Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist

Publisher

Cisco Systems, Inc. (help.webex.com)

URL

https://help.webex.com/en-us/article/nztf84bb/Cisco-AI-Assistant-for-Webex-Contact-Center:-Administrator%27s-guide-to-configuring-suggested-responses

Published

2026-02-10

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Real-Time Assist administrator guide devotes a named section to Guidelines for Writing Instructions for AI Assistant Skills with 7 subsections covering providing instructions to the AI Assistant as you would to agents, role and tone, mirroring contact centre standard operating procedures, referencing actions, empathy and compliance and escalation cues and guardrails, planning for errors and preserving context, and keeping instructions focused and actionable. field report in context
• Cisco describes Real-Time Assist as supporting both inbound and outbound voice calls and inbound digital interactions, naming no outbound digital case. field report in context
• Cisco lists 5 prerequisites before Real-Time Assist can be enabled: the organisation must run on the Webex Contact Center Flex 3.0 platform, it must have purchased the A-FLEX-AI-ASST add-on SKU, media forking must be enabled in Flow Designer for the relevant queues for voice interactions, Webex Connect must be enabled to create actions and automate workflows, and the administrator must hold role-based access control privileges that include access to Real-Time Assist. in context
• The Guidelines for Writing Instructions for AI Assistant Skills section instructs administrators to limit an AI Assistant skill's instruction set to 10-15 clear rules, each rule describing a single behaviour and written in plain language. in context
• For voice interactions Real-Time Assist requires media forking to be enabled in Flow Designer for the relevant queues, so the feature is switched on per queue in the flow rather than once for the organisation. in context
• Cisco names A-FLEX-AI-ASST as the add-on SKU an organisation must purchase for Real-Time Assist and states that the entitlement grants access to all AI Assistant features. in context
• Real-Time Assist is powered by AI Assistant skills that an administrator creates and manages in Webex AI Studio, reached from Control Hub at Services then Contact Center then AI Assistant under Desktop Experience then the Manage AI Assistant skills link in the Real-Time Assist section, and those skills are then linked to queues. in context
• AI-generated summaries are reached through the same A-FLEX-AI-ASST add-on entitlement that grants every other AI Assistant feature, so an organisation cannot buy summarisation without buying the rest. inferred in context
• Real-Time Assist requires the A-FLEX-AI-ASST add-on SKU, which grants access to all AI Assistant features. in context

Cite this source record

APA

WarmTransfer. (2026, February 10). Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nztf84bb-real-time-assist-admin

BibTeX

@misc{warmtransfer-cisco-help-nztf84bb-real-time-assist-admin,
  title  = {Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nztf84bb-real-time-assist-admin},
  note   = {Cisco Systems, Inc. (help.webex.com), accessed 2026-09-16}
}