• Update CLID post Agent Consult Transfer

Webex Contact Center has introduced a behaviour update to the agent consultative transfer flow. When an agent performs a consultation, the consulted party will receive a call on their phone with a CLID displaying the Entry Point/Agent. This enhancement has updated the behaviour if the agent releases the call to the consulted party, the CLID will be updated to show the originating caller on release (instead of the EP as it appears today). This enhancement is being implemented based on valuable customer feedback.

• AI-Enhanced Call Summaries for Faster, Smarter Customer Interactions

We’re excited to announce the release of two new AI-powered features designed to save time, reduce effort, and elevate every customer conversation.

Post-Call Wrap-up Summaries: Now, as soon as a call ends, AI delivers a concise, structured recap of what was discussed: the reason for the call, key actions taken, and next steps. This eliminates manual note-taking, shortens wrap-up time, and ensures every detail is accurately captured for CRM or quality reviews.

Mid-Call Summaries: When an agent transfers a call—to another colleague, supervisor, or an internal expert—AI instantly generates a live summary of the conversation so far. This means no more repeating information or losing context. The receiving agent starts informed, the hand-off is seamless, and the customer experience remains uninterrupted.

24-Hour Post-Call and Mid-Call Summary: API Access Customers can now retrieve AI-generated summaries for up to 24 hours after a call, enabling easy integration with downstream systems, reporting, or custom workflows.

Currently, only AI-generated summaries are available via API. Support for agent-edited versions will be introduced in an upcoming release.

With these enhancements, your teams can spend less time typing and more time connecting. For more information, see Cisco AI Assistant for Webex Contact Center, Enhance your efficiency using AI-generated summaries, and Enable Cisco AI Assistant for Contact Center.

• Enhanced Agent Personal Greeting in Webex Contact Center

We’re excited to announce an enhancement to Agent Personal Greeting in Webex Contact Center, designed to make customer interactions even more personalized.

Agents can create, record, and update their personal greetings directly from the Agent Desktop using an intuitive telephony IVR interface.

Flow Designer has introduced a new activity that allows to upload the recorded agent greeting. Additionally, a system default flow (non-editable) has been introduced for recording agent greetings.

Administrators can define Greeting Purposes in the Agent Personal Greeting section, making it easy for agents to record greetings for different scenarios.

All personal greetings will automatically appear on the Agent Desktop, making access and updates quick and effortless.

For more information, see Manage Desktop Profiles, Manage Audio Files, Enhance efficiency with pre-recorded greetings, Flow Designer Guide, and Understand your user profile.

• Barge-in improvements for autonomous AI agent

We’re introducing significant enhancements to how our AI agents manage barge-in events—situations where users interrupt ongoing conversations. In addition to detecting these interruptions to preserve a natural conversational flow, we’ve now enhanced both the session transcripts and the LLM experience. Session transcripts now provide greater clarity and detail by explicitly indicating which prompt was interrupted and the exact point of interruption, highlighting the truncated content. Furthermore, the LLM receives explicit context that a prompt was barged-in and incorporates this information when responding to subsequent dialog. These improvements give developers deeper insights, making it easier to debug, analyse, and optimize interactions for smoother and more efficient user experiences.

For more information, see the View autonomous AI agent sessions section in the Webex AI Agent Studio Administration guide.

• Migration of Webex Contact Center Audit Logs to Control Hub

We are pleased to announce that audit logs for Webex Contact Center are now available in Control Hub. This enhancement delivers an improved administrative experience with advanced search and access capabilities.

Key Features:

- Backfill of Historical Data: Control Hub includes a backfill of one year (12 months) of audit log data to ensure continuity and comprehensive access.

- Enhanced Search Capabilities: Admins can search audit logs by time, the user who performed the action, category, type of change, and the impacted resource.

Important:

Starting 90 days from today, audit logs will no longer be available in the Management Portal. We recommend administrators download any necessary audit events from the Management Portal before they are removed.

For more information, please see the Review activity logs in Control Hub for Webex Contact Center article.

