Troubleshooting Webex AI Assistant summaries and transcripts that do not appear

See also

Sources

1. 1
   Agents can edit a generated summary, copy it with the Copy icon in the footer and rate it with thumbs up or thumbs down.

   Enhance your efficiency using AI-generated summaries · Summary sections (agent actions) · Checked 2026-10-02
2. 2
   The Analyzer AI Assistant Dashboard includes Dropped Call Summaries, Agent Summary Report, Real-time Transcription KPIs and Post-Call and Mid-Call Summary KPIs reports among others.

   AI Assistant reports in Analyzer · AI Assistant Dashboard section · Checked 2026-10-02
3. 3
   The Real-time Transcription KPIs report shows only interactions whose channel type is telephony.

   AI Assistant reports in Analyzer · Real-time Transcription KPIs section (note) · Checked 2026-10-02
4. 4
   The Post-Call and Mid-Call Summary KPIs report counts interactions with and without AI-generated summaries, which lets an administrator see whether summaries are being generated at all.

   AI Assistant reports in Analyzer · Post-Call and Mid-Call Summary KPIs section · Checked 2026-10-02
5. 5
   The enablement procedure turns Auto CSAT on from the Queue level settings section and the admin release notes record a 2026-03-26 change moving Auto CSAT from agent-level to queue-level configuration.disputed

   Enable AI Assistant features in Control Hub for Webex Contact Center · Auto CSAT procedure (Turn on Auto CSAT from Queue level settings) · Checked 2026-10-02
6. 6
   The feature table in the enablement article lists Auto CSAT with an Agent configuration level.disputed

   Enable AI Assistant features in Control Hub for Webex Contact Center · Feature table row Auto CSAT · Checked 2026-10-02
7. 7
   AI Assistant can suggest the most relevant wrap-up reason from the administrator-defined wrap-up code list, a capability the agent release notes date to 2026-05-28.

   What's new for agents in Webex Contact Center · Entry dated May 28, 2026 (Faster Wrap-up with AI-generated Reasons) · Checked 2026-10-02
8. 8
   A 2026-09-17 release added point-in-time transcripts for active interactions through a new API and post-interaction transcripts through the Captures API in vCon format.

   What's new for administrators in Webex Contact Center · Entry dated September 17, 2026 (Enhanced Digital Transcripts in vCon Format) · Checked 2026-10-02
9. 9
   AI Assistant features are enabled in Control Hub under Services > Contact Center > Desktop Experience > AI Features.

   Enable AI Assistant features in Control Hub for Webex Contact Center · Enable AI features procedure step 1 · Checked 2026-10-02
10. 10
    Because media streaming does not cover the consult leg, a consulted or transferred-to agent may not receive real-time transcripts for that leg even when transcription works for the first agent.inferred

    Enabling media streaming for specific queues · Limitation note in the introduction · Checked 2026-10-02
11. 11
    A custom desktop layout must add the component "comp": "ai-assistant" to the advancedHeader array for the agent, supervisor and agent-supervisor personas for the AI Assistant to appear.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Desktop layout section (custom layout JSON) · Checked 2026-10-02
12. 12
    Agents must have notifications enabled on the Webex Contact Center Agent Desktop because notifications are essential for using AI Assistant features.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section (agent desktop notifications) · Checked 2026-10-02
13. 13
    A call drop summary is presented only when the customer calls back into the contact center within a 24-hour window of the original call.

    Enhance your efficiency using AI-generated summaries · Dropped call summary section (presentation conditions) · Checked 2026-10-02
14. 14
    A call drop summary is presented only when the original call lasted longer than 30 seconds.

    Enhance your efficiency using AI-generated summaries · Dropped call summary section (presentation conditions) · Checked 2026-10-02
15. 15
    Webex Contact Center needs up to 60 seconds to process a dropped call and generate its summary and if the customer calls again before processing completes the dropped call summary is not available for the new interaction.

    Enhance your efficiency using AI-generated summaries · Dropped call summary section (processing note) · Checked 2026-10-02
16. 16
    A call drop summary applies only when the original call ended with a non-Normal termination type such as Sudden Disconnect, Abandoned, Transfer Error, System Error or Queue Timeout.

    Enhance your efficiency using AI-generated summaries · Dropped call summary section (termination types) · Checked 2026-10-02
17. 17
    The agent release notes date dropped call summaries and mid-call transfer summaries to an entry of 2025-02-11.

    What's new for agents in Webex Contact Center · Entry dated February 11, 2025 (AI-generated call summaries) · Checked 2026-10-02
18. 18
    A call drop summary is presented only when the customer calls back from the same phone number (ANI) as the original call.

