• Migrate Unified Contact Center Express (CCX) configuration to Webex Contact Center

This feature enables Unified Contact Center Express (CCX) customers to move CCX configurations to their Webex Contact Center tenant on Control Hub. To manually do it, you will need to download a configuration extraction tool, execute it on the CCX deployment, and then import the extracted data to Webex Contact Center using bulk operations.

For more information, see Migrate Cisco Unified Contact Center Express to Webex Contact Center article.

• Agent based queues

Webex contact center introduces Agent based queues where agents can be directly assigned to queues regardless of their skills or team. In this type of queue—Skills or Team of agents is not considered while offering a contact to an agent.

Agent based queues support the following routing algorithms:

• Circular

• Top-down

• Longest available.

For more information, see Understand Routing and Queueing in Webex Contact Center.

• Improved documentation for WXCC Routing and Queueing

The updated Webex Contact Center Routing and Queueing documentation provides clear explanations of routing concepts and detailed guidance for configuring various routing features. It covers all routing constructs and supported algorithms.

Each section is organised to help customers, partners, flow developers and administrators quickly find and have a complete understanding of queuing and routing in WxCC so that queues and routing can be designed in the most appropriate way to efficiently setup the contact center by leveraging the right capabilities.

Explore the enhanced WxCC Queueing and Routing documentation here: Understand Routing and Queueing in Webex Contact Center.

• Webex WFO: Advanced Sentiment

Webex WFO has rolled out Advanced Sentiment, offering deeper and more focused insights into customer interactions. Powered by Generative AI, this feature improves understanding of the full context of the entire conversation, bringing greater clarity, stronger coaching potential, and more effective quality monitoring. It helps contact center teams make faster and smarter decisions.

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

• Enhanced Consult Experience for Seamless Collaboration

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.

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

• Webex WFO: Plans

Plans is now available in Webex WFO. This intelligent, web-based scheduling tool is designed to streamline future workforce planning. It introduces dynamic planning groups, configurable periods, and built-in validation checks, all aimed at minimising errors and reducing manual effort. With one-step scheduling and day-off optimisation, planners benefit from faster and more consistent results. Planners stay in control using publishing tools, change tracking, and seamless interoperability with the WFM Client, enabling smarter, scalable, and future ready schedule creation.

For more information, see https://www.wfohelp.com/doc/Content/user-guides/plans/plans.htm.

• User-Defined Start Day of Week for Enhanced Reporting in Analyzer

Cisco has introduced a new capability that allows users to define the start day of the week for a custom report in Analyzer. This feature will benefit users in certain geographies, such as Israel, who do not follow standard work schedules. It is specifically designed for supervisors who create or edit custom reports as part of their user journey. Users can now select any of the seven days of the week as the start day for a particular report, and this selection will reflect across all report viewers. Since this capability applies to weekly intervals, it will work effectively only for durations involving weekly intervals.

For more information, see Webex Contact Center Analyzer.

• Ability to outpulse DTMF digits from Bridged Transfer activity in Flow Designer

Webex Contact Center is excited to announce an enhancement to our Bridged Transfer Activity in Flow Designer! We are introducing the capability to outpulse DTMF digits when performing bridge transfers. This feature is perfect for sending calls to an external IVR, allowing you to send DTMF tones to navigate through IVR menu options or even exchange data like a customer number once the bridge transfer is connected. Flow Designer can send DTMF tones based on either a static string or a variable.

For more information, see the Bridged Transfer activity in the Flow Designer Guide.

• Ability to send DTMF digits from Flow Designer in IVR

Webex Contact Center introduces a new activity in the Flow Designer called the Send Digits activity. This activity is specifically designed for situations when Webex Contact Center receives a call from an external IVR/Service. The Send Digits activity allows for the exchange of DTMF tones with the call source, enabling functions like authentication. This new activity complements the DTMF enhancements being introduced for the Bridged Transfer activity enabling DTMF communication in calls and transfers.

For more information, see Send Digits activity in the Flow Designer Guide.

• RONA enhancements with WxC integration

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.

• Voice Experience Improvements for Webex AI Agents

In continuation to our commitment to deliver industry-leading, human-like conversational AI experiences. We have introduced the following enhancements to voice experience using AI Agents:

• Reduced Latency

• Intelligent Turn Prediction

• Improved Barge-In

• In-platform Voice Preview.

For more details please refer to Components of AI engine section in the Understand AI engines for AI agents article.

