Troubleshooting virtual agent and AI Agent handoffs in Webex Contact Center

See also

Sources

1. 1
   Webex AI agents built in AI Agent Studio reach voice calls through the Virtual Agent V2 activity in Flow Designer. Digital channels use the AI Agent node in Webex Connect flows instead.

   Use AI agents for customer interactions · Voice channel and Digital channel sections · Checked 2026-10-01
2. 2
   For the Webex AI Pro-Europe 1.0 engine, English is the only language supported by default and en-GB is the default locale. Webex AI Pro 1.0 supports multiple languages.

   Webex AI Agent Studio Administration guide · Supported languages > Webex AI Pro-Europe 1.0 and Webex AI Pro 1.0 · Checked 2026-10-01
3. 3
   For the Webex AI Pro-US 1.0 engine, English is the only language supported by default and en-US is the default locale.

   Webex AI Agent Studio Administration guide · Supported languages > Webex AI Pro-US 1.0 · Checked 2026-10-01
4. 4
   AI Agent Studio transfer actions have a toggle: when on, the AI agent tells the customer about the transfer before executing it; when off, it performs a silent transfer.

   Webex AI Agent Studio Administration guide · Actions > Custom transfer action > announce transfers toggle · Checked 2026-10-01
5. 5
   Cisco states that autonomous AI agents on the voice channel are currently limited to specific customers.

   Use AI agents for customer interactions · Voice channel > prerequisites / note · Checked 2026-10-01
6. 6
   Cisco's BYOVA sample README describes the audio exchanged with a bring-your-own virtual agent as mono 8 kHz or 16 kHz WAV or raw PCM, encoded Linear16 or G.711 u-law, with en-US as the language.

   CiscoDevNet/webex-contact-center-provider-sample-code · bring-your-own/virtual-agent/README.md > audio format section · Checked 2026-10-01
7. 7
   Google CCAI connector onboarding requires a Cisco Commerce Workspace order, completion of the Assessment to Quality (A2Q) process and a CCAI provisioning form that maps the customer's GCP Project ID to Cisco's service account.

   Configure Google CCAI connector · Prerequisites · Checked 2026-10-01
8. 8
   A Contact Center AI configuration is created in Control Hub under Services > Contact Center > Tenant settings > Integrations, on the Features tab, with New > Contact Center AI Config.

   Create a Contact Center AI configuration · Create a Contact Center AI configuration > procedure · Checked 2026-10-01
9. 9
   Cisco lists Virtual Agent and Agent Answers as available in the US, UK, Frankfurt, Australia, Japan, Singapore and Canada.

   Create a Contact Center AI configuration · Create a Contact Center AI configuration > regional availability note · Checked 2026-10-01
10. 10
    Custom data passed from Flow Designer through the Virtual Agent V2 State Event settings is referenced inside an AI agent's goal, welcome message, instructions and action or slot descriptions with {{variable name}} syntax.

    Configure custom data and custom events for AI agents · Custom data · Checked 2026-10-01
11. 11
    Custom data for autonomous AI agents is currently supported only on the voice channel.

    Configure custom data and custom events for AI agents · Custom data > limitation note · Checked 2026-10-01
12. 12
    At system level the Virtual Agent V2 activity enables barge-in, allows infinite retries for invalid or no input, and uses # as the DTMF termination symbol. Administrators cannot change these.

    Configure Virtual Agent-Voice in Webex Contact Center · Default system-level settings · Checked 2026-10-01
13. 13
    The Virtual Agent V2 system-level no-input timeout is fixed at 5 seconds and the inter-digit timeout at 3 seconds. Administrators cannot change either.

    Configure Virtual Agent-Voice in Webex Contact Center · Default system-level settings · Checked 2026-10-01
14. 14
    Dialogflow CX can optionally log API requests, responses and webhook requests, responses and errors to Cloud Logging, enabled from the agent's general settings.

    Cloud logging · Cloud logging > enabling and log entry titles · Checked 2026-10-01
15. 15
    In Cisco's worked example, the Webex Contact Center AI Config for Dialogflow CX references a Dialogflow conversation profile ID that has the CX agent assigned to it.

