• What's New Card in Control Hub

The What's New card in Control will now automatically sync with the Help Center What's New page so that the content it displays is always fresh and up to date.

• Customise the participant labels that display in Webex meetings

Administrators can allow users on the web app to easily identify meeting participants who belong to their organisation (Internal), who belong to an external organisation (External), and whose identity cannot be verified (Unverified). Participants in a Webex meeting can quickly see who's joined the meeting, regardless of whether they've joined from Webex App, a web browser, or a video device. The participants and video panels provide users with information about the identity of other participants in the meeting.

For more information, see Customize the participant labels that display in Webex meetings.

• 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.

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

• Refreshed features page for Webex Calling

The new Webex Calling feature page introduces a refreshed look and feel, making it easier for administrators to find specific features and navigate between them quickly.

• Recurring software updates for Webex App

Based on customer feedback, the Recurring software updates for Webex App module has been revamped in Control Hub. The new UI features more prominent display of the most recent releases for both Latest Channel and Slow Channel, as well as clarified presentation of your organisation's current version (both version number and name) and release dates.

• Explicit consent can be turned on for meeting recordings and data

You can prompt all meeting attendees to give explicit consent before recording their meetings, saving transcripts, or accessing the AI Assistant. This ensures transparency and control.

For more information, see Require explicit consent before meeting attendees are recorded.

• Webex Calling Setup Assist Chat

Partners can now offer Setup Assist service to their customers via User Hub.  For those that subscribe to Setup Assist Express (SUA Express SKU), a new chat support feature is available within the first 10 days of Calling service activation. This feature allows customers to connect with a live Setup Assist agent directly from the User Hub Calling section for guidance on service setup to ensure seamless onboarding.

• Dynamic device settings for Cisco fully managed devices

You can use Control Hub to manage configurations for all third-party devices. The device management experience is streamlined in Control Hub across customer, location, and device levels.

For details, see Configure and modify device settings in Webex Calling.

• Display Business Texting add-on for subscriptions

This feature helps administrators easily identify which subscriptions include the Business Texting Add-On within Control Hub.

• Scheduled Callback for Inbound and Outdial Calls

Agents who are actively on a call with the customer (both Inbound and Outdial) can 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.

• Meetings AI usage analytics in Control Hub

Control Hub admins can understand the adoption patterns of Meetings AI features, such as meetings summary, for their organization.

• Schedule reports for other users in Control Hub and Partner Hub

Administrators can now schedule reports on behalf of other users in their organization in both Control Hub and Partner Hub. When scheduling a report, you can select which users will receive an email with a direct download link for the report.

• View all scheduled reports in your organisation

Admins can now view all scheduled reports across the organisation in Control Hub, not just those that they personally created. In addition, the maximum number of available reports has increased from 50 to 1000.

• Timezone selection for custom dashboards

You can now select a timezone for custom dashboards that you build. All widgets added must come from service dashboards that support timezone selection. Service dashboards that currently support timezone selection are:

• Calling

• Devices

• Workspaces

• Customer Assist

• Sustainability.

• Analytics charts now link to relevant reports

You can now access more detailed data directly from the Analytics page. If a chart has an associated report, you can click the link on the pop-up information of the chart to open the corresponding report on the Reports page.

• Check-in metrics added for Workspaces Analytics and Reports

The following changes have been made to Workspaces Analytics and Reports:

The Ghosted Meetings KPI in Workspaces Analytics now uses data from the check-in feature.

The Workspace Usage report now includes these new columns:

• Check-in enabled: Indicates if check-in is enabled for the workspace.

• % Ghosted hours: Percentage of booked hours with no check-in.

• Total booked hours: Total hours the workspace was booked, regardless of occupancy.

• Persistent static meeting links in spaces

You are now able to assign each space a dedicated, permanent meeting link that never changes while the feature is turned on. This update makes it easy for teams to schedule, join, and rejoin meetings with consistent join details. As an administrator, you can turn this feature on or off in Control Hub to enhance meeting consistency and security.

See, Persistent Space meetings in Control Hub.

• Custom dictionary now supports up to 4000 words

You can add up to 4000 English words to your custom dictionary using a CSV file, including organization acronyms and jargon, industry-specific terms, people's names, product names, and organization names. These words can then be transcribed more accurately in the closed captions and transcript when they are spoken in meetings.

See Manage the Webex Custom Dictionary.

• Expansion of Recommended Messages Availability

The Recommended Messages feature has been extended to the EU region. Previously available only to US customers, this AI-powered feature helps you focus on your most important messages by analysing user interactions and organisational structure. As an administrator in the EU, you now see the feature turned on in Control Hub. Stay organised and never miss key conversations, especially when starting your day or returning from time away, with Managing Recommended Messages.

For more information see, Webex App | Recommended messages.

• PKCE configuration for OIDC IdPs

Administrators can now enable Proof Key for Code Exchange (PKCE) for OIDC IdPs in Control Hub. This new features enhances compatibility for PKCE users and aligns user interface configuration with API support.

• Administrators can manage pronoun visibility for their organisation

Administrators can allow users to set their pronouns to Global, which makes pronouns visible to all users inside and outside the organization. Once the admin makes this option available to the users in their organisation, then a user can select the option of making the setting available for users outside the organisation to see.

