Webex Contact Center AI agent assist and virtual agents

See also

Sources

1. 1
   Cisco states in the Webex Contact Center multi-language article dated 19 June 2026 that AI Assistant features previously available primarily in English now process conversations and generate insights in multiple languages, and lists 17 locales at General Availability including French Hindi Italian Polish Portuguese Romanian Spanish Greek Tamil Telugu Thai and Bahasa.disputed

   Multi-language Support for AI Assistant Features · opening paragraph and Supported languages tables · Checked 2026-09-16
2. 2
   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.

   Contact Center: Call Summaries and Handoff to Agent - AI Transparency Technical Note · Feature Overview · Checked 2026-09-05
3. 3
   Cisco publishes 5 AI Transparency Technical Notes covering Webex contact centre features: Call Summaries and Handoff to Agent, Agent Burnout Detection, Auto CSAT, Topic Analysis, and Webex AI Agent.

   Webex AI - Features · embedded catalogue, Cisco AI Assistant contact centre group and Webex AI Agent group · Checked 2026-09-05
4. 4
   The article's step 8 explicitly states the 'Agent Answers' default-configuration option 'is not applicable to the Webex Contact Center solution', consistent with its absence from the Webex Contact Center row of the availability table.

   Create a Contact Center AI configuration · step 8 (Choose one or more options...) · Checked 2026-09-04
5. 5
   Customers must purchase a separate AI Assistant add-on identified by SKU 'A-FLEX-AI-ASST' before administrators can enable any AI Assistant feature.

   Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-09-04
6. 6
   The data sheet lists AI Assistant as available on Webex Contact Center, WxCCE, UCCE, and PCCE -- matching the product list given in the CCAI availability table in the Control Hub help article.

   Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant section · Checked 2026-09-04
7. 7
   The AI Assistant is described as a paid add-on for Webex Contact Center; its features are visible only to organizations/users who have paid for the add-on and whose administrator has turned the specific feature on.

   Cisco AI Assistant for Webex Contact Center · FAQ section · Checked 2026-09-04
8. 8
   The article lists 7 AI Assistant capabilities by name: AI-generated summaries, Wellness breaks, Real-time transcripts, Auto CSAT, Topic Analytics, Real-time Assist, and Sentiment Analysis.

   Cisco AI Assistant for Webex Contact Center · table of contents · Checked 2026-09-04
9. 9
   The AI Assistant is licensed in 'units'; Cisco states each unit covers up to 1500 minutes of voice OR 1000 digital sessions, or a proportional mix of the 2.

   Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant licensing section · Checked 2026-09-04
10. 10
    Call recording must also be enabled to facilitate post-call processing necessary to produce Auto CSAT predictions.

    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable Auto CSAT feature > Before you begin · Checked 2026-09-04
11. 11
    Cisco states that Auto CSAT uses operational data and transcripts to evaluate 100 percent of voice interactions, positioning it as a replacement for low-response-rate customer surveys.

    Cisco AI Assistant for Webex Contact Center · intro / Auto CSAT section · Checked 2026-09-04
12. 12
    When enabling Auto CSAT for all queues, administrators choose between 'Experience Management' (CSAT survey questions used to train the model) or a 'Global Variable' (used to store survey responses) as the training data source.

    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable Auto CSAT feature section · Checked 2026-09-04
13. 13
    Cisco offers a combined AI Assistant + AI Quality Management bundle with 2 consumption options per bundle unit: 1500 minutes / 1000 digital sessions split across both workloads, or 2500 minutes / 1600 digital sessions concentrated in a single workload.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Bundle Option section · Checked 2026-09-04
14. 14
    A Contact Center AI (CCAI) configuration in Control Hub is the basis for 2 features: Virtual Agent (conversation handling via IVR flows) and Agent Answers (real-time agent assistance during calls).

