• Granular access control in Webex Contact Center

Cisco is excited to announce this powerful feature that enables administrators to delegate granular permissions and resource-specific access to admins and supervisors.

Feature highlights:

• Granular permissions: Admins can now grant view, edit, or no access permissions to individual resource types (such as Queues, Business Hours) within User Profiles. This replaces the previous approach of assigning a single permission to a group of resource types.

• Resource collections: Introducing Resource collections, allowing admins to group specific resources (for example, Queue 1, Business Hour 1) and assign these collections to users via User Profiles.

• Targeted access: User profiles define exactly which resources a department admin or supervisor can view or edit, based on the Resource Collections attached to their profile.

• Flexible organisation: Resource collections can be organised by department, line-of-business, customer, or any structure that suits your needs. For example, a Resource Collection with Queues A and B will only allow assigned users to interact with those specific queues.

• Enforced across applications: Analyzer, Flow Designer, and Desktop will now adhere to this enhanced User Profile and Resource Collection framework.

• Call monitoring permissions: To continue using call monitoring, whisper coach, or barge-in features after migration, please ensure your user profile’s permission is set to 'edit' before GA to avoid any service interruptions.

Migration and management:

• Cisco will automatically migrate customers to the new User Profile and Resource Collection experience, preserving existing access levels.

• The legacy User Profile experience in Management Portal will be decommissioned. User Profiles can now only be managed within Control Hub.

AI Agent, Topic Analytics, Digital Channels, and Surveys are not in scope for this release.

For more information, see Manage access in Webex Contact Center. This help article replaces existing Manage user profiles article from the help center.

• Suggested responses for voice interactions

Suggested Responses is a real-time AI Assistant feature designed to support your contact center agents with contextual guidance, enabling them to deliver faster, more consistent, and positive customer experiences.

As an administrator, you will be able to enable and manage the Suggested Responses feature, customising it to meet your Contact Center’s needs for efficient deployment and oversight.

What does this mean for you?

• Centralised control: Enable the feature across the organisation or for specific queues using Control Hub.

• Tailored assistance: Create Assistant skills by defining knowledge and workflows needed to generate suggestions, and manage all of this in AI Studio. Link these skills to queues to tailor assistance for your agents.

• Performance insights: Access detailed reports to evaluate the feature's impact on agent productivity and interaction quality.

These updates are designed to optimise agents performance and enhance the overall customer experience in Webex Contact Center.

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

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

• Native Webex Campaign Management Add-on: APIs for Managing DNC Lists

As you may remember, on July 31st 2025, we introduced a new offering available to order in Americas, Europe and Africa: 'Native Webex Campaign Management Add-on for Webex Contact Center'.

Cisco has now made available three APIs which allow you to automate the management of the 'Do Not Contact Lists' (DNC Lists) within this add-on module.

This set of APIs will allow you to perform the following three operations:

• Add a phone number to a specific DNC list.

• Remove a phone number from a specific DNC list.

• Check whether a phone number already exists within a DNC list.

For more information, please refer to Campaign Management DNC APIs on the Developer Portal.

• Voice preview for scripted AI agents

Webex AI agent supports the in-platform voice preview feature for scripted AI agents. This enables quick testing and iteration of the voice experience without the need for deployment. See the Preview voice conversation section for scripted AI agents in the Webex AI Agent Studio Administration Guide.

• Interaction Metrics Enhancement - Analyzer

Cisco is excited to announce significant enhancements to interaction metrics in Analyzer, including the introduction of 8 new transfer metrics covering conference and consultation scenarios. Additionally, we have modified 13 metrics related to request counts, request duration, transfer count and updated the definitions for answer duration to ensure greater accuracy. All these changes have been implemented in the Agent Summary Report Repository (ASR).

Previously, in some metrics like request count, triggers were based on when the consulted agent answered rather than when the request was initiated. This sometimes created a gap between metric reporting and user expectations, particularly for consult requests, and could result in connected and consulted counts appearing higher than expected. With these enhancements, we have refined and introduced new metrics to better align with user expectations, delivering more precise, actionable, and granular reporting for your contact center operations. A detailed list of the updated metrics and their new definitions is provided below: List of the updated interaction metrics and their new definitions in ASR.

