* 19 March // added note on rebranding Webex Customer Experience Essentials to Webex Calling Customer Assist
More details : Webex Calling Customer Assist FAQ
* 19 March // added note on new features (wrap up reasons and wrap up timer)
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
- Attendant Console option (recently added, paid addon)
and many more
but, in addition, offers unique Customer Experience Basic and Essential options.
Let's have a high level view on what these options provide:
a) Customer Experience Basic (free/included with Webex Calling solution)
Webex Customer Experience Basic is an offering available as part of the Webex Calling Professional license at no additional cost.
Customer Experience Basic 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, Customer Experience Basic 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/Webex-Customer-Experience-Basic
-------------------------------------------------------------------------------------------------
b) Customer Experience Essentials (paid option of Webex Calling solution)
Customer Experience Essentials is available as a paid option of Webex Calling solution.
It includes all the Customer Experience Basic features and plus additional key features:
* Agent experience in Webex App
- Real-time queue view
- Screen pop
* Supervisor experience in Webex App
- Agent availability status management
- Agent queue join/unjoin status management
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:
Customer Experience Essentials demo - great demos by Steven Fly (Control hub, Agent and Supevisor, Analytics/Reports)
Webex Customer Experience Essentials demo - another nice short demo (6:22)
Empower employees to assist customers with Webex Calling Customer Assist (youtube video)
Webex Calling Customer Assist - at a glance
Webex Calling Customer Assist ebook
Latest blog after Enterprise Connect 2025 Announcements
Customer Experience Essentials - main help article
Customer Experience Basic and Customer Experience Essentials feature comparison - useful help article with feature comparison
Get started with Webex Customer Experience Essentials for Supervisors
Get started with Webex Customer Experience Essentials for Agents
Important note on Customer Experience Essentials license:
Customer Experience Essentials license covers user for the Webex Calling function.
So in other words, a user can be assigned Customer Experience Essentials license without need to have Webex Calling Pro license at same time. Will expand on this on separate community post that we will doubleclick on Essentials topics.
For partners:
Webex Calling Customer Assist Solution Overview
FAQ - Webex Calling Customer Assist
Customer Experience Essentials 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)
Customer Experience Essentials Ordering Guide
PIW GTM-Customer Experience Essentials (23 Jan 2024) preso & recording
Great, I am interested! How can I evaluate Essentials in my webex org?
Webex Essentials is orderable quite some time now and reached recently General Availability on 15th of April.
Customer Experience trial is also now available (via standard Webex trial process).
Note that you can add Essentials trial on new or existing Webex Calling customers (''Essentials appears as an additional option on trial wizard).
-------------------------------------------------------------------------------------------------
-------------------------------------------------------------------------------------------------
Latest enhancements/news on Customer Experience Basic and Essentials (most recent at the bottom):
These solutions are evolving rapidly so I am posting here (and also in my other community post Webex Calling News Feed (at a glance) latest news/enhancements:
1/ Customer Experience Essentials - supervisor barge and whisper coach functions (inside Webex app) help article
2/ Customer Experience Basic and Essentials : Agents in the Wrapping Up status won't receive call queue calls link1 link2
3/ Customer Experience Essentials: Bounced call policy for agents help article
Change agent’s status to unavailable for bounced calls. Using the bounced call policy, you can change the agent’s status to Unavailable when a call presented to them bounces. Here are some example scenarios in which a call may bounce:
No answer—The agent doesn’t answer the call within a specified number of rings based on the queue settings.
Not reachable—The call is directed to the agent’s unregistered device.
Call decline—The agent declines the call directed to them.
4/ Agent Sign-In/Sign-Out flow re-design
We have streamlined the agent sign-in/sign-out experience to make it intuitive. Agent now has an explicit Sign-In experience, which allows the agent to choose the queues to "Join" and sign in at the start of the shift. On Sign-In agent automatically moves to "Unavailable" status and can then choose an appropriate status. There's an explicit Sign-Out experience that allows an agent to sign out at the end of the shift. The feature is currently in beta with Webex App version 44.7.
5/ Configurable Agent notifications (for Customer Experience Basic and Essentials) help article
6/ Cross launch of Customer Experience Essentials tab from Microsoft Teams (help article)
7/ Guest Calling from browser in Webex Calling enters beta
Webex Click to Call is designed to provide a seamless and user-friendly calling experience for guest users, making it an ideal solution for enterprises looking to enhance their Business to Consumer (B2C) communication. By eliminating the need for downloads, accounts, and authentication, this feature ensures that customers can connect with your enterprise effortlessly with just click of a button, improving overall customer satisfaction and engagement.
This page under https://gobeta.webex.com/ portal, has details on how to participate.
Although this is a Webex Calling feature, it is useful to know as it can be used with Customer Experience Basic or Essentials and offer great possibilities to customer for customer interaction.
8 / Wrap up reasons and wrap up timer
Wrap up reasons are a great way to track outcomes of calls. They can help provide the relevant context.
Combined with appropriate analytics and reports it becomes a very powerful feature.
So today we are introducing Wrap up reasons support for Customer Assist.
It's really easy to configure and provides you the flexibility to control which wrap up reasons to associate with specific queues.
Agents can now select wrap-up reasons at the end of each call in the Webex app.
Administrators have reports and Supervisors have the relevant wrap up analytics in Webex App.
Wrap up timer allows you to set the amount of time an agent stays in the Wrapping up status.
It provides the necessary time for an agent to take notes and have a break at the end of the call.
You can now set an automated timer for wrap up that can be configured at a queue level.
It can be optionally paired with wrap up reasons for a powerful experience.
Vidcast // What's New announcement // Help Page for wrap up // Webex App version: 45.3+ latest version is recommended.
9 / Rebrarding of Customer Experience Essentials to Webex Calling Customer Assist
Webex Customer Experience Essentials has been rebranded to Webex Calling Customer Assist. Webex Calling Customer Assist represents the next step in our strategy, highlighting our ongoing and future investments in AI-powered tools designed to enhance customer support.
Webex Calling Customer Assist is a solution that empowers every employee to deliver customer service with an AI-powered,
calling centric experience built into the Webex app. With features like Click-to-call, advanced auto attendant, AI Assistant for agents and AI powered sentiment analysis for supervisors, it provides all the tools an organization needs to provide exceptional customer engagement to its customers.
All existing licenses, agents, supervisors and queues will be automatically transitioned to Customer Assist at no additional cost.
More details can be found in FAQ doc: Webex Calling Customer Assist FAQ
------------------------------------------------------------------------------------------------
Note: partners could also see some enhancements planned in the ''Customer Experience Basic/Essentials'' section in our published Collab roadmap deck.
------------------------------------------------------------------------------------------------
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)
Why move to Webex Calling? (for existing onprem CUCM customers) (ppt)
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)
thanks!
Alkiviadis