What's new for administrators in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center

Published

2026-09-03

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

• The Webex AI Agent transparency disclosure is configured at the AI agent level and applies to both scripted and autonomous AI agents. in context
• In European regions the Webex AI Agent transparency disclosure is enabled by default, and administrators who disable it must acknowledge the risks and add audit comments before opting out. in context
• Webex AI Agent can play an AI transparency disclosure on voice channels that callers cannot interrupt and that plays before the welcome message. in context
• Administrators were told that audit logs would no longer be available in the Management Portal after a 90 day window and were advised to download any needed audit events before removal. in context
• The word Classic is used for 2 unrelated things in Webex Contact Center documentation: the Classic voice media platform and Classic WFM which is a workforce management variant. field report in context
• Cisco announced that the last day of operation for the Webex Contact Center legacy voice media platform would be 30 November 2024 and that all customers must have completed their transition to the Real Time Media Service before that date. in context
• The word legacy is used in Webex Contact Center documentation for at least 6 different things: the Webex Contact Center 1.0 platform the Classic voice media platform a Customer Journey Platform licensing offer voice POP bridge telephony the former User Profile experience in the Management Portal and pre-Analyzer reports. field report in context
• Webex Contact Center enforces documented maximum configuration limits on both the Classic and the Next Generation platforms and existing customers exceeding them were granted exceptions. in context
• The Webex Contact Center Management Portal was decommissioned on 30 July 2026 at 9:00 AM UTC and its features were migrated to Control Hub and the Desktop. in context
• Support for a maximum of 5,000 concurrent logged in agents per tenant applies only to tenants provisioned with the Next Generation platform for voice. in context
• Where a Webex Contact Center document does not name a platform generation the corpus records the generation as unstated rather than assuming the current one. inferred in context
• The release history records that migration from the predecessor releases offered configuration extraction and conversion rather than an in place upgrade and that analyzer data and call recordings created on the legacy platform remained queryable after the legacy tenants were decommissioned. in context
• The Webex Contact Center release history for administrators is the corpus's primary instrument for dating a capability and for telling the 2 media platforms apart and it was last updated 2 days before this tranche's access date. inferred in context
• The Next Generation voice media platform is the Real Time Media Service abbreviated RTMS. in context
• The September 2024 end of service announcement states that Webex Contact Center introduced its next generation voice media platform over 2 years earlier. in context
• Webex Contact Center carries 2 independent version axes that are easily confused: a product generation axis running from CC-One through Customer Journey Platform and Webex Contact Center 1.0 to the current Webex Contact Center and a voice media platform axis running from Classic to Next Generation inside the current generation only. inferred in context
• The release history records that the Webex Contact Center 1.0 to Webex Contact Center upgrade allows the use of a voice POP bridge based voice option on the Next Generation platform. in context
• Cisco announced Personalized AI Routing as available for Webex Contact Center in the what's new entry dated 1 October 2026. in context
• Since 25 June 2026 Webex Contact Center Weighted Agent Insights routing lets administrators assign Dynamic Skills directly to agents outside skill profiles and apply weighted requirements at queue or contact-type level. in context
• As retrieved on 2026-09-30, the 'What's new for administrators in Webex Contact Center' page, whose latest entry was dated 30 September 2026, contained no entry for Translator Agent, real-time translation or translated transcripts. in context
• The Webex Contact Center 'What's new' page contained no entry mentioning UCCX, the migration tool or the discovery tool when checked on 22 September 2026. in context
• Before the July 2026 Flow V2 announcement there was no public Webex Contact Center API for authoring or managing flows, so bulk or scripted flow work in that period had to go through the Flow Designer user interface. inferred in context
• On 29 July 2026 Cisco announced that administrators and developers can use a public Flow schema and Flow V2 APIs on the Webex Contact Center Developer Portal to author, validate and manage flows programmatically. in context
• Cisco states that the Flow V2 APIs let teams search, validate, publish, export, lock and unlock flows, subflows and functions while keeping changes deterministic, versioned and reviewable. in context
• The live Webex Contact Center administrator release-note article, covering February 2026 through September 2026, contains no entry about vPOP, Common Edge, cloud connected PSTN or Webex Calling PSTN. in context
• The '18 languages' in the June 2026 GA announcement most likely counts locales: the GA set covers 15 distinct non-English languages but 18 locales, because French, Spanish and Portuguese variants are counted separately. inferred in context
• On 2026-06-08 Cisco announced General Availability of expanded non-English language support for Webex AI Agent on voice and digital channels, stating 18 languages in GA. in context
• Webex AI Pro Europe went live for autonomous AI agents on 2026-05-11 and was initially available in English. in context
• Support for the version 1.0 Webex AI Agent engines ends on 2027-02-15. in context
• On 2026-09-08 Cisco announced new AI engines for Webex AI Agent, Webex AI Pro 2.0, Webex AI Pro US 2.0 and Webex AI Pro EU 2.0, with the underlying model upgraded from GPT-4.1 to GPT-5.4. in context