• Simplified sign-in experiences

Cisco is adjusting the launch date for the Simplified sign-in experiences feature. Originally slated for October 15, 2025, this update will now be rolled out on October 29, 2025. This brief postponement allows us to integrate valuable feedback gathered during Early Access, ensuring a more robust and reliable experience for your agents and supervisors. No action is required from administrators or users; this adjustment is made to enhance overall product quality and deliver a superior user experience.

For more information, see https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop and https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop.

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

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

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

• Enhanced CRM CTI Connector Experience with Dialpad, Send DTMF, and more

Webex Contact Center’s New CTI connectors for Salesforce CRM, ServiceNow, and MS Dynamics deliver several enhancements that improve the integrated desktop experience for agents.

Dialpad on Home Screen for Outgoing Calls: Introduces an intuitive onscreen dialpad within CRM integrations, enabling agents to initiate outgoing calls directly from the interface for increased efficiency and streamlined workflows.

Edit call subject field from within the connector: Ability to edit the Call's Subject field when within the Connector's interface, allowing agents to provide more context and accurate information on each call.

Send DTMF Tones via keypad when using WebRTC: While on a WebRTC call, agents can send DTMF tones directly from the interface, supporting interactions with IVRs and automated systems.

Expanded Contact Search beyond 100 contacts: The previous limit of 100 contacts has been lifted, enabling agents to search and access a larger set of contacts within the CRM connector.

• Direct SMS connectivity now available for Webex Contact Center and Webex Connect customers in Australia

Starting November 1st, Webex Contact Center and Webex Connect customers in Australia using SMS as part of their intelligent front door to the contact center strategy will benefit from a new, local SMS connection that delivers SMS traffic directly onto the network in Australia.

Benefits:

Faster SMS Delivery—Outbound SMS messages to Australian devices will now be sent through a local messaging hub based in Sydney, ensuring lower latency, quicker delivery and better security.

Data Sovereignty—Messages will stay within Australia helping to meet important data residency and compliance requirements.

Stronger SMS Channel—Admins and Contact Center decision makers can now provide a more secure SMS experience as part of their intelligent front door solutions.

• Skill Filter in Real-Time Queue Stats

Supervisors can now filter real-time queue stats by skill and proficiency, offering deeper visibility into queue performance and agent availability.

This enhancement makes it easier to identify understaffed or overstaffed skills, ensure the right agents are handling the right contacts, and maintain balanced service levels across queues.

For information, see Supervise and manage Contact Center queues and Supervise your agents and teams articles.

• Complex Calls Now Configurable in Webex WFO

Webex WFO now allows customers to enable Complex Calls directly from the Webex WFO ACD Configuration page. This update removes the need for a Webex WFO support case and gives administrators more control over how multi-leg interactions are captured and viewed.

Before enabling this feature, review the requirements for Webex CC Complex Calls in the Webex WFO and Webex Contact Center Integration Guide for Deployments with New WFM.

• Force sign-out active users feature for Administrators

Force sign-out feature is now available for Webex Contact Center administrators. This feature allows them to forcibly sign out agents who are stuck in a logged-in state or inactive for extended periods, helping to maintain operational efficiency and ensure smooth contact center performance.

For more information, see the Force sign out section of Manage Contact Center Users article.

• Skill Expression - Aggregation of Counts and Durations

Cisco is excited to introduce Skill Expression-based aggregation in Analyzer, delivering skills-driven aggregation for reports. Supervisors and analysts will be able to group the counts and durations fields in reports by user defined skill expressions groupings. Users can define up to 100 Groups in a report and also 1000 skills within a group.

For more information, see Create an Enhanced Field for skill-related fields.

• Enhanced Filter Flexibility for Reporting

Cisco is excited to announce a powerful enhancement to the text-based formula creation experience in Analyzer. Building on our recent launch of text-based formulas, you can now apply filters directly within your formulas, streamlining the creation process. This enhancement enables users to add multiple filters using the AND logical operator for precise, granular data selection -delivering richer reporting in a single step. Inline suggestions and error messages provide real-time guidance, while broad operator support adds even more flexibility. With this update, supervisors and analysts can easily create complex, targeted formulas-empowering faster, deeper insights.