    Configure Dialogflow CX Virtual Agent · Configure > Virtual agent creation and Webex integration steps · Checked 2026-10-01
16. 16
    A Dialogflow CX agent's default language cannot be changed after creation except by export and restore, though additional languages and auto-detection can be added.

    Agent settings · Agent settings > General / language settings · Checked 2026-10-01
17. 17
    The Virtual Agent-Voice article's Limitations section states that en-US is currently the only supported language.

    Configure Virtual Agent-Voice in Webex Contact Center · Limitations (Dialogflow CX) · Checked 2026-10-01
18. 18
    Cisco's Dialogflow CX technote lists four Google APIs used by the integration (Dialogflow, Cloud Speech-to-Text, Cloud Natural Language and Cloud Text-to-Speech). Their usage is not free and needs a billing account.

    Configure Dialogflow CX Virtual Agent · Requirements · Checked 2026-10-01
19. 19
    Dialogflow CX imposes no structure on the metadata carried by a Live agent handoff response, so the integration decides the schema.

    Fulfillments | Dialogflow CX · Response messages > Live agent handoff · Checked 2026-10-01
20. 20
    Dialogflow CX's Live agent handoff response only signals to the detect-intent caller that the conversation should go to a human. Dialogflow uses it for measurement and does not alter session state or perform the handoff itself.

    Fulfillments | Dialogflow CX · Response messages > Live agent handoff · Checked 2026-10-01
21. 21
    In Cisco's Dialogflow CX example, a Live agent handoff response with a custom JSON payload (for example dialogflow.ccai.live-agent-escalation with Type_Of_Agent) makes the call leave the Escalate output of the Virtual Agent V2 activity.

    Configure Dialogflow CX Virtual Agent · Configure > Dialogflow flow design > What_Kind_Of_Agent page (live agent handoff) · Checked 2026-10-01
22. 22
    Dialogflow CX conversation history lists production conversations with flags such as Live Agent Handoff and Abandoned, and a turn-by-turn view showing matched intents, active pages, flows and parameters.

    Conversation history · Conversation history > conversation list and details · Checked 2026-10-01
23. 23
    Dialogflow CX conversation history must be enabled in agent settings and needs the dialogflow.conversations permission to view.

    Conversation history · Conversation history > requirements · Checked 2026-10-01
24. 24
    When conversation history is enabled, Google keeps the conversation data for a default of 365 days, adjustable through security settings.

    Conversation history · Conversation history > data retention · Checked 2026-10-01
25. 25
    Dialogflow CX Cloud Logging records at most 500 turns per conversation, and drops QueryResult.diagnosticInfo when a response exceeds the log entry size limit.

    Cloud logging · Cloud logging > limitations · Checked 2026-10-01
26. 26
    Dialogflow CX raises the built-in event sys.no-input-default when no end-user input is received, including empty audio or a timeout.

    State handlers · Event handlers > Built-in events · Checked 2026-10-01
27. 27
    Dialogflow CX raises the built-in event sys.no-match-default when end-user input matches no in-scope intent. Numbered variants sys.no-match-1 to sys.no-match-6 are invoked first, in order, when defined.

    State handlers · Event handlers > Built-in events · Checked 2026-10-01
28. 28
    Dialogflow CX agent speech settings let the administrator select the language and voice used for speech synthesis, including custom voices.

    Agent settings · Agent settings > Speech and IVR settings / Text-to-Speech · Checked 2026-10-01
29. 29
    Dialogflow CX raises webhook.error when a webhook call returns an error. Fine-grained events webhook.error.timeout, .bad-request, .rejected, .unavailable and .not-found take precedence when a matching handler exists.

    State handlers · Event handlers > Built-in events (webhook events) · Checked 2026-10-01
30. 30
    On digital channels the Webex Connect AI Agent node signals a request for a human with an onAgentHandover outcome, rather than the voice activity's Escalated outcome.

    Use AI agents for customer interactions · Digital channel > AI Agent node outcomes · Checked 2026-10-01
31. 31
    The Enable Conversation Transcript check box on the Virtual Agent V2 activity lets Agent Desktop display the transcript of the conversation between the virtual agent and the caller.

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity > Advanced Settings > Enable Conversation Transcript · Checked 2026-10-01
32. 32
    In Cisco's example, the Escalated path parses the handoff payload into a flow variable and uses a Case activity to route to the matching Queue Contact activity. The Escalated outcome itself does not choose a queue.