• Quick Links Available on Control Hub

You can now launch Webex Workforce Optimization (WFO), Campaign Management (Acqueon), and Business Rules Engine directly from the Contact Center's Control Hub using quick links. These links will also remain available on the Tenant Management Portal for the next few months. After that, they will be removed from the portal.

• Webex AI Pro 2.0 for Scripted AI Agents is now GA

We are excited to announce a new Engine "Webex AI Pro 2.0" for Scripted AI Agents. Webex AI Pro 2.0 is our latest generative AI-powered Natural Language Understanding (NLU) engine for scripted AI agents. It leverages advanced machine learning algorithms to interpret user inputs and accurately classify intents. By learning from diverse LLM generated linguistic patterns, the engine delivers high precision in understanding what the user wants to achieve, even when phrasing or word choice varies.

Key Benefits:

- Improved intent recognition: Capable of understanding a wide range of user queries, including unseen samples or input variations, enabling more accurate intent classification.

- Adaptive learning: The model generalizes effectively across similar utterances, reducing the need for exhaustive manual examples.

For more information, see the Set up scripted AI agent section in the Webex AI Agent Studio Administration guide and Understand AI engines for AI agents.

• Enhanced conversational experience with advanced voice capabilities for autonomous AI agent

We're excited to announce advanced voice capabilities for autonomous AI agents to enhance conversational experience to the end customers. This enhancement is designed to help you customise how AI agents listen and respond, ensuring every conversation feels natural and flows smoothly. The capabilities include:

- Precision interaction control—Gain total control over agent-customer dynamics. Use “barge-in” capabilities to allow customers to interrupt the agent and “end of speech sensitivity” option to determine exactly how long the agent waits before responding.

- Human-centric conversational flow—Tailor your agent’s personality using active or direct response styles. You can include disfluencies (like "um" or "like") for a more relatable feel and fine-tune the speaking rate to match your brand’s preferred tempo.

- Industry-specific understanding—Use “custom vocabulary” to improve transcription and recognition accuracy by adding industry-specific terms, product names, or unique phrases to ensure the AI agent never misses a detail.

- Optimized silence & timeout management—Eliminate awkward pauses with granular timing controls. Set specific “no-input timeouts” and “caller-turn timeouts” to ensure the agent prompts the user or moves the conversation forward at just the right moment.

- Advanced DTMF input handling—Handle IVR DTMF inputs seamlessly by defining “digit timeouts”, “termination characters (like # or *)”, and “maximum character lengths”.

For more information, see the Configure conversation settings section in the Webex AI Agent Studio Administration guide.

• Webex WFO: Enhanced Live Screen Monitoring

Webex WFO has enhanced Live Screen Monitoring to provide supervisors sharper, targeted visibility across agent workspaces. With this enhancement, supervisors will be able to select and focus on individual monitors during live sessions, enabling clearer insights into key workflows.

Key Benefits:

- Precision Monitoring: Easily focus in on the most important screen.

- Improved Clarity: View details without distraction for better coaching and compliance.

- Optimized Experience: Designed for multi-monitor environments to simplify monitoring.

For more information, see the "Monitor an Agent's Screen" section at Monitor agents in real time.

• Webex WFO: Coaching Effectiveness Dashboard in Performance Management

Webex WFO Performance Management has launched the Coaching Effectiveness Dashboard, a new tool that enables supervisors to gain insights into how coaching is delivered across teams and to assess its overall impact.

Key Benefits:

- View coaching activity and impact across teams in one place

- Spot performance trends quickly and take action with confidence

- Identify which coaching methods are effective and pinpoint areas that have potential for improvement.

Performance Management requires customers to sign in through their configured Tenant Specific URL. For more information, refer to Tenant Specific URL for Webex WFO Users (Webex Contact Center).

This feature requires a minimum of Full WFM, Full QM, or WFO Bundle to access Performance Management.

For more information, see View coaching effectiveness in Performance Management.

