The Webex AI Agent acts as a smart assistant that handles initial customer interactions across both voice and digital channels. It works in two modes:

• Scripted Mode: Uses predefined rules and natural language understanding to respond accurately to common customer intents.

• Autonomous Mode: Employs advanced Large Language Models (LLMs) to engage in more natural, human-like conversations, adapting dynamically to customer needs.

This means many routine inquiries are resolved before they reach you, reducing your workload and allowing you to focus on more complex customer needs.

Here's what the Webex AI Agent offers:

• Seamless Human Agent Handoff: When the AI Agent escalates a conversation to you, it provides a clear summary of the interaction so far. This helps you quickly understand the customer's issue without making them repeat themselves, enabling faster and more effective support.

• Multi-Channel Support: Whether customers reach out via voice calls, chat, SMS, or other digital channels, the AI Agent manages these interactions smoothly, ensuring you have consistent context regardless of the channel.

• Multi-Lingual Capabilities: The AI Agent supports multiple languages, helping you assist a diverse customer base with greater ease.

• Built-in Reporting and Insights: Supervisors can access detailed analytics and reports within the AI Agent Studio to monitor AI performance and customer interactions, helping optimize workflows and improve service quality.

• Integration with Business Systems: The AI Agent connects seamlessly with existing business applications and automation workflows, ensuring that customer requests are handled efficiently and accurately.

For more information on the design considerations, see the following:

• Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.

• Solution Design Guide for Cisco Packaged Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.

For more information on the how to configure and use the feature, see the following:

• Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.

• Cisco Packaged Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/contact-center/packaged-contact-center-enterprise-15-0-1/model.html.

Orchestration now supports the automatic rotation of Cisco Devhub Artifactory Identity Token. This feature proactively updates token in Orchestration before it expires, eliminating the need for manual intervention. This feature is disabled by default and can be enabled via the CLI. If email notifications are enabled, the system will alert administrators of both successful and failed rotation attempts.

For details on enabling the Identity Token Auto Rotation, see the Configure Identity Token Auto Rotation topic in the Deployment Tasks under CCE Orchestration chapter of the Cisco Unified Contact Center Enterprise Install and Upgrade Guide, 15.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

The new CVP Port Usage API offers contact centers detailed, real-time visibility into the utilization of CVP self-service ports. This REST API endpoint delivers up-to-date information on both the total port capacity and current usage, with data segmented by individual CVP instances and license entitlements. This enables contact centers to effectively monitor and manage their port resources for improved operational efficiency and capacity planning.

Set and activate immediate alerts when predefined usage thresholds are reached, enabling proactive management and ensuring smooth operations.

For more information, see the User Guide for Unified CVP VXML Server and Unified CVP Call Studio, Release 15.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-user-guide-list.html

For details on how to configure, see the Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html

Finesse now displays a message indicating the number of remaining login attempts after each unsuccessful attempt by an agent or supervisor. If the agent or supervisor is locked out, a message appears on the login screen indicating that the account is locked.

For more information, see Account Lockout Management section in Cisco Finesse Agent and Supervisor Desktop User Guide, Release 15.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-user-guide-list.html

Administrators can now enable or disable the agent account lockout using a CLI command. By default, Finesse locks can account for five minutes after five consecutive unsuccessful login attempts. This new capability allows you to turn off account lockout as needed.

Note	Account lockout settings apply only to Finesse local authentication; SSO account lockouts are managed by the Identity Provider (IdP), and Webex Common Identity user lockouts are managed by Webex Control Hub.

For more information, see the Account Locked after Five Failed Sign in Attempts section in Cisco Finesse Administration Guide, Release 15.0(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.

Previously, Cisco Finesse supported up to 10 global phone books with a total of 50,000 contacts across all phone books. Starting with the Finesse 15.0(1) ES202511 release, Finesse supports a maximum of 25 global phone books and a system wide total of 100,000 contacts. This improvement helps organizations to create more segmented and specialized phone books. This enhances contact management and accessibility for agents and supervisors.

For more details, see Phone Books and Contacts section in Manage Phone Books chapter in the Cisco Finesse Administration Guide, Release 15.0(1) Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.

Administrators can now deploy AppDynamics (AppD) agents tailored to your requirements. AppD agents such as Machine agent, Java agent, .NET agents, and .NET agent extension are no longer bundled with the software. Instead, you can import these agents from an SFTP server to the Cloud Connect server. After importing, you can update the AppD agents on all solution components. New commands have also been introduced to simplify the management of AppD agents.

For more information, see the CCE Serviceability and Monitoring using AppDynamics chapter in Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/configuration/guide/ucce_b_serviceability-guide-for-cisco-unified-icm-contact-center-enterprise-release-15-0/cce_serviceability_and_monitoring_using_appdynamics.html

Administrators can now use a CLI on Unified Intelligence Center, Finesse, Cisco VVB, Cisco IdS, Cloud Connect, and Live Data to import private or public CA certificates used by the AppDynamics controller into the AppDynamics AppServer Agent and Machine Agent trust stores. This enhancement removes the reliance on default pre-packaged certificates for these agents.

For more information, see the CCE Serviceability and Monitoring using AppDynamics chapter in Serviceability Guide for Cisco Unified Contact Center Enterprise, Release 15.0(1) at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_15_0_1/configuration/guide/ucce_b_serviceability-guide-for-cisco-unified-icm-contact-center-enterprise-release-15-0/cce_serviceability_and_monitoring_using_appdynamics.html

The chat templates have been enhanced to make them more accessible, ensuring a smoother experience for users relying on screen readers or other assistive tools.

For more information, see the Accessibility chapter in the Enterprise Chat and Email Administrator’s Guide to Administration Console, Release 15 ES2.

A Vue-based chat template (Base) is now available in ECE 15, supporting both docked and undocked modes. It includes features such as SSO compatibility, file attachments, localization, accessibility compliance, chat continuity on page refresh, and integration with survey forms and custom attributes.

For more information about configuring the chat template, see the Chat Templates chapter in the Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration Resources, Release 15 ES2.

Customers don’t have to wait and guess anymore as they can now see real time indicator when agent is typing a response to their query. This feature is available across the templates and custom implementation using APIs.

ECE Agent state will be updated real time in case of any disconnects or logout event from the CTI server. This will help enhance the agent experience while working on chat and email.

Administrators can now search the Department, while importing UCCE MRDs and Users into ECE.

CCMP Portal now allows logins using Entra ID, in addition to Windows Authentication and ADFS.