    Create a Contact Center AI configuration · intro section · Checked 2026-09-04
15. 15
    When creating a CCAI configuration, administrators choose 1 of 3 connector types: 'Webex CCAI' (Cisco's default AI services), 'Integration Connector' (third-party platforms such as Google), or 'Service App' (third-party AI vendor via an authorized service app plus resource identifier).

    Create a Contact Center AI configuration · step 7 · Checked 2026-09-04
16. 16
    Administrators access AI Assistant features by signing in to Control Hub and navigating to Services > Contact Center > Desktop Experience > AI Features.

    Enable AI Assistant features in Control Hub for Webex Contact Center · How to access AI Assistant Features in Control Hub · Checked 2026-09-04
17. 17
    In the Dialogflow CX Virtual Agent V2 configuration section, the article states English (en-US) is currently the only supported language and only the u-law codec is supported.

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity output variables section (Dialogflow CX) · Checked 2026-09-04
18. 18
    Integrating with Dialogflow ES specifically requires the customer to have the Dialogflow Essentials edition.

    Configure Virtual Agent-Voice in Webex Contact Center · Dialogflow ES Prerequisites section · Checked 2026-09-04
19. 19
    Cisco defines 1 digital session as up to 10 inbound messages from an end user to an agent; for a longer digital interaction, an additional session is counted for every further 10 inbound messages or any fraction thereof.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant licensing section · Checked 2026-09-04
20. 20
    Cisco states the AI Assistant supports English only for now, with support for non-English languages currently in Beta.disputed

    Cisco AI Assistant for Webex Contact Center · FAQ section · Checked 2026-09-04
21. 21
    The feature table assigns each AI capability a specific enablement scope: AI-generated summary subtypes and Real-time transcriptions and Sentiment Analysis and Topic Analytics are Queue-scoped; Real-Time Assist, Agent wellbeing, and Auto CSAT are Agent-scoped; Evaluation/Speech Analytics and Coaching Insights are Org-scoped.

    Enable AI Assistant features in Control Hub for Webex Contact Center · List of AI Assistant features table · Checked 2026-09-04
22. 22
    Webex AI Quality Management is licensed using the same unit metric as AI Assistant (up to 1500 voice minutes or 1000 digital sessions per unit, or a proportional mix), but per the data sheet is available for Webex Contact Center only (not WxCCE/UCCE/PCCE).

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Quality Management licensing section · Checked 2026-09-04
23. 23
    Real-time Assist is described as continuously analyzing live conversations across both voice and digital channels to understand context and customer intent, then surfacing instant recommendations on what to say or do.

    Cisco AI Assistant for Webex Contact Center · Real-time Assist section · Checked 2026-09-04
24. 24
    The repository's last push (pushed_at) was 2025-11-26T18:02:10Z, over 9 months before this research date, though the repo's updated_at (non-code metadata) timestamp is more recent (2026-08-19T07:59:54Z).

    CiscoDevNet/webex-contact-center-ai-sample-code · api.github.com repo metadata · Checked 2026-09-04
25. 25
    Sentiment Analysis is described as part of Webex AI Quality Management (AI QM) and categorizes completed interactions as Positive, Neutral, or Negative based on customer tone and language.

    Cisco AI Assistant for Webex Contact Center · Sentiment Analysis section · Checked 2026-09-04
26. 26
    Sentiment Analysis requires real-time transcription to already be enabled for the relevant queues, with the associated call flows updated so transcription starts for those queues.

    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable Sentiment Analysis > Before you begin · Checked 2026-09-04
27. 27
    AI-generated summaries feature has 4 subtypes: dropped call summaries, virtual agent transfer summaries, consult and transfer (mid-call) summaries, and post-call (wrap-up) summaries.

    Cisco AI Assistant for Webex Contact Center · AI-generated summaries section · Checked 2026-09-04
28. 28
    Call recording must be enabled to facilitate post-call processing, which the article states is necessary to produce AI-generated summaries.

