Source record · tier 2 current vendor documentation
Enable AI Assistant features in Control Hub for Webex Contact Center
- Publisher
- Cisco Systems, Inc. (Webex Help Center)
- URL
- https://help.webex.com/en-us/article/ndezdu5/Enable-AI-features-in-Control-Hub-for-Webex-Contact-Center
- Published
- 2026-09-02
- Updated
- unknown
- Accessed
- 2026-09-04
- HTTP status
- 200
- License
- Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only
Source notes citing this source
- Customers must purchase a separate AI Assistant add-on identified by SKU 'A-FLEX-AI-ASST' before administrators can enable any AI Assistant feature. in context
- AI Assistant features are enabled in Control Hub under Services > Contact Center > Desktop Experience > AI Features. in context
- The enablement scope table in the enable-AI-features article lists Auto CSAT as an agent-level feature. disputed in context
- The Auto CSAT procedure turns the feature on from the queue-level settings and applies it to all queues or to queues selected on the Queues tab. disputed in context
- When enabling Auto CSAT the administrator selects either Experience Management (CSAT questions from surveys) or a Global Variable that stores survey responses. in context
- When a call drops, AI Assistant generates a summary for the next agent when the customer calls back, so the customer does not have to repeat information. in context
- AI Assistant is enabled automatically with the Global Desktop Layout; a custom layout must add an entry with comp set to ai-assistant in the advancedHeader array for each relevant persona. in context
- Agents must have notifications enabled on the Webex Contact Center Agent Desktop for AI Assistant features such as wellness breaks. in context
- Organizations with the AI Assistant and AI Quality Management bundle can enable features of both on the same Control Hub AI Features page. in context
- Call recording must be enabled for AI Assistant features that need post-call processing, including generated summaries, wellness breaks and Auto CSAT. in context
- With a custom desktop layout, the panel section must carry the visibility attribute RT_TRANSCRIPT for the agent, supervisor and agent-supervisor personas; the Global Layout needs no change for real-time transcripts. in context
- The enable-AI-features article says to add the Start Media Stream activity after the AgentAccepted node on the event flow canvas, then save and publish the flow. disputed in context
- Real-time transcriptions are turned on in the queue-level settings of the AI Features page, for all queues or for specific queues, and apply to inbound and outbound calls. in context
- Sentiment analysis is enabled per queue and requires real-time transcription to be enabled for the selected queues, with flows updated to start transcription. in context
- Webex Contact Center AI Assistant features require the customer to purchase the AI Assistant add-on SKU A-FLEX-AI-ASST. in context
- Generated summaries are enabled at queue level: the administrator applies them to all queues or selects specific queues, then saves. in context
- The Generated summaries section offers mid-call (transfer and consult) summaries, call drop summaries, virtual agent transfer summaries and wrap-up summaries as separately selectable options. in context
- Enabling AI features in Control Hub does not configure Topic Analytics; it is configured separately. in context
- Users need AI Assistant included in their user profile access, set as part of the Desktop Experience settings in the profile. in context
- Agent well being is enabled under the agent-level settings of the AI Features page, applied to all agents or to agents selected on the Agents tab. in context
- The wrap-up summary is generated automatically after the customer disconnects and captures the reason for the call, actions taken, status and follow-up items. in context
- The enablement procedure turns Auto CSAT on from the Queue level settings section and the admin release notes record a 2026-03-26 change moving Auto CSAT from agent-level to queue-level configuration. disputed in context
- The feature table in the enablement article lists Auto CSAT with an Agent configuration level. disputed in context
- AI Assistant features are enabled in Control Hub under Services > Contact Center > Desktop Experience > AI Features. in context
- A custom desktop layout must add the component "comp": "ai-assistant" to the advancedHeader array for the agent, supervisor and agent-supervisor personas for the AI Assistant to appear. in context
- Agents must have notifications enabled on the Webex Contact Center Agent Desktop because notifications are essential for using AI Assistant features. in context
- The AI Assistant is available automatically with the Global Desktop Layout and needs no layout change. in context
- For real-time transcripts in a custom desktop layout the RT_TRANSCRIPT visibility must be configured in the panel section for the agent, supervisor and agent-supervisor personas. in context
