Contact Center: Call Summaries and Handoff to Agent - AI Transparency Technical Note

Publisher

Cisco Systems, Inc. (Cisco Trust Portal)

URL

https://trustportal.cisco.com/c/dam/r/ctp/docs/white-paper/collaboration/ai-transparency-contact-center-summarization-technical-note.pdf

Published

2025-01-22

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

• The Call Summaries and Handoff to Agent technical note contains no restriction on using its output for employment decisions and the word employment does not appear in it. fact in context
• The Call Summaries note covers 4 summarization features under 1 document: call drop summary, virtual agent to human agent handoff summary, mid-call summary and wrap-up summary. fact in context
• Webex Contact Center summarization uses GPT-3.5 Turbo and GPT-4o Mini through the Microsoft Azure OpenAI Service API. fact in context
• Cisco states it does not use customer content to fine-tune or train the summarization models, and separately reports Microsoft's representation that Microsoft does not use customer data to improve Azure OpenAI models. fact in context
• The Trust Portal record for the Call Summaries and Handoff to Agent transparency note carries a document expiry date of 22 January 2026, which had already passed at the access date of 5 September 2026, while the record remained marked Active and latest version. fact in context
• Cisco states it does not retain the call transcript after inference but does store the generated summary until the user makes a new summary request. fact in context
• The Call Summaries note's statement of who can see a summary ends mid-sentence, leaving the sharing rule unstated. fact in context
• Cisco states the contact centre AI features covered by these notes are optional and that organisation administrators can disable them or let individual users choose. fact in context

Cite this source record

APA

WarmTransfer. (2025, January 22). Contact Center: Call Summaries and Handoff to Agent - AI Transparency Technical Note. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-trustportal-tn-wxcc-call-summaries

BibTeX

@misc{warmtransfer-cisco-trustportal-tn-wxcc-call-summaries,
  title  = {Contact Center: Call Summaries and Handoff to Agent - AI Transparency Technical Note},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-trustportal-tn-wxcc-call-summaries},
  note   = {Cisco Systems, Inc. (Cisco Trust Portal), accessed 2026-09-05}
}