For more information, see Create a Text-based Formula.

• Configure business hours for Livechat widget

This feature enables administrators to set business hours for Livechat widgets directly from the Widget Visibility settings in the Webex Engage admin console. With this enhancement, administrators can control when the Livechat widget is visible to users based on business hours, providing a more accurate and user-friendly experience for end customers.

For more information, see the Configure website settings section of the Configure Livechat widget topic in Webex Engage Administration guide.

• Render Livechat widget based on browser locale

This enhancement allows the Livechat widget to automatically display in the end user's browser language, eliminating the need for administrators to configure a separate widget for each language. With the new "Automatic (Browser-locale based)" option in the Chat Widget Language settings, the widget will match the customer's browser locale, making it easier to support a global audience from a single website. If the required language isn't supported, the widget defaults to English (US). This update also applies to cookie preferences and email transcripts, ensuring a consistent, localised experience for all users. Existing websites retain their current language settings, while new websites default to the automatic browser-based option.

For more information, see the Configure website settings section of the Configure Livechat widget topic in Webex Engage Administration guide.

• Enhanced conversation search with multiple filters

This feature enables administrators to search for conversations using additional filters. Administrators can now filter conversations by agent first name, last name, email ID, and login ID (renamed from Agent ID) directly from the Webex Engage admin console. Searches can be performed using these new filters for up to seven days at a time, following the tenant's data retention policy. This enhancement provides a more flexible and efficient search experience for administrators.

For more information, see the View chat conversation section in Webex Engage Administration guide.

• Enhanced Webex Engage admin console with streamlined access and unified experience

This feature allows administrators to launch the Webex Engage admin console directly from the Control Hub, eliminating the need to first access the Engage standalone admin console. Additionally, features from the existing customer care console are being integrated into the unified admin console, so administrators no longer need to manage configurations across multiple consoles. This streamlines the administrator experience and simplifies configuration management.

For more information, see Webex Engage Administration guide.

• Automated inactivity alerts for digital channels

This feature allows administrators to configure automated alert messages for both customers and agents when either party becomes inactive during an active digital channel interaction. If a customer is unresponsive, administrators can set up to three timed reminders to prompt the customer to reply. If an agent is unresponsive, automated alerts can inform the customer that the agent is busy and will respond soon, with up to three reminders and optional visual warnings for agents about potential SLA breaches. This helps keep both customers and agents informed, reduces idle time, and maintains smooth communication.

For more information, see the Configure auto-response message section in Webex Engage Administration guide.

• Custom data for Autonomous AI Agent-Voice

Custom data feature is now available for autonomous AI agents. This feature enhances the end-user experience and provides you with greater control over voice conversations. With this feature, developers can send a JSON payload from the WXCC flow directly to the autonomous AI agent at the start of each session. You can use this payload to customise agent behavior for each customer or to pass information from the flow that the agent needs.

The custom data sent to the AI Agent can be accessed in the agent's goals, instructions, welcome message, actions, or slots using the syntax {{variable}} in the Webex AI Agent studio application.

For more information, see Configure custom events for AI agents.

• Webex WFO: Tenant-Specific URL

What is Tenant-Specific URL: Tenant-Specific Sign-In URLs are now live in Webex WFO. This new tenant-based sign-in process provides each Webex WFO tenant a dedicated subdomain, offering a more secure and streamlined way to sign in. It also enables access to the new Performance Management module within Webex WFO.

Your existing sign-in method will remain active for the foreseeable future to ensure a smooth transition for your organisation.

For more information, see Tenant Specific URL for Webex WFO Users (Webex Contact Center).

• Webex WFO: Performance Management

Webex WFO has introduced Performance Management, a new solution that unifies coaching, performance metrics, and agent development in one experience. It connects key data from QM and WFM to give supervisors a complete view of performance, helping them track progress, improve coaching effectiveness, and empower agents with timely visibility into their goals.

For additional details, please refer to the article – Webex WFO: Performance Management (Webex Contact Center).

• Extension based entry points

Webex CC offers a new capability that will allow administrators to assign calling extensions to entry points. When assigning numbers to an entry point, the administrator will choose to assign an E.164 number, extension or both. This capability means that an administrator no longer needs to provide an E.164 number to every entry point saving numbers. The feature also makes it possible for internal callers to dial a short extension to access internal help desk services for example.