    Enhance your efficiency using AI-generated summaries · Dropped call summary section (presentation conditions) · Checked 2026-10-02
19. 19
    The AI Assistant is available automatically with the Global Desktop Layout and needs no layout change.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Desktop layout section · Checked 2026-10-02
20. 20
    The admin release notes record a 2026-06-18 expansion of AI Assistant language support to 15 GA and 13 Controlled Availability languages covering transcription, summaries, Real-time Assist, Auto CSAT and wellness breaks.

    What's new for administrators in Webex Contact Center · Entry dated June 18, 2026 (Expanded Global Language Support for AI Assistants) · Checked 2026-10-02
21. 21
    For real-time transcripts in a custom desktop layout the RT_TRANSCRIPT visibility must be configured in the panel section for the agent, supervisor and agent-supervisor personas.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Desktop layout section (real-time transcription panel) · Checked 2026-10-02
22. 22
    The November 2025 real-time transcripts article names the Control Hub menu AI Assistant under Desktop Experience while the September 2026 enablement article names it AI Features so administrators following older instructions may not find the label they expect.inferred

    Enable real-time transcripts for agents · Configuration step 1 (Control Hub toggle path) · Checked 2026-10-02
23. 23
    When consulting or transferring, an agent can choose Exclude summary so that the mid-call summary is not shared with the receiving party.

    Enhance your efficiency using AI-generated summaries · Mid-call consult/transfer summary section · Checked 2026-10-02
24. 24
    For digital interactions the AI Assistant language is selected in Webex AI Studio on the Language tab of the AI Assistant Skill configuration.

    Multi-language Support for AI Assistant Features · Language configuration section (digital) · Checked 2026-10-02
25. 25
    Multi-language configuration options become available once multi-language support is enabled for the organisation via feature flags.

    Multi-language Support for AI Assistant Features · Prerequisites / configuration introduction · Checked 2026-10-02
26. 26
    Multi-language support applies to real-time transcription, summaries, Real-time Assist, Auto CSAT and wellness breaks.

    Multi-language Support for AI Assistant Features · Supported features section · Checked 2026-10-02
27. 27
    For voice, administrators configure the transcript language for each call flow in Flow Designer.

    Multi-language Support for AI Assistant Features · Language configuration section · Checked 2026-10-02
28. 28
    Non-English AI Assistant languages are split into GA, Controlled Availability and Beta tiers; for example Italian and Polish are GA, Japanese and Czech are Controlled Availability, and German, Dutch and Korean are Beta.

    Multi-language Support for AI Assistant Features · Language availability tables · Checked 2026-10-02
29. 29
    AI Assistant summary notifications appear in the top-right corner of the Agent Desktop and if a notification does not open the summary can be reached through the View summary link or the AI Assistant icon.

    Enhance your efficiency using AI-generated summaries · Summary notification sections and troubleshooting/FAQ section · Checked 2026-10-02
30. 30
    The AI Assistant is a paid add-on and administrators decide which AI Assistant features are available to users; an agent who cannot see the AI Assistant is told to contact the organisation's administrator.

    Cisco AI Assistant for Webex Contact Center · Introduction and the note on feature visibility (If you can't see the AI Assistant icon) · Checked 2026-10-02
31. 31
    Before the 2026-09-03 release, agents handling interactions with media processed outside the primary region likely did not receive real-time transcripts, so older reports of transcripts missing for such calls may reflect that gap.inferred

    What's new for administrators in Webex Contact Center · Entry dated September 03, 2026 (Regional Access for Real-time Transcripts) · Checked 2026-10-02
32. 32
    Call recording must be enabled because post-call processing of the recording is necessary to produce AI-generated summaries and Auto CSAT predictions.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section (Enable call recording to facilitate post-call processing) · Checked 2026-10-02
33. 33
    A 2026-09-03 release extended real-time transcripts to agents handling interactions whose media is processed in a region other than the tenant's primary region.

    What's new for administrators in Webex Contact Center · Entry dated September 03, 2026 (Regional Access for Real-time Transcripts) · Checked 2026-10-02
34. 34
    Real-time Assist is configured at agent level.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Feature table row Real-time Assist · Checked 2026-10-02
35. 35
    The November 2025 real-time transcripts article states that the release supported English (en-US) only.

    Enable real-time transcripts for agents · Prerequisites section (language) · Checked 2026-10-02
36. 36
    The real-time transcripts article lists Flex 3.0 as a prerequisite alongside the A-FLEX-AI-ASST add-on.

    Enable real-time transcripts for agents · Prerequisites section · Checked 2026-10-02
37. 37
    Real-time transcripts are displayed live on the Agent Desktop and are not stored.

    Enable real-time transcripts for agents · Limitations / note section · Checked 2026-10-02
38. 38
    Real-time transcription is enabled at queue level in Control Hub.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Feature table row Real-time transcriptions; Real-time transcription procedure · Checked 2026-10-02
39. 39
    The agent release notes date the introduction of real-time transcripts on the Agent Desktop to 2025-06-13.

