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Customer Journey Widget: Agent experience, now available for all customers

Date: December 11, 2025

We’re excited to announce the Customer Journey Widget is now available by default for all Flex 3 customers. This powerful new tool gives agents a comprehensive, real-time view of each customer’s interactions—from their very first contact to their latest engagement. Now, you can deliver faster, more personalized service with all the context you need at your fingertips. Make every conversation count and elevate your customer experience with insights that set you apart.

For more information, see Get started with Agent Desktop.

Webex WFO: Vacation Planner Pro

Date: November 28, 2025

Vacation Planner Pro in Webex WFO streamlines and automates the management of vacation requests for contact centers, ensuring a fair and efficient process. By eliminating the need for spreadsheets or manual approvals, this feature is seamlessly integrated within Webex WFO.

What to Expect:

• Agents can submit and manage vacation requests directly from the Webex WFO web or mobile app.

• Availability is automatically updated whenever vacations are added, modified, or cancelled.

• With Vacation Change, agents can request alternative dates after their initial approvals. Waitlisting and rule-based automatic approvals help maintain a fair process.

Key Benefits:

• Fair and transparent: Every agent sees a clear and unbiased process, even during peak holiday periods.

• Agent-friendly: Empowers employees with self-service options, supporting better work-life balance.

• Performance-aligned: Enables organizations to reward tenure or KPIs by factoring them into vacation approvals.

For more information, see Manage your vacation.

Webex WFO: Performance Management

Date: November 21, 2025

Webex WFO has introduced Performance Management, a new solution that brings performance insights, coaching feedback, and goal tracking together in one place. Designed to help agents stay informed and motivated, it provides timely visibility into personal performance metrics and progress over time.

As part of this release, agents will gain access to a new unified portal where they can view schedules, and performance metrics all within a single, easy-to-use interface. By simplifying access to insights and feedback, Performance Management helps agents stay engaged, take ownership of their growth, and focus on delivering great customer experiences.

For more information, see View performance information for yourself or your team in Performance Management.

Enhanced user experience for Consult and Transfer Selections and drop-downs in Agent Desktop

Date: October 31, 2025

We’re excited to introduce enhancements to the Consult and Transfer modals in Agent Desktop for a cleaner, more consistent, and efficient workflow. We’ve also improved performance for the Agent State selector, Wrap-up codes, and outdial ANI drop-downs. Now, searching within these drop-downs requires a minimum of 3 characters to display results.

Key improvements:

• Streamlined & decluttered modals

  Consult and Transfer modals now feature separated entry points and queues, standardized entity listings, and display only what you have access to—reducing clutter and making navigation easier.

  

• Performance enhancements to drop-downs:

  The Agent State selector, Wrap-up codes, and Outdial ANI drop-downs have been optimized for better performance, ensuring faster and smoother selection. As a result, the search option within these drop-downs will need the user to enter a minimum of three characters before search results are displayed.

  

For more information, see Make an outdial call, Manage yours calls in Agent Desktop, and Understand Agent States.

Simplified agent sign-in experience

Date: October 29, 2025

We are adjusting the launch date for the Simplified agent sign-in experience feature. Originally slated for October 15, 2025, this update will now be rolled out on October 29, 2025. This brief delay allows us to refine the feature based on valuable Early Access feedback, ensuring a higher quality and more reliable sign-in process for you. No action is required on your part; this adjustment is designed to provide you with an even better and smoother experience.

We are introducing a simplified and more efficient sign-in experience for agents. The current sign-in process presents you with multiple options (dial number, extension, desktop), which can lead to wasted time and effort, especially when having to repeatedly enter dial numbers or extensions. It can also lead to user errors, such as mistyping credentials, and routing issues (Redirection on No Answer, or RONA) if you use incorrect credentials.

This enhancement aims to streamline the sign-in process and reduce errors, especially when using pre-populated or drop-down credential options. While these improvements minimize mistakes and routing problems for most users, agents should be aware that the system performs validation on the credential itself (for example, ensuring it's a valid format and assigned to your profile), but does not perform a real-time device status check at sign-in. Therefore, it is your responsibility to ensure your selected or entered dial number or extension is associated with an active and available device.

• Smarter sign-in options: The sign-in screen now dynamically displays only the options relevant to your agent profile. For example: Agents configured for desktop-only will see only the desktop option.

• Pre-populated credentials: If your profile includes a single configured dial number or extension, this information is automatically pre-filled. For profiles with multiple configured options, a drop-down is available, saving you time and reducing the risk of mistyped information.

• Webex Calling validation: For Webex Calling users, validation is performed to ensure that extensions or dial numbers selected from the drop-down are valid and assigned to your Webex Calling profile. This helps ensure you select a correct credential, minimizing routing issues caused by incorrect or unassigned credentials. If you manually enter an extension or dial number, the system will still check if the credential is assigned to you, but no real-time device status check is performed at sign-in for any entry (drop-down or manual). It is your responsibility to ensure the selected or entered extension or dial number is associated with an active and available device. This approach maintains flexibility for agents who use extensions not configured in Webex Calling, but it is your responsibility to ensure the extension is available and ready for use.

• "Don’t show this again" feature: The Don’t show this again check box allows you to skip the station selection screen during subsequent sign-ins. Once selected, the system will perform an auto sign-in for the agent, bypassing the station selection step. You can still clear this option at any time under Change Profile Settings to be presented with the station sign-in screen again if needed.

Benefits

• Faster and easier sign-in: A streamlined process reduces sign-in time, allowing you to start work quicker.

• Minimized errors: Pre-populated credentials and validation for drop-down selections help eliminate issues caused by mistyped information or invalid details for the credential itself. However, the system does not perform a device status check at sign-in, so it remains the agent’s responsibility to ensure device availability.

• Resolved Redirection on No Answer (RONA) issues: By validating sign-in credentials (ensuring they are valid and assigned), routing errors like RONA caused by incorrect credentials are minimized. However, agents must ensure their selected or entered credential is associated with an available device to avoid RONA issues.

• Improved call routing: Accurate sign-ins for validated credentials ensure seamless call routing and an enhanced customer experience. Agents must ensure their selected or entered credential is associated with a correctly configured and available device to avoid potential routing problems.

These enhancements are designed to improve usability and reduce errors for most sign-in scenarios by validating the credentials themselves. However, the system does not perform a device status check at sign-in. Therefore, it is the agent's responsibility to ensure the selected or manually entered extensions or dial numbers are associated with an active and available device to prevent disruptions.

For more information, see https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop.

Answer calls on your device directly from Agent Desktop

Date: October 29, 2025

We're introducing a new enhancement for agents using Webex Calling devices or phones. If you're using a Webex Calling device that supports remote call answering, you can answer calls directly from the Agent Desktop! Previously, agents were notified of the call but had to answer it using their device. Now, there is no more switching between screens or devices-just click to answer.

To avail of this feature Agents need to Toggle Manage Webex Calling Calls in Agent Desktop to ON.

• If you have one Webex Calling device:

  You can answer calls directly from the Agent Desktop—no additional setup needed.

If you have multiple Webex Calling devices:

• Go to your Profile Settings and select your preferred device for answering calls. Note that the Webex App is a Webex calling device.

For more information, see Optimize Webex Contact Center Desktop call notifications and Set up and manage your notifications.

Suggested responses for voice interactions

Date: October 07, 2025

Suggested Responses is a real-time AI Assistant feature that provides contextual guidance on how to respond to customer queries. This helps you deliver faster, more consistent, and positive customer experiences.

What does this mean for you?

• Enhanced communication: Instantly receive suggestions to improve your conversation flow and clarity.

• Improved efficiency during calls: Minimize the time spent searching for information or consulting peers and experts. Focus on resolving customer issues more effectively, with less need to navigate multiple portals during calls.

• Consistent customer experience: Maintain a high standard of service with quick access to relevant responses, enabling you to perform at the level of the team's most experienced agents.

Currently, we only support English language. Non-English language support will be in beta by November 2025. These languages will be made generally available once sufficient usage data and feedback are collected.

For more information, see Cisco AI Assistant for Webex Contact Center: Agent's guide to using suggested responses.

Personal callback scheduling for improved continuity and satisfaction

Date: September 29, 2025

We're excited to introduce a personal callback scheduling feature that transforms both customer and agent experiences. This feature allows agent to schedule a callback for a customer with a designated agent-either yourself or a member of your buddy team. This improves continuity, reduces repeat explanations, and boosts Customer Satisfaction.

For more information, see Schedule a personal callback section in Manage your calls in Agent Desktop.

Enhanced Preview Dialer Experience

Date: September 10, 2025

We have enhanced the Preview Dialer to streamline agent workflows and to boost efficiency by optimizing contact management. Agents can either accept calls to proceed or skip and remove contacts, with the latter action tracked via API responses for better analytics.

This increases efficiency by reducing idle time, enhances flexibility by giving agents control over contact handling, and provides actionable insights through API-driven tracking. Overall, the improved experience transforms contact interactions into a more dynamic, agent-friendly, and productivity-focused process.

For more information, see Make an outbound preview campaign call.

Ability to transfer agent initiated outbound interactions from Agent Desktop

Date: September 04, 2025

Webex Contact Center has introduced a new feature that enables agents with premium licenses to transfer digital outbound SMS and email interactions to queues, other agents, or supervisors (only for those with supervisor and agent roles). This enhancement allows agents to avoid ending conversations prematurely at the end of their shifts with just the click of a button.

For more information, see Manage text message (SMS) conversations and Manage email conversations.

Preview Digital Interactions in Queue and Self-Assign (Cherry Picking)

Date: August 29, 2025

We’re excited to announce that agents now have ability to search, preview (read-only), and manually assign digital interactions waiting in queue.

What’s Changing?

• View and filter digital conversations in queue using interaction metadata (e.g., customer info, wait time, channel, priority, email subject, date created, etc.).

• Preview real-time transcripts of queued tasks in read-only mode before they decide to pick up these interactions manually.

• Pick and assign tasks to themselvesas long as the admins have enabled self-assignment permissions and the agent has not maxed out their capacity.

Why It Matters

• Triage During Spikes: Let supervisors guide agents to pick tasks where help is most needed.

• Empower New Agents: Allow junior staff to choose fewer complex cases while building confidence.