For more information, see Configuration of Inbound Entry Points to Webex Contact Center.

• Webex WFO: Insights Data Export Service

The Insights Data Export Service for Webex WFO provides direct access to your Insights data. Rather than relying on manual downloads, your data is securely delivered to your Amazon S3 bucket, allowing seamless integration with your existing tools and systems.

This feature will need a minimum of Webex WFO Bundle SKU and Enterprise Analytics 100 Interactions Addon SKU.

For more information, see Set up Insights data export service and Insights data export service data model dictionary.

• Webex WFO: Vacation Planner Pro

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

This feature will need a minimum of Webex WFO Bundle SKU and Enterprise Analytics 100 Interactions Addon SKU.

For more information, see Manage vacation planning.

• Enhanced CRM CTI Connector Experience with Dialpad, Record Sharing, and State

The latest enhancements to Webex Contact Center’s New CTI connectors for Salesforce CRM, ServiceNow, and MS Dynamics deliver several enhancements that improve the integrated desktop experience for agents.

Onscreen Dialpad for Consultation Calls: Provides an easy-to-use dialpad within the CRM for agents to initiate consultation calls, simplifying internal collaboration and enabling faster, more informed customer responses.

Inactivity Timeout Settings from Control Hub: Monitors agent activity and prompts a warning after a configurable period of inactivity; agents are automatically logged out if inactive, enhancing both security and resource management. Takes the setting from Control Hub configuration.

Share Record for Salesforce: Allows agents to seamlessly share the currently open record with colleagues during consultation or conference calls in Salesforce, improving collaboration, reducing handle times, and enhancing the customer experience.

• Additional languages and voices support for Webex AI Agent

Webex AI Agent now offers Beta support for additional languages and voices, enhancing its availability for users across diverse global regions. This Beta release allows users to experience and provide feedback on new language and voice options as they are being refined. These languages will be made generally available once sufficient usage data and feedback are collected.

For the additional list of languages and voices, see Supported languages and voices for AI agents.

• Webex AI Agent Studio user interface enhancements and accessibility updates

Cisco is excited to announce significant enhancements to the Webex AI Agent Studio, featuring a refreshed user interface and improved global navigation. This update brings a modern, user-friendly, and consistent experience that aligns AI Agent Studio with the broader Cisco Webex platform.

With this feature, you'll experience:

Modern, unified design: Experience a sleek, intuitive interface with updated navigation and headers, matching the look and feel of the Webex product family.

Dark/Light mode options: Choose between Dark or Light mode to personalise your workspace and improve visual comfort.

Improved accessibility: Access essential accessibility features, ensuring an inclusive experience for all users.

For more information, see the Get started with Webex AI Agent Studio in the Webex AI Agent Studio Administration Guide.

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

The Customer Journey Widget is now available by default for all Flex 3 customers. This powerful tool revolutionises the way your team engages with customers by providing a comprehensive view of every step each customer has taken with your brand. With this new feature, your agents can deliver not only efficient service but also a more personal and informed experience-fully understanding each customer's history at a glance. Empower your team to excel in every interaction with this game-changing addition.

For more information, see Get started with Agent Desktop and Customer Journey Widget Version 10 for Webex Contact Center.

• Introducing timezone configuration for Autonomous AI Agents

Cisco is excited to introduce an update to the autonomous AI agent profile. You can now configure the timezone for your AI agent directly on the agent's profile configuration page, allowing you to define the preferred timezone as part of the agent's settings.

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

• Webex WFO: WFM with Trending Topics

Webex WFO is introducing Trending Topics in WFM, an AI-powered capability that provides deeper operational insights within Workforce Management. By analysing thousands of customer interactions, Trending Topics identifies emerging themes and topics, helping to explain increases in interaction volume or average handle time.

For more information, see View and analyse topics in WFM.

