• Webex Contact Center CRM Connector for ServiceNow (Yokohama Edition)

Experience a new level of efficiency with our CRM Connector that is designed for seamless integration and rigorously validated for optimal functionality. This connector ensures a reliable and error-free experience between Webex Contact Center and ServiceNow (Yokohama Edition) Marketplace.

• Webex WFO: Periodisation of Agent's Work Hours

Periodisation 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 Periodisation:

• Improves work-hour flexibility

• Prevents agent overtime costs

• Manages agent under-utilisation

• Controls regulatory violations

• Optimises staffing based on time-based demand pattern

• 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 Periodisation.

• Ability to Manage Audio Prompts using Webex Contact Center Flow Designer

Webex Contact Center introduces enhancements to the HTTP Activity on Flow Designer that allows administrators to record and manage audio prompts on the platform through a telephony interface, using Webex Contact Center Flows. This feature includes a ready-to-use flow template that empowers administrators to review, record, replace, and manage existing prompts by dialing into the flow using the IVR. This enables the seamless integration with the existing public Webex Contact Center Audio Prompt APIs on the developer portal, enabling administrators to leverage a wide range of features and functionality within the IVR when managing them. A key benefit is that this allows administrators to remotely manage and record prompts when there is no access to a desktop or web interface, expanding available options for managing audio prompts on the platform.

For more information, see the HTTP Request activity section in the Flow Designer Guide.

• Dynamic Variable support for Queue to Agent and Advanced Queue Info activities

The Webex Contact Center Flow Designer supports the use of dynamic variables for Queue to Agent and Advanced Queue Info activities. This enables flow developers to dynamically inject the Queue name, Skill Name with the Skill Value for more programmatic use of flows. The primary advantage of this feature is that developers can create flows with these activities and dynamically modify these parameters at runtime with the help of variable support.

For more information, see Skill settings.

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

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.

• Optimised 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 utilise QBR effectively.

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

• Enhanced Collaboration in Webex Contact Center Multi-Party Calls

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.

Comparison table:

• Enhanced Set Variable Activity for Flow Designer

Webex Contact Center introduces an enhanced Set Variable activity in Flow Designer designed to empower developers to set and modify variables more efficiently in a single step on the canvas. This enhancement allows users to set up to 10 variables or expressions within a single set operation, streamlining flow development and reducing canvas clutter. By consolidating multiple set variable operations into one step, this feature simplifies workflow creation, enhances usability, and increases development velocity. As a result, developers will enjoy improved efficiency, while administrators benefit from easier flow comprehension.

For more information, see the Set Variable activity section in the Flow Desginer Guide.

• Enhanced topic customisation in Topic Analytics

Topic Analytics is now enhanced with the ability to edit topics in your topic collections. This enhancement allows you to tailor topics to better fit specific business needs, language, and jargon, thereby improving communication and reporting to stakeholders. You can easily rename, merge, or delete topics after analysis for a more streamlined and relevant reporting process.

For more information, see Edit topics in topic collection.

• Entry Point Transfer and Conference enhancement

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

Activity Requests is now live in Webex WFO, enhancing Agent Self-Scheduling by allowing agents to request time for non-scheduled activities such as training, administrative tasks, and development opportunities—directly within their schedules.

Automation is playing a key role. When an agent adds an activity, the system handles the request according to predefined rules:

• Auto-approved activities are instantly approved by the system.

• Manually approved activities remain in a pending state until a team lead reviews and approves them.

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

Key benefits:

• Reduce manual effort with automated approval workflows.

• Ensure scheduling decisions align with staffing needs and business priorities.

• Maintain oversight and flexibility while enabling a more agile, self-directed workforce.

For more information, see Configure Activity Rule Settings.

• Webex WFO: Insights

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 customisable to help accelerate decision making.

• Offers a broad range of visualisations.

• 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.

• Advanced security authentication for HTTPS connectors on Flow Designer

Webex Contact Center enhances the Flow Designer platform with certificate-based OAuth2 Authentication for custom HTTPS Connectors, including a dedicated connector for Microsoft Dynamics 365. This allows administrators and developers to establish secure bidirectional trust relationships between Webex Contact Center and third-party APIs using HTTPS connectors within flows. Users can now utilise the new Microsoft Dynamics option on Control Hub, which includes a certificate configuration. Custom connectors also support this security option via certificate-based OAuth2, effectively addressing critical enterprise security requirements.