• Close the Loop: Pick up unresolved conversations across channels (e.g., close the loop on an email waiting in the queue while the same issue was resolved as part of a voice call the agent is handling).

• This feature does not allow cherry picking voice interactions out of the box.

• Admins need to enable a few permissions before agents can use this feature.

For more information, see Enable self-assignment of digital interactions for agents in Agent Desktop and Self-assign digital interactions (cherry picking).

Agent Desktop with enhanced Task List and User Interface

Date: August 27, 2025

Proactive Chat – Engaging customers before they reach out

Date: August 14, 2025

Introducing proactive chat – a cornerstone in any business’s CX strategy that allows brands to connect with customers even before they initiate a chat! With this new feature, agents start receiving outbound chat tasks that the business initiates based on visitor behavior on the website.

What to expect:

• When assigned a proactive chat, agents will see clear visual indicators that the conversation was business-initiated.

• The original proactive message sent to the customer will appear in the chat transcript, providing full context.

• Agents can continue the conversation seamlessly, just like with any inbound chat interaction.

Why it matters:

Proactive chats let businesses engage customers at the perfect moment, improving customer experience and increasing engagement. For you, it means more meaningful conversations and opportunities to assist customers earlier in their journey.

For more information, see Manage Livechat conversations.

Enhanced user interface for Agent Desktop

Date: July 31, 2025

Experience a modern, intuitive desktop interface with updated fonts, colors, UI elements, and color palettes for greater clarity and visual appeal. The reorganized layout also supports new and upcoming features. This update includes:

• Visual enhancements: Provides a refined and modern appearance throughout the Desktop interfaces, featuring refreshed fonts, background colors, user interface elements, and color palettes for enhanced clarity and visual appeal.

• Updated Information Architecture: The organization and structure of the desktop UIs are being updated to better support upcoming features. These changes are designed to seamlessly incorporate new functionalities such as the ability to search for and select interactions, view real-time queue statistics, and access an enhanced interactions tab. These improvements will be introduced gradually as new features become available, with broader availability anticipated in the month of July.

Benefits

• Enhanced usability: A cleaner, more user-friendly layout simplifies navigation and interaction within the Desktop, making tasks easier and more efficient.

• Modern look and feel: Experience an updated visual design that provides a fresh and consistent interface.

• Foundation for future features: The updated architecture enables the seamless integration and optimal performance of powerful upcoming features, enhancing overall workflow capabilities.

The following enhancement is available only in the enhanced Agent Desktop interface:

• Updated task list pane:Improved organization with a unified inbox for all interactions. The tabbed layout provides a single-pane view of all ongoing and recently completed interactions, enabling agents to manage their workload effectively.

For more information, see Understand your Agent Desktop user interface.

Enhanced Task List in Agent Desktop

Date: July 31, 2025

We're introducing an updated Task List in your Agent Desktop to make managing your daily interactions clearer and more efficient. This redesign provides a unified view of all your customer conversations.

What's new for you?

• Streamlined tabbed design: Your Task List now features a 2-tabbed layout for easy navigation:Active: See all your current interactions at a glance, including call type, customer details, queue, and elapsed time.

• Closed: Access a chronological log of your recently finished conversations across all channels.

Improved interaction overview: Get a comprehensive, single-pane view of all incoming and ongoing interactions, helping you prioritize and manage your workload effectively.

This update significantly simplifies how you manage your interactions. By providing a clear and organized overview of your tasks, you can better prioritize, improve your efficiency, and ultimately deliver an even better customer experience.

For more information, see Understand your Agent Desktop user interface.

Schedule Callback for Inbound and Outdial Calls

Date: July 31, 2025

The Scheduled Callback feature enables agents to arrange customer callbacks for specific dates and times directly from their agent desktops. While on a call with a customer-whether inbound or outbound-agents can easily schedule, manage, and assign callbacks, offering customers the convenience of choosing a preferred time to be contacted. This helps improve efficiency and customer experience.

To activate this feature, administrators need to configure an active outdial entry point in the Control Hub.

For more information, see Schedule Callback in Agent Desktop section.

RONA enhancements with WxC integration

Date: July 24, 2025

RONA enhancements delivers transparent, accurate RONA reporting. You'll gain precise insights with specific Re-route On No Answer (RONA) classifications for unanswered calls and other contact delivery issues like system errors or agent misconfigurations. This means reduced RONA. Plus, agents unable to accept calls because of their actions or call delivery issues will automatically be set to "Idle," ensuring efficient call distribution and a seamless customer experience!

For more information, see Understand Agent States and Analyzer User Guide.

Enhanced Consult Experience for Seamless Collaboration

Date: July 14, 2025

We understand how critical it is to maintain a smooth and productive experience during consult calls, especially when dealing with high-value customers or sensitive scenarios. In situations where a customer unexpectedly drops from a call—whether due to connection issues or other reasons—the current experience can be disruptive for both agents and consulted parties. We're introducing enhancements to address this challenge and ensure continuity in your workflows.

What’s Changing?

Clear Drop Notifications—Agents will now receive a clear notification when a customer exits the conversation. Additionally, the participants pane will reflect the customer’s absence, making it transparent to all parties.

Seamless Agent-Consulted Party Collaboration—The agent and consulted party can continue their discussion uninterrupted, allowing them to align on next steps for the customer.

Flexibility to Reconnect—Agents will have the ability to:

• Place the consult on hold.

• Resume the consult call seamlessly, ensuring no loss of context.

To understand this better, see the before and after scenarios here.

This is the consult experience today where the consult control options are all in the top panel with the other call control options:

This is the updated UX where the consult options are called out in the consult area so that it's clear to the agent what options belong to what call leg:

This is the message an agent gets if the customer drops while there is an active consult:

For more information, see Manage your calls in Agent Desktop.

Real-time transcripts for agents

Date: June 13, 2025

The real-time transcription feature provides agents with a live, continuously updated transcript of customer conversations directly within the Agent Desktop. This ensures that every spoken word is accurately captured in real time, reducing the risk of missed details and misunderstandings. Agents can follow along effortlessly without the need for manual note-taking, allowing them to stay fully engaged in the conversation.

What does this mean for you?

• Improved communication: Capture customer details accurately, reducing misunderstandings.

• Increased efficiency: Minimize manual note-taking and repetitive conversations.

• Better customer experience: Address concerns quickly and clearly.

For more information, see Enhance efficiency and communication with real-time transcripts.

SFDC - Extended support for special characters in Idle Codes

Date: May 12, 2025

We've updated Control Hub to support more flexible idle codes. You can now use forward slashes (/) and parentheses () in addition to hyphens, underscores, and periods. This allows you to create idle codes like 'Available - Message/Calls' for clearer status updates.

Entry Point Transfer and Conference enhancement

Date: April 21, 2025

Cisco introduces an enhancement to the call transfer and conference features. Currently, when an agent transfers a call to an entry point, they must wait until another agent is connected to the call. This means they cannot release the call while it is in an IVR or queue state.

With the new functionality, this limitation will be removed. Agents can now release the call to the IVR/queue, eliminating the need to wait for another agent to be connected. This enhancement streamlines the call handling process and improve efficiency.

Additionally, this feature enhances conference operations and includes support for a flow that performs a blind transfer when directing a call to a different entry point.

For more information, see Manage your calls in Agent Desktop.

Webex WFO: Activity Requests

Date: April 21, 2025

Activity Requests is now live in Webex WFO, expanding the Agent Self-Scheduling experience by allowing agents to request time for activities within their designated shifts such as training, administrative work, or skill-building opportunities.

Agents can select from a list of eligible activities directly within the MyTime interface, using a drag-and-drop functionality to modify their schedule. This streamlines the request process while giving agents more control over their development and day-to-day planning.

Key benefits:

• Gives agents greater ownership of their schedule and professional growth.

• Empowers agents to request time for development and non-scheduled tasks.

• Strengthens trust and transparency in the scheduling process.

For more information, see Request Activity.

Enhanced Collaboration in Webex Contact Center Multi-Party Calls

Date: April 17, 2025

We have introduced improvements to the conference call functionality within the contact center. These changes enable ongoing discussions among multiple parties, even after the customer or agent has disconnected from the call.

Visual Comparison: Following is a visual comparison highlighting the transformation from the current interface to the enhanced version.

Current behavior:

With the current desktop experience:

• During a conference call, interactions are limited to the presence of the customer.

• In a conference call, an agent can add one additional participant. After initiating the conference, the agent has the option to transfer the call to this participant, allowing the agent to leave the call while handing it over to the remaining participant.

Enhanced behavior:

• The conference call capability supports up to six additional participants, enhancing collaboration to better address customer needs.

• You will be able to consult with potential participants before adding them to a conference call. This enhancement provides customers with greater flexibility in managing their interactions.

  Example for Customer Support: When a customer contacts the call center, the agent may need to include two experts to assist. The agent can add them one at a time, resulting in a four-way conference. The agent then has the option to leave the call, allowing the experts to continue assisting the customer. Alternatively, if the customer disconnects, the agent and experts can proceed with a post-call discussion.

• Example for Medical Consultation: When a patient calls to speak with a doctor and a nurse, the agent can include up to six additional participants to assist. If the patient leaves after the initial consultation, the medical team can continue their discussion to finalize the analysis.

The current Transfer option in a three-party conference will be renamed to Exit Conference. By clicking Exit Conference, you will leave the call, and the next participant will automatically assume control.

You will also have the option to end the conference entirely, allowing you to conclude the interaction and proceed with wrap-up tasks. By pressing End, all participants will be disconnected. While the ability to drop specific participants individually is not yet available, it is planned for a future update.

When a customer leaves the call, the remaining participants will enter a post-call state to discuss and finalize next steps. Once the conference concludes, the primary agent will enter the wrap-up phase. For those tracking average handle time as a custom metric within Analyzer, it's important to include post-call time to ensure metric accuracy. This update is already reflected in the default metric of Webex Contact Center.

Comparison table:

Consult Options to Entry Point/Dial Number (EP/DN)

Date: April 17, 2025

This feature streamlines the consultation process by allowing agents to directly consult with Entry Points and Dial Numbers, enhancing collaboration and efficiency.

Benefits for Agents and Administrators

• Direct consultation capabilities: Agents can initiate consultations directly with Entry Points or Dial Numbers, facilitating seamless collaboration across departments without intermediary steps.

