Enhance your efficiency using AI-generated summaries

Publisher

Cisco

URL

https://help.webex.com/article/ndt475w/Enhance-your-efficiency-using-AI-generated-summaries

Published

2026-07-30

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco proprietary documentation; no-redistribution; short excerpts and locators only

Source notes citing this source

• Agents can edit a generated summary, copy it with the Copy icon in the footer and rate it with thumbs up or thumbs down. in context
• A call drop summary is presented only when the customer calls back into the contact center within a 24-hour window of the original call. in context
• A call drop summary is presented only when the original call lasted longer than 30 seconds. in context
• Webex Contact Center needs up to 60 seconds to process a dropped call and generate its summary and if the customer calls again before processing completes the dropped call summary is not available for the new interaction. in context
• A call drop summary applies only when the original call ended with a non-Normal termination type such as Sudden Disconnect, Abandoned, Transfer Error, System Error or Queue Timeout. in context
• A call drop summary is presented only when the customer calls back from the same phone number (ANI) as the original call. in context
• When consulting or transferring, an agent can choose Exclude summary so that the mid-call summary is not shared with the receiving party. in context
• AI Assistant summary notifications appear in the top-right corner of the Agent Desktop and if a notification does not open the summary can be reached through the View summary link or the AI Assistant icon. in context
• A customer who drops after 20 seconds and calls back within a minute from the same number should not expect a dropped call summary, because both the 30-second minimum and the up-to-60-second processing window can exclude it. inferred in context
• After wrap-up completes, post-call summaries are stored for 24 hours and can be retrieved with the summaries API; the agent release notes date this API access to 2026-01-22. disputed in context
• The FAQ of the AI-generated summaries article states that APIs for retrieving summaries are currently not available and are under consideration for a future release. disputed in context
• AI agent transfer summaries cover escalated calls and calls handled by the AI agent, and summaries for handled calls are in Controlled Availability. in context
• If the virtual agent summary does not appear, the vendor's guidance is to check that the Control Hub setting is correct and to review console logs for API connection or configuration errors. in context
• Post-call wrap-up summaries are available for agent review only during wrap-up. in context

Cite this source record

APA

WarmTransfer. (2026, July 30). Enhance your efficiency using AI-generated summaries. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ndt475w-ai-generated-summaries

BibTeX

@misc{warmtransfer-cisco-help-ndt475w-ai-generated-summaries,
  title  = {Enhance your efficiency using AI-generated summaries},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ndt475w-ai-generated-summaries},
  note   = {Cisco, accessed 2026-10-02}
}