For more information, see Configure Microsoft Dynamics 365 connector for Webex Contact Center.

For custom connectors, see Configure custom connector for Webex Contact Center.

• SFDC - Extended support for special characters in Idle Codes

Cisco has 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.

• Introducing support for custom code with inline JavaScript and Python script on Flow Designer

The Webex Contact Center Flow Designer now includes a new 'Function' activity, which brings the ability to add inline custom code using JavaScript or Python script directly within the Flow Designer module. This powerful addition enables flow developers and administrators to leverage popular programming languages for data parsing, executing custom scripts, and making HTTP requests within their workflows. This feature greatly extends the use cases for manipulation and data management of JSON and Python scripts, significantly enhancing the customisation and automation capabilities of the Flow Designer. Additionally, the activity features enhanced input and output mappings to flow variables, allowing for seamless data exchange and parsing.

For more information, see Create and manage functions section in the Flow Designer guide.

• Allow routing to the same agent after transfer to queue

Webex Contact Center's new tenant-level configuration allows calls to be routed to the original agent who transferred them, preventing contacts from getting stuck when no other agents are available. Routing calls back to the original agent enhances operational flexibility, reducing wait times and optimising resource use in contact centers with limited staff. This improvement supports better customer satisfaction and streamlined operations.

For more information, see Manage queues.

• Webex WFO: Automated Contact Reconciliation

Webex WFO now offers Automated Contact Reconciliation for Webex Contact Center, which improves data integrity and operational efficiency and ensures all interactions are accurately accounted for.

This feature automatically compares contact records between Webex Contact Center and Webex WFO to identify missing or incomplete recordings. A daily process scans contact record data of the past 25 hours, detects gaps, and initiates recovery to maintain a complete interaction history and compliance coverage, eliminating the need for manual effort.

Key Benefits:

• Ensures that all interactions (Voice and Digital) are recorded and accounted for.

• Supports compliance by reducing the risk of missing contact records.

• Reduces manual recovery efforts for support teams.

• Improves trust in reporting and historical data integrity.

• Automates a previously manual, escalation-prone workflow.

Availability:

This feature is disabled by default and requires a request to be activated.

To enable the feature:

• Submit a request via your Cisco Customer Success Manager (CSM) or Support Contact.

• Upon approval, the feature will be activated.

For more information, see Enable Automated Contact Reconciliation.

• Ability to Pass and Retrieve SIP Headers with External Systems Using Flow Designer

Webex Contact Center introduces a capability that allows flow developers to pass and retrieve custom SIP headers with external systems using the Flow Designer. Developers can now easily configure flows to send custom SIP headers (X-Headers) with the Blind Transfer and Bridged Transfer activities. This capability also allows for the retrieval of updated headers when the call returns from the Bridged Transfer activity, ensuring data continuity in complex call flows involving third-party systems, such as in IVR Behind scenarios. This feature not only enhances Webex Contact Center's integration capabilities but also improves call handling by maintaining call context.

The use of custom X-Headers is currently supported for organisations using Webex Calling with a Local Gateway as the telephony option for Webex Contact Center.

For more information, see the Add Headers section in the Blind Transfer and Bridged Transfer activities in the Flow Designer guide.

• Extracting Custom SIP Headers in Flow Designer for Enhanced Integrations

Webex Contact Center now offers custom SIP Header extraction within the Flow Designer, enabling flow developers to maintain context with the support of custom X-Headers, available with a new "Headers" (NewPhoneContact.Headers) output variable within flows. This data can then be extracted for use within the flow logic or displayed to the Agent. This feature facilitates integrations with third-party systems such as external IVRs or on-premise systems, enhancing the platform's flexibility and capabilities.

The use of custom X-Headers is currently supported for organisations using Webex Calling with Local Gateway as the telephony option for Webex Contact Center.

