• Enable default layout resolution in Control Hub

Administrators can now define the default layout resolution for Webex meetings in Control Hub. This feature allows admins to set the maximum resolution that Webex App displays during internal meetings. Admins can customise the video experience at the organisation, group, and user levels.

• Support for timezone selection in Control Hub Devices analytics

Admins can now set their own timezone preferences when viewing analytics for their devices in Control Hub.

• 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 and 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.

• Obsolete tag for reports in Control Hub

Reports scheduled for removal from Control Hub will now be labeled with an Obsolete tag. This tag helps you stay informed and prepare for upcoming changes.

• Delete Directory Connector and Entra ID groups from Control Hub

You can now modify or remove groups that have been synchronised from Active Directory or Entra ID. When you disable synchronisation through Directory Connector or Microsoft Entra ID, synchronised groups automatically move to the Webex groups tab in Control Hub where they can be deleted.

• Hunt Group reports in Control Hub 

The Hunt Group Stats and and Hunt Group Agent Stats reports are now available in Control Hub. You can use these reports to analyse the performance and usage of hunt groups within organisations utilising Webex Calling.

For more information, see Report for your Cloud Collaboration Portfolio.

• Support for group ID in organization contacts CSV file

Cisco is allowing admins to add the group ID to the organisation contact CSV file.

For more information, see Manage organisation contacts in Control Hub.

• Enhance the Flex license check for defining a Wholesale organisation 

This feature enhancement aims to support a hybrid model for Wholesale customers in the SMB market who require Flex license add-ons for additional services like Contact Center, RTT, and Webinar. Currently, when customers transition from a purely Wholesale model to a hybrid model, it impacts billing, provisioning, and regulatory processes unfavourably for Partners due to the existing system checks. The enhancement will modify these checks to accurately identify and support hybrid models, ensuring appropriate restrictions are maintained and preventing any negative effects on Partner's billing and regulatory compliance. This can be achieved by setting the value of the setting key wholesale-apply-base-restrictions to true for the organisation that have both the Wholesale and an enterprise subscription.

• User Hub Calling feature enhancements

Multiple enhancements in the User Hub to Calling features will now include the ability to configure Call Park, Call Pickup, and Voicemail Group settings directly within the User Hub admin interface. These features will be comparable to the user experience in Control Hub, ensuring a seamless transition no matter where users choose to manage their calling functionalities.

• Role-based access control support for analytics dashboards in Control Hub 

Custom analytics dashboards in Control Hub were previously only viewable by the admin that created them. Now, a copy of a dashboard can be shared with other admins so they don't have to create their own. Changes to the dashboard aren't reflected on the shared versions.

• Request attendee email address now off by default

Cisco is changing the default setting for Request attendee email address in Control Hub from On to Off. This makes it easier for guests to join meetings. However, when this setting is Off and when the following features are enabled, guests are still asked for their email address:

• Breakout pre-assignment at scheduling.

• Pre-assignment for Simultaneous Interpreter or Sign-language interpretation.

• Blocking external email domains in Control Hub settings.

• Authenticated sign-in enabled in Control Hub settings.

This feature is not applicable for webinars.

For enterprise sites, we're rolling out this feature starting on April 21 and all sites will be enabled by the end of April. This setting is already off by default for all Online sites.

• Devices report and Telephone Numbers report in Partner Hub

Cisco is adding the Devices report and Telephone Numbers report to Partner Hub. These reports allow admins to download a consolidated view of the entire current inventory of devices and the entire current inventory of Webex Calling telephone numbers and extensions for all customers they manage.

• Directory Connector notifications can now appear in Control Hub 

You can now leverage Alert Center in Control hub to deliver reports and notifications in Directory Connector. Notifications in Control Hub map to existing Directory Connector notifications including information alerts, warnings, and errors.

• Meraki integration in Troubleshooting now supports Webex Calling 

You can now view detailed metrics of Webex Calling calls over the Meraki network.

• Bulk manage features in User Hub 

This update will enhance bulk "add" and "edit" functionalities in the User Hub, allowing admins to perform actions in bulk to easily manage growing teams. These enhancements include adding functionalities for moving user locations, deleting call locations, managing auto attendants, hunt groups, call queues, and contact management, as well as bulk device addition.

• Enhanced user export experience 

Cisco is improving the user export functionality. This update allows for background processing of user exports, making it beneficial for larger organisations. Use the Task Manager to track job status, errors, and completion percentage. This update ensures a more reliable export process and easier access to CSV files, enhancing your user management experience. 

• Enable multi-factor authentication for multiple IdPs in Control Hub 

Administrators can now configure MFA for organisations using multiple IdPs within Control Hub. This feature allows administrators to manage MFA settings, ensuring secure user authentication through either the Webex MFA or the IdP's MFA, depending on the configuration. Administrators can also set routing rules based on user groups or domains to direct authentication requests to the appropriate IdP, preventing duplicate MFA processes and streamlining user authentication across different IdPs.

• Multiple IdP configuration alerts in Control Hub 

Administrators managing multiple IdPs can now receive alerts for configuration changes in Control Hub. This feature notifies admins when the routing rule order for multiple IdPs is updated. By ensuring timely awareness of these changes, admins can prevent malicious attempts to redirect Webex user accounts to unauthorised external sources. Admins can also view audit logs for detailed activity insights and maintain control over authentication configurations.