• Native Webex Campaign Management Add-On for Webex Contact Center

Cisco is announcing the upcoming launch of the Native Webex Campaign Management Add-On for Webex Contact Center. This powerful new module will enable administrators and supervisors to easily configure, manage, and optimise outbound campaigns-all within a single platform.

• Analyzer Folder Permissions Management now available in Control Hub

Analyzer folder permissions management is now available and centralised in Control Hub! Permissions previously managed in the Tenant Management Portal (under Report and Dashboard Permissions in Access Rights of User Profile) are now integrated into the User Profile experience of Control Hub. This update allows you to manage all user profile settings including Analyzer and folder permissions in one place, streamlining access management, improving security and administrative efficiency, and eliminating the need to switch between platforms.

For more information, see Analytics section of Manage user profiles article and Access control section of Analyzer User Guide.

• Color Coded Thresholds—Highlight What Matters

Cisco has announced the feature—Color-Coded Thresholds that brings powerful visual clarity to the custom reports. This new capability allows users to highlight specific values in a report based on user-defined threshold conditions, making it easier to quickly identify positive or negative outcomes for key metrics. Users can define up to 10 threshold conditions per report using a range of comparison operators such as Greater Than, Less Than, Equal To, Between, and more. These conditions drive dynamic color formatting, applied in a top-down sequence based on the logic you set. Best of all, thresholds can be created, edited, or removed at any time-without ever altering the underlying data. It's a simple yet powerful way to enhance visibility, spot trends faster, and make decisions with greater confidence.

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

• Create Powerful Formulas with the Simplified Formula Builder

In an effort to increase the usability of the Analyzer tool, we are excited to introduce a major enhancement to the Analyzer tool that makes building custom formulas easier, faster, and more powerful. With the new text-based formula editor, users can create complex formulas using any number of fields from their reports, combined with arithmetic operators and aggregate functions.

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

• Introducing support for Business Hours constructs in Digital Flows

Webex Contact Center flow developers now have the capability to validate working hours, holidays, and overrides in accordance with the Business Hours framework while designing customer journeys in the Webex Connect Flow builder for digital channels. They can reference administrative constructs, including static and dynamic Business Hours settings defined within the Control Hub.

For more information, see Business Hours section in the Webex Connect Documentation portal.

• Customer Self-Service Callback Scheduling via DTMF

Cisco has introduced a feature that empowers customers to schedule callbacks themselves (no agent interaction required) through DTMF. This new capability will allow both new and existing customers to request a callback by entering details such as their name, phone number and preferred time, ensuring a personalised and convenient experience. Customers can also review, update, or cancel their scheduled callbacks, with the system intelligently managing one active callback per queue and providing seamless options to modify as needed.

For more information, see Schedule IVR Callbacks, Set up a callback entry point, and Callback Reports in Webex Contact Center Analyzer User Guide.

• Scheduled Callback for Inbound and Outdial Calls

We're excited to introduce a powerful callback scheduling feature to transform both customer and agent experiences. Agents who are actively on a call with the customer (both inbound & outdial), will be able to easily schedule, manage, and assign callbacks directly from their desktop providing end customers the flexibility to be reached back at a time that's most convenient for them.

Administrators will have precise control over callback and user access, while supervisors will benefit from comprehensive historical reporting.

For more information, see Schedule Callback in Routing and Queueing, Schedule Callback in Agent Desktop, Set up a callback entry point, and Callback Reports in Webex Contact Center Analyzer User Guide.

• Preview audio prompts and Text-To-Speech (TTS) messages in Flow Designer

Webex Contact Center Flow Designer introduces the ability to play back audio files and text-to-speech messages directly within the design interface, streamlining the workflow for developers and administrators by eliminating the need to publish flows or make PSTN calls to validate audio prompts. This enhancement enables quick verification of audio prompts, particularly for language and voice selections in TTS, along with testing SSML markup for prompt personalisation. It improves efficiency when creating flows, offering a seamless audio preview experience during the buildout.

For more information, see Preview audio prompt within the flow section in the Flow Designer Guide.

• Enhanced Supervisory features in Desktop Experience (Control Hub)

Cisco has enhanced the capabilities available to admins and supervisors in the Desktop Experience module within Control Hub. In addition to existing management options, you can now:

• Manage Agent Queue Assignments

• Manage Skill Profile Assignments

• Real-time queue statistics in Supervisor Desktop

• New Interactions Tab in Supervisor Desktop

• Comprehensive Interactions Details View with Transcripts.

These new features provide greater flexibility and control, making it easier for supervisors and admins to manage agent assignments and skill sets from a single, centralized interface.