• RAG ingestion and retrieval improvements for AI agents

The Webex AI Agent now offers significantly faster document ingestion with over 90% improvement for English documents, enhanced retrieval accuracy, and stronger security through updated dependencies. Key enhancements include:

Improved Retrieval Accuracy: Automatic fallback to original queries to prevent conversation interruptions, better multi-turn conversation handling, and enhanced ranking of knowledge base results for more relevant answers.

Accelerated Ingestion Performance: Optimised language detection bypasses unnecessary processing for English documents, and a new queue-based architecture enables automatic scaling and improved monitoring.

Security Updates: Updated libraries to remediate vulnerabilities and maintain compliance.

Why it matters: These improvements deliver faster, more accurate responses, reduce agent handovers, enable scalable operations during workload spikes, and maintain enterprise-grade security—all automatically enabled with no user action required.

To experience the benefits, simply upload documents to your knowledge base and monitor faster processing and improved knowledge retrieval accuracy in your session details. To upload documents to your knowledge base, refer to the Create knowledge base for AI agent section in the Webex AI Agent Studio Administration guide.

• Agent Assist in Webex WFO

Agent Assist is now live in Webex WFO, helping administrators streamline schedule-related interactions with agents while maintaining control over workforce policies. The GenAI-powered assistant evaluates every agent request against configured WFM rules, permissions, and eligibility criteria before actions are submitted or approved.

By automating validation and handling common scheduling interactions, Agent Assist reduces repetitive administrator workload while keeping workforce operations compliant and consistent. It is available in 59 languages.

Key benefits:

- Reduce repetitive agent inquiries related to schedules and availability

- Ensure requests follow defined WFM rules and permissions

- Maintain consistent policy enforcement at scale

- Spend more time on intraday management and agent support

For prerequisites and other details, refer to https://www.wfohelp.com/doc/Content/user-guides/agent-tools/about-agentassist.htm

This feature will need the Full WFM SKU.

• AI Assistant – Real-Time Assist (formerly called Suggested Responses) for Voice & Digital interactions

Real-Time Assist is a Cisco AI Assistant feature designed to support agents during live customer interactions by continuously understanding the conversation context, identifying customer intent, and providing relevant recommendations instantly.

The feature leverages agentic AI to:

- Guide agents with information from knowledge bases, internal business tools and other sources

- Suggest the optimal next step to take during interactions

- Automate tasks and agent workflows.

Real-Time Assist enhances accuracy, reduces handling time, and ensures a consistent, high-quality customer experience across every live channel by acting as a real-time AI Assistant to the agent.

For more information, see Administrator's guide to configuring Real-Time Assist and Agent's guide to using Real-time Assist.

• Flow Reliability Enhancements

To enhance the reliability of flows and reduce development time, self-loop limits have been established for various activities within Flow Designer. These limits serve as a safeguard against logical errors caused by unintended loops, ensuring that such errors do not fail silently. When a flow reaches the self-loop limit, it automatically exits via the global error path, making the issue visible to developers for prompt resolution.

Additionally, loop detection is integrated during the design phase for certain activities, proactively preventing the creation of problematic loops.

Flow designers are encouraged to refer to the System-enforced self-loop limits for activities section in the Flow Designer guide for comprehensive best practices and for a detailed specifications on self-loop limits per activity. Adhering to these guidelines helps prevent errors related to self-loops and promotes smoother, more reliable flow operation.

• Extended Interaction History Filtering

Supervisors can now filter and view completed interactions from up to 13 months in the past. For more information, refer to View interactions section of Supervise your agents and teams article.

• Enhancements to CTI Connectors for Salesforce CRM, ServiceNow, and Microsoft Dynamics

Webex Contact Center is introducing significant enhancements to its CTI connectors for Salesforce CRM, ServiceNow, and Microsoft Dynamics. These updates are designed to deliver a streamlined, integrated desktop experience for agents, increasing productivity and efficiency through the following key enhancements:

Key Enhancements:

- Synchronization of Webex Calling State with Webex Contact Center State:

- Agent status is now automatically aligned between Webex Calling and Webex Contact Center, enabling administrators to better manage agent availability and ensure focused, uninterrupted customer interactions.

