
• An existing call queue can be upgraded to a Customer Assist queue, keeping its agents and settings; the upgrade removes workspaces and virtual lines, changes a Weighted pattern to Top Down, and cannot be downgraded. in context
• Customer Assist wrap-up reasons can be added one at a time or by CSV and assigned to queues with a per-queue default, and the wrap-up timer defaults to 10 seconds. in context
• Customer Assist auto answer accepts a delay of 0-10 seconds; 0 answers immediately with a zip tone. in context
• Customer Assist documentation lists no answer within the configured rings, a call directed to the agent's unregistered device, and the agent declining the call as example bounce scenarios. in context
• In Webex Calling Customer Assist, if a call routed to an agent bounces and the bounced call policy is enabled, the agent's status changes to Unavailable and the agent must reset it to Available to receive new queue calls. in context
• Cisco gives the reason for the automatic Unavailable status after a bounce as preventing the call from being routed to the same agent and reducing caller wait time. in context
• Only users licensed with Customer Assist can be agents or supervisors on Customer Assist queues, and a user cannot hold both a Webex Calling Standard license and a Customer Assist license. in context
• The Webex Calling Customer Assist licence includes a Webex Calling Professional licence. in context
• A user cannot hold both a Webex Calling Standard licence and a Customer Assist licence. in context
• Partners order Customer Assist through Cisco Collaboration Flex Plan 3.0 or through a service provider in Cisco Commerce Workspace. in context
• Only users licensed with Customer Assist can be assigned as agents or supervisors for Customer Assist queues. in context
• The Webex Calling Customer Assist license includes a Webex Calling professional license. in context
• An existing Webex Calling call queue can be upgraded to a Customer Assist queue. in context
• Customer Assist auto answer works on Webex App for desktop, Cisco MPP and desk phones and supported Polycom, Yealink, AudioCodes and SNOM phones, but not on mobile or tablet apps, RoomOS, analog, DECT or customer- or partner-managed devices. in context
• Real-time queue view and inbound screen pop for Customer Assist agents are available only in the Webex App desktop client. in context
• Cisco positions Customer Assist for customers who need basic, professional contact center capabilities and do not need a comprehensive contact center solution. in context
• Cisco recommends Webex Contact Center rather than Customer Assist for sophisticated customer engagement, omni-channel routing, or large-scale, high call volume deployments. in context
• For Customer Assist queues in India, the queue's location and the agent's location must have the same PSTN provider, country and zone. in context
• Customer Assist queue settings include the options Allow agents to join or unjoin the queue and Allow agents on active calls to take additional calls. in context
• Admins assign Customer Assist licenses in Control Hub at organization, group or user level; at organization level the path is Management > Users > Licenses > License assignment > Edit, then they choose Customer Assist. in context
• Customer Assist licenses can be assigned in bulk by downloading the user CSV template, entering TRUE in the Customer Assist columns and uploading the file. in context
• A Webex Calling Customer Assist license includes a Webex Calling Professional license. in context
• Control Hub does not allow a Webex Calling Standard license and a Customer Assist license on the same user. in context
• Customer Assist does not support an agent being signed in to multiple Webex desktop apps at the same time. in context
• The Customer Assist article says provisioning is through Control Hub and bulk upload only in this phase and that public APIs are not supported. in context
• Workspaces and virtual lines cannot be assigned as agents of Customer Assist queues. in context
• Customer Assist features apply only to the primary line in Webex App, not to secondary or shared lines. in context
• A Customer Assist queue holds at most 1,000 agents, or 50 agents when it uses Simultaneous routing. in context
• A Customer Assist queue holds at most 250 calls, and a location holds at most 1,000 Customer Assist queues. in context
• Customer Assist queues route calls either Priority Based (Circular, Top Down, Longest Idle or Simultaneous) or Skill Based. in context
• The Queue settings page of the Customer Assist queue wizard is where screen pop, overflow settings and the agent notification tone are configured. in context
• The Customer Assist queue creation wizard runs through Basics, Call routing, Queue settings, Announcements, Select agents, Assign license and Review pages. in context
• Customer Assist screen pop is turned on per queue and configured with a screen pop URL, a desktop label and optional query parameters as key-value pairs. in context
• Screen pop parameters can use the variables {{NewPhoneContact.ANI}}, {{NewPhoneContact.DNIS}}, {{NewPhoneContact.InteractionID}}, {{AgentAnswered.AgentID}}, {{AgentAnswered.AgentName}}, {{AgentAnswered.QueueID}}, {{AgentAnswered.QueueName}} and {{AgentAnswered.TenantID}}. in context
• Inferred from the vendor statements: supervisors and agents who will use screen pop, queue views or monitoring need the Webex App desktop client, so a test plan must use desktop clients rather than mobile or desk phones alone. inferred in context
• A Customer Assist supervisor can have at most 100 assigned agents. in context
• Admins add Customer Assist supervisors per queue in Control Hub by selecting Customer Assist-licensed users and assigning agents to each supervisor. in context
• Customer Assist supervisor functions are agent availability management, agent queue join and unjoin management, agent monitoring, and real-time agent and queue views. in context
• Admins can enable business texting on Customer Assist call queues so agents answer messages from text queues in Webex App. in context