- Call recording must be enabled because post-call processing of the recording is necessary to produce AI-generated summaries and Auto CSAT predictions. in context
- Real-time Assist is configured at agent level. in context
- Real-time transcription is enabled at queue level in Control Hub. in context
- Sentiment analysis requires real-time transcription to be enabled for the queues where sentiment analysis is deployed. in context
- Webex Contact Center AI Assistant capabilities require the organisation to purchase the AI Assistant add-on SKU A-FLEX-AI-ASST. in context
- The September 2026 enablement article tells administrators to add the Start Media Stream activity after the AgentAccepted node in Flow Designer to activate real-time transcription. disputed in context
- AI-generated summaries are configured at queue level. in context
- Under the Generated summaries switch Control Hub offers four separate summary toggles: Mid-call summaries, Call drop summaries, Virtual agent transfer summaries and Wrap-up summaries. in context
- A defensible triage order for missing summaries or transcripts follows the documented enablement chain: add-on SKU, user profile Desktop Experience, Control Hub AI Features and per-queue toggles, call recording, agent notifications and desktop layout, then the Start Media Stream event flow for transcripts. inferred in context
- Users must have AI Assistant included in the Desktop Experience settings of their contact center user profile to use AI Assistant features. in context
- Agent wellbeing is configured at agent level. in context
- Call recording must also be enabled to facilitate post-call processing necessary to produce Auto CSAT predictions. in context
- When enabling Auto CSAT for all queues, administrators choose between 'Experience Management' (CSAT survey questions used to train the model) or a 'Global Variable' (used to store survey responses) as the training data source. in context
- Administrators access AI Assistant features by signing in to Control Hub and navigating to Services > Contact Center > Desktop Experience > AI Features. in context
- The feature table assigns each AI capability a specific enablement scope: AI-generated summary subtypes and Real-time transcriptions and Sentiment Analysis and Topic Analytics are Queue-scoped; Real-Time Assist, Agent wellbeing, and Auto CSAT are Agent-scoped; Evaluation/Speech Analytics and Coaching Insights are Org-scoped. in context
- Sentiment Analysis requires real-time transcription to already be enabled for the relevant queues, with the associated call flows updated so transcription starts for those queues. in context
- Call recording must be enabled to facilitate post-call processing, which the article states is necessary to produce AI-generated summaries. in context
- AI Features in Control Hub can be configured at 3 levels: Organization level (org-wide plus further configuration), Queue level (selected queues or all queues), and Agent level (selected agents or all agents). in context
- Real-time transcriptions, Sentiment analysis, and Auto CSAT are each marked with an asterisk in the feature table indicating they are also part of the separate AI Quality Management SKU. in context
- The article references 3 separate technical notes for administrators: 'Webex Contact Center Summarization Features', 'Agent Burnout Detection', and 'Auto CSAT', covering architecture, usage, safety, and ethics of each feature. in context
- Enabling AI Assistant in Control Hub does not configure or control Topic Analytics; Topic Analytics must be configured separately in Desktop. in context
- Enabling real-time transcription for all queues (rather than specific queues via conditional logic) requires manually adding a Start Media Stream activity in Flow Designer directly after the AgentAnswered event (inbound calls) or OutboundCall event (outbound calls). in context
- Beyond purchasing the add-on, individual users need AI Assistant access granted through their user profile's Desktop Experience setting for the feature to appear. in context
- Virtual agent transfer summaries are enabled in Control Hub at Services > Contact Center > Desktop Experience > AI Features, under Generated Summaries, for all queues or selected queues. in context
- AI-generated summaries require the A-FLEX-AI-ASST AI Assistant add-on, and users need AI Assistant access in their Desktop Experience settings. in context
- The virtual agent transfer summary appears in the AI Assistant widget on Agent Desktop; the global layout includes it, and custom layouts must add the ai-assistant component to the advancedHeader. in context
Cite this source record
APA
WarmTransfer. (2026, September 2). Enable AI Assistant features in Control Hub for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ndezdu5-wxcc-enable-ai-features
BibTeX
@misc{warmtransfer-cisco-help-ndezdu5-wxcc-enable-ai-features,
title = {Enable AI Assistant features in Control Hub for Webex Contact Center},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/sources/cisco-help-ndezdu5-wxcc-enable-ai-features},
note = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}