For more information, see the following articles:

• Manage user profiles in Webex Contact Center

• Supervise and manage Contact Center queues

• Supervise your agents and teams

• Interactions details view in Supervisor Desktop.

• Update Agent Skill Profiles from Supervisor Desktop

Cisco has introduced a new feature that allows supervisors to update an agent’s Skill Profile directly from the Supervisor Desktop within the Team Performance Details view.

This feature is role-based and requires admin-granted access, ensuring secure and controlled usage.

For more information, see Supervise your agents and teams and Manage user profiles in Webex Contact Center.

• New Interactions tab in Supervisor Desktop 

Cisco is replacing the Recording Management area with the all-new Interactions tab, providing supervisors a clear, real-time view of customer interactions at every stage.

This enhanced feature includes three tabs:

• Active Interactions: Monitor live conversations in real time.

• In-Queue Interactions: See interactions waiting in queues.

• Completed Interactions: Access past interactions and recordings with ease.

The customisable table allows supervisors to filter and organize data, making it simple to track ongoing cases and review completed interactions all designed to boost efficiency and responsiveness.

For more information, see Supervise your agents and teams.

• Comprehensive Interactions Details View with transcripts

Cisco is introducing an enhanced, full-page Interaction Details View in the Supervisor Desktop, providing supervisors with a comprehensive overview of customer interactions. This new view enables access to both live and completed transcripts for voice and digital (chat) interactions.

Voice transcripts are available for customers with topic analytics enabled and for calls with available transcripts.

For more information, see Interactions details view in Supervisor Desktop.

• Manage direct agent assignment to queues from Supervisor Desktop

Supervisors can directly assign or remove agents from queues within the Supervisor Desktop, specifically through the new Queue Statistics page eliminating the need to switch to Control Hub. This functionality will be available only for Agent-Based Queues. It streamlines queue management, enables quicker adjustments based on real-time conditions, and gives supervisors greater operational flexibility to manage workforce distribution efficiently.

For more information, see Supervise and manage Contact Center queues.

• Real-time queue statistics in Supervisor Desktop

Cisco has introduced real-Time queue statistics feature in the Supervisor Desktop app that provides supervisors with a centralized and actionable view of queue performance through a dedicated Queues tab. This tab offers a single point of access for all queue-related information and allows supervisors to personalise their queue list by selecting, arranging, and filtering columns to display the most relevant metrics.

For more information, see Supervise and manage Contact Center queues.

• Enhanced user interface for Supervisor Desktop

Experience a modern, intuitive desktop interface with updated fonts, colors, UI elements, color palettes for greater clarity and visual appeal. The reorganised 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 organisation 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.

Please note that reverting to the old UI is not possible once the new UI is available.

For more information, see Understand Supervisor Desktop user interface.

• Enhanced user interface for Agent Desktop

Experience a modern, intuitive desktop interface with updated fonts, colors, UI elements, and color palettes for greater clarity and visual appeal. The reorganised 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 organisation 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.

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

• Proactive Chat – Reach customers at the right time, with the right message

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, administrators can proactively invite visitors on the business’s website to chat — based on their behavior and other contextual data available on the website. This helps drive engagement and improve customer experience by reaching out before customers initiate contact.

For more information, see the Proactive chat section in Webex Engage Admin and Setup Guide.

• Proactive Chat – Engaging customers before they reach out

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.

For more information, see Manage Livechat conversations.

• Topic Analytics Reporting in Analyzer

Cisco has introduced enhanced topic-level insights directly within the AI Assistant dashboard through new reporting capabilities in Analyzer. This feature is designed specifically for Business Analysts and Supervisors, enabling them to gain deeper visibility into customer interactions by integrating topic insights alongside interaction data and key performance indicators (KPIs) within Analyzer, providing a unified view of customer conversations. 

For more information, see Get Started with Topic Analytics and Topic Analytics Reports.

• Flow Debugging Enhancements

Webex Contact Center Flow Designer now offers an enhanced Flow Debugging capability that can selectively decrypt logs based on administrator privileges and includes additional filters for advanced search. This feature is available to administrators via user profiles and enables efficient log search and filtering to streamline the debugging process - significantly reducing the time needed to resolve issues within flows. Administrators can control privileges by using flow-level and activity-level decryption settings, while developers benefit from the increase in troubleshooting efficiency with the additional search filters.

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

• Comprehensive user interface enhancements for Webex Contact Center Agent and Supervisor Desktops

The following features are now available to the existing tenants:

• Enhanced User Interface for Agent and Supervisor Desktops

• Enhanced Supervisory features in Desktop Experience (Control Hub)

• Enhanced Agent Task List user interface updates.

