• Troubleshooting data for users and devices joining external meetings

You can now view media quality metrics for users and devices when they join meetings outside of your organisation.

For more information, see Advanced diagnostics and troubleshooting in Control Hub.

• Calling Usage Details report in Partner Hub

The Calling Usage Details report has been introduced for partners to help you monitor customer organisations' usage of Webex Calling while using Webex App. This report includes detailed metrics such as the number of call legs using audio and video, the number of poor quality call legs, the number of timed-out calls, and more.

For more information, see Get started with Partner Hub.

• Access DECT base station admin password

A Support card is added to the DECT Network page which gives a link to a new page where a serviceability password can be generated, disabled and enabled.

• Enable a cost-free hotdesk only license

Webex Calling provides a new licensing and onboarding model for devices that enables workspace devices with hotdesking.

For more information, see What's new in Webex Calling.

• Allow multiple shared user's line appearances on the same device 

This feature allows assigning multiple appearances of a User Shared Line or Virtual Line on the same device.

• Control Hub management of 9800 series deep sleep 

9800 Series phone Deep Sleep introduces the ability for phones to power down completely when they are not needed – i.e. out of office hours. This significantly reduces their power consumption and thus their carbon footprint.

• Control the Webex App update schedule for groups of users

Admins can now control the Webex App update schedule for groups of users, rather than just at the organisation or individual user level. For example, if an admin wanted their IT team to have a few weeks to test a release before most of the organisation updated, the admin could configure an IT group that is in Latest Channel with no deferral, while the org could be on Latest Channel with a 4-week deferral.

• Reset multi-factor authentication for a user 

You can reset multi-factor authentication (MFA) for a user when they have lost their token or when they want to set up a new multi-factor authenticator.

• Support single logout configuration for OIDC SSO in Control Hub

Administrators can now configure single logout (SLO) for OpenID Connect (OIDC) Single Sign-On (SSO). This update enables logout requests to be sent to the customer's IdP when users log out of Webex. This ensures a seamless logout experience for both organisational and social logins. Administrators can now configure the logout URL for OIDC providers that support it.

For more information, see SSO with multiple IdPs in Webex.

• Manage and verify a Parter UPN domain using the Webex API 

You can add a verified domain as a Partner UPN domain through the Webex Identity API.

• Manage alternate emails in the user CSV file

The ability to manage user's alternative email addresses through the user CSV file has been introduced.

For more information, see Control Hub user management CSV file reference.

• Delayed domain claim end of life

Starting on February 25th, delayed claim users can't transfer old Webex conversations to their new accounts from their free trials. The Delayed claim option was initially created to help businesses manage pre-existing Webex users within their organisation. It allowed users to either keep using their personal account and data or transfer their data to a new organisation. However, this option cannot be supported when data is moving between clusters. To minimise confusion and errors, the delay claim feature will be removed from Webex. If they haven't already, we suggest alerting all claimed users to migrate their Webex conversations.

• Improvements to subscription analytics in Partner Hub 

Customer data is now maintained in their organisation's region. Partners must now select a specific region to view customer data within those regions.

• CART manual closed captioning via typing directly in Webex client 

Admin level control for our users to enable and disable Manual CART Captions, in addition to the Automatic Closed Captions today.

For more information, see Configure automatic and manual closed captions in Control Hub.

• Virtual backgrounds for setting templates 

Administrators can enable virtual backgrounds for setting templates in Control Hub.

• AI-powered Agent Wellbeing 

AI-powered Agent Wellbeing features have been introduced, designed to elevate agent performance, productivity, and customer satisfaction. Using advanced analytics, the Webex Contact Center platform harnesses end-to-end data insights to monitor and detect agents' stress levels in real-time. Using the real-time insights, the system provides automated wellbeing breaks when needed, helping agents manage stress effectively, sustain high performance, and deliver exceptional customer experiences. 

• Desk phones detail report 

The Desk phones detail report has been added, which you can use to help monitor and optimise the usage and adoption rates of Cisco IP Phones in your organisation. This report provides detailed metrics on phone usage patterns, including how often desk phones are used for meetings and calls, the frequency of hotdesking, and more.

For more information, see Reports for Your Cloud Collaboration Portfolio.

• AI-powered smart search in Control Hub 

AI-powered smart search makes it easier to search for Control Hub settings. All Control Hub settings, including Meeting Site settings, are searchable, with deep links to the actual setting. You must enter at least three letters to search upon. Search results, an AI-generated overview of the feature if applicable, and Recommended Questions are shown so you can learn more.

For more information, see Find Control Hub settings with AI-powered smart search.

