What's new for administrators in Webex Contact Center

Publisher

Cisco

URL

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

Published

2026-10-01

Updated

unknown

Accessed

2026-10-01

HTTP status

200

License

proprietary; no-redistribution; short excerpts and locators only

Source notes citing this source

• Granular agent states are scheduled to roll out to all Webex Contact Center customers on October 29 2026. in context
• Cisco instructs tenants that want to continue using Webex WFO to keep the granular agent state admin toggle off in Control Hub. in context
• From April 30 2026 for six months until October 29 2026 Control Hub offers a tenant-level admin toggle to enable or disable Granular Agent State Control by media type. in context
• A tenant still on the original adherence connector on 2026-10-01 has under four weeks to re-group adherence states on the new connector before granular agent states reach every tenant and RTA reporting is at risk. inferred in context
• Moving to the new WFM adherence connector does not require enabling the granular agent states feature and can be done before the October 29 2026 cutover. in context
• Webex WFO introduced an enhanced WFM adherence connector that uses a new Webex webhook to track multi-channel agent activity for granular agent states. in context
• The Webex WFO URL was removed from the Webex Contact Center Management Portal with the April 30 2026 update because the link is available in Control Hub. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). What's new for administrators in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-a1gx3h-whats-new-wxcc-admins-f

BibTeX

@misc{warmtransfer-cisco-help-a1gx3h-whats-new-wxcc-admins-f,
  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-f},
  note   = {Cisco, accessed 2026-10-01}
}