What's new for administrators in Webex Contact Center

Publisher

Cisco Systems (Webex Help Center)

URL

https://help.webex.com/article/nv7abhz/What's-new-for-administrators-in-Webex-Contact-Center

Published

2026-09-21

Updated

unknown

Accessed

2026-09-23

HTTP status

200

License

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

Source notes citing this source

• Analyzer data filters gained combined AND and OR logical operators in the what's-new entry dated 2026-03-19, together with consolidated profile variable functions. in context
• A Customer Insight Report was added to Analyzer (what's-new entry dated 2026-09-03); it uses Customer Entity data to group related interactions into a customer-level view with insights such as frequent intents, primary channel, contact activity and Auto-CSAT. in context
• A Show Full Customer Journey toggle on the Contact Center Overview Historical dashboard shows contact metrics across the full journey (what's-new entry dated 2026-08-20). in context
• KPI Cards, which let users build custom metric cards with colour-coded thresholds and add them to dashboards, were announced in the what's-new entry dated 2026-06-11. in context
• A reimagined Analyzer home page that brings visualizations, dashboards and folders into one starting point was announced in the what's-new entry dated 2026-08-20. in context
• A stock report added in the what's-new entry dated 2026-07-09 uses a shared Interaction ID to link Webex Contact Center and Webex Calling records so supervisors can track a call end to end. in context
• Since April 2026, Webex AI Agent Studio supports recording voice calls between AI agents and customers. in context
• Since May 2026, the EPIC CTI Connector can automatically send a Pause event to Webex Contact Center based on the active widgets in the clinician's workspace. in context
• Since August 2026, authorised admins can permanently delete eligible voice recordings and transcripts from individual interactions in Control Hub. in context
• In May 2026 Cisco migrated Webex Contact Center recording management into Control Hub under the new Interaction History section. in context
• Since August 2026, Webex WFO offers Auto Recovery that detects and repairs gaps in missing or incomplete recordings without user intervention, alongside manual recovery. in context
• An April 27 2026 release note introduced India PSTN compliance policy controls in preparation for general availability of Webex Contact Center operations in the India region. in context

Cite this source record

APA

WarmTransfer. (2026, September 21). What's new for administrators in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nv7abhz-whats-new-wxcc-admins

BibTeX

@misc{warmtransfer-cisco-help-nv7abhz-whats-new-wxcc-admins,
  title  = {What's new for administrators in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nv7abhz-whats-new-wxcc-admins},
  note   = {Cisco Systems (Webex Help Center), accessed 2026-09-23}
}