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

The Webex Contact Center Flow Designer now includes a new "Code" activity, which brings the ability to add inline custom code using JavaScript directly within the Flow Designer. This powerful addition enables flow developers and administrators to leverage a popular programming language for data parsing, executing custom scripts, and making HTTP requests within their workflows. This feature greatly extends the use cases for JSON manipulation and data management, 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.

• HotDesking - Sign in using Voice Portal Login 

Allows an administrator a way from Control Hub to enable the ability for Users to use their Voicemail credentials to initiate a Hot Desk login on Cisco 9800 and 8800 Series phones.

• Allow a user to move from one location to another and retain their phone number

This feature allows an administrator to move a user from one location to another and retain their phone number.

• Download Wrap Up reason reports for supervisors in Webex App

Supervisors that use the Customer Experience solution can now download the Wrap Up Reason report directly from Webex App. This report contains all agents that performed wrap up activities, which wrap up reasons were used, and how long they've taken to complete the activity.

• Webex Customer Experience Essentials is now Webex Calling Customer Assist

An improved experience of Webex Customer Experience Essentials is now called Webex Calling Customer Assist. All the existing Customer Experience Essentials licenses, agents, supervisors, and queues are automatically moved to Customer Assist at no additional cost.

This improved experience brings the following changes:

• Renaming across platforms - Partner Hub, Control Hub, User Hub, and Webex App refer to Customer Experience as Customer Assist. The name change appears in Control Hub across features such as Queue management under Services, Analytics, Reports, and License.

• CSV import/export template - The Customer Experience Essentials column name updates to Customer Assist. We recommend using the latest template when preparing the CSV import file. Uploading a CSV file with the old Customer Experience Essentials header might results in an error.

• Microsoft Teams integration - In Cisco Call integration with Microsoft Teams, the Customer Experience cross-launch option changes to Customer Assist.

See Webex Calling Customer Assist.

• Attach Webex for Wholesale to an existing customer organisation

Currently partners use public APIs to attach wholesale to existing customer organisations. This feature allows partners to attach wholesale to a Webex customer using partner hub. This helps partners migrate existing customers to Webex wholesale

• Manage cookies in Control Hub

Administrators can now manage cookies and storage preferences within Control Hub to ensure compliance with data privacy regulations. This feature provides a cookie management interface, allowing you to make informed choices about performance and functional cookies. Additionally, all non-essential cookies, session storage, and local storage are automatically cleared upon login unless you choose to allow all cookies.

For more information, see Manage cookies in Control Hub.

• Improvements to Webex Site Management option

The Webex site rename option was not easily discoverable. In order to improve this experience and align with the interaction pattern in other Control Hub pages, we have moved Edit Site, Delete Site and Email Hosts options under a single Action button.

For more information, see Change your Webex site URL, Rename your Webex site in Webex Control Hub, Add and manage a Webex site in Control Hub, and Email all hosts.

• Admin ability to remove user profile photo

Allows an administrator to remove any profile photo out of compliance with a company's policy which is not being synced via the Cisco Directory Connector.

For more information, see Reset a user's profile picture to the default image.

• Updated subscription page interface

Cisco has updated the subscription page layout to align with the rest of the Control Hub UI.

For more information, see Subscriptions in Control Hub.

• Bring Your Own Virtual Agent

The Bring Your Own Virtual Agent 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 are 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 Authorise service apps for Bring Your Own Virtual Agent (BYOVA).

• Manage end user feature access for individual users

Allow administrator to enable or disable access to additional calling features for end user access.

For more information, see Show or hide Webex Calling features for users.

• Manage user SIP address in the CSV file

You can now manage a user's SIP address through the user CSV file in Control Hub.

• Remote log collections for DECT devices

DECT base stations support generating and collecting Problem Remote (PRT) logs,which can be requested and displayed in Control Hub.

For more information, see Demand PRT (problem report tool) collection in Control Hub.

• Stranded Calls policy with device registration support

With this enhancement, the stranded calls policy of Customer Experience Basic and Essentials will have the option to consider device registration status along with the agent availability.

For more information, see Webex Calling Customer Assist and Configure Call Queue.

• Update Control Hub online status for MPP and RoomOS devices

With the enablement of MPP devices to connect to the Webex Cloud and RoomOS devices to natively register to Webex Calling, this feature updates the Control Hub Online status indicator to accurately reflect the devices connection to the Webex and Webex Calling platforms.

For more information, see Webex features available on Cisco MPP devices and Device alerts in Control Hub.

• Webex Calling Troubleshooting section in Control Hub to show failed calls and reasons for effective troubleshooting

This feature helps to find calls for a user that failed, and identify where the failures happened and the reasons for the failure.

For more information, see Troubleshoot Webex Calling calls in Control Hub.

• VIMT set default layout per tenant

You can now set the default layout for single and dual screen devices when joining a Teams meeting with the VIMT service.

For more information, see Webex Video Integration for Microsoft Teams.

• Externally manage and update flow settings on Control Hub

Webex Contact Center now enables administrators and supervisors to manage and update flow settings externally using 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, directly through Control Hub. This empowers administrators to adapt flow behaviours 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.

• Administrators get more granular join rules controls for external users

Exciting news for our security-conscious customers! You now have even more control over how and when different categories of users can be auto-admitted into meetings versus being sent to the lobby. With newly added Join Rules settings in Control Hub, you can easily have invitees who are external to your organisation wait in the lobby.

For more information, see Restrict collaboration features in Webex Meetings.