• Emergency Call Recording for Webex Calling

Customers can now record emergency calls (such as 911) to improve incident analysis and enhance training programs. This feature gives administrators flexible controls to enable or disable emergency call recordings, helping organisations meet regulatory requirements while strengthening internal protocols. Emergency calls are securely recorded, providing enhanced transparency and accountability for post-incident reviews and investigations. Recordings are accessible exclusively to authorised personnel, ensuring comprehensive data protection. Most importantly, emergency calls maintain uninterrupted service even if recording functionality experiences technical issues, prioritising call continuity during critical situations.

• P-Charge-Info Header Support for PSTN Providers

The P-Charge-Info Support addresses the need for PSTN providers to have a more reliable method for authenticating and billing calls within Webex Calling. The local gateway may receive a caller ID that differs from the number you want to use for billing or authorization. To send an additional identifier for these purposes, use the P-Charge-Info header. The PSTN provider can then rely on the single P-Charge-Info header to determine the chargeable number, eliminating the need to use the PAI header for regular originations and the Diversion header for call redirections.

• Webex Calling Customer Assist: Call queue call recording

This feature enables the policy to automatically record the calls coming into or made out of customer experience essentials call queues. Administrators will have the ability to configure the recording policy and view the recordings in Control Hub to manage them. Supervisors will have the ability to view the call recordings of their agents in the Webex App.

• Anonymise Webex Meetings personal data in Troubleshooting, Analytics, and Reports

You can set how long before Webex Meetings personal data in Troubleshooting, Analytics, and Reports is anonymised to protect privacy, comply with regulations, and support safe data sharing and analysis.

For more information, see Anonymize Webex Meetings personal data in Control Hub.

• Control Hub AI Assistant: Converse with your Reports

Admins will be able to query their pre-generated reports using natural language. Based on the question asked, the AI Assistant will either automatically pick the right report from which to answer the question, or if there are multiple reports with overlapping data, ask the Admin to choose the right report ("human in the loop" approach).

The immediate benefit of using the AI Assistant to query reports is the time savings, which today involves several time-consuming steps such as downloading a report and then manipulating/filtering the data in a spreadsheet, building pivot tables to calculate or summarize key insights, and so on.

For more information, see Ask questions of your pre-generated reports in Control Hub.

• Enable Microsoft Teams integration in Control Hub

In Control Hub, administrators can enable integration between Microsoft Teams and Vidcast, allowing users to import their Microsoft Teams meetings recordings directly into Vidcast. This new toggle controls whether your users use the Microsoft Teams integration.

This feature is available only for organisations with the enterprise feature enabled. For more information, see Introduction to Enterprise features.

For more information, see Manage Vidcast in Control Hub.

• Adding CC AI agent trials to Partner Hub

CC AI agent trials have been added to Partner Hub.

• Search enhancements in Partner Hub

You can now search for customers by their email addresses in the Customers list, making it easier to quickly find specific customers.

For more information, see Get started with Partner Hub.

• New public APIs: Get user and group schema details

Get user and group schema details give the developers information about the schemas used in SCIM 2.0.

• Reorder the Whiteboard home tab icon on the side navigation bar

Administrators can reorder the Whiteboards home tab icon on the side bar navigation for Webex App through Control Hub settings.

For more information, see Customize the navigation sidebar in Webex App.

• Single Number Reach available in User Hub

The Single Number Reach feature from Control Hub is now available in User Hub. It can be accessed by visiting the Services tab, choosing Calling and selecting the Single Number Reach tab.  

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

• Enhancements to Control Hub Troubleshooting page with separate Meeting and Calling views

Webex Calling, Meeting and Call on Webex services to be separated into different tabs under the Troubleshooting page in Control Hub to deliver a more tailored and effective troubleshooting experience for each service type. This includes:

• Cleaner look, more relevant information/KPIs

• Surface critical information that was previously missing

• Allows building further search/accessibility enhancements.

• Call sequence view in Webex Calling Control Hub troubleshooting

Webex Calling enhances the troubleshooting experience by adding Call sequence diagram into the Troubleshooting view for Webex Calling calls. This would provide customer admins visibility into the end to end sequence for all Webex Calling calls including the failed calls, highlighting the end to end call path. Further helping them understand and troubleshoot any possible issues more easily.

• Support package quantity limits

It allows partners the ability to limit the number and type of packages and users that can be assigned by a customer. This allows customers to be self-sufficient however within the controlled bounds set by the partner.

• PSTN Across the Suite

A new dedicated PSTN & Routing section has been added to the left-hand navigation menu in Control Hub. The following pages previously found under the Calling section have been moved to the new PSTN section.

• Numbers

• Gateway Configuration

• PSTN Orders.

The new Calling Overview Page is designed to help novice administrators learn about the latest Webex Calling features and capabilities. This page also provides quick links for power administrators to efficiently navigate the Control Hub.

• Auto attendant enhancement – Call handling for no action on auto attendant prompt

This feature allows administrators to define how the call should be routed if there is no action from the caller after the auto attendant menu prompt is played.

• Templates for Webex Calling user features

Webex Calling is introducing a new type of Calling Template which allows administrators to set the default value for certain Webex calling features.

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

• Meeting classification in Control Hub

Meeting classifications in Webex show what information can be shared in meetings, with labels like Public or Company Sensitive appearing in meeting details and summary emails.

• PowerPoint Live support added for VIMT participants

When PowerPoint Live is being used in a Microsoft Teams meeting, VIMT participants can now see the presenter’s slides in their content channel. Previously, VIMT participants only got a notification that PowerPoint Live was being used and could not see the slides.

For more information, see the Meeting features section in Deploy Webex Video Integration with Microsoft Teams.