• Improved turn detection for AI agents

Cisco is thrilled to announce a major breakthrough in our proprietary turn detection model for AI agents, delivering a new level of conversational intelligence and global reach. Our enhanced model doesn’t just detect the logical end of sentences during natural conversations—it now excels at complex slot filling, enabling precise distinction between caller and AI agent turns even when capturing detailed entities like phone numbers, names, and email addresses. This upgrade dramatically improves the fluidity and accuracy of every interaction, minimising errors and empowering AI agents to handle real-world scenarios with exceptional reliability. Even more impressively, our advanced turn detection is now multilingual, supporting 50 languages recently released in beta, so users can experience seamless, natural conversations in any of these supported languages.

• Epic Webex Contact Center Agent Desktop Connector – Consult/Transfer, Conference and Out-dial

Cisco is excited to announce the General Availability (GA) release of several standard agent features in the Epic Webex Contact Center Agent Desktop Connector designed to enhance agent productivity and streamline customer interactions.

For detailed information on how to use these new capabilities, please refer to the Webex Contact Center Agent Desktop documentation and administrator guides.

You can also watch the Vidcast Demo.

• Native Webex Campaign Management: Associate different 'Telephony-outcome settings' with different campaigns

Cisco is introducing the ability to create multiple ‘Telephony outcome sets’, thus unlocking the ability to configure different call retry setting and contact-closure setting values for the same telephony-outcome. Thus, you can now potentially associate a different ‘telephony-outcome set’ with each campaign. This enables you the granular control you need to tailor telephony-outcome settings to the unique requirements of each campaign, leading to more targeted retry strategies.

For example, let's say a bank has two debt collection campaigns—one for mortgages and another for auto-loans. The mortgage department may want to retry after 1 hour if the telephony-outcome is 'Phone is busy', but for the auto-loan department's campaigns, for the telephony-outcome, they may want to retry after 2 hours. With this feature, you can easily configure this requirement.

You can create up to 100 'telephony-outcome sets'.

• Native Webex Campaign Management: Associate different 'Wrap-up code settings' with different campaigns

Cisco is introducing the ability to create multiple ‘Wrap-up code sets’, thus unlocking the ability to configure different call retry setting and contact-closure setting values for the same wrap-up code. Thus, you can now potentially associate a different ‘wrap-up code set’ with each campaign. This enables you the granular control you need to tailor wrap-up code settings to the unique requirements of each campaign, leading to more targeted retry strategies.

For example, let's say a bank has two debt collection campaigns—one for mortgages and another for auto-loans. The mortgage department may want to 'close the contact' if the wrap-up code is 'Customer promised to pay', but for the auto-loan department's campaigns, for the same wrap-up code, they may want to keep the contact open and retry after 1 day. With this feature, you can easily configure this requirement.

You can create up to 100 'wrap-up code sets'.

• Native Webex Campaign Management: Advanced (more granular) campaign scheduling

Previously, the ‘Basic campaign schedule’ had the following limitation: although it allowed you to enable or disable the campaign schedule for a specific day of the week, the campaign’s start-time and end-time needed to be the same for every day for which the campaign schedule is enabled.

Now, we have introduced the ‘Advanced campaign schedule’ which will allow you to configure up to three different campaign time slots for each day of the week. You can now schedule campaigns to reflect your real-world business scenarios. For example, multiple contact center shifts, lunch-breaks, half-days on Saturdays etc.

This feature will be visible in the 'Daily schedule' node on the 'Campaign canvas'.

• Native Webex Campaign Management: APIs for managing contact lists

Cisco is introducing the following 5 APIs which will help you automate the process of creating and managing contact lists associated with your campaigns:

Create contact list

Create contacts within a contact list

Get contact lists within a campaign

Update a contact's status within a contact list

Update contact list status

The documentation for these APIs is available on Webex for Developers API Reference portal.

With these APIs, you can automate the creation and management of your campaign contact lists without the need for a human user to manually upload the contact lists. You can also support use cases such as the following scenario: let’s say a bank’s core debt accounting system every morning generates a file of customers whose debt payment is overdue, and this file is then used to automatically create a contact list for a ‘debt-collection campaign’ using the SFTP upload method. During the day, one of these customers may make the debt instalment payment online or in a bank branch office. In this case, you can write an application to invoke the 4th API in the above list to ‘close the contact record’ for this customer who no longer needs to be called as their debt payment is no longer overdue.