• Answers about day-of-week or day-position recurrence, or partial-day holidays and overrides, that are drawn from material dated before late March 2026 are likely stale. inferred in context
• Cisco's examples for the March 2026 capability are an override on the 3rd Monday of every month from 1:00 PM to 2:00 PM for the next year, and holiday hours on the 11th of each month with no end date. in context
• Cisco's admin What's New page lists, under March 30, 2026, that admins can set overrides and holiday hours by specific days of the week or month, with time ranges within a day or recurring across multiple days. in context
• Webex Contact Center announced anti-malware scanning of incoming and outgoing digital channel attachments in its What's New entry dated January 31, 2024. in context
• Webex Contact Center raised the maximum character limit of an email from 25,000 to 500,000 characters in a September 27, 2024 release. in context
• An August 10, 2026 Webex Contact Center What's New entry lets admins use inline images in email templates and preview inline images in digital interaction transcripts. in context
• The August 2021 Tenant Self-service Settings release for Webex Contact Center administrators included security settings for chat and email attachments. in context
• The Function activity maps inputs and outputs to flow variables, so it exchanges data with the flow through variables. in context
• Flow Designer has a Function activity for adding inline custom code written in JavaScript or Python. in context
• The Function activity is positioned for data parsing, running custom scripts, and making HTTP requests within flows. in context
• Since the Flow Designer UI has no version control but the Flow V2 APIs can export, lock and publish functions, keeping function source in an external repository and promoting it via API is the documented route to reviewable change control. inferred in context
• The July 2026 Flow V2 entry points readers to a Flow Orchestration guide on the Webex Developer Portal for details. in context
• A What's new entry dated 29 July 2026 announced a public Flow schema and Flow V2 APIs in the Webex Contact Center Developer Portal for authoring, validating and managing flows programmatically. in context
• The Flow V2 APIs support search, validate, publish, export, lock and unlock operations on flows, subflows and functions. in context
• The July 2026 entry says the Flow V2 APIs keep flow, subflow and function changes deterministic, versioned and reviewable. in context
• The Function activity is documented as JavaScript or Python only, so CVP custom Java classes cannot be deployed as-is and would have to be rewritten or hosted as an external service. inferred in context
• Cisco replaced session-based minimums for AI Agent billing with per-second metering, and the matching AI Assistant change rolled out on 1 May 2026. in context
• Webex AI Quality Management features become available only after the organisation buys the corresponding SKU and an administrator enables them in Control Hub. in context
• Granular Agent State Control by Media Type, released 2026-04-30, lets agents and supervisors handle Voice, Chat, Email and Social states independently, is enabled by an administrator Control Hub toggle until 2026-10-29, and becomes generally available after that date. in context
• With Granular Agent State Control by Media Type, monitoring and barging controls are managed only from the Interactions page and are no longer in the Team Performance widget. disputed in context
• After the August 2026 change, existing organisations keep using their current Contact Center workspace, and additional workspaces remain available for custom data sources such as CRM events. in context
• The Analyzer 'Show Full Customer Journey' toggle is a view in the Contact Center Overview Historical dashboard that shows contact metrics across queues, agents, consults, transfers and conferences for an interaction; the What's New entry describing it does not mention CJDS. in context
• The What's New entry for the Analyzer Customer Insight Report says the report uses 'Customer Entity data' to build a customer-level view and does not name CJDS or Customer Journey Data as its source. in context
• No source read in this run states that CJDS events or progressive profiles are reportable in Webex Contact Center Analyzer, or that Analyzer's customer-journey features are built on CJDS; the two appear to be documented as separate data stores. inferred in context
• Per the What's New entry dated 6 August 2026, Webex Contact Center events flow automatically to the designated Customer-Journey-Widget workspace in CJDS. in context
• As of the 6 August 2026 What's New entry, the separate Contact Center connector toggle for CJDS is no longer available. in context
• An entry dated 2026-09-08 on the administrators' What's New page says the Webex AI Agent engine moved from GPT-4.1 to GPT-5.4. in context
• The administrators' What's New page records removal of features from the Management Portal dated 2026-04-30, including routing strategies, audit trail and call recording schedules. The page gives no end-of-life date for the portal itself. in context
• Setup articles that still send administrators to the Management Portal, such as step 2 of the digital channels setup, may be out of date for configuration Cisco has moved into Control Hub. inferred in context
• On 2026-09-17 WhatsApp and Facebook Messenger asset configuration became available directly in Control Hub. in context
• The 29 June 2026 release notes announced that agents can create scheduled callback requests during outbound campaigns, tied to the same queue and campaign as the original outbound call. in context
• The 29 June 2026 release note says administrators can enable or disable Scheduled, Personal and Campaign callbacks through desktop profile settings. disputed in context
• Scheduled Callback for Outbound Campaigns, in which agents create callback requests during outbound campaigns and the information is passed to the campaign manager, is listed in the release notes under 29 June 2026. in context
