Now, Webex CCE supports both Webex Connect and ECE in a single deployment, allowing agents to use both platforms. Each agent can communicate via Chat and Email through ECE, and also use social channels such as SMS, Facebook Messenger, WhatsApp, and Apple Messages for Business through Webex Connect from a single Finesse Desktop interface.

If you're using ECE as your main digital channel and plan to switch to Webex Connect digital channels, this new feature enables training for your agents in batches, making the transition smoother.

Webex CCE integrates with Webex Connect, empowering businesses to connect with their customers across multiple digital channels. In addition to its existing support for Email, Live Chat, and SMS, this feature has now expanded its digital channel offerings to include WhatsApp, Facebook Messenger, and Apple Messages for Business.

Webex Connect now provides enhanced malware protection for Webex CCE digital channels by continuously monitoring file activity for faster threat detection. Malware detection is enabled by default across all digital channels, protecting agents and customers, thereby helping organizations prevent breaches. The latest Webex Connect Workflows automatically detect malware in attachments and notify both agents and customers if a file is dropped due to malicious content. The template flow includes pre-filled channel-specific variables that display the results of the malware scan on the attachment.

You can download the Webex Connect CCE Flow Templates, originally accessible on Cisco.com, from the Webex Connect portal. These pre-built flow templates can be imported and customized to suit your needs.

In 36000 agent deployments, you can now capture detailed information on agent states, allowing you to generate more advanced and granular reports. The Agent Event Detail table logs agent transition events and the time agents spend in different states.

Administrators can now configure the inactivity timeout for a session to avoid being logged out after 30 minutes of inactivity. Navigate to the Unified CCE Administration console > CallSettings > Miscellaneous > Global > Login Session > Session Inactivity Timeout to set the inactivity time.

This feature is only applicable for sessions where administrators are using the Unified CCE Administration Console and does not apply to agent sessions in Finesse Desktop and ECE.

In 36000 agent deployments, you can now capture detailed information on agent states, allowing you to generate more advanced and granular reports. The Agent Event Detail table logs agent transition events and the time agents spend in different states.

Finesse now supports toaster notifications for:

• Incoming Calls—For incoming calls that are not answered within the configured time limit. If the call times out, a toaster notification appears on the Finesse desktop to indicate that you missed the call and your status is changed to Not Ready.

• Away from your Active Desktop — If you step away from your active desktop and the Finesse server you are logged into becomes unavailable, Finesse will provide a toaster notification alerting you that the connection to the server has been lost.

• Digital channel interactions— For incoming digital channel interactions that are not accepted within the configured time limit. If the interaction times out, a toaster notification appears on the Finesse desktop to indicate that you missed the interaction and your status is changed to Not Ready.

For more information on toaster notifications, see the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html

Finesse Desktop now has a Notification Center icon that displays all the desktop notification popovers that the agent receives during a session. The notification popover includes chat, email, social media messages, system notification, and so on. For more information, see the Notification Center section in the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html.

Cisco Finesse Desktop adheres to the Web Content Accessibility Guidelines (WCAG) 2.1, Level A and AA, and the ICT Accessibility 508 Standards, ensuring accessibility for users with disabilities. The latest enhancements include improved web accessibility, screen reader support, localization labels, color contrast, focus indicators, headers, titles, accessible labels, tool-tips, error messages, search gadget, and skip-to-content landmarks.

For more information on Accessibility for Cisco Finesse, see the Cisco Finesse Agent and Supervisor Desktop User Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html

You can set the time based on the time zone of the business operations. Your customers who are migrating from the on-premises deployment to Webex CCE can view the real time and historical reports in their business time zone.

To ensure system stability and maintain performance, a rate limit for the user API and permission API has been introduced. You can use CLI commands to manage this rate limit, controlling the number of users interacting with the Unified Intelligence Center and managing user permissions for accessing reports and functionalities.

The default rate limit is 100 requests per second for both the user API and permission API.

In New Gauge Chart View window, under the Preview and Format tab, a new check box Round up the value to the next whole number is available. By checking the Round up the value to the next whole number check box, the numeric gauge values that were displayed earlier in decimal number format are now displayed in a whole number format.

Administrators can now delete a Unified Intelligence Center user who owns entities such as Dashboards, Reports, Report Definitions, Schedules, Value List, and Collections. Upon deleting the Unified Intelligence Center user, all the entities associated with the user are automatically reassigned to the administrator.

Previously, when transferring calls, Cisco VVB did not wait for a response from the remote server nor communicate that response to the VXML, leading to predefined application flows. However, with the recent upgrade to the Blind Transfer feature, Cisco VVB now waits for a response from the agent phone before submitting the blind transfer status to the VXML server. Once the response reaches the VXML server, it can be processed, allowing for appropriate actions by the VXML application. This enhancement guarantees smooth IVR call transitions under agent phone or unavailable scenarios, greatly improving the overall customer experience.

The Webex CCE Admin Portal has been updated to Angular for improved speed and performance, affecting features such as Audio Manager, Campaigns, Callbacks/Callbacks Admin, Routing Controls, and Skill Schedules.

TLS v1.2 connections between the Portal and the CONAPI service on the HDS server, ensuring secure data transmission. All CONAPI service updates, such as creating, cloning, or editing agent teams and Contact Center users are encrypted using TLS v1.2.

This release also includes the following new Portal UI enhancements:

• A shortcut key (Ctrl +S) for the Save button across all dialogs, improving accessibility, navigation, and reducing the need to tab multiple times.