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

• Skill-based routing using skill directly assigned to queues

Webex Contact Center offers additional skill-based routing capabilities with direct Skill assignment to Queue. This feature provides the ability to add skills to queues and also allows to get a view of the agents mapping to the queue as and when any adjustments are made to queue skills or agent skills. This helps administrators easily to view & manage queue to agent assignment. This routing capability also provides Estimated wait time (EWT) and Position in queue (PIQ). These queues can be used along side with queues that support skills assignment in the flow. Skill-based routing matches contacts in queues with assigned skills to agents skills, reducing wait times and boosting customer satisfaction.

For more information, see Create queues and configure routing patterns.

• Webex AI Agent Studio: Transcript Access Management

Webex AI Agent Studio allows organisation full administrators to control user access to sensitive information within their organisation, such as customer transcripts from sessions and curation.

Aligned with Cisco's zero-trust security principles, users are assigned least-privilege access by default. This means explicit permissions are required to access sensitive data like transcripts on the platform.

Using the Enterprise Profile, administrators can manage 'Decrypt Access' permissions for themselves, other administrators, and users, ensuring the risk of unauthorised access is minimised.

For more information, see Webex AI Agent Studio Administration guide.

• Real-time transcripts for agents

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: Minimise manual note-taking and repetitive conversations.

• Better customer experience: Address concerns quickly and clearly.

• Webex WFO: Enterprise Analytics

Enterprise Analytics is now available in Webex WFO, introducing a new set of AI-powered capabilities that help contact centers analyse conversations more effectively, surface key trends, and evaluate performance at scale. With Auto QM, Trending Topics, and Interaction Summary working together, teams can uncover what matters most, reduce manual effort, and drive smarter, faster decisions across every customer interaction.

For a detailed breakdown of full capabilities, see Enterprise Analytics on Webex WFO (Webex Contact Center).

• Webex WFO: Basic WFM and QM Offerings

Webex WFO has officially expanded its Workforce Optimisation portfolio with the launch of Basic WFM and Basic QM. These streamlined options are designed to help contact centers start strong with essential scheduling and evaluation tools. Built for teams moving off spreadsheets or basic recording setups, these packages make it easier to improve staffing accuracy, boost agent engagement, and drive consistent service quality from day one.

For a detailed breakdown of full capabilities, see Basic WFM and QM Offerings on Webex WFO (Webex Contact Center).

• Introducing Agent Whisper Announcements in Webex Contact Center

Webex Contact Center has introduced support for Agent Whisper Announcement. Whisper allows an agent to hear a brief, prerecorded message prior to being connected with a caller. A whisper announcement could include caller language preference, choices the caller made from a menu, customer status or another use case. The whisper announcement plays only to the agent; the caller hears ringing while the announcement plays. Whisper announcement is added to a customer interaction using the new “Set Whisper” activity in flow builder.

For more information, see Set Whisper Announcement.

• Purge Recordings Policy Control in Webex Contact Center

Cisco has announced the availability of Purge Recordings Policy Control features in Webex Contact Center. These enhancements will enable tenant administrators to manage retention policy for call recordings and transcripts more efficiently, ensuring compliance, optimising storage, and maintaining security.

With this new feature, you will be able to:

• Configure retention policies for call recordings and transcripts.

• Automatically purge expired recordings and transcripts, thereby freeing up storage space.

The default retention policy for new customers will be 1,095 days (3 years). Existing customers will need to configure their retention policy via the Control Hub.

Action Required: We ask customers to configure their Contact Center retention policy in Control Hub as soon as the feature is available in their region. Cisco will provide configuration guidance via email to assist with setting up the retention policy.

The feature will have a phased rollout to different regions. This feature is currently in Limited Availability (LA) and expect to go General Availability (GA) by August.

For more information, see Manage Retention and Purge Recordings and Transcripts.

• Webex WFO: New WFM Datasets and Dashboards Available in Insights

Webex WFO has introduced new resources in Insights to provide Classic WFM cloud customers with deeper scheduling and performance insights. The "WFM (Classic)" folder now includes 7 new datasets and 5 new dashboards.

The following new datasets are added for WFM:

• WFM Agent Schedule and Statistics: Combine planned schedules with actual agent activity for easy comparison.

• Forecast Workload and Queue Stats: Supports recreating Data Explorer Forecast dashboards and custom versions.