    Configure Dialogflow CX Virtual Agent · Configure > Webex Contact Center flow configuration steps 4 and 5 · Checked 2026-10-01
33. 33
    To use the customer's own GCP project with the Google CCAI connector, the CCAI Project Name and the Billable Project Name must be the same.

    Configure Google CCAI connector · Set up the Google CCAI connector > procedure note · Checked 2026-10-01
34. 34
    To change the virtual agent conversation language, a Set Variable activity sets the Global_Language variable to the required language code (the documented example is fr-CA) before the Virtual Agent V2 activity.

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity > Conversational Experience settings (custom language and voice) · Checked 2026-10-01
35. 35
    To change the synthesized voice, a Set Variable activity sets the Global_VoiceName variable to the required output voice name code, for example en-US-Standard-D.

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity > Conversational Experience settings (custom language and voice) · Checked 2026-10-01
36. 36
    In Webex AI Agent Studio the Agent handover action is enabled by default, allowing the AI agent to escalate the conversation to a human agent.

    Webex AI Agent Studio Administration guide · Actions > Agent handover · Checked 2026-10-01
37. 37
    Inference: because the Escalated outcome only exits the activity and the Dialogflow handoff signal performs no transfer, an 'escalation never reaches the queue' symptom is most likely in the flow after the Escalated outcome (Parse, Case and Queue Contact wiring) or in a missing handoff or transfer action on the bot side.inferred

    Configure Dialogflow CX Virtual Agent · Configure > Webex Contact Center flow configuration, read together with google-dfcx-fulfillment Live agent handoff and the n6gaghu Outcomes section · Checked 2026-10-01
38. 38
    Inference: Cisco's Virtual Agent-Voice article both documents Global_Language with a fr-CA example and states en-US is the only supported language, so whether non-en-US Dialogflow CX conversations are supported cannot be settled from this page alone.inferred

    Configure Virtual Agent-Voice in Webex Contact Center · Conversational Experience settings versus Limitations (Dialogflow CX) · Checked 2026-10-01
39. 39
    Inference: documented constraints that could each produce silence or a non-answering virtual agent are a missing CCAI config or connector, a tenant region outside the listed CCAI regions, a non-u-law media path, and placing the activity after Queue Contact or in the Event Flow.inferred

    Configure Virtual Agent-Voice in Webex Contact Center · Prerequisites and Limitations, read together with npbt02j regional availability note · Checked 2026-10-01
40. 40
    Cisco's example reads virtual agent data in the flow with a Parse activity that applies a JSON Path expression (for example $.Params.Estimate_Agents_Count) to VirtualAgentV2.MetaData and stores the result in a flow or global variable.

    Configure Dialogflow CX Virtual Agent · Configure > Webex Contact Center flow configuration (Handled and Escalated paths) · Checked 2026-10-01
41. 41
    Cisco instructs administrators not to place a Virtual Agent V2 activity after a Queue Contact activity in a flow.

    Configure Virtual Agent-Voice in Webex Contact Center · Limitations · Checked 2026-10-01
42. 42
    Cisco instructs administrators not to use the Virtual Agent V2 activity in the Event Flow canvas.

    Configure Virtual Agent-Voice in Webex Contact Center · Limitations · Checked 2026-10-01
43. 43
    The Virtual Agent V2 activity's Errored output is the path the flow takes in any error scenario.

    Configure Virtual Agent-Voice in Webex Contact Center · Error Handling > Errored · Checked 2026-10-01
44. 44
    The Virtual Agent V2 activity takes its Escalated outcome when the call must be escalated to a human agent.

    Configure Virtual Agent-Voice in Webex Contact Center · Outcomes > Escalated · Checked 2026-10-01
45. 45
    The Virtual Agent V2 activity takes its Handled outcome when the virtual agent execution completes.

    Configure Virtual Agent-Voice in Webex Contact Center · Outcomes > Handled · Checked 2026-10-01
46. 46
    The output variable VirtualAgentV2.MetaData stores the JSON data that the system receives from the agent as part of fulfillment, custom-event handling or a transfer action, and can drive later flow logic.