• Inferred: because an upgraded queue cannot be downgraded, the only rollback for an upgraded queue is to rebuild a basic call queue by hand, so piloting on a new Customer Assist queue first carries less risk than upgrading a production queue. inferred in context
• Once a Webex Calling call queue is upgraded to Customer Assist it cannot be downgraded. in context
• Virtual lines and workspaces that are agents in a Webex Calling call queue are not carried over when the queue is upgraded to Customer Assist. in context
• An existing Webex Calling call queue is upgraded from Services > Calling > Features > Call Queue > Manage, then the queue's More options > Upgrade queue, where the admin reviews the queue, chooses a subscription, reviews virtual lines and workspaces and clicks Upgrade. in context
• Customer Assist does not support weighted routing; an upgraded queue that used weighted routing defaults to Top Down and can be changed after the upgrade. in context
• Admins add Customer Assist wrap-up reasons manually or in bulk, assign them to queues and can set a default wrap-up reason per queue. in context
• The wrap-up timer sets how many seconds an agent can stay in Wrapping Up, and defaults to 10 seconds when not configured. in context
• In Webex Calling Customer Assist, screen pop on inbound calls is available only in the Webex App desktop client. in context
• Customer Assist screen pop applies only to the primary line, not to secondary or shared lines configured on the Webex App. in context
• Customer Assist screen pop URLs take variables such as NewPhoneContact.ANI, NewPhoneContact.DNIS, AgentAnswered.AgentID and AgentAnswered.QueueName as key-value query parameters. in context
• Webex Calling Customer Assist is not connected to the agentic apps platform in its own documentation; the terms MCP agentic and model context do not appear anywhere in that article. in context
• Cisco AI Assistant in Webex Calling is not currently available in India, so no summary, transcript or shared handoff artefact exists for agents in that region. in context
• When Cisco AI Assistant is available, Webex Assistant for calling is unavailable, so the two assistants are alternatives rather than layers and enabling one withdraws the other. in context
• Cisco AI Assistant supports summaries for 7 named call flows and consult is not among them, while the article's own troubleshooting entry tells a reader whose summary is missing to check whether the call flow is supported. in context
• The Customer Assist reports define consultative transfer count as transfers to another party after consult and blind transfer count as transfers to another party without consult, making the presence of a consultation the whole of the distinction. disputed in context
• Cisco AI Assistant can generate a summary for a call that is still in progress, so a summary can exist before any recording file does. in context
• AI summaries are not supported for shared lines or virtual lines, so a transfer made from a shared line leaves no summary for the receiving party whatever the organisation has enabled. in context
• The Customer Assist Queue Call Details report carries a conference time column and no consult column, and handle time is captured when the agent ends or transfers the call. in context
• Recording and Cisco AI Assistant summarisation in Webex Calling are separate pipelines, on the evidence of 4 independent divergences in retention, administrative surface, access and timing. inferred in context
• A receiving participant sees the caller intent and the summary before answering only when both shared summaries and caller intent are enabled, and the article's own troubleshooting entry for a missing caller intent is to confirm both. in context
• Cisco AI Assistant summaries are not supported for shared lines or virtual lines, while Webex Calling recording documents virtual lines at length and gives shared lines an inheritance rule. in context
• Post-call summary and transcript content is stored in the storage region configured for the user's location, and the article states no region for the 24-hour shared summary that a transfer or conference produces. in context
• The setting that produces summaries and action items sits on the call recording configuration and is available only for Webex recordings, so an organisation recording through a third-party provider gets a transcript toggle and no summary. in context
• The article's own procedure for verifying that the shared handoff summary works tells a reader to transfer or conference the call and confirm what the receiving participant sees, and names no consult step anywhere in the procedure. in context
• Cisco names contextual transfers as a Customer Assist feature that gives the receiving agent or participant the caller intent and an automated summary before they join the call. in context
• Webex Calling Customer Assist does not support recordings that include consults or transfers, and does not record calls transferred out of the queue. disputed in context
• Customer Assist retains queue recordings for 360 days by default and stores post-call summaries, action items and transcripts for 365 days. in context
• The Customer Assist article does not state an administrator-configurable range for the 360-day default retention period on queue recordings. in context
• Shared summaries for transferred or conference calls in Customer Assist are stored for 24 hours and then deleted. in context
• A transferred or conference call in Customer Assist also leaves a separate post-call summary retained for 365 days, on a different clock from the 24-hour shared summary. in context
• The same Customer Assist article states that AI Assistant in Webex Calling supports summaries for 7 named call flows including call transfer and conference. disputed in context

Cite this source record

APA

WarmTransfer. (2026, August 31). Webex Calling Customer Assist. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-72sb3r-webex-calling-customer-assist

BibTeX

@misc{warmtransfer-cisco-help-72sb3r-webex-calling-customer-assist,
  title  = {Webex Calling Customer Assist},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-72sb3r-webex-calling-customer-assist},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-15}
}