Cisco has released 13 new datasets supporting the WFM Group Pages feature in Insights. These mirror existing WFM datasets and use the same names with a “(Group Pages)” suffix.

For example:

• Original dataset: Agent Schedule Adherence

• New dataset: Agent Schedule Adherence (Group Pages)

Use these Group Pages datasets only if your dashboard requires Group Pages data. To prevent over-counting, make sure to use the WFM Group Page field as a grouping or filter in each visual.

You can find the new fields in the Organisation folder within each dataset.

For more information, see https://wfohelp.com/doc/Content/user-guides/insights-bi/get-started/how-insights-works.htm?tocpath=Data%20Analysts%7CInsights%7C_____1

• Webex WFO: Absence Attributes

Absence Attributes is now available in Webex WFO. This capability allows administrators to tag absences with attributes (custom labels) like Emergency Leave or Last-Minute Request.

This feature enables smarter tracking, real-time scheduling accuracy, and deeper insights into absence trends.

Key Benefits:

• More efficient forecasting

• Granular tracking of absence types

• Real time updates to schedules

• Deeper reporting and trend analysis

Absence Attributes equips the team with the tools to address staffing challenges, manage leave proactively, and make more informed planning decisions.

For more information, see https://wfohelp.com/doc/Content/user-guides/wfm-settings/manage-absence-attributes.htm

• Webex WFO: Contact Queue Enhancements

Webex WFO now includes powerful enhancements to the Contact Queue, making it easier to create, manage, and track Contact Goals across teams and evaluators.

These updates make it easier to manage goals, target on the right conversations, and improve the experience for both Assignors and Assignees. Evaluators can now see more of their queues at once, track progress in real time, and complete evaluations more easily.

Key Benefits:

• Create more precise Contact Goals with flexible team or agent targeting.

• Use advanced logic to surface the most relevant conversations for evaluation.

• View multiple queued contacts at once for better planning and prioritisation.

• Track goal progress with clear visibility and status indicators.

• Manage goals more easily with improved user experience.

These enhancements support smarter evaluation workflows, more accurate results, and a better experience across the entire quality process.

For more information, see the following topics:

• https://wfohelp.com/doc/Content/user-guides/application-management/contact-goal-administration-v2.htm

• https://wfohelp.com/doc/Content/user-guides/recordings/contact-queue-v2.htm

• Externally Manage and Update Flow Settings on Control Hub

Webex Contact Center now enables administrators and supervisors to manage and update flow settings externally via Control Hub without the need to edit flows on Flow Designer. This enhancement offers real-time operational agility by allowing modifications to critical settings like business hours, queue configurations, audio prompts, etc. directly through Control Hub. This empowers administrators to adapt flow behaviors instantly, ensuring that contacts receive updated information in real time. By externalising this configuration, the feature supports the reuse of flows across various business scenarios with tailored configurations, reducing duplication and minimising configuration errors. This advancement significantly streamlines contact center management while maintaining high responsiveness and reliability.

For more information see Override flow settings section in the Flow Designer guide and Set up a Channel article.

• Bring Your Own Virtual Agent

The 'Bring Your Own Virtual Agent (BYOVA)' feature empowers partner organisations to integrate their proprietary voice virtual agents with the Webex Contact Center solution. With this feature, partner-built voice virtual agents will be available to all customers with the purchase of ‘3rd Party AI’ Add On.

Customers now have the flexibility to select the virtual agent vendor that aligns with their unique needs and preferences. Using this feature, they can enjoy a smooth and standardised onboarding process for our Contact Center AI (CCAI) services through our state-of-the-art Control Hub and the cloud-based vendor specific CCAI connector.

For more information see the following articles:

• Authorise service apps for Bring Your Own Virtual Agent

• Create a Contact Center AI Configuration

• Configure Virtual Agent-Voice in Webex Contact Center.

• Split Interval Segment Reporting (Activity Duration)

Gain deeper insights into agent performance with the new Split Interval Segment Reporting feature. This tool lets you track agent activity, states, and durations across customisable time intervals for better staffing, resource allocation, and customer satisfaction. Simply enable the Split Interval option in the Compute panel to analyse data by precise intervals instead of interaction end times.

For more information, see Cisco Webex Contact Center Analyser User Guide.