Set up personalized AI routing

Publisher

Cisco Webex

URL

https://help.webex.com/en-us/article/nw4k40w

Published

2026-10-01

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Copyright Cisco; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Webex Contact Center AI routing reports for evaluation mode and AI routing mode include only interactions longer than 30 seconds. in context
• When evaluation mode starts, Webex Contact Center trains the AI routing model on up to 90 days of historical interaction data for the selected business outcome. in context
• With Webex Contact Center AI routing active, existing queue, skill, priority, flow, availability and capacity rules still determine which agents are eligible. in context
• Using Webex Contact Center AI routing for live traffic requires the organisation to hold a specific entitlement, in addition to AI routing being enabled for the organisation. in context
• In Webex Contact Center AI routing evaluation mode the model predicts the recommended agent and expected outcome while regular routing continues to handle live interactions. in context
• Webex Contact Center AI routing monitoring compares the selected KPI average under AI routing and under regular routing and reports percentage and absolute improvement. in context
• The Webex Contact Center AI routing optimisation check returns High potential, Low potential or Failed for each queue analysed. in context
• Webex Contact Center allows at most 100 queues per organisation to use AI routing, at most 100 queues in evaluation mode at once, and 50 queue IDs per optimisation check request. in context

Cite this source record

APA

WarmTransfer. (2026, October 1). Set up personalized AI routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/webex-help-nw4k40w-personalized-ai-routing

BibTeX

@misc{warmtransfer-webex-help-nw4k40w-personalized-ai-routing,
  title  = {Set up personalized AI routing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/webex-help-nw4k40w-personalized-ai-routing},
  note   = {Cisco Webex, accessed 2026-10-02}
}