Source record · tier 2 current vendor documentation

Webex Contact Center license consumption and reporting

Publisher: Cisco
URL: https://help.webex.com/en-us/article/n9vhuwe/Webex-Contact-Center-license-consumption-and-reporting
Published: 2026-07-31
Updated: unknown
Accessed: 2026-09-30
HTTP status: 200
License: Cisco proprietary; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

A Webex AI Agent license can be consumed by any mix of Scripted Voice, Scripted Digital, Autonomous Voice and Autonomous Digital usage. in context
Cisco AI Assistant voice usage is metered in seconds of agent-to-contact interaction and excludes queue and wrap-up time. in context
Cisco AI Assistant overage is charged in whole AI Assistant license units. in context
Cisco AI Assistant licenses and their minutes are pooled and shared across all agents in the organization rather than assigned per agent. in context
One Cisco AI Assistant license covers up to 1500 voice minutes or 1000 digital 10-message sessions. in context
One Webex AI Agent license covers up to 250 minutes of Autonomous Voice usage. in context
A Webex AI Agent digital session is up to 10 messages, and longer conversations are rounded up to the next 10-message increment. disputed in context
One Webex AI Agent license covers up to 4800 Scripted Digital sessions or up to 200 Autonomous Digital sessions. in context
Unused Webex AI Agent sessions do not roll over, and consumption beyond committed quantities incurs overage charges. in context
The Cisco AI Assistant and AI QM bundle covers 2500 voice minutes per bundle when an interaction uses only one workload, but 1500 voice minutes when the same interaction uses both AI Assistant and AI QM features. in context
One Webex AI Agent license covers up to 1600 minutes of Scripted Voice usage. in context
Webex AI Agent voice usage is metered in seconds and billed for the actual duration. in context
One Webex AI Agent unit provides up to 250 minutes of autonomous voice, 1,600 minutes of scripted voice, 200 autonomous digital sessions or 4,800 scripted digital sessions. in context
An AI Assistant and AI QM bundle provides 2,500 voice minutes or 1,600 digital sessions when only one workload is used, and 1,500 voice minutes or 1,000 digital sessions when both workloads are used. in context
Concurrent agent usage is counted as the highest number of agents logged in at the same time. in context
For concurrent licensing, an agent is counted as usage when signed in for at least one minute in each of four consecutive 15-minute sampling periods. in context
Control Hub shows Current Usage cards for agent licences (Premium and Standard consumed this billing cycle against commitment) and IVR ports (maximum daily port use against entitlement), with daily-detail views. in context
Customers can buy additional IVR ports separately from agent licences. in context
IVR ports are counted by simultaneous use within one minute, and calls that do not overlap are not counted as concurrent use. in context
Contacts waiting in queue do not occupy an IVR port; a port is occupied while a contact is interacting with IVR menus or messages. in context
For named licensing, a licence is counted for every agent who signs in to Webex Contact Center during the month, with the month set by the subscription billing date. in context
Overage usage is billed in arrears and does not raise the committed quantity of any SKU. in context
Overage SKUs are added to every order automatically, are priced separately from committed SKUs, and apply to usage above committed values for agents, IVR ports and Webex WFO. in context
An agent counts as one licence per billing cycle, and an agent counted as Premium at any point in the cycle is billed as Premium for that cycle. in context
For concurrent-agent licensing, usage is the highest number of agents signed in at the same time. An agent counts if signed in for at least one minute in each of four consecutive 15-minute sampling periods. in context
For named-agent licensing, one license counts for every agent who signs in to Webex Contact Center during the month, measured from the subscription billing date. in context
In one billing cycle an agent counts as one license. If the agent counts as Premium at any point in that cycle, they count as Premium for the whole cycle. Premium licenses can stand in for Standard licenses to reduce Standard overage. in context
The license consumption article names these license types: Standard Agent, Premium Agent, IVR ports, AI Agent, AI Assistant, the AI Assistant and QM bundle, and IVR Outbound Campaign. in context
Under concurrent-agent licensing, an agent is counted if signed in for at least one minute in each of four consecutive 15-minute sampling periods, and usage is the highest number of simultaneously signed-in agents. in context
Under named-agent licensing, one licence is counted for every agent who signs in to Webex Contact Center during the month, measured from the subscription billing date. in context
An agent counted as Premium at any point during a billing period is counted as one Premium licence for that period. in context

Cite this source record

APA

WarmTransfer. (2026, July 31). Webex Contact Center license consumption and reporting. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n9vhuwe-wxcc-license-consumption

BibTeX

@misc{warmtransfer-cisco-help-n9vhuwe-wxcc-license-consumption,
  title  = {Webex Contact Center license consumption and reporting},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n9vhuwe-wxcc-license-consumption},
  note   = {Cisco, accessed 2026-09-30}
}