    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable AI-generated summaries feature > Before you begin · Checked 2026-09-04
29. 29
    AI Features in Control Hub can be configured at 3 levels: Organization level (org-wide plus further configuration), Queue level (selected queues or all queues), and Agent level (selected agents or all agents).

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-09-04
30. 30
    Real-time transcriptions, Sentiment analysis, and Auto CSAT are each marked with an asterisk in the feature table indicating they are also part of the separate AI Quality Management SKU.

    Enable AI Assistant features in Control Hub for Webex Contact Center · List of AI Assistant features table · Checked 2026-09-04
31. 31
    The article references 3 separate technical notes for administrators: 'Webex Contact Center Summarization Features', 'Agent Burnout Detection', and 'Auto CSAT', covering architecture, usage, safety, and ethics of each feature.

    Enable AI Assistant features in Control Hub for Webex Contact Center · AI Transparency Technical Notes section · Checked 2026-09-04
32. 32
    Enabling AI Assistant in Control Hub does not configure or control Topic Analytics; Topic Analytics must be configured separately in Desktop.

    Enable AI Assistant features in Control Hub for Webex Contact Center · footnote after feature table · Checked 2026-09-04
33. 33
    Enabling real-time transcription for all queues (rather than specific queues via conditional logic) requires manually adding a Start Media Stream activity in Flow Designer directly after the AgentAnswered event (inbound calls) or OutboundCall event (outbound calls).

    Enable AI Assistant features in Control Hub for Webex Contact Center · How to enable real-time transcriptions section · Checked 2026-09-04
34. 34
    Beyond purchasing the add-on, individual users need AI Assistant access granted through their user profile's Desktop Experience setting for the feature to appear.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-09-04
35. 35
    Cisco's availability table states Virtual Agent-voice is available for Webex Contact Center, Webex Contact Center Enterprise (WxCCE), Unified CCE (UCCE), and Packaged CCE (PCCE), in the Data Center regions US, UK, Frankfurt, Australia, Japan, Singapore, and Canada.

    Create a Contact Center AI configuration · Table 1: Availability of CCAI features · Checked 2026-09-04
36. 36
    Administrators can override the default VAV input language and output voice per-flow using Set Variable activities before the Virtual Agent V2 activity, setting Global_Language (e.g. fr-CA) and Global_VoiceName (e.g. en-US-Standard-D).

    Configure Virtual Agent-Voice in Webex Contact Center · Configure Virtual Agent V2 Activity section · Checked 2026-09-04
37. 37
    Integrating any VAV provider requires 2 prerequisites: configuring a service-provider-specific Integration Connector (e.g. Google CCAI connector) in Control Hub, and creating a Contact Center AI (CCAI) configuration, which generates a CCAI config ID used in Flow Control.

    Configure Virtual Agent-Voice in Webex Contact Center · Prerequisites sections (repeated per integration) · Checked 2026-09-04
38. 38
    Webex Contact Center's Virtual Agent-Voice currently supports 3 integration paths: Google Dialogflow CX, Google Dialogflow ES, and Bring Your Own Virtual Agent (BYOVA).

    Configure Virtual Agent-Voice in Webex Contact Center · Supported Integrations section · Checked 2026-09-04
39. 39
    Virtual Agent V2 has several fixed, non-configurable system defaults: infinite retries on invalid/no-input errors, barge-in enabled, DTMF termination symbol '#', DTMF no-input timeout of 5 seconds, and DTMF inter-digit timeout of 3 seconds.

    Configure Virtual Agent-Voice in Webex Contact Center · Default system-level settings section · Checked 2026-09-04
40. 40
    The Virtual Agent V2 flow activity has 2 outcome paths -- 'Handled' (virtual agent execution completed) and 'Escalated' (call must be escalated to a human agent) -- plus an 'Errored' error-handling path.

    Configure Virtual Agent-Voice in Webex Contact Center · Configure Virtual Agent V2 Activity section · Checked 2026-09-04
41. 41
    The Virtual Agent V2 activity must not be placed immediately after a Queue Contact activity, and must not be placed in the Event Flow canvas -- both configurations are explicitly unsupported.

