Webex Calling Call Queue and Customer Assist feature comparison

Publisher

Cisco Webex Help Center

URL

https://help.webex.com/en-us/article/nh5g8m4

Published

2026-09-15

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms of use; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Screen pop, agent wrap-up reasons, auto-answer for queue calls, real-time queue details for agents, and supervisor real-time and historical analytics in the Webex App are Customer Assist features that a plain call queue does not have. in context
• Webex Calling Customer Assist requires a Customer Assist license, sold through Cisco Collaboration Flex Plan 3.0, and that license includes a Webex Calling professional license. in context
• Choose a hunt group when calls only need to ring members in a pattern, a call queue when callers must wait with announcements, overflow and agent join/unjoin, and Customer Assist when you also need screen pop, wrap-up and supervisor dashboards. inferred in context
• Plain call queue supervisors monitor, coach and intervene with feature access codes, whereas Customer Assist supervisors get these functions in the Webex App. in context

Cite this source record

APA

WarmTransfer. (2026, September 15). Webex Calling Call Queue and Customer Assist feature comparison. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nh5g8m4-queue-vs-customer-assist-b

BibTeX

@misc{warmtransfer-cisco-help-nh5g8m4-queue-vs-customer-assist-b,
  title  = {Webex Calling Call Queue and Customer Assist feature comparison},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nh5g8m4-queue-vs-customer-assist-b},
  note   = {Cisco Webex Help Center, accessed 2026-09-30}
}