• Cisco AI Assistant in Control Hub

Conversation threads and history Admins can now create conversation threads on specific topics and ask follow-up questions – the AI Assistant will respond with answers within the context of the previous interaction. Admins can also view their previous conversations, replay these conversations, and carry on the conversation with full context of the thread maintained.

For more information, see Ask the Cisco AI Assistant questions in Control Hub.

• Multiple lines on Webex App on mobile 

Multiple lines on Webex App on mobile enables you to effortlessly handle multiple lines from a single, convenient interface by switching between multiples lines using a single tap, ensuring you never miss an important call. Stay productive on the go with the convenience of managing multiple calls from your mobile device.

• Admin can disable clipboard access in whiteboards

For compliance reasons, some customers may not want to allow their users to access clipboards in whiteboards.

This feature adds a setting in Control Hub, Allow clipboard access in whiteboards. When it is unchecked, users won't be able to copy text from the whiteboard to the clipboard, or paste text from the clipboard to the whiteboard. 

For more information, see Manage whiteboards in Control Hub.

• Administrators can limit whiteboard access within meetings

For compliance reasons, some customers may want to limit users' access to whiteboards to be only within meetings.

This feature allows admins to:

• Turn off Show existing whiteboards from Control Hub, so that users will only be able to start a new whiteboard and share during the meeting. They won't be able to see existing whiteboards or show them in meetings.
• Turn off Allow exporting a whiteboard as PDF file, so that the users won't be able to export whiteboards to PDF files to access offline, or share them through messaging or email.
• Turn off Show "Whiteboards" in Webex App sidebar, so that after a meeting ends, whiteboards created in meetings are not available.

For more information, see Manage whiteboards in Control Hub.

• Re-assign recordings and recording API enhancements

When using Webex native call recorder, Control Hub is now enhanced to allow admins to "Re-assign" recordings from one user to another. This feature helps admins to re-assign the ownership of the recording in cases where the user moves to a different team or leaves the organization. The Webex for Developer API has also been enhanced to allow admin and end user scope execution (in addition to the Compliance Officer scope).

• Hunt group assignment as emergency callback number

This feature will extend the support of Emergency Callback Numbers to include selecting a Hunt Group as a configured value.

• 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.  

For more information, see Group management.

• Partner Hub reports API

Partner Hub reports APIs are now available at developer.webex.com.

• Enable AI-generated Vidcast in Control Hub

Administrators now have the option to enable AI-generated Vidcast capabilities within their organisation. This feature allows users to upload PowerPoint or PDF files, which are then analysed to automatically generate videos based on the presentation, with a script and voiceover.

For more information, see Manage Vidcast in Control Hub.

This feature is available only for organisations with the enterprise feature enabled.

• Support 250 locations assignable to a location admin

The maximum number of locations which are assignable to a single Location Administrator has been increased from 50 up to 250.

For more information, see Delegate location administration.

• Add suspended license to user bulk management CSV

Administrators can now see suspended licenses in the user bulk management CSV so they can update to active licenses. 

For more information, see Add multiple users in Control Hub with the CSV template.

• Wrap up codes and automated wrap up timer support

With the delivery of this feature Customer Experience Essentials agents can now apply a wrap up code to a call received on Webex App. Administrators will be able to get insights using reports for the wrap up codes.

Administrators can also configure a timer for wrap up, with an optional default wrap up code selected for the queue.

• Agent personal greetings

Agent personal greetings allow an agent's personally recorded greeting to be played automatically when they are connected to a customer call.

Flow Designer has been enhanced with a new activity that allows personal greetings to be included in inbound flows.

• Multiple IDP is now available for all Webex customers

The multiple IDP feature, previously available as part of the Extended Security Pack, is now available for all Webex customers.

For more information, see SSO with multiple IdPs in Webex.

• Enable Whiteboards tab in Control Hub

Administrators can now control the visibility of the Whiteboards tab in Webex App through a toggle in Control Hub. This feature allows admins to show or hide the Whiteboards tab at the organization, group, or user levels, offering flexible management of whiteboard features.

For more information, see Manage whiteboards in Control Hub.

• Enable backup key configuration for high availability in AWS KMS

Administrators are now given the option to configure a backup key within Control Hub for the Bring Your Own (BYO) AWS Key Management Service (KMS). This feature improves high availability and resilience by acting as a safeguard against regional AWS KMS outages. Administrators can create and manage a backup key that allows the system to automatically switch to it during an outage in the primary region. This ensures seamless access to Webex and maintains business continuity.

For more information, see Manage your own customer main key.