Get started with Webex Calling Customer Assist for Agents

Publisher

Cisco Systems

URL

https://help.webex.com/en-us/article/n15c125

Published

2026-06-30

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 Customer Assist agent guide states that an agent in Wrapping Up receives no new calls. in context
• A Customer Assist agent who signs out remains a member of their call queues but stops receiving queue calls. in context
• Cisco's agent-facing help article for the product is titled Get started with Webex Calling Customer Assist for Agents and uses the name Customer Assist 4 times with 0 occurrences of CX Essentials, while the Unified CM migration article names the license CX Essentials, so the same entitlement appears under 2 names across 2 current Cisco articles. inferred in context
• After signing in to Webex App, a Customer Assist agent can join the queues their supervisor has added them to. in context
• The agent's real-time queue view in Webex App shows queue name, contacts currently in queue, total agents, agents staffed, agents idle and agents unavailable. in context
• When an agent accepts a queue call, a screen with customer information opens automatically, and after the call the agent picks a wrap-up reason from a list and clicks Submit. in context
• Customer Assist agents in Webex App are in one of three states: Available, Unavailable or Wrapping Up. in context

Cite this source record

APA

WarmTransfer. (2026, June 30). Get started with Webex Calling Customer Assist for Agents. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n15c125-customer-assist-agents

BibTeX

@misc{warmtransfer-cisco-help-n15c125-customer-assist-agents,
  title  = {Get started with Webex Calling Customer Assist for Agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n15c125-customer-assist-agents},
  note   = {Cisco Systems, accessed 2026-09-05}
}