- Enhanced Outbound Campaign Support:

- Both progressive and predictive outbound campaigns are supported on the connectors, helping keep agents focused and efficient within their CRM interface.

- Cancel Auto-Wrapup Timer:

- Agents now have the flexibility to extend their scheduled wrap-up time when needed. This option supports more accurate post-call documentation and helps reduce agent stress.

- Salesforce Auto Activity Configurability:

- Administrators now have granular controls for Salesforce activity management, including options to enable or disable activity record creation and configure when screen pops occur, either on call connection or during wrap-up. This is supported for Salesforce.

For more information, see Integrate Webex Contact Center with ServiceNow (Version 2-New),

Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version 2-New), and

Integrate Webex Contact Center with Salesforce (Version 2-New).

• Simplified Data Filters and consolidated Profile Variable functions

We are excited to introduce an enhanced user experience in Analyzer tool, designed to streamline and simplify the filter creation and modification process. Users will now have the ability to create complex filtering conditions using both AND and OR logical operators, and also to nest conditions as needed. Building filters will now be more intuitive, with existing filters automatically converting to the new format upon editing-ensuring a smooth and seamless transition. These enhancements focus on data filters during the report creation process, where conditions are applied at the data level. When running a report, the data will also be filtered based on user-defined filter conditions, providing the report at desired granularity.

Additionally, we are also simplifying profile variables editing experience by consolidating all functions including Show/Hide, Delete icons into single-click action, enhancing accessibility.

For more information, see Define Filters section in the Webex Contact Center Analyzer User Guide.

• Personalize Your Agent Desktop with New Theme Options

We’re excited to announce that theme personalization option is now available on the Webex Contact Center Desktop! Agents now have the flexibility to choose from three professionally designed, out-of-the-box desktop themes, making it easier to find the look and feel that best suits their needs and work style. The new backgrounds and available theme selections greatly improve comfort and accessibility.

For more information, see Understand your user profile.

• Simplified Admin Experience for AI Features

We have introduced a new, streamlined administrator experience for enabling the AI Assistant and AI Quality Management features in Webex Contact Center. With this update, administrators can activate AI capabilities at the organization level and further map them to Queues/Agents as needed in just a few clicks. It can be accessed from 'AI features' under 'Desktop experience' on Control Hub.

Organizations that have purchased AI Assistant and / or AI Quality Management SKUs will access the features listed below:

Features included in AI Quality Management SKU

- Evaluations and Speech Analytics

- Coaching Insights

- Supervisor Team Performance Dashboard

- Auto CSAT

- Sentiment Analysis

- Real Time Transcripts.

Features included in AI Assistant SKU

- Generated Summaries

- Real time transcriptions

- Agent Wellbeing

- Real Time Assist

- Auto CSAT

- Sentiment analysis.

Organizations without either of these SKUs can only access predicted wait time under this section.

The existing AI Assistant tab will be replaced with AI features.

We have consolidated the enablement process for most AI Assistant features to the queue level to improve administrative efficiency. Key changes include:

- Auto CSAT—This feature has migrated from an agent-level setting to a queue-level setting.

- Real-Time Transcriptions—This feature has changed from an org-level setting to queue-level setting.

This consolidated approach saves time, boosts efficiency, and helps organizations quickly deploy AI-powered tools that enhance agent productivity and elevate customer experience.

For more information, see Enable AI features in Control Hub for Webex Contact Center.

• Introducing Webex AI Quality Management

Feature enablement

We are excited to introduce Webex AI Quality Management. Organizations get access to the features after they purchase the corresponding SKU. Once the SKU is purchased, administrators with necessary permissions can enable/disable the features from ‘AI Features’ within ‘Desktop Experience.’

The following features are available for AI Quality Management:

- Evaluation and Speech Analytics

- Sentiment Analysis

- Coaching Insights

- Auto CSAT

- Real Time Transcript

For sentiment analysis and Auto CSAT, they can further select queues for enablement. To access Sentiment Analysis, Real-Time Transcripts must be enabled for the queues.

After feature enablement for the organization:

- Evaluation forms need to be created and assigned in the Supervisor desktop.

