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

Claims 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. fact in context
• Call recording must also be enabled to facilitate post-call processing necessary to produce Auto CSAT predictions. fact 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. fact in context
• Administrators access AI Assistant features by signing in to Control Hub and navigating to Services > Contact Center > Desktop Experience > AI Features. fact 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. fact 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. fact in context
• Call recording must be enabled to facilitate post-call processing, which the article states is necessary to produce AI-generated summaries. fact 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). fact 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. fact 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. fact in context
• Enabling AI Assistant in Control Hub does not configure or control Topic Analytics; Topic Analytics must be configured separately in Desktop. fact 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). fact 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. fact 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}
}