• The administrators' What's New page has an entry dated 2026-06-29 announcing support for blind transfers to directory numbers mapped to entry points, with consistent transfer behaviour across scenarios. in context
• Since the 3 September 2026 update, administrators can enable Auto accept interactions in a desktop profile so assigned agents do not manually accept ACD-offered digital interactions. in context
• Since the 3 September 2026 update, administrators can create, configure and manage Chat (mobile and web app) assets directly in Control Hub. in context
• Since the 17 September 2026 update, administrators can create, configure and manage WhatsApp and Facebook Messenger assets directly in Control Hub. in context
• The 3 September 2026 update lets administrators create, configure and manage Custom SMTP server based Email assets directly in Control Hub. disputed in context
• The administrator What's new page (April 30 2026) states administrators can create WhatsApp templates and submit them for Meta's approval within Quick Replies. disputed in context
• Cisco's Webex Contact Center 'What's new' changelog announced self-loop limits for Flow Designer activities under the heading 'Flow Reliability Enhancements', dated February 17, 2026. in context
• On 27 April 2026 Flow Designer received a modernised canvas with dark mode and reorganised activity grouping with improved search, so screenshots and menu paths in older guides may not match the current UI. in context
• Since the 24 April 2026 Flow Designer update, connecting an End activity to a port is a recommendation rather than a mandatory validation rule, which removes a class of validation errors that previously blocked publishing. in context
• Since June 2026 Flow Designer provides a 'flow:error' webhook that sends observability events when a flow hits an error, so teams can monitor failed flow executions in near real time. in context
• Cisco names Splunk as an example of an external analytics platform that can take flow:error webhook events. in context
• From July 2026 administrators and developers can use the public Flow schema and the Flow V2 APIs on the Webex Contact Center developer portal to author, validate, publish, export and lock flows programmatically. in context
• The Flow Designer start activity previously called NewPhoneContact is being renamed NewContact as the start node becomes omnichannel; Cisco says work items and digital channels will be added to it later. in context
• Safe Calling Window became available in the native campaign manager in the What's new entry dated May 21, 2026. in context
• The administrators' what's-new page lists, dated April 01 2026, enhanced call failure alerts under which Outdial and Direct Preview agents get desktop pop-up notifications for an invalid number, a network failure, a declined call or a busy line. in context
• For outdial calls the agent can dismiss a call failure notification and retry immediately with a corrected number. in context
• With the Show Full Customer Journey toggle off, the Contact Center Overview Historical dashboard uses its default queue view, and users can switch back to that view at any time. in context
• On 2026-08-20 Cisco introduced a Show Full Customer Journey toggle in the Analyzer Contact Center Overview Historical dashboard that shows contact metrics across the full interaction, including movement across queues, agents, consults, transfers and conferences. in context
• Two people looking at the same Contact Center Overview Historical dashboard with the Show Full Customer Journey toggle set differently can see different per-queue totals for transferred or re-queued contacts. inferred in context
• Cisco's 5 May 2026 release added Screenpop ANI Fallback for Salesforce only, which searches Salesforce by the caller's ANI when the primary customer data is unavailable. in context
• From 2026-06-25 Flow Designer offers a flow:error webhook that sends observability events when a flow encounters an error. in context
• From 2026-07-29 a public Flow schema and Flow V2 APIs let teams search, validate, publish, export, lock and unlock flows, subflows and functions programmatically. in context
• From 2026-04-27 Flow Designer moves to a modernized canvas with a refreshed user experience. in context
• In 2026-04 the NewPhoneContact start activity is renamed NewContact as an omnichannel start node. in context
• Administrators can control through user profile permissions which users may create and manage call monitoring requests. in context
• An administrator release note dated June 29, 2026 announces enhanced support for blind transfers to directory numbers mapped to entry points, removing earlier restrictions and producing a single interaction record for calls blind transferred to entry points. in context
• Under the Enhanced Voice Recording Experience announced May 25, 2026, interactions that include consults, transfers or conferences are captured as a single interaction with segmented recordings instead of separate interaction entries. in context
• Webex WFO introduced an enhanced WFM adherence connector, integrating with a new Webex webhook, to support Webex CC granular agent states. in context
• Webex CC granular agent states are scheduled to roll out to all Webex CC customers on October 29, 2026. in context
• Because the toggle window ends on October 29, 2026 and granular state control then reaches all agents, Webex WFO tenants that relied on keeping the toggle off will need state groupings reconfigured on the new adherence connector to avoid RTA interruption. inferred in context
• Once granular agent states are enabled, existing WFO state grouping configurations no longer align with the new multi-channel agent states, and RTA reporting is interrupted unless state groupings were reconfigured using the new adherence connector. in context

Cite this source record

APA

WarmTransfer. (2026, September 3). What's new for administrators in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-a1gx3h-whats-new-wxcc-admins

BibTeX

@misc{warmtransfer-cisco-help-a1gx3h-whats-new-wxcc-admins,
  title  = {What's new for administrators in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-a1gx3h-whats-new-wxcc-admins},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}