- Coaching insights need to be enabled and configured for teams on the supervisor desktop.

Configure AI Quality Management permissions for User Profiles

New permissions for AI Quality Management have been introduced for administrator and supervisor user profiles.

The following permissions have been introduced for Administrator profiles:

- Evaluations and Speech Analytics

- Coaching Insights.

Administrators with these access rights in their profile can view/edit these features on Control Hub for their organization under ‘AI Features’.

The following permissions have been introduced for Supervisor profiles:

- Evaluation Forms

- Coaching Insights.

Supervisors with these access rights in their profiles can create evaluation forms and configure coaching KPIs on the supervisor desktop.

Supervisors without these access rights can still view evaluation form responses and view coaching insights. They do not have access to create forms or configure coaching KPIs.

Currently, only voice interactions and the English language are supported in this release.

For more information, see Enable AI features in Control Hub for Webex Contact Center.

• Custom events for autonomous AI agents

Custom events enable autonomous agents to raise events and pass data into the flow environment, allowing developers to dynamically transfer control between the agent and the flow environment for fulfillment—without interrupting the ongoing conversation. With the new “Custom Event” fulfillment option, developers can trigger events with collected slot data, leverage the voice flow builder for fulfillment, and seamlessly resume conversations after external processing, all while preserving session context and history.

This enhancement also extends PCI support to autonomous agents: sensitive data is redacted in transcripts and logs, but remains available for secure fulfillment in voice flows. Additionally, developers gain the flexibility to build fulfillment logic within a single voice flow or to create individual fulfillment flows using Webex Connect. For more information, see Custom events for fulfillment.

• Expanded Language Support in Webex WFO Analytics

Webex WFO Analytics now supports seven additional languages: Turkish, Filipino, Thai, Bahasa, Greek, Hungarian, and Czech. This enhancement extends analytics coverage across both voice and digital channels, enabling broader global adoption. Customers can now leverage key capabilities, including Auto QM, Interaction Summary, Trending Topics, and Advanced Sentiment in these languages, ensuring consistent, AI-driven insights and quality analysis across more regions and customer interactions.

For more information, see Localization and supported languages.

• Routing Strategies in Webex Contact Center Control Hub

Routing strategies feature is now available in Webex Contact Center Control Hub. Existing routing strategies configured in the management portal have be seamlessly migrated to Control Hub. Within Control Hub, routing strategies will only be visible if previously configured in the portal. For more information on how to create a routing strategy, see Set up routing strategies article.

• Recurring Overrides and Holiday Hours for Business Hours

Admins can now set overrides and holiday hours based on specific days of the week or month. Additionally, admins can define time ranges for overrides and holiday hours within a single day, or have these settings recur across multiple days. For example, you can schedule an override for the 3rd Monday of every month between 1:00 PM and 2:00 PM for the next year, or set holiday hours on the 11th day of each month with no end date. For more information, see Set up business hours article.

• Webex WFO: Manage Workflow Control Sets on the Web

Webex WFO now supports Workflow Control Set management directly on the web. This transition from the WFM client to the browser-based interface provides a more streamlined, centralized administration experience, supporting easier access and ongoing platform modernization.

For more information refer to Manage workflow control sets and profiles in the web.

This functionality transitions to the web-based platform through a phased rollout between March 31, 2026, and April 6, 2026. Effective April 6, 2026, all WFM workflow control set operations are exclusively managed via the web portal. To maintain uninterrupted service, ensure that all WFM workflow control sets are fully migrated by this date.

• EPIC Desktop Connector now available in Europe

With growing interest in the EPIC Desktop Connector across Europe, we’re excited to announce that all features are now available in the US, UK (London), and Germany (Amsterdam) regions. With this rollout, customers can:

- Install and use the Desktop CTI Connector within their European EPIC instances

- Perform voice-related tasks using standard and extension dialing options

- Create seamless agent workflows that integrate telephony with EPIC patient records

- Use the Webex Contact Center Desktop Connector with EPIC Hyperspace, EPIC Hyperdrive, and EPIC Transfer Center only.