• Configuration via desktop profiles: Administrators can set up and manage Entry Points through desktop profiles, enabling quick and easy access for agents during consultations.

• Optimized call workflow management: Agents can efficiently place callers in destination queues directly, enhancing call handling without needing to restart the consultation process.

• Integrated reporting: For detailed call leg reporting and queue-based insights, customers should leverage Queue-Based Reporting (QBR). While the new call leg consolidation simplifies interaction records into a single Contact Session Record (CSR), adjustments may be required to utilize QBR effectively.

This feature enhances call management and reporting processes, supporting better operational success and improving the consultation experience for both agents and administrators.

Improve Workforce Efficiency using Webex WFO Notifications

Date: April 1, 2025

Notifications is an enhancement in Webex WFO designed to improve awareness and response for agents.

Key use cases supported by Notifications:

• Shift Bidding Window Closing Notifications - Agents who haven’t placed their bids receive alerts 24 hours before the deadline via the MyTime Web App, Mobile App, and browser notifications. This helps optimize shift allocations and prevents missed bids.

• Absence Request Notifications - When an agent submits a time-off request through the Request Module, their team lead or supervisor receives a persistent in-app notification, pop-up notification, or system push notification.

Benefits:

• Delivers timely notifications

• Enhances the scheduling efficiency

• Reduces administrative workload

• Ensures seamless communication between agents and supervisors.

Better together with Webex: Enhanced call handling experience in the Agent Desktop

Date: March 4, 2025

This feature consolidates Webex Calling Notification and Desktop Popover in the Agent Desktop, eliminating information overlap. You can now answer calls directly from the desktop without having any overlap with the Webex App call window. This feature is only available with Webex App 44.12 or later. Ensure that you have enabled the toggle Hide Webex Calling Notifications to on. For more information, see Optimize Webex Contact Center Desktop call notifications with Webex App as a client and Set up and manage your notifications.

Webex WFO: Global language support for Phrase Categories

Date: March 3, 2025

Webex WFO now offers improved multilingual support, simplifying the management of mixed-language conversations while maintaining accuracy across various contexts. Users can now utilize the same category name in multiple languages.

Benefits:

• Accurate representation of multilingual contexts, including mixed-language conversations.

• Effective handling of consistent terms, such as brand names, that remain unchanged across languages.

• Enhanced flexibility in categorizing the same word or phrase across different languages.

These enhancements make Webex WFO even more attuned to customer needs, providing a smoother and more user-friendly experience.

For more information, see Localization.

Webex WFO Digital Channels Support (Email)

Date: February 25, 2025

Webex WFO Quality Management now provides enhanced omnichannel capabilities, which enable organizations to deliver a seamless, high-quality experience across both digital and voice interactions.

You can now add digital channels in Application Management, including chat, SMS, and email.

New digital support features for email include improved search, workflow management, media player upgrades, customizable retention settings, and more.

Webex WFO Quality Management enables teams to conduct quicker, more insightful reviews and streamline workflows, which helps them understand and address customer needs across multiple channels.

For more information, see the following topics:

• Contact Type filter and Text Preview

• New columns on the interactions page

• Chat Transcript panel and Text map

• Contact Goal Administration

• Workflow administration

Cisco AI Assistant for Contact Center

Date: February 11, 2025

Welcome to your new Cisco AI Assistant for Contact Center.

Your Cisco AI Assistant is here to simplify your daily tasks and help you deliver exceptional customer service.

Here's what the AI Assistant offers:

• AI-generated call summaries to retain context and never start from scratch when calls transfer or disconnect. Your AI Assistant:Creates instant summaries for unexpected disconnections or virtual agent handoffs.

• Picks up where the customer left off and continues conversations seamlessly, saving time for everyone.

Automated wellbeing breaks to support your wellbeing while taking care of customers.

• Get break reminders based on your work patterns.

• Stay energized and focused throughout your shift.

Auto CSAT to get insights into customer satisfaction through AI-generated scores right after every interaction to help you assess your performance trends.

AI Assistant is designed to support you. Your expertise and human touch are what make great customer experiences, and AI Assistant is here to make your job a little easier!

For more information, see Cisco AI Assistant for Webex Contact Center.

AI-generated call summaries

Date: February 11, 2025

AI-generated summaries for dropped calls: Never worry about dropped calls again! If a call gets disconnected unexpectedly, the Cisco AI Assistant instantly creates a summary of the conversation. When the customer calls back, the next agent can seamlessly continue the conversation, saving time and enhancing the customer experience.

AI agent transfer summaries: Provides the comprehensive summaries of interactions with virtual agents, ensuring you have all the information needed to assist customers quickly and efficiently. This means less repetition for customers and faster resolutions!

For more information, see Enhance your efficiency using AI-generated summaries.

Automated wellness breaks

Date: February 11, 2025

Automated wellness breaks monitor and detect stress levels in real-time and send reminders to take breaks between tasks. Using real-time insights, the system provides wellness breaks when necessary, helping you manage stress effectively, maintain high performance, and deliver exceptional customer experiences.

For more information, see Enhance wellbeing and engagement with automated wellness breaks.

Auto CSAT

Date: February 11, 2025

Get ready to maximize your customer satisfaction and enhance performance with Auto CSAT! Cisco's proprietary Auto CSAT model uses operational data, interaction transcripts, and surveys to predict and assign a CSAT score for each interaction. You can view the Auto CSAT scores in the Auto CSAT report on the AI Assistant Dashboard within the Analyzer shared by your supervisor.

For more information, see Enhance performance and customer service using CSAT insights.

Webex WFO Digital Channels Support (Chat, SMS)

Date: February 1, 2025

As customer interactions increasingly move to digital platforms, Webex WFO Quality Management has introduced enhancements to support omnichannel engagement. These updates ensure a comprehensive view of interactions and a seamless experience across various channels.

Key Highlights

• Chat transcript panel shows separation between parties to quickly review and get the full context of a text interaction and a new Text Map with ability to click on a bubble to quickly get to that spot in the chat.

• Contact Type now includes Chat, and SMS in addition to Call and Text.

Interactions Page

• Reasonand Recording Type columns have been enhanced for digital contacts. For example, Reason now reflects the reason set by the workflow.

• A new External Parties column is added. External Parties is a new filter for chat and SMS contacts to filter by the person the agent interacted with. This identifier is usually an email address or phone number but does vary by the chat or messaging tool used.

For more information, see the following topics:

• Contact Type filter and Text Preview

• New columns on the interactions page

• Chat Transcript panel and Text map

Agent initiated outbound SMS and Email support

Date: January 29, 2025

We're excited to announce that agents can now initiate outbound SMS or Email tasks from the Webex Contact Center Agent Desktop. Agents can initiate an outbound task regardless of their current status, whether on a voice call, engaged in a digital interaction, or idle with no tasks assigned. This new feature allows agents to send updates to customers or external partners outside of the regular interactions on demand, and it will be available to all agents with access to digital channels powered by Webex Connect. However, the ability to start these outbound tasks will depend on the thresholds configured in the multi-media profile policy mapped to the agent.

Retain email addresses in the To field

Date: January 27, 2025

Agents can now add multiple email addresses in the To field when replying to all in a conversation. Additionally, agents can remove any email address from the list except the primary one.

Enhancing SFDC case creation experience: opening cases in new tabs

Date: January 7, 2025

Auto-case creation in Salesforce now opens all new cases in a separate tab, regardless of contact status (known or unknown). Previously, cases for known contacts opened in edit mode within the current tab and closed upon saving or closing.

Migration of Webex WFO Guides from Cisco Product Support page to Webex Help Center

Date: April 2, 2025

The Webex WFO guides previously available on the Cisco Product Support page are now accessible directly from the Webex Help Center . When you click on these guides on the Cisco Product Support page, you will be redirected to their respective pages in the Webex Help Center.

How to access the Webex WFO documentation from Webex Help Center:

• Navigate to Help by product > Customer Experience > Workforce Optimization

• Choose Webex Contact Center and then click on the appropriate link to access the document that you need.

How to access the Webex WFO documentation from Contact Center product page on Webex Help Center:

• Navigate to Customer Experience >Contact Center > Webex Contact Center and choose the preferred persona.

• Choose Webex Workforce Optimization (WFO) and then click on the appropriate link to open the document that you need.

Global Variables now available in Control Hub

December 16, 2024

Webex Contact Center has streamlined its administrative configurations by integrating Global Variables into Control Hub. You can now conveniently access and manage global variable settings through the Flow tab in Control Hub. For further details, refer to the Manage global variablesarticle.

Enhanced recording playback

December 12, 2024

Currently, supervisors face challenges with fragmented session recordings, making it difficult to identify key moments for efficiency review. Our upgraded playback experience addresses this issue by offering an intuitive layout with improved interaction details. The new player enables supervisors to effortlessly navigate through various segments of the call, including chapters that summarize important moments and rich metadata for voice interactions. This ensures that supervisors can focus on the most crucial parts of the conversation.

For more information, see the Supervise your agents and teams article.

Sign out agents in Team Performance Details

December 12, 2024

With this feature, you can sign out agents from the team performance details widget in Supervisor Desktop. This can be applicable for the agents who've left for the day while in a wrap-up state, are still marked as available (causing calls to be routed to them), or have accepted an asynchronous interaction, such as an email. If agents are currently engaged in an interaction, you will need to wait until they complete it before signing them out.

For more information, see the Supervise your agents and teams article.

Consult, conference or transfer voice calls to experts within your Webex organization with Presence lookup

December 11, 2024

Empower your agents with the right expertise. Presence lookup will make it easy for your agents to find and connect with experts within your Webex organization. With a simple search by name and real-time availability, they'll be able to find the perfect experts to assist customers, ensuring a high-quality customer experience.

For more information, see 'Manage Webex App' section of Desktop settings for Webex Contact Center, and 'Create a desktop profile' section of Manage desktop profiles.

For information on how this feature works for Agents, see 'Initiate a consult' and 'Transfer a call' sections of Manage your calls in Agent Desktop.

Make outdial voice calls to experts within your Webex organization with Presence lookup

December 11, 2024

Empower your agents with the right expertise. With Presence lookup, your agents will be able to easily make outdial calls to experts within your Webex organization. They can search their Webex directories and view real-time availability to find the perfect person to assist them. It's an easy way to get the help they need within your organization.