    What's new for agents in Webex Contact Center · Entry dated June 13, 2025 (Real-time transcripts for agents) · Checked 2026-10-02
40. 40
    Sentiment analysis requires real-time transcription to be enabled for the queues where sentiment analysis is deployed.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Sentiment analysis prerequisites · Checked 2026-10-02
41. 41
    A customer who drops after 20 seconds and calls back within a minute from the same number should not expect a dropped call summary, because both the 30-second minimum and the up-to-60-second processing window can exclude it.inferred

    Enhance your efficiency using AI-generated summaries · Dropped call summary section (presentation conditions and processing note) · Checked 2026-10-02
42. 42
    Webex Contact Center AI Assistant capabilities require the organisation to purchase the AI Assistant add-on SKU A-FLEX-AI-ASST.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section · Checked 2026-10-02
43. 43
    The September 2026 enablement article tells administrators to add the Start Media Stream activity after the AgentAccepted node in Flow Designer to activate real-time transcription.disputed

    Enable AI Assistant features in Control Hub for Webex Contact Center · Real-time transcription procedure (Flow Designer step) · Checked 2026-10-02
44. 44
    The media streaming and real-time transcript articles tell administrators to place the Start Media Stream activity (behind a Condition) after the AgentAnswered event in the event flow canvas.disputed

    Enabling media streaming for specific queues · Procedure step (drag and drop the Condition activity after the AgentAnswered event) · Checked 2026-10-02
45. 45
    The media streaming article requires the organisation to be a customer of the Next Generation Media Platform to access streaming functionality.

    Enabling media streaming for specific queues · Prerequisites section · Checked 2026-10-02
46. 46
    Media streaming started with the Start Media Stream activity does not work on the consult leg, for example during consult or transfer calls.

    Enabling media streaming for specific queues · Limitation note in the introduction · Checked 2026-10-02
47. 47
    To stream media only for selected queues, the event flow uses a Condition activity that tests a global boolean variable (default False) and connects Start Media Stream to the True path.

    Enabling media streaming for specific queues · Procedure section · Checked 2026-10-02
48. 48
    AI-generated summaries are configured at queue level.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Feature table (configuration level column) row AI-generated Summaries · Checked 2026-10-02
49. 49
    After wrap-up completes, post-call summaries are stored for 24 hours and can be retrieved with the summaries API; the agent release notes date this API access to 2026-01-22.disputed

    Enhance your efficiency using AI-generated summaries · Post-call wrap-up summary section (storage note) · Checked 2026-10-02
50. 50
    The FAQ of the AI-generated summaries article states that APIs for retrieving summaries are currently not available and are under consideration for a future release.disputed

    Enhance your efficiency using AI-generated summaries · FAQ / troubleshooting section · Checked 2026-10-02
51. 51
    Under the Generated summaries switch Control Hub offers four separate summary toggles: Mid-call summaries, Call drop summaries, Virtual agent transfer summaries and Wrap-up summaries.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Generated summaries procedure · Checked 2026-10-02
52. 52
    A defensible triage order for missing summaries or transcripts follows the documented enablement chain: add-on SKU, user profile Desktop Experience, Control Hub AI Features and per-queue toggles, call recording, agent notifications and desktop layout, then the Start Media Stream event flow for transcripts.inferred

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites and procedure sections taken together · Checked 2026-10-02
53. 53
    Users must have AI Assistant included in the Desktop Experience settings of their contact center user profile to use AI Assistant features.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Prerequisites section (user profile Desktop Experience) · Checked 2026-10-02
54. 54
    AI agent transfer summaries cover escalated calls and calls handled by the AI agent, and summaries for handled calls are in Controlled Availability.

    Enhance your efficiency using AI-generated summaries · AI agent transfer summary section · Checked 2026-10-02
55. 55
    If the virtual agent summary does not appear, the vendor's guidance is to check that the Control Hub setting is correct and to review console logs for API connection or configuration errors.

    Enhance your efficiency using AI-generated summaries · FAQ / troubleshooting section (virtual agent summary not appearing) · Checked 2026-10-02
56. 56
    Agent wellbeing is configured at agent level.

    Enable AI Assistant features in Control Hub for Webex Contact Center · Feature table row Agent wellbeing · Checked 2026-10-02
57. 57
    Post-call wrap-up summaries are available for agent review only during wrap-up.

    Enhance your efficiency using AI-generated summaries · Post-call wrap-up summary section · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Webex AI Assistant summaries and transcripts that do not appear. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-ai-assistant-troubleshooting

@misc{warmtransfer-wxcc-ai-assistant-troubleshooting,
  title  = {Troubleshooting Webex AI Assistant summaries and transcripts that do not appear},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-ai-assistant-troubleshooting},
  note   = {Verified 2026-10-02}
}