• A trash icon that allows users to delete Team Desktop Layouts when the Delete Agent Desktop Layout feature is enabled.

• You can search for Reason text using the Reasons grid across all Finesse clusters. Use the new Reason filter filter Reasons displayed on the grid by All or Different Across All Clusters.

• You can manage supervisor teams directly from the Users grid. A new Manage Supervisor Teams icon is available for each supervisor, providing quick access to team management.
• The Users grid menu lets you add a new agent, supervisor, or non-contact user.
• Portal allows administrators to manage larger data sets within the table control by increasing the maximum column length. Users can configure up to 10 columns, with each column supporting a maximum length of 5,000 characters.

Activity Requests is now available in Webex WFO, improving Agent Self-Scheduling by enabling agents to request time for non-scheduled activities like training, administrative tasks, and development opportunities directly within their assigned schedules. Automation plays a crucial role in the process. When an agent adds an activity, the system handles the request according to the following predefined rules:

• The system instantly approves activities classified as auto-approved.

• Activities requiring manual approval stay pending until reviewed and approved by a team lead.

• Staffing-dependent activities are automatically approved or denied based on real-time staffing levels.

Key benefits:

• Minimize manual work through automated approval workflows

• Align scheduling decisions with staffing requirements and business objectives

• Balance oversight and flexibility while enabling a more agile and self-directed workforce

For more information, see Configure activity request settings in WFM.

Periodization is now available in Webex WFO, enabling contact centers to balance an agent’s working hours over extended periods, such as a quarter or year, to align with contractual targets.

Benefits of Periodization:

• Improves work-hour flexibility

• Prevents agent overtime costs

• Manages agent under-utilization

• Controls regulatory violations

• Optimizes staffing based on time-based demand patterns

• Ensures that the required number of agents with necessary skills are scheduled for both peak and off-peak times

• Improves service levels while reducing costs

• Enhances resource allocation and scalability for long-term workforce planning

For more information, see Periodization.

We are excited to announce the rollout of the New Transcription Engine for Webex WFO customers, offerring significant improvements in accuracy, speed, and scalability.

This cloud-based solution is designed to provide faster turnaround times and more consistent transcription quality across supported languages.

What to Expect:

• Experience up to 20% increase in accuracy for US English, along with significant improvements across other supported languages.

• Transcriptions are now delivered more quickly, enabling faster access to insights and accelerating workflows.

• Seamless Transition.

• Historical transcription data remains unchanged.

• All new and ongoing transcriptions automatically benefit from the upgraded engine.

• Built on a cloud-native architecture to support rapid processing and scalable deployment.

• Designed with data localization and compliance in mind to meet business and regulatory requirements.

Why It Matters:

• Delivers more accurate and actionable transcriptions for QA, compliance, and insights.

• Enhances business intelligence through improved text analytics, sentiment tracking, and searchable conversation data.

• Drives operational efficiency with faster access to conversation transcripts, enabling quicker follow-up and coaching.

Support for 15+ global languages, including English, Spanish, French Canadian, German, Arabic, and more.

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

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.

The system applies rules to auto-approve, deny, or waitlist the request. If no rule applies, the request remains Pending, triggering a notification for supervisor review. Since these notifications operate at the team level, any transferred agent’s new supervisor automatically receives the request for action.

Benefits of Notification

• Delivers timely notifications

• Enhances scheduling efficiency

• Reduces administrative workload

• Ensures seamless communication between agents and supervisors

For more information, see the following topics:

• Notification Settings

• Display User Info

• Manage Basic User Info

• Configure Organization Hierarchy

Insights is a modern, fully featured BI solution with a range of features and improvements designed to significantly enhance your data access and visibility within Webex WFO.

Reasons to get excited about Insights:

• The Insights experience is designed for streamlined data exploration and analysis, while being easy for non-technical users to independently create reports and dashboards.

• AI-powered and highly customizable to help accelerate decision making
• Offers a broad range of visualizations
• Suitable for both efficient ad-hoc analysis and rich dash-boarding

Here is a short video to provide an overview of all the new capabilities that Insights brings to the table.

Sessions is now live, streamlining the scheduling and management of agent activities beyond traditional shift planning. It allows managers to efficiently allocate time for training and other unscheduled tasks across a group of agents.

With features like automated, evenly distributed activities and drag-and-drop scheduling, Sessions reduces administrative effort and enhances flexibility.

Benefits of the Sessions feature:

• Provides clear visibility into agent allocation and performance for data-driven decision-making.

• Boosts operational efficiency.

• Supports agent development and engagement.

• Helps contact center teams stay organized and balanced.

• Keeps teams focused on continuous improvement.

• Aligns with broader business objectives. For more information, see Manage Session.

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.

Key Updates:

• 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 the following topics:

• Create and manage phrases and phrase categories

• Localization and supported languages

Webex WFO has introduced a self-service bulk contact deletion feature, enabling users to efficiently remove multiple contacts simultaneously without the need for manual, one-by-one deletions.

• Effortlessly delete interactions recorded in error or those containing unredacted sensitive data.

• Minimizes the need for development team intervention, conserving engineering resources.

• Empowers users with greater control over data management, thereby reducing the volume of support cases.

For more information, see Delete or update multiple contacts at once.

Webex WFO Bulk transfer of user data provides a more efficient and user-friendly solution to transfer data from one user to another when an employee has more than one user account. This feature also enables you to transfer data for up to 2,000 users in bulk at once.

For more information about bulk data transfer, see the About user data transfer for QM and Analytics and Transfer user data for QM and Analytics topics at:

• Transfer User Data
• About Transfer User Data