For more information, see 'Manage Webex App' section of Desktop settings for Webex Contact Center, and 'Create a desktop profile' section of Manage desktop profiles.

For information on how this feature works for agents, see 'Place an outdial call' section of Make an outdial call.

Flow Analytics for Webex Contact Center Flow Designer

December 4, 2024

Flow Analytics offers a visual representation of contact traversals through activities and flow paths. It provides current and historical views for in-depth analysis. With visualizations of flow paths, summary statistics, and insights into error paths, Flow Analytics will help Administrators and flow developers identify and resolve potential issues that can affect the customer experience. Users will also be able to drill down into individual interactions per activity for better insights. This feature is designed to help optimize flows, improve containment rates, and enhance the overall customer experience in the contact center.

For more information, see Flow analytics.

Flow Analytics

PII masking capabilities for improved security and privacy in customer communications

December 02, 2024

Cisco introduces robust Personal Identifiable Information (PII) masking capabilities within your security configurations. Enhanced privacy measures now ensure that customer personal information remains confidential during every agent interaction across voice and digital channels, reinforcing your commitment to security and trust. To know how to configure secuity at Control Hub, refer to the Set up security for Webex Contact Center article.

For detailed information on how this masking works for Agents, refer to the relevant articles in the Handle Incoming Calls and Handle Digital Channel Conversations sections of Contact Center Help Center.

Secure Global Variables

November 29, 2024

Customer data protection and privacy are critical components for any business because they help to safeguard sensitive and confidential information from unauthorized access, disclosure, and modification. Security remains the topmost priority for Cisco products and hence this feature introduces tighter control in handling sensitive PII, PCI, and PHI data within the solution.

To ensure the continued confidentiality of your sensitive data, you must create Campaign Variables as Global Variables. To know more, see Secure Global Variables.

This feature includes a new toggle Mark Sensitive Information within the Global variables which will restrict the Global variables to be made available in any logs, Analyzer reports, and Desktop logs. These variables will only be decrypted at the Agent Desktop for agent viewing. This feature provides the control to administrators to handle the sensitive data for voice interactions.

Click here for the Vidcast.

Invoke Webex Contact Center APIs from Flow Designer

November 27, 2024

Webex Contact Center public APIs available as a part of the Developer portal can be invoked from the Flow Designer. This feature enables you to orchestrate use cases that can increase operational efficiency and allows you to use your creativity to solve unique business problems.

For more information, see Create Webex Contact Center HTTP connector.

Introducing Web chat asset management on Control Hub

November 22, 2024

This feature empowers administrators to manage their web chat assets seamlessly. From creating bespoke chat widgets tailored to your brand's identity to efficiently handling IP block lists, Control Hub ensures unparalleled control and customization for your online engagement strategies.

Support for shared mailboxes to send emails using SMTP

November 20, 2024

We are excited to announce that you can now configure shared mailboxes to send and receive emails. Since shared mailboxes do not have their credentials for authentication, most email service providers allow you to set them up using authorization through a service account. You can now use these service accounts to authenticate your mailbox with Webex Connect while setting up your Email asset.

Queue-based reports

November 18, 2024

Queue-based reports (QBR) introduce three new stock reports in Analyzer. These reports deliver comprehensive insights and metrics at the queue level, covering call flows and interactions as they are presented, handled, transferred, and consulted across queues. Additionally, a new repository called as Queue Record is available.

For more information, see the sections Queue-based Reports and Standard Queue Record Fields and Measures in the Webex Contact Center Analyzer User Guide.

Webex AI Agent Beta

November 15, 2024

We're excited to announce that the “Webex AI Agent” is now open for Beta sign-ups in Scripted mode. With Webex AI Agent, you can create AI agents for both voice and digital channels to automate customer service and support interactions before engaging with a human agent. Interested customers with the Webex Contact Center on the Next Generation Media Platform in the US Region can sign up for this feature by completing the participation survey.

How to Participate:

• Sign up for the Webex Contact Center Beta project here.

• If you're already part of the Contact Center Beta project, please complete the participation survey here to express your interest in enabling this beta feature.

Once enabled, you can currently use Webex AI Agent in Scripted mode, while the Autonomous mode will be available for sign-up at a later date.

WebRTC support for Supervisor Desktop

November 13, 2024

With WebRTC support for Supervisor Desktop, using the Next Generation Media Platform, you can facilitate your calls directly from your browser with the help of a headset. No more need for external phones or extension numbers. This feature offers all the current voice functionalities like hold, retrieve, transfer, and conference. Plus, features like mute, auto-answer, and dial pad ensure seamless browser-only use. Not only this, a new WebRTC status indicator shows you the current status of the voice service. For more information, see Manage Desktop Profiles, Change your dial number or extension, Edit your profile in Supervisor Desktop, Sign in to Supervisor Desktop, and Supervise your agents and teams.

Remove contact skills on agent blind transfer

November 11, 2024

Webex Contact Center provides an ability to remove skill on a contact in queue when agent does a blind transfer to any queue. This feature allows flow designers to enable the toggle (if needed) to remove skills after blind transfer by agent in Queue Contact activity.

This enables the transferred contact not to have any skills. The contact will be offered to the Longest Available Agent in the transferred queue. For more information, see Queue Contact.

Maximize Return on Investment with New CRM Connectors for Salesforce, Microsoft Dynamics 365, and ServiceNow

November 04, 2024

Simplify management and boost agent efficiency with our new CRM Connectors, which help in streamlining your tasks. User provisioning, configuration, and enabling new features are now more efficient and user-friendly. With enhanced security, performance, and rich data transfer capabilities, your agents can deliver top-notch customer experiences effortlessly. For more information, see Integrate Webex Contact Center with Dynamics, Integrate Webex Contact Center with ServiceNow, and Integrate Webex Contact Center with Salesforce.

Add multiple subscriptions to the same tenant

October 30, 2024

Customers can now have multiple subscriptions on the same Webex Contact Center and Hybrid tenant in the Control Hub. This enables customers to have multiple departments with different billing terms. Customers now also have the flexibility to put agents, CCAI, and WFO on separate subscriptions with different billing terms.

Existing provisioning administrators will automatically transition from their current privileges to read-only access, they can contact their customer administrator to get full administrator access.

For more information, see multiple subscriptions article.

Desktop telephony option now supported on Microsoft Edge and Firefox

October 30, 2024

Webex Contact Center agents can now use Desktop (WebRTC) to handle voice interaction directly in Edge and Firefox browsers.

Enhanced user sync for Webex Contact Center and Webex Connect

October 23, 2024

We’re excited to announce an enhancement to our auto-sync feature between Webex Contact Center and Webex Connect! Previously, this feature allowed only all partner and first customer administrators to go to Webex Connect and start configuring immediately without needing to create a separate user sign-in.

We’ve extended this functionality now to include all customer administrators. This means that all customer administrators, not just the first customer administrator, can now sign in to Control Hub and Webex Connect with the same user login.

For detailed information, refer to the Provisioning digital section in Set up digital channels article.

Regional media support expanded to South Africa region

October 18, 2024

Webex Contact Center has expanded the Regional Media support to the South Africa. This allows administrators to select South Africa as the geographic region for voice media processing. By localizing media processing, Webex Contact Center aims to significantly improve audio quality for both customers and agents by reducing latency.

The expansion to South Africa increases the number of regions that Webex provides local media support. For more information on the list of regions and the support extended, refer to the table in this article.

Cisco AI Assistant for Contact Center

October 18, 2024

Cisco AI Assistant for Contact Center is designed to optimize the work of agents and improve the customer experience. AI Assistant provides AI-generated call summaries at various touchpoints throughout the customer interaction - before, during and after. The first set of capabilities available in beta portal include auto summaries for dropped calls and virtual agent transfer summaries.

• Auto summaries for dropped calls

  With this capability, customers and agents alike do not have to worry about repeat conversations in those frustrating cases where their call gets accidentally dropped before resolution: When the customer calls back, CIsco AI Assistant for Contact Center will generate a summary of that customer's call before the call dropped, and will display this summary to the next agent picking up the customer's callback. This way, agents can pick up right where the previous agent left off with the customer, saving the customer from having to repeat themselves, while also drastically shortening average handle times.

• Virtual Agent Transfer Summaries

  With this capability, agents receive an auto-generated summary of the customer's interaction with the virtual agent, ensuring quick context building, less repetition from the customer, and faster resolution times.

You need to sign up on the Webex Beta Portal and fill in the participation survey to express your interest in these beta features.

Post call IVR surveys now available globally

October 16, 2024

Post-call Interactive Voice Response (PCR IVR) surveys give customers the ability to collect customer feedback at the end of a call concerning an end user’s interaction with their Contact Center. It allows them to track and measure customer satisfaction using anchor metrics like Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT).

PCS IVR surveys are seamlessly integrated into Webex Contact Center through the Survey Builder in Control Hub where administrators can build surveys and download survey responses. After creating a survey, it gets integrated into the interaction flow via the Flow Builder.

This feature is now available globally to all Webex Contact Center customers as long as they have migrated to the Next Generation Media platform.

For more information, see the Help article Experience Management – IVR Surveys for Webex Contact Center.

Agent Email Id output variable for Events

October 11, 2024

Webex Contact Center Flow Developers and Administrators can now utilize agent's Login ID in the form of a unique Email address within Event Flows. This new feature introduces an output variable AgentEmailID, which captures the selected Agent's Logged in Email Address for various events such as AgentOffered, AgentAnswered, AgentDisconnected, and PhoneContactEnded. This enhancement enables additional integrations with external systems like Customer Relationship Management (CRMs) and Ticketing systems for agent specific data, ensuring improved consistency and tracking capabilities. This feature unlocks advanced integration-specific event flows and enhances overall workflow efficiency, by allowing flow developers to accurately tag contact data to the agent's user record on external systems. For more information, see Event output variables section in Flow Designer Guide.

Incorporate version labels for enhanced logic in Flow Designer

October 10, 2024

Flow developers now have the ability to modify flow logic dynamically by accessing Version Labels within the flow using the NewPhoneContact activity. The activity is enhanced with a property that displays the Flow Version Labels currently in execution: whether 'Dev', 'Test', 'Live', or 'Latest'. This enhancement enables crafting custom logic tailored to the flow's Version Label. This significantly boosts the testing and design flexibility, supporting the use of a consistent flow across various stages-Development, Testing, and Live-depending on the context of execution.

