Cisco Webex AI Quality Management AI Transparency Technical Note

Publisher

Cisco Systems, Inc. (Cisco Trust Portal)

URL

https://trustportal.cisco.com/c/dam/r/ctp/docs/transparency/cisco-webex-ai-quality-management-ai-transparency-technical-note.pdf

Published

2026-03-01

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

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

Claims citing this source

• Webex AI Quality Management assigns evaluation forms to queues teams and individuals and produces per-question AI scores yet its note carries no employment decision restriction. inference in context
• The Webex AI Quality Management technical note contains no restriction on using its output for employment decisions and the word employment does not appear in it. fact in context
• Webex AI Quality Management uses fine-tuned BERT models statistical classifiers and third-party large language models from the Microsoft Azure OpenAI Service. fact in context
• The AI Quality Management fine-tuned evaluation models are trained per customer organisation are never shared across customers and do not leave the Webex Contact Center cloud. fact in context
• Supervisors can view and override AI evaluation scores and each override is captured as training data that feeds automatic model retraining. fact in context
• The published AI Quality Management sentiment bands overlap at their boundaries because -45 falls in both the negative and the neutral band and 45 falls in both the neutral and the positive band. fact in context
• The AI Quality Management sentiment score is a continuous value from -100 to 100 with negative given as -100 to -45 neutral as -45 to 45 and positive as 45 to 100. fact in context
• Webex AI Quality Management is scoped to the Webex Contact Center supervisor desktop and requires a supervisor licence and role-based access permissions defined in Control Hub and is stated as not intended for use outside those channels. fact in context
• The 3 Webex WFO and quality management AI transparency notes each carry a line reading copyright 2021 immediately followed by a second and correct copyright year. fact in context
• The 3 Webex WFO and quality management AI transparency notes each end their references section with a stray fragment reading Las on its own line. fact in context
• The AI Quality Management note names the Azure OpenAI Service and does not state which model it uses. inference in context
• Cisco states that its fine-tuned AI Quality Management models are specific to each organisation, that training data is never shared across organisations, and that it does not leave the Webex Contact Center cloud. fact in context
• The AI Quality Management note carries no prohibition on using its output for hiring, dismissal, promotion or discipline, although the feature scores individual agents. inference in context
• Cisco states that when a supervisor overrides an AI Quality Management evaluation score the override is used in the next training run, so the model converges on that organisation's view of quality. fact in context
• Cisco states that AI Quality Management sentiment analysis is based on text transcripts and that audio is not used to derive sentiment. fact in context
• AI Quality Management sentiment is scored from -100 to 100, and is deemed negative below -45, neutral between -45 and 45, and positive above 45. fact in context
• AI Quality Management uses fine-tuned BERT models and statistical classifiers built by Cisco together with third-party large language models from the Azure OpenAI Service, and defaults to the Azure models until a customer's own model is trained. fact in context
• The Webex AI features landing page catalogue does not reference every contact centre AI transparency note Cisco publishes; the Trust Portal's own search returns 4 further contact centre notes covering Suggested Responses, AI Quality Management, Workforce Optimization Enhancements and Workforce Optimization Agent Assist. inference in context
• None of the 7 notes read for this topic publishes a regional processing location table, where the Webex AI Agent note publishes 1 for 8 regions. inference in context
• The Cisco Trust Portal exposes a document search that returns document names, types, identifiers and file paths, and it lists more than 30 AI transparency technical notes across Cisco products. fact in context

Cite this source record

APA

WarmTransfer. (2026, March 1). Cisco Webex AI Quality Management AI Transparency Technical Note. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-trustportal-tn-webex-ai-quality-management

BibTeX

@misc{warmtransfer-cisco-trustportal-tn-webex-ai-quality-management,
  title  = {Cisco Webex AI Quality Management AI Transparency Technical Note},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-trustportal-tn-webex-ai-quality-management},
  note   = {Cisco Systems, Inc. (Cisco Trust Portal), accessed 2026-09-05}
}