    Configure Virtual Agent-Voice in Webex Contact Center · Configure Virtual Agent V2 activity (Dialogflow ES section) · Checked 2026-09-04
42. 42
    Placing the Virtual Agent V2 activity immediately after a Queue Contact activity, or in the Event Flow canvas, produces no runtime warning even though both configurations are unsupported.

    Configure Virtual Agent-Voice in Webex Contact Center · Configure Virtual Agent V2 activity (Dialogflow ES section) · Checked 2026-09-04
43. 43
    Cisco meters AI Assistant voice usage per second, and counts an additional digital session for every further 10 inbound messages or any fraction of 10.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · AI Assistant and AI Quality Management usage section · Checked 2026-09-04
44. 44
    Webex AI Agent (a separate product/SKU from AI Assistant) is also licensed in units, but with different metering: scripted agents provide 1600 minutes of voice or 4800 digital sessions per unit, while autonomous agents provide 250 minutes of voice or 200 digital sessions per unit.

    Cisco Collaboration Flex 3.0 Contact Center Data Sheet · Webex AI Agent licensing section · Checked 2026-09-04
45. 45
    The system-enforced self-loop limit for both the Virtual Agent and Virtual Agent V2 activities is 50 executions each.

    Build and manage flows with Flow Designer · System-enforced self-loop limits for activities (table) · Checked 2026-09-04
46. 46
    Cisco warns that setting a data retention period of 180 days or less may affect the performance and availability of certain artificial intelligence features, and does not name which features.

    Manage Retention and Purge Recordings and Transcripts in Webex Contact Center · Setting the retention period, step 3 · Checked 2026-09-05
47. 47
    Cisco states that enabling artificial intelligence features may limit access to voice transcripts, in addition to the effect of any retention policy.

    Manage retention policies in Control Hub · procedure step 7, note under Contact Center retention · Checked 2026-09-05
48. 48
    Webex Workforce Optimization Agent Assist is powered entirely by Azure OpenAI models hosted on the Azure platform, with no other third-party or proprietary model in use.

    Contact Center: Webex Workforce Optimization Agent Assist - AI Transparency Technical Note · Model Overview, Introduction, page 4 · Checked 2026-09-05
49. 49
    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.

    Cisco Webex AI Quality Management AI Transparency Technical Note · Model Overview, Model Architecture, pages 4 to 5 · Checked 2026-09-05
50. 50
    Real-time Assist is powered by a third-party large language model from Microsoft's Azure OpenAI Service.

    Cisco Contact Center Suggested Responses AI Transparency Technical Note · Model Overview, Model Architecture · Checked 2026-09-05
51. 51
    The document Cisco publishes as the Suggested Responses transparency note records that the feature was renamed to Real-time Assist and that its model changed, in a revision dated 1 September 2026.

    Cisco Contact Center Suggested Responses AI Transparency Technical Note · Revision History table, cover page · Checked 2026-09-05
52. 52
    The Real-time Assist document states the feature uses a model it names 5.4 mini from the Azure OpenAI Service, updated from a model it names 4o mini.

    Cisco Contact Center Suggested Responses AI Transparency Technical Note · Model Architecture and the Revision History table · Checked 2026-09-05
53. 53
    Webex Workforce Optimization Enhancements runs on Amazon Bedrock using Anthropic and Amazon Nova models together with Cisco's own transformer-based models.

    Contact Center: Webex Workforce Optimization Enhancements - AI Transparency Technical Note · Model Overview, Introduction, page 5 · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 16). Webex Contact Center AI agent assist and virtual agents. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-ai-features

@misc{warmtransfer-webex-cc-ai-features,
  title  = {Webex Contact Center AI agent assist and virtual agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-ai-features},
  note   = {Verified 2026-09-16}
}