For more information, see StartFlow activity and Apply version labels to a Flow sections in the Flow Designer Guide.

Introducing Flow Templates for Webex Contact Center Flow Designer

October 9, 2024

Webex Contact Center Flow Designer introduces Flow Templates, designed to streamline the flow creation process by providing out-of-the-box flows for common use cases. With Flow Templates, developers can now select from a curated collection of Cisco flows, each tailored to various use cases and complexities. With this new experience, developers can also choose a template, make a few configurations, and move straight to testing and deployment. Flow Templates reduce the learning curve, decrease design time, and help developers implement best practices by offering a rapid, reliable path from design to execution.

For more information, see the Flow Templates section in the Flow Designer guide.

Introducing dedicated Flow Designer documentation on Webex Help Center

October 9, 2024

Flow Designer documentation is now available in a dedicated section on Webex Help Center. This new structure provides administrators and developers easy access to comprehensive and focused information about the Webex Contact Center Flow Designer platform. By migrating the documentation from the broader Setup and Administration Guide to a standalone article, we are enhancing searchability in locating specific information. Key updates include revised links in the Control Hub and Flow Designer help icons, ensuring seamless navigation to the new documentation location.

For more information, see Flow Designer guide.

Business Rules Engine (BRE) reliability and scalability enhancements

October 9, 2024

We have enhanced the Business Rules Engine (BRE) application in Webex Contact Center for reliability and scalability. With this update, administrators are recommended to use the updated URLs for the Data Sync and Rules Administration pages, ensuring seamless data uploads and rule configurations. By modernizing the application infrastructure, this enhancement addresses scalability requirements, providing a robust and dependable solution for flow developers and administrators.

The transition is entirely behind the scenes, requiring no changes to flows or data migrations, ensuring uninterrupted operations with improved performance and reliability. Administrators must update their bookmarks to the new URLs. Older URLs will remain functional until their future retirement.

For more information, see the Webex Contact Center Business Rules Engine Guide.

Skill relaxation input removed from Advanced Queue Information activity

October 9, 2024

The Skill Relaxation input section in the Advanced Queue Information activity is removed because it was not serving any purpose as it was not considered in the activity. Please note that this change doesn't impact any of the existing flows where the Skill Relaxation input parameter is already configured. For more information, see Advanced Queue Information.

Simplified process to upgrade to Common Edge services

October 7, 2024

We are pleased to introduce a new streamlined process for requesting conversion of a customer organization from VPOP telephony integration to Webex Common Edge services. The new process performs verification of your current telephony integration and then upgrades the telephony integration to Common Edge. The process can be completed in a matter of minutes for most customers, including automated remapping of entry points to common edge.

Common Edge services provide many advantages over legacy VPOP telephony integration, including self-provisioning of SIP trunks, cloud connected PSTN, Cisco calling plan integration, and supports mixing of multiple connection types.

If you would like to upgrade your organization to Common Edge telephony integration, please reach out to Cisco Support Team.

Regional media support expanded to United Arab Emirates (UAE) region

October 1, 2024

Webex Contact Center has expanded the Regional Media support to the United Arab Emirates (UAE). This allows administrators to select the UAE as the geographic region for voice media processing. By localizing media processing, Webex Contact Center aims to significantly improve audio quality for both customers and agents by reducing latency.

The expansion to the UAE increases the number of regions that Webex provides local media support. For more information on the list of regions and the support extended, refer to the table in this article.

Allow outdial call in all Multimedia Profiles

October 1, 2024

This feature enables agents to multitask between handling digital contacts and making manual outbound calls simultaneously. When agents communicate through a digital channel, they should still have the ability to manually dial out to a phone number if needed. This capability is essential for situations where an agent needs to contact a colleague, or reach out to a customer by phone while still managing digital interactions.

For more information, see Manage Multimedia Profiles.

Agent Skills-based filtering

September 30, 2024

With this feature in Analyzer, you can filter existing or new custom reports based on agent skills. This allows for real-time identification of agents to improve staffing and queue management for customer interactions.

For more information, see the 'Dashboard filters' and 'Design Dashboards' sections of Cisco Webex Contact Center Analyzer User Guide.

Support for Dynamic Queues within Queue Task node in Webex Connect

September 30, 2024

Contact center flow developers working on digital channels can now configure the queue as a dynamic variable within the Queue Task node in Webex Connect. This enhancement allows developers to use a single node with a dynamic queue variable instead of multiple Queue Task nodes to route interactions into different queues.

For more information, see Queue task.

Enhancing historical email contexts

September 27, 2024

Agents working on email channel will now have a better contextual history when handling email tasks. As part of this enhancement,

• When an agent replies to or forwards an email, the composer loads the quoted reply and allows agents to edit content as they would with any standard email client.

• Each reply or forward will have a message-level subject prefix ( RE: or FW: ) based on the action performed.

• In addition, we have increased the maximum character limit of an email from 25,000 to 500,000 characters (a combination of historical emails and current replies) to support this feature.

For more information, see Manage-email-conversations.

Ability to delete digital channel assets with or without active conversations

September 27, 2024

Administrators can now delete digital channel assets within Webex Connect with active or closed conversations created against them. However, after deleting the asset, you must manually clean up the stale entry point.

Webex Contact Center CRM Connector for ServiceNow's Xanadu Edition

September 24, 2024

Enhance your contact center operations with the Webex Contact Center CRM Connector for ServiceNow's Xanadu Edition. Easily integrate your Webex Contact Center data into ServiceNow, providing your agents with a unified view of customer interactions. Simplify processes, improve efficiency, and deliver exceptional customer service.

For more information, see the Integrate Webex Contact Center with ServiceNow article.

Customer Journey Data Service (CJDS) APIs and Customer Journey Widget (Version 10)

September 20, 2024

We're excited to announce the General Availability for CJDS APIs and the Customer Journey Widget (version 10) for all our customers. These powerful tools are designed to elevate your customer journey management capabilities to the next level.

What is CJDS?

CJDS is an innovative platform that empowers organizations to convert data into actionable insights, enhancing customer experiences across all interaction points. With CJDS APIs, you can:

• Listen: Integrate seamlessly with any data source or third-party applications to capture and analyze diverse data streams.

• Identify: Create dynamic customer profiles by identifying and capturing key propensity drivers.

• Analyze: Utilize aggregation techniques to extract meaningful insights from all collected customer data.

• Act: Implement these insights to dynamically adjust Webex Contact Center workflows and personalize customer experiences at a granular level. Additionally, real-time actions can also be triggered using our rule-based mechanism.

What is Customer Journey Widget (Version 10)?

In conjunction with the APIs, we're also introducing the Customer Journey Widget—a groundbreaking tool that provides your agents with a comprehensive view of each customer's journey. This widget equips your agents with the insights they need to deliver personalized, efficient, and informed customer service, supported by a deep understanding of each customer's history.

Get Started with CJDS APIs and Customer Journey Widget (version 10)

For more information on these features and how to get started, refer to the following resources:

• CJDS Overview Vidcast

• Customer Journey Widget Overview

• Journey - Gettings Started

• Journey - API documentation

• API Deep Dive Webinar

• How to integrate journey widget with your agent desktop?

• Use Case Vidcast (Personalized Customer Experience)

• Use Case Vidcast (Digital Channels & Webpage Use Case)

• GitHub Link for API Samples

View consult session recordings in Supervisor Desktop

September 20, 2024

With this feature, you can access recordings of consult call sessions, including consult to agent, consult to queue, consult to dial number, and consult to entry point. The consult session recordings have a separate playback option within the main call recording in Supervisor Desktop. This allows supervisors to review and analyze the details of the consult call sessions, and identify areas for training, coaching, and efficiency improvements.

For more information, see the Supervise your agents and teams article.

Topic Analytics

September 13, 2024

We are thrilled to announce the general availability of Topic Analytics following a successful beta phase with over 30 customers. This AI feature, powered by large language models (LLMs), is now accessible to all customers on Flex 3. With Topic Analytics, you can:

1. Identify the primary reasons your end customers are calling the contact center.

2. Filter interactions by specific topics.

3. Access detailed interaction information, including transcripts, call recordings, and contact details.

   For more information, see here.

Current Usage Card - Agent & IVR on Control Hub's Contact Center Landing Page

September 4, 2024

We are excited to announce that the newly improved License Current Usage Card on Control Hub's Contact Center Landing Page is now available across all Webex Contact Center data center regions: ANZ, CA, EU, JP, UK, SG, and US.

This enhanced card enables Administrators and users with access to the Contact Center Landing Page to view the usage of Premium and Standard Agent Licenses, as well as IVR licenses, within their subscription during the current billing cycle. The card displays key information, including the current billing cycle, the number of licenses purchased, and whether the usage is over or under the allowed amount.

Additionally, the Agent and IVR usage cards provide access to the Daily Detail reconciliation view, which facilitates viewing and downloading daily usage data from the current and previous billing cycles.

We are pleased to announce that we have achieved usage data and billing parity across all seven Webex Contact Center regions.

Thank you for your continued support as we enhance our services to provide you with comprehensive and transparent usage information.

Rank Queues

September 2, 2024

Webex Contact Center provides an ability to rank queues for each team. The queue ranking feature allows administrators and supervisors to rank the queues so that contacts from the queues are offered to agents in ranked order. For example, suppose that TeamA can take calls from queues Billing and Sales. You can use queue ranking to assign a higher rank to the Billing queue, so when calls come into the queues, those from Billing will be routed to TeamA ahead of those from Sales.

If you assign a rank only to some of the queues, calls in those queues will take precedence over calls in the queues for which no priority is specified.

For more information, see Rank queues.

Agent Interaction Duration in Team Performance Details

August 27, 2024

You can keep track of how long your agents spend with customers using the new Interaction Duration column in the Team Performance Details table on the Supervisor Desktop. This shows the time agents spend in all statuses except wrap-up.