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

Cisco has announced that agents now have ability to search, preview (read-only), and manually assign digital interactions waiting in queue.

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

• Enhanced Supervisor Desktop: Streamlined UI, Comprehensive Queue Management, and Interaction Analytics

The following features are now available to the existing tenants:

• Enhanced user interface for Supervisor Desktop

• Enhanced Agent Desktop Task List for Supervisors

• Real-time queue statistics in Supervisor Desktop

• Manage direct agent assignment to queues from Supervisor Desktop

• Comprehensive Interactions Details View with transcripts

• New Interactions tab in Supervisor Desktop

• Update Agent Skill Profiles from Supervisor Desktop.

• Agent Desktop with enhanced Task List and User Interface

The following features are now available to the existing tenants:

• Enhanced Task List in Agent Desktop

• Enhanced user interface for Agent Desktop.

• Ability to transfer agent initiated outbound interactions from Agent Desktop

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.

• Enhanced Preview Dialer Experience

Cisco has enhanced the Preview Dialer to streamline agent workflows and to boost efficiency by optimising 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.

• CLI Update support for Inbound calls

Webex CC has introduced enhanced behavior to handle Calling Line Identification (CLI) updates during an active call. A CLI update would normally happen when a call is routed to an entry point via a call transfer. Previously, Webex CC would always use the first CLI presented to represent a call, after the introduction of this enhancement the final CLI will always be presented. When a CLI update occurs, agent desktop, reporting data, call history and APIs will all reflect the final CLI rather than initially presented CLI.

Only call transfers initiated from desk phones or Jabber clients on-premises reflect the final CLI. Transfers performed via the Webex App on Webex Calling do not update to show the final CLI.

• Introducing EPIC Desktop Connector for Webex Contact Center

Webex Contact Center’s integration with Epic Hyperdrive enables healthcare teams to manage patient communications directly within Epic, giving agents immediate access to patient records, previous interactions, and clinical details as soon as a call connects. This streamlined approach eliminates the need to toggle between systems and ensures every interaction is fast, personalised, and efficient.

The integration also supports seamless collaboration with clinicians and administrators from within the Epic workspace, allowing agents to escalate cases and coordinate care in real time. By reducing manual steps and simplifying workflows, staff can focus on delivering high-quality patient experiences while boosting productivity across the care team.

With built-in enterprise-grade security and full HIPAA compliance, Webex Contact Center for Epic Hyperdrive safeguards sensitive patient information at every touchpoint. Healthcare organisations can confidently improve communication, engagement, and care outcomes knowing that regulatory requirements and patient privacy are fully maintained.

• Mute agent during agent greeting playback

Agent greeting provides the ability for a pre-recorded agent greeting to be played at the start of a customer interaction. Webex CC will be introducing enhanced behavior to agent personal greeting playback. With this enhancement the agent will now be muted during playback of a greeting. This prevents the agent talking over the top of their greeting.

For more information, see Set Announcement section in Build and manage flows with Flow Designer article.

• Webex WFO embedded in Webex Contact Center Agent and Supervisor Desktops

Webex WFO is placing greater emphasis on improving the experiences of agents and supervisors. This enhancement provides Contact Center administrators with an SSO-based solution that embeds Webex WFO directly within the Webex Contact Center Agent and Supervisor desktops. Agents and supervisors can now complete all Webex WFO tasks without leaving their desktop, delivering a more seamless, efficient, and enhanced user experience.

Administrators need to configure this functionality. Complete details are available here: Embed Webex WFO in Webex Contact Center Desktop.

Once set up, agents and supervisors can immediately benefit from the embedded experience, completing all Webex WFO tasks more efficiently within their existing desktop environment.

• The embedded Webex WFO solution is only available for Okta and OneLogin SAML Providers.

• The embedded Webex WFO solution is not currently supported for the standalone Basic QM offering. This solution is supported for all other offerings of Webex WFO.

• Personal callback scheduling for improved continuity and satisfaction

Cisco has introduced the personal callback scheduling feature to transform both customer and agent experiences. Now customers can request a return call from the same agent who handled their previous interaction. This improves continuity, reduces repeat explanations, and boosts customer satisfaction. If the original agent isn’t available, the system automatically routes to the next best-skilled agent all built on the existing schedule callback framework with full reporting visibility.

For more information, see the Events section in the Flow Designer Guide; Call Progress Analysis section in the Understand Routing and Queueing in Webex Contact Center.