updated Oct2025: renaming changes, added latest resources
for latest enhancements/news on CallQueues and Customer Assist Queues, please check below:
Webex Calling Call Queues & Customer Assist Queues - News feed (at a glance) (added Oct 2025)
hi all,
Webex Calling solution provides powerful capabilities for call handling:
- auto attendants, hunt groups, pickup groups
- sophisticated call forwarding mechanisms on admin and user level
(callforwarding, sequential ring, simultaneous ring, etc.)
- Attendant Console option (recently added, paid addon)
and many more
but, in addition, offers unique Call Queue and Customer Assist Queue options.
Let's have a high level view on what these options provide:
a) Webex Calling Call Queues (free/included with Webex Calling solution)
Webex Calling Call Queues (formerly known as ''Customer Experience Basic'') is an offering available as part of the Webex Calling Professional license at no additional cost.
Call Queues includes the following features:
* Voice Queues —Helps administrators to configure various features such as skills-based routing, enhanced queue polices (business hours, night service, holiday schedule, etc.), customer callback, and so on.
* Call queue analytics —Helps administrators to view the important data such as top call queues, top agents, live call queues status, and so on.
* Call queue reports — Helps administrators to view the details such as call queue status report and agent status report.
* Agent experience in Webex App —Helps users to check and change their call queue status and join/unjoin queue in the Webex App.
* Supervisor functions via feature access codes (silent monitoring, barge-in, coaching, take over)
* Multi call window — Helps users to get a quick view of the call status and easily access some common calling features.
* Webex Calling integration within Microsoft Teams —Helps users to access the features directly from Microsoft Teams.
In summary, Webex Calling Call Queues provides a simple and powerful set of features to deliver basic voice-centric call center functionalities with Webex Calling solution.
For more details:
https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue
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b) Webex Calling Customer Assist Queues (paid option of Webex Calling solution)
Webex Calling Customer Assist Queues (formerly known as ''Customer Experience Essentials'') is available as a paid option of Webex Calling solution. It includes all the Webex Calling Call Queue features and plus additional key features:
* Agent experience in Webex App
- Real-time queue view
- Screen pop
- Wrapup reasons
* Supervisor experience in Webex App
- Agent availability status management
- Agent queue join/unjoin status management
- Wrapup reason reports
Agent monitoring
- Real-time agent and queue view
- Historical agent and queue view
* Admin configuration in Control Hub
- Screen pop configuration
This offering is best suitable for new and existing Webex Calling customers who need low-end professional key contact center capabilities and don't need the advanced features of a comprehensive contact center solution.
Note that for customers who require sophisticated customer engagement capabilities, omni-channel routing, or large-scale, and high call volume deployments, we recommend Webex Contact Center.
For more details:
Empower employees to assist customers with Webex Calling Customer Assist (youtube video)
Webex Calling Customer Assist - at a glance
Webex Calling Customer Assist ebook
Webex Calling Customer Assist - main help article
Webex Calling Call Queue and Customer Assist Queue feature comparison - useful help article with feature comparison
Get started with Webex Calling Customer Assist for Supervisors
Get started with Webex Calling Customer Assist for Agents
For customer admin training:
check Webex Calling for customer administrators (elearning, 5 courses, 28 hours total) (course04 talks about Customer Assist)
For partners:
Webex Calling Customer Assist Solution Overview
FAQ - Webex Calling Customer Assist
Webex Calling Customer Assist demo (Webex Demo toolbox) - great resource, spin up a quick scripted demo in a few minutes
Webex Customer Experience offers -pdf - short presentation(in pdf)
Webex Calling Customer Assist - deep dive (EMEA PVT June 2025) preso
Call Queue & Customer Assist Design deck (found together with other nice calling resources in Cloud Calling Academy)
Important note on Webex Calling Customer Assist license:
Webex Calling Customer Assist license covers user for the Webex Calling function.
So in other words, a user can be assigned Customer Assist license without need to have Webex Calling Pro license at same time. Will expand on this on separate community post soon.
Great, I am interested! How can I evaluate Customer Assist in my webex org?
You can coordinate with your cisco partner and cisco account team and start a Customer Assist trial. Customer Assist trial is available standard webex trial process) - Customer Assist trial licenses can be added on new or existing Webex Calling customers.
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One slide that highlights all customer experience options for Webex Calling (Call Queues/Customer Assist/Webex Contact Center options)
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Additional note:
In many use cases, Call Queues and Customer Assist Queues are used together with Auto Attendants (AutoAttendants offer menu based selection to callers and then callers based on their selection are routed to appropriate call queue or other destination).
Please stay tuned on new enhancements that Product team is working on on Auto Attendant feature set.
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Please rate if you find helpful.
Index of all my collab community posts --> Looking for info on Cisco Collab solutions ?
Recent community posts on Webex Calling:
Top reasons that make Webex Calling the right choice (new)
Webex Calling Top Resources
Webex Calling News Feed (at a glance)
Webex app calling integration with Microsoft Teams
Leverage the power of Webex app - callerid screenpop use case
Webex Calling LGW(Local Gateway)-DNA Essentials or Advantage
Webex Calling training for customers (admin and user users)
etc.
thanks!
Alkiviadis