By monitoring the Interaction Duration column, you'll quickly see if an agent is spending too much time with customers. This is especially useful for newer agents who might need extra help. You'll get a complete view of how an agent handles a customer, which is crucial for making decisions about mid-call monitoring. This ensures agents are efficient and get help when needed, keeping productivity high and supporting your team effectively.

Interaction Duration is shown for both primary and consulted/conferenced agents from the moment they are consulted. This gives you a full view of the support provided, ensuring all contributing agents are accounted for in the customer experience.

For more information, see the Team Performance Details section in the Supervise your agents and teams article.

Automated Provisioning and User Syncing for Webex Connect

July 31, 2024

• Webex Connect will be automatically provisioned at the same time as Webex Contact Center. Admins will no longer need to navigate to the digital section of Control Hub to initiate provisioning. The Webex Connect URL will show in control hub for new and existing Webex Contact Center tenants. This will allow for admins to navigate easily to connect across all their tenants without having to bookmark the URL.

• All partner admins and the first customer admin created will be able to navigate into connect to start configuring immediately without needing to create a separate user login. User management for these personas are synced between Contact Center and Connect.

• Any customer admin created beyond the first admin will need to be added in Control Hub first then Connect. The Webex Contact Center and Webex Connect team are working to sync these admins in a future release.

For more information, see here.

Dialogflow CX Integration for Digital Channels

July 29, 2024

Google Dialogflow CX Integration is now generally available on Webex Contact Center for digital channels.

Dialogflow CX is an advanced version of Dialogflow ES. While Dialogflow ES is suitable for simpler chatbot applications, Dialog flow CX is tailored for complex, multi-turn conversational experiences, especially in enterprise-level contexts.

Dialogflow CX integration is currently available on request through the backend team. Please reach out to your Customer Success Manager to request access and supporting material.

Cisco Text-to-Speech (TTS)

July 26, 2024

We’re thrilled to announce the arrival of a new feature called Cisco TTS (Text-to-Speech) for all Flex 3 subscription-based customers on our Next Generation media platform. With TTS, users can enjoy out-of-the-box text-to-speech capabilities, unlocking a whole new level of convenience and accessibility. With this capability, customers can use static or dynamic text (content), synthesize it, and get speech content that enhances the end-user experience with high-quality voices such as Neural TTS.

For more information, see Text-to-Speech-(TTS) in Webex Contact Center.

Dynamic Variable Support for GoTo and Business Hours on Flow Designer

July 24, 2024

The Webex Contact Center Flow Designer now supports the use of dynamic variables for GoTo and Business Hours activities. This enhancement enables flow developers to specify the behavior of these activities through variables, allowing for more effective reuse of flows. The primary advantage of this feature is that developers can create a single flow with these activities and dynamically modify their functionality at runtime with the help of variable support. Additionally, the GoTo Activity has been enhanced to offer improved error handling capabilities.

For more information see, GoTo and Business Hours activities in Activites in Flow Control section of Webex Contact Center Setup and Administration Guide.

Introducing Activity Wait Audio on Flow Designer for HTTP(s) delays

June 27, 2024

Flow Designer now supports interruptible and partial audio playback for activities awaiting completion, such as HTTP requests. This feature enhances customer experience by providing audio feedback during request processing or delays. Designers can apply this setting globally at the flow level, automatically affecting all HTTP activities within the flow and any subflows. Subflows will inherit this activity wait setting from the invoking flow, ensuring consistent audio feedback across all levels.

For more information see, Activites Wait Settings in the HTTP Request section of Webex Contact Center Setup and Administration Guide.

Empowering you with Customer Journey Data Services

June 25, 2024

This feature is currently in Limited Availability (LA) for the US region. It is extended to the EMEA region as well.

Customer Journey Data service (CJDS) is a next-generation customer journey management service empowering organizations to go from Data to Insights to Action. CJDS enables businesses to capture customer journeys across any channels/application, identify insights and take real-time actions to provide an excellent customer experience.

With CJDS, customers can access our APIs that focus on key aspects of the customer journey.

• Listen: Integrate with any data source or third-party applications to listen to disparate data sources.

• Identify: Create a dynamic customer profile capturing propensity drivers.

• Analyze: Apply different aggregation techniques to all customer data collected.

• Act: Use the data/insights within CJDS to dynamically change the flow within Webex Contact Center Flow Control and personalize the customer experience at a granular level. These insights are visible to customer-facing teams in real time through Agent Desktop via the journey widget.

For more information, see here.

New Customer Journey Widget (version 10)

June 25, 2024

This feature is currently in Limited Availability (LA) for the US region. It is extended to the EMEA region as well.

AWS Direct Connect for Webex Contact Center

June 18, 2024

AWS Direct Connect is a networking service that provides an alternative to using the internet to connect to AWS including Webex Contact Center. Using AWS Direct Connect, data that would have previously been transported over the internet is delivered through a private network connection between your facilities and AWS.

In many circumstances, private network connections can reduce costs, increase bandwidth, and provide a more consistent network experience than internet-based connections.

Webex Contact Center supports AWS public VIFs only and is not compatible with private VIFs. Public VIFs end the connection in the AWS network. From there, traffic to the Webex Contact Center endpoints is routed through the AWS network.

For more information, see AWS Direct Connect in Webex Contact Center.

Pricing

AWS Direct Connect is a cloud network service available from Amazon. For information related to pricing, see AWS Direct Connect Pricing.

Interactive Voice Response Control Hub Survey Reporting Enhancement

June 14, 2024

We are excited to announce that WxCC’s survey reporting in Control Hub now offers detailed information on agents, queues, sites, and more for each survey question. This enhancement will accelerate your data-to-insights process by simplifying the slicing and dicing of survey results. For more information see here.

Supporting Apple Messages for Business (AMB)

June 5, 2024

Webex Contact Center is set to enhance customer engagement by integrating with Apple Messages for Business (AMB), enabling brands to connect with customers directly through Apple's ecosystem. This integration will offer a variety of rich interactive messaging options, such as list pickers, time pickers, forms, and quick replies, which are perfect for brands aiming to elevate their customer experience.

With these features, administrators will have the ability to set up and deploy automated customer journeys using Webex Connect’s Flow Builder. Additionally, they can configure an escalation path to seamlessly transfer conversations to a live agent within the Contact Center when needed.

To explore the full capabilities of this channel and how it can benefit your brand, click here for more details.

To start with, Webex Contact Center will be supporting the required features prescribed by Apple for BOTS and Contact Center.

For more information, see Set up digital channels in Webex Contact Center and Supported attachment types for digital channels in Webex Contact Center.

Provisioning and Subscription Simplification for Webex Connect and Engage

May 31, 2024

• Reduced errors and time to provision through an improved API implementation for Webex Connect and Engage provisioning.

• Webex Connect and Engage tenant URLs are displayed in both the quick links section and digital channels section of Control Hub for quick access. Connect URLs will only show in newly created tenants.

• Webex Connect Subscription ID is updated to match the latest Webex Contact Center subscription for seamless billing.

Reset Longest Available Agent status once a contact is received

May 30, 2024

Webex Contact Center sends the contact based on the Longest Available Agent status (LAA Routing). Longest Available Agent status is reset for all channels of an agent when one contact is assigned to an agent. In an agent surplus scenario, the next contact of any media type queued will be assigned to the next longest available agent.

This has been changed from the earlier way of assigning contacts where we used to fill up the channel capacity before assigning the contacts to the next agent.

For more information, see Longest available agent (LAA).

Custom event handling for Digital Contact Close Event

May 21, 2024

This enhancement for digital channels provides a mechanism to indicate to the system not to close and clean up a contact on the agent end. This is needed in situations where automated messages need to be sent to the client post agent end but before the contact is closed.

The custom flow provided by flow developer takes the responsibility of closing the task.

Status Indicator for Agent Desktop using WebRTC

May 16, 2024

As a part of WebRTC integration with Webex Contact Center Agent Desktop, a new status indicator is introduced. When an agent logs in using a browser, the status indicator displays the status of the voice channel as up, down, or in a connecting state.

Webex Calling Agent Support - with vPOP PSTN Support - inbound vPOP Call to WxC Agent support (mixed mode deployment)

May 16, 2024

Webex Contact Center supports Webex Calling-based agents with Voice POP and Webex Contact Center PSTN. If your organization is configured to use Voice POP or Webex Contact Center PSTN, then Webex Contact Centre now also supports routing of calls to Webex Calling-based agents.

To use this feature, your organization must have a Webex Calling subscription and your agents must be using a phone or Webex app registered to Webex calling within the same organization. Webex Contact Centre routes all agent calls to Webex calling when the agent number or extension is a Webex Calling on-net number or extension. If the agent number or extension is not a Webex Calling on-net number or extension, then the call is routed back to VPOP/WxCC PSTN trunk/service.

For more information, see Set up voice channel for Webex Contact Center .

Synchronization of Webex Calling state with Webex Contact Center state

May 16, 2024

This feature allows Administrators to configure the synchronization of agents’ states between Webex Calling and Webex Contact Center. This eliminates the need for agents to manage their state across both applications by setting themselves as unavailable when engaged in non-contact center activities. This, in turn, lowers the chance of 'RONA' (Redirection on No Answer), providing a better experience for the caller and improving routing efficiency.

For more information, see Manage desktop profiles and Use Webex App in Webex Contact Center Desktop.

Bridge Transfer in Flow Designer

May 16, 2024

Enhanced E911 Support for WebRTC Users

May 16, 2024

With the integration of WebRTC support, administrators can utilize the Redsky Emergency solution, ensuring compliance with U.S. and Canadian federal regulations. This feature will enable you to provide precise location information for emergency calls, seamlessly integrating with our robust contact center solution.

For more information, see Provision Emergency Calling in Webex Contact Center for Administrators.

WebRTC support for Webex Contact Center

May 16, 2024

Webex Contact Center is introducing WebRTC (Web Real-Time Communication) support for Agent Desktop using the Next Generation Media Platform (RTMS).

With this feature, agents can use Agent Desktop with a headset without an external phone or extension number. Agent Desktop supports all current voice functionalities such as hold, retrieve, transfer, and conference. Features such as mute, auto-answer, and dial pad are added to Agent Desktop to facilitate browser-only use. Also, when an agent signs in using a browser, a new WebRTC status indicator shows whether the voice service is up, down, or in a connecting state.