    Use AI agents for customer interactions · Voice channel > Activity Output Variables > VirtualAgentV2.MetaData · Checked 2026-10-01
47. 47
    The output variable VirtualAgentV2.StateEventName stores the name of the custom event that the system receives back from the agent bot.

    Configure Virtual Agent-Voice in Webex Contact Center · Activity Output Variables · Checked 2026-10-01
48. 48
    The Virtual Agent V2 output variable VirtualAgentV2.TranscriptURL stores the URL of the transcript of the conversation between the virtual agent and the caller.

    Configure Virtual Agent-Voice in Webex Contact Center · Activity Output Variables · Checked 2026-10-01
49. 49
    Before using Virtual Agent-Voice the administrator must configure the provider's integration connector (for example the Google CCAI connector) and create a Contact Center AI (CCAI) feature in Control Hub, which generates the CCAI config ID used in the flow.

    Configure Virtual Agent-Voice in Webex Contact Center · Prerequisites · Checked 2026-10-01
50. 50
    The State Event settings of the Virtual Agent V2 activity send a custom event to the AI platform as an Event Name plus Event Data in JSON (documented example: CustomWelcome with {"Name": "John"}).

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity > State Event settings · Checked 2026-10-01
51. 51
    In the Virtual Agent V2 activity Conversational Experience settings, a Static Contact Center AI Config uses the default PSTN region while a Variable Contact Center AI Config selects the CCAI config dynamically, for example based on the caller's region.

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity > Conversational Experience settings · Checked 2026-10-01
52. 52
    Webex AI Agent Studio keeps session transcripts for 90 days and then purges them automatically.

    Webex AI Agent Studio Administration guide · Sessions / session history · Checked 2026-10-01
53. 53
    AI-generated summaries for handled (non-escalated) virtual agent calls are in Controlled Availability. Summaries for escalated calls are not described as restricted.

    Enhance your efficiency using AI-generated summaries · Virtual agent transfer summary > scope note · Checked 2026-10-01
54. 54
    AI-generated summaries are enabled at organization level, not per agent or per queue.

    Enhance your efficiency using AI-generated summaries · Prerequisites / enablement note · Checked 2026-10-01
55. 55
    The Virtual Agent V2 activity's Termination Delay accepts 0 to 30 seconds with a default of 30. It lets the virtual agent complete its last message before the activity stops and the flow moves to the next step.

    Configure Virtual Agent-Voice in Webex Contact Center · Virtual Agent V2 activity > Advanced Settings > Termination Delay · Checked 2026-10-01
56. 56
    When a call is transferred to a live agent, the virtual agent transcript appears in the Transcript gadget on Agent Desktop, which requires the Transcript gadget to be configured in the desktop layout.

    Configure Virtual Agent-Voice in Webex Contact Center · Conversation transcript in Agent Desktop · Checked 2026-10-01
57. 57
    The Virtual Agent-Voice Limitations section states that only the u-law codec is supported.

    Configure Virtual Agent-Voice in Webex Contact Center · Limitations (Dialogflow CX) · Checked 2026-10-01
58. 58
    Virtual Agent-Voice in Webex Contact Center supports three integrations: Google Dialogflow CX, Google Dialogflow ES and Bring Your Own Virtual Agent (BYOVA).

    Configure Virtual Agent-Voice in Webex Contact Center · Overview / supported integrations list · Checked 2026-10-01
59. 59
    When an AI agent transfers a call to a human agent, Cisco AI Assistant can show the agent a generated summary of the contact reason, transfer reason and conversation context as a popover when the call is answered.

    Enhance your efficiency using AI-generated summaries · Virtual agent transfer summary · Checked 2026-10-01
60. 60
    For Webex AI agents, the voice set through Global_VoiceName must be supported by the engine that the AI agent uses.

    Use AI agents for customer interactions · Voice channel > Virtual Agent V2 activity language and voice settings · Checked 2026-10-01

Documents

Cite this page

WarmTransfer. (2026, October 1). Troubleshooting virtual agent and AI Agent handoffs in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-virtual-agent-troubleshooting

@misc{warmtransfer-wxcc-virtual-agent-troubleshooting,
  title  = {Troubleshooting virtual agent and AI Agent handoffs in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-virtual-agent-troubleshooting},
  note   = {Verified 2026-10-01}
}