This gives customers greater freedom and flexibility in deploying agents, minimizing costs, and reducing onboarding times to deploy or expand a new contact center.

For more information, see Sign in to Agent Desktop.

Refresh intervals and High Cardinality fields

May 14, 2024

During custom report creation, selecting high cardinality fields, such as Agent Session ID and/or Contact Session ID as row segments and/or column segments triggers a UI prompt with additional information. This pop-up indicates that appropriate filters need to be applied to these two high cardinality fields for an optimal reporting experience.

Realtime Reports supports refresh intervals starting from 5 seconds and above for better optimization and a seamless experience. Existing reports with refresh intervals less then 5 seconds defaults to 5 seconds as the new refresh interval, and it can be changed to other available values greater than 5 seconds. New reports default to 5 seconds as the refresh interval, and it can be changed to other available values greater than 5 seconds. Refresh intervals of less than 5 seconds is not available for any reports, to improve reporting performance. For more information, see Cisco Webex Contact Center Analyzer User Guide.

Ongoing accessibility upgrades for Agent Desktop and Supervisor Desktop

May 10, 2024

Our focus has been on enhancing the user experience for all agents and supervisors, facilitating smooth navigation and interaction. We're refining screen reader behavior, optimizing tabbing order, and enhancing the color contrast of elements. These continuous improvements ensure that agents of all abilities can seamlessly engage with the platform, enabling them to deliver exceptional customer service experiences. With these upgrades, supervisors can efficiently oversee operations and monitor their teams with ease, fostering a more inclusive work environment.

Synchronize agents' state between Webex Contact Center and Microsoft Teams

May 10, 2024

You can configure a more seamless communication workflow with the two-way presence synchronization feature. This new update allows you to synchronize the state of your agents between Microsoft Teams and Webex Contact Center. This reduces the need for context switching and manual status updates, thereby minimizing 'RONA' (Redirection on No Answer). For more information, see Integrate Webex Contact Center with Microsoft Teams.

Flow Designer usability enhancements

May 9, 2024

Flow Designer now features several usability enhancements that improve the flow developer experience and maximize efficiency while designing orchestration workflows:

• Curved links are now the default, with error paths highlighted, accompanied by an extended color palette to easily differentiate between links.

• Preview flows while connecting them in a GoTo activity. These flows are now accessible via hyperlinks and can be previewed when selected as a target. For more information, see GoTo Activity section in Flow Designer guide.

• The enhanced percentage allocation activity now allows developers to easily deactivate existing allocations by supporting 0% allocations for exit paths that are no longer needed. For more information, see Percentage Allocation section in Flow Designer guide.

• A new Click-to-Connect toggle saves time when connecting activities, enabling developers to simply click on activities to link them, thereby streamlining the process of connecting activities.

Track Agent and IVR License Usage with Reconciliation View

May 8, 2024

This feature is in Limited Availability (LA) in US, UK, and EU regions. We’ll enable the feature for a customer only after the necessary review and agreement.

Control Hub Users, the ability to see daily Agent and IVR license usage is now available in our 'reconciliation view' feature. This update to the Control Hub, Contact Center 'Current Usage Cards' lets you view your current usage against your subscription each day, giving you a clear picture of where you stand.

This feature is initially accessible in the US, UK, and EU regions. Full access will gradually extend to all eligible users within these regions, simplifying license management for Contact Centers. Global rollout will follow later this year.

For more information, see the Cisco Webex Contact Center license consumption and reporting help article.

Flow Import and Export APIs on Developer portal

May 7, 2024

The Webex Contact Center Developer Portal offers Flow Import and Export APIs to import and export flow configurations programmatically. This simplifies the management of a large number of flows and supports robust development workflows. Developers can import flows into their system by submitting a JSON configuration file, allowing for the creation or updating of multiple flows at once. Developers can export flows from their system into a JSON configuration file, useful for backup purposes or for transferring configurations between environments.

For more information, see the Developer portal documentation.

New Customer Journey Widget (version 10)

May 6, 2024

This feature is in Limited Availability (LA) US-only. We’ll enable the feature for a customer only after the necessary review and agreement.

We're rolling out the Customer Journey Widget—a tool designed to revolutionize the way your team engages with customers. This isn't just data; it's a window into each customer's world, showing you every step they've taken with your brand. Your agents will soon be able to provide a service that's not just efficient, but personal and informed by a complete understanding of the customer's history.

For detailed instructions on enabling and customizing the widget, please refer to the instructions provided here. If you're interested in understanding the widget from an agent's perspective, you can find comprehensive documentation here.

How to use? Click here for the vidcast.

Progressive Campaign (CPA Release)

May 3, 2024

Dialing technologies have changed the way contact center agents work. They’ve eliminated the need for operators to manually dial all the numbers on their call lists. Not only does this save your team members from a tedious process, but dialing technologies allow your business phone system to be more productive by increasing workflow automation. The ask from the businesses is to improve the efficiency of agents by allowing them to make more outbound connections every day.

This feature is an enhancement to Progressive (1:1) dialer and will enable administrators to define the pacing mode upto 10 and also enable Call progress analysis for maximum outreach. This functionality is crucial for businesses aiming to actively engage with customers, address concerns, boost sales in an efficient manner.

For more information, see Configure Voice Outbound Campaign Modes in Webex Contact Center.

Outbound predictive campaign

May 3, 2024

Customers now have the option to implement more robust proactive outreach strategies leveraging predictive campaigns, which will help organizations connect with their end customers in a more timely and effective manner.

Predictive campaigns offer a much higher level of efficiency, and their benefits encompass lead generation, collections, and customer service. A predictive dialer will offer benefits such as filtering out busy signals, disconnected numbers, answering machine detection, and voicemails, ensuring that agents only connect with live agents. Predictive campaigns will give you the ability to define the minimum and maximum dialing rate so that the system can dial out the number of calls based on the abandoned rate configured. This feature will help administrators define predictive dialer parameters and conduct call progress analysis to manage outbound campaigns efficiently.

For more information, see Configure Voice Outbound Campaign Modes in Webex Contact Center.

Subflows in Flow Designer

May 1, 2024

Flow developers can build subflows for independent logical functionalities and reuse them across multiple main flows. This makes it easy to build and manage large complex flows with ease. It also helps flow developers to collaborate more effectively with different teams independently developing subflows.

For more information about how to create and manage subflows, see Subflow in Flow Designer guide.

Subflows in Webex Contact Center

Enforce role-based access controls for Flow Designer

April 30, 2024

Administrators can enforce View and Edit access controls for Flow Designer centrally on the User Profile level on Control Hub.

Also, flows can now open in read-only mode by default, preventing unintentional changes. Users with Edit access on the User profile will be able to toggle Edit mode and make changes to flows.

Partner to Partner (P2P) transfer support

April 29, 2024

Partner (P2P) transfer feature is now available for Flex and Flex 3.0. This feature allows partners to move a customer's subscription to a new partner. For more information on how to initiate a subscription transfer, see help document.

Customers using Webex Contact Center 1.0 must upgrade to the latest version of Webex Contact Center to use P2P feature.

Improvements to Webex Contact Center Self-Service Trials

April 18, 2024

Webex Contact Center is making the following improvements so that it can scale the trials to more partners and provide better support:

• Comprehensive documentation on what's supported versus what's not in a trial and whom to reach out to for support

• Contact Center AI Customer Experience (CCAI CX) is now available for trials

• Minor experience updates were made to trial provisioning flow

Support internal extensions as customized ANI

April 5, 2024

Automatic number identification (ANI) is a technology used in contact centers to verify the caller. ANI identification becomes very important for use cases while reaching out to customers for follow ups or agents reaching out backend staff such as non-agents, Knowledge workers, and SMEs for consulting. This feature makes sure that there are less number of rejection of calls by the backend staff. This feature will help the flow developers to configure the flow and decide the ANI customization for an Internal call. For more information, see Set Caller ID.

Admin Experience

This feature will help the admins to define the backend staff who are eligible to see the agent extensions.

Flow Experience

This feature will help the flow developers to configure the flow and decide the ANI customization for an Internal call.

Webex Contact Center AI Beta: Agent Burnout Management and Auto CSAT

March 29, 2024

We are excited to announce the Agent Burnout Management and Auto CSAT beta features. These features are designed to enhance agent wellness and productivity

Agent Burnout Detection feature leverages end-to-end data in the Webex Contact Centre platform to detect the agent's stress levels in real-time. We have partnered with Thrive Global to play a ‘Reset’ break to agents when they are experiencing high-stress levels detected by the Cisco Agent Burnout Detection AI model.

Auto CSAT predicts post-interaction CSAT for all customers, empowering contact centers to leverage every interaction for insights and decision-making, ultimately maximizing customer satisfaction and agent performance.

You need to sign up on the Webex Beta Portal and fill in the participation survey to express your interest in these beta features.

Effortless Supervisor Number Sharing for Hotdesking

March 27, 2024

You can now share dial numbers without the hassle of unique logins. If you're engaged in monitoring activities and need to log out, the next supervisor can pick up right where you left off, with monitoring requests directed to their station. This ensures that oversight is continuous and that your team's performance remains at its peak, no matter who is on duty.

Webex Contact Center launch in Singapore data center

March 26, 2024

Webex Contact Center services is now launched from a brand new data center located in Singapore. You will now have the option to choose Singapore as your country of operation. This will enable you to provision your tenant directly in the Singapore data center. It will provide dedicated Media Pops based out of Singapore, making it ideal for our valued customers in the region requiring voice media services.

For more information, see Data Locality in Webex Contact Center.

Introducing the Actions Widget for Microsoft Dynamics and ServiceNow connectors

March 13, 2024

The new Actions Widget in Microsoft Dynamics and ServiceNow connectors empowers your agents during voice interactions. Enhance workflow efficiency by providing quick access to actions like View/Edit Activity Record, Associate to Activity Record, Create Case, and Live Case Notes.

Streamlined Data Entry – Microsoft Dynamics

March 13, 2024

You can easily set up variable mappings between Microsoft Dynamics and Webex Contact Center. In a no-record match scenario during screen-pop, agents will receive a pre-populated contact form, eliminating manual data entry.

Consult or transfer voice calls to experts within your Microsoft Teams organization with Presence lookup

March 13, 2024

You can configure Microsoft Teams experts lookup for your agents who need to consult or transfer a voice call to experts, ensuring efficient call transfers and consultations. This directory lists experts with information such as presence, job title, department, and business phone, ensuring that agents can search and choose the right expert for the call.

Set Contact Priority

March 11, 2024

Digital contact prioritization enables flow designers to assign priority to inbound digital contacts in a queue. Flow designers can use the Queue Node to assign a priority to a contact. When an agent services multiple queues, the contact with the highest priority across all queues of the same media type is assigned to the agent. If two or more contacts across multiple queues (same media type) have the same (highest) priority, the contact waiting for the longest duration is assigned first to the agent.

Priority ranges from minimum 10 (default priority) to maximum 1.

For more information, see Implement skills-based routing and contact priority for digital channels section in Set up digital channels in Webex Contact Center article.

Contact Center admins can search channels by Dial Number (DN) in Control Hub

March 5, 2024

Admins can now search for Channels in Control Hub by entering partial or full Dial Numbers in the search bar. Note that partial search requires, at the minimum, three characters to produce results.

TLS 1.3 Support for Webex Contact Center

March 5, 2024

Webex Contact Center now works with both TLS 1.3 and TLS 1.2. This new feature mainly works on our cloud load balancers. Therefore, microservices or applications that use the load balancer don't need to change anything. Now, any external clients that use TLS 1.3 or TLS 1.2 can use the service.

Agent & IVR license Usage on Control Hub’s Contact Center Landing Page

February 29, 2024

This feature is currently only in the US, UK, and EU regions.

Introducing the newly improved License Current Usage Card on Control Hub’s Contact Center Landing Page.

This card allows Administrators, and anyone with access to the Contact Center Landing Page to select to see the amount of Premium and Standard Agent Licenses, or the IVR license usage that their Subscription has used during the Current Billing Cycle.

It indicates what the billing cycle is, how many Licenses they purchased, and if they are over or under on their allowed amount.

Support for Webex Contact Center CRM Connector in ServiceNow's Vancouver Edition

February 26, 2024

The Webex Contact Center ServiceNow Connector is now available for installation in your Vancouver edition from the ServiceNow store. This means you can easily integrate and enable your agents manage customer interactions, enhancing the overall efficiency and effectiveness of your contact center operations.

For more information, see Integrate Webex Contact Center with ServiceNow.

Record caller utterance

February 26, 2024

This feature allows the customers to effortlessly capture end-caller utterances during an IVR interaction and refer to the recorded utterances as part of their flow at a later point.

With this feature, you can create a more engaging and user-centric IVR experience by leveraging it for playing custom prompts or personalized greetings and many more use cases.

For more information, see Record activity.

Barging in on a call

February 22, 2024

With the new Barge-In feature, you can configure permissions for supervisors to join an ongoing call between an agent and a customer. It's all about empowering your supervisors with real-time intervention, ensuring the highest level of customer service, and providing a learning experience for your agents.

For more information, see Desktop Experience table in Manage User Profiles article.

Search API

February 13, 2024

Search API will give you a GraphQL endpoint to extract the exact dataset you need. This means easier reporting and deeper insights for you, and no impact on your current workflow.

For more information, see Search.

New On-hold Music Available for Contact Center

February 13, 2024

New on-hold music is available for your Webex Contact Center tenant. For new customers, this new audio file will be the default on-hold music when creating your tenant. The old on-hold music will also be available for use. For existing customers interested in using the new on-hold music, please contact your Customer Support Manager (CSM) or Partner Support Manager (PSM) to retrieve the audio file.

Copying Webex Contact Center Settings

February 13, 2024

Admins can now copy an existing Contact Center setting directly in Control Hub (e.g. copying an existing Multimedia Profile) by selecting the copy option icon next to the setting. When attempting to copy, the admin will be brought to the setting creation screen with the copied setting details already entered. The admin can then edit the details of this new setting entry as they see fit.

To copy a Flow, the copy option will be contained within the settings menu.

Apply version labels to a flow

February 6, 2024

Webex Contact Center supports the creation of flow environment version labels that can be associated with Entry Point mappings. This feature provides the flexibility for flow developers to attach a version label to a specific flow, instead of the default Latest version. This enables flow developers to develop and test new flow enhancements without impacting production calls.

When you publish a flow, you can associate a version label such as Live, Test, or Dev with the new flow version in addition to the flow name. Existing flows in the system will be marked with the Live version label. Latest is the default version label that you can't remove from a flow version during publishing.

For more information, see Apply version labels to a flow.

Flow Version Label Entry Point Flow Label

Digital channels anti-malware capabilities

January 31, 2024

Malware scan for digital channels is now available on Webex Contact Center.

Webex Contact Center digital channels is now equipped with anti-malware capabilities that scans all incoming and outgoing attachments for virus and malware signatures. This offers additional protection to the cloud and reassures the safety and stability of the Contact Center service to our customers.

Please update your digital channel Webex Connect flows to take advantage of the additional messaging that can be provided upon malware detection. Migration documents and upgraded sample template flows are available in Github.

For more information, see Setup digital channels in Webex Contact Center help article.

Virtual Agent - Voice with Dialogflow ES

January 30, 2024

Webex Contact Center is offering an enhanced integration experience for the Dialogflow ES feature. This feature is exclusively available to customers whose tenants have been upgraded to an enhanced media platform. Using this, they can enjoy a smooth and standardized onboarding process for our Contact Center AI (CCAI) services using our state-of-the-art Control Hub and the cloud-based Google CCAI connector.

Control hub administrators would now have the capability to provision the Dialogflow ES Virtual Agent feature using the conversational profile and Google CCAI Connector. With the config ID generated and the corresponding mapping to the Virtual Agent activity, flow developers can efficiently guide the IVR flow and make the most of AI services.

For more information, see Configure Virtual Agent-Voice in Webex Contact Center.

Recording of consult calls

January 30, 2024

Cisco Webex Contact Center is introducing the recording of consult calls. When an agent requires assistance during a live call and consults other agents, the conversations between the agents are recorded. This enhancement supports four consult call types - agent to agent, agent to queue, agent to dial number, and agent to entry point mapped to a dial number. This feature enables the supervisor to revalidate the advice provided to the agent and provide relevant coaching to improve the overall performance of the agent. Consult call recordings are created as child files to the main recording and follow the call recording configuration.

This feature is available only for Next Generation media platform customers and available only on the Recording Management portal.

Enhancement of Captures API to include consult call recordings

January 30, 2024

During a live call, when an agent consults with another agent or queueor dialed number, or an entry point mapped to a dialed number, Webex Contact Center enables the recording of consult calls. These consult call recordings are automatically available through the Captures API, as long as the customer call recording is enabled. It does not require any new configuration.

These agent consult call recordings facilitate quality management for the supervisor. It enables WFO providers like Calabrio or Verint to extract the consultation recordings and reproduce them in their respective dashboards for customer consumption.

For more information, see Manage call recording schedules help article.

Recording silence when caller is placed on hold

January 30, 2024

During an active call, when a caller is placed on hold by an agent, the caller listens to music or informational/promotional announcements. The generated media file records music (or announcements) during hold time. This enhancement of recording silence provides the tenants with an option to enable or disable recording silence during hold time.

By default, the generated media file records silence.

This feature is available for all Next Generation voice media platform customers.

Update tenant timezone in Control Hub

January 30, 2024

Webex Contact Center administrators can now change the timezone of their tenant directly in Control Hub. This timezone change only impacts your voice channels and doesn't apply for digital channels. For instructions on how to alter the timezone in the Control Hub, see Tenant Settings help article.

Simplify metrics and align definitions for 'Total Handled' and 'Total Abandoned' Calls between Supervisor Desktop and Analyzer

January 23, 2024

Understanding 'Total Handled' and 'Total Abandoned' calls just got simpler. We've aligned these metric definitions between the Supervisor Desktop and Analyzer for a seamless experience. You can now review the updated definitions in the View your contact center KPI cards article.

Create reports with specific time spans

January 18, 2024

With the introduction of the new Timepicker feature, Contact Center Reporting and Analytics (Analyzer) enables users to create both stock and custom reports for a specific time span. This facilitates quick and efficient report creation, ensuring a seamless review process for operational decision-making and improving overall customer experience.

For more information, see Timepicker.

Background Noise Removal for Contact Center Agents

January 16, 2024

Webex Contact Center introduces the removal of background noise arising from customers during a conversation. Agents receive calls from customers through PSTN-based devices from different environments. Excessive background noise makes it difficult for agents to understand the conversation. The background noise removal technology based on advanced deep learning, speech science, and audio processing methods resolves this issue. When a voice media stream is received from a customer, the AI noise removal technology separates and removes background noise from human speech.

This feature is available for Flex 3 premium agents on Webex Contact Centers with regional media support on the Next Generation media platform. For more information, see Audio Problems section in the Setup and Administration Guide.

For metrics related to the application of background noise reduction per entry point in inbound calls, see the Noise Reduction Duration by Entry Point section in Webex Contact Center Analyzer User Guide.

Publish Partner built Webex Contact Center Solutions on Webex App Hub

January 16, 2024

Developer Partners bringing a solution to the Webex Contact Center can promote their solution in the Webex Marketplace - the Webex App Hub. Partners can showcase the solutions they've built by including relevant marketing materials like screenshots and videos. Link to the partners' websites, payment portals, and support pages are other useful links for customers.

Developers can simply create an integration on the Webex Contact Center Developer Portal, fill out a submission form, and get the integration certified and promoted to Webex App Hub. For more information, refer Developer portal.

Increase in count of Google Connectors

January 16, 2024

With this update, customers can provision up to ten Google connectors. This enhancement provides increased flexibility and functionality for managing Google-related connections. For more information, see Configure Google connector for Webex Contact Center.

Agent & IVR license Usage on Control Hub’s Contact Center Landing Page

January 11, 2024

This feature is currently only in the US and UK regions.

Introducing the newly improved License Current Usage Card on Control Hub’s Contact Center Landing Page.

This card allows Administrators, and anyone with access to the Contact Center Landing Page to select to see the amount of Premium and Standard Agent Licenses, or the IVR license usage that their Subscription has used during the Current Billing Cycle.

It indicates what the billing cycle is, how many Licenses they purchased, and if they are over or under on their allowed amount.