Building a Simple Overflow Routing Scenario in Webex Contact Center Flow Designer

Overflow routing is a practical contact center mechanism used when the primary queue cannot handle a call under acceptable conditions. Instead of leaving the caller waiting in the same queue, the flow can evaluate queue statistics and route the call to another queue when this gives the customer a better chance of being handled.

Automating Default Exception Queue Cleanup in Cisco ECE

In Cisco ECE, email activities that cannot be processed or routed correctly may end up in the Default Exception Queue. Over time, this queue can collect activities that do not require any manual action from an agent.

A common example is technical email activity that only needs to be completed, not reprocessed or assigned to an agent.

This post shows how to automatically clean up the Default Exception Queue by using an Alarm Workflow.

Webex AI Agent Website Knowledge Base: How to Use Website Content for Customer Self-Service

One of the most useful recent updates in Webex AI Agent Studio is the ability to use website pages as a knowledge source for an autonomous AI agent. Cisco announced web URLs as a knowledge source on April 9, 2026, and documents website sources as a supported source type in the Knowledge section of AI Agent Studio.

Webex Contact Center Flow Designer Functions: Simplifying Complex Call Routing and Flow Logic

Cisco demonstrated a similar pattern at Cisco Live Amsterdam 2026 in the session “Boosting Customer Experience with Flow Orchestration in Webex Contact Center” (BRKCCT-2345). This post is written in the spirit of that demo and expands on the same core idea: when routing logic starts to sprawl across the canvas, a Function can make the flow cleaner, easier to read, and easier to maintain.

How to Pass Custom Data from a Webex CC Voice Flow to an Autonomous AI Agent

One of the most common questions I get when working with Autonomous AI Agents in Webex Contact Center is this:

“How can I pass custom data from the voice flow to my Autonomous AI Agent?”

For a long time, this was a challenge because the feature was not supported. Recently, Cisco changed that, and now it is possible. Let me show you how it works.

Webex Connect Receive Node Triggered by Typing Indicators

While working on a chat flow in Webex Connect Standalone, I ran into something that at first looked like a bug in my logic, but turned out to be behavior tied to how the Receive node handles input events. Btw, the same problem may happen if you try to build a Webex Connect flow in Webex CC from scratch. 

Webex Connect Append Conversation Fails with Quotation Marks

While testing an Autonomous AI Agent flow in Webex Connect, I ran into a small but annoying problem that is worth fixing early.

The issue shows up in the Append Conversation node. If the AI Agent sends back text that contains quotation marks, the flow may fail instead of continuing normally. At first glance it looks strange, because the bot response itself is valid text, but the node does not always handle those quotes cleanly.

Agent doesn't go into Not Ready state (UCCE RONA)

Hello everyone, 

Today I would like to share a case, which happened at our customer UCCE recently. They tried to configure Ringing On No Answer (RONA) logic in their contact center. However when they tested it, they discovered that if the agent didn't answer the call, his state didn't change to Not Ready as it should be normally. The Agent was still in Ready state, so the unanswered call returned back to the queue could reach him again. Their system was UCCE 12.5 with CVP. 

Enabling chat between the Supervisor and the Agents (Cisco Webex Contact Center)

In this short post I will explain you how to fix the issue, when the Supervisors can't send a text message to one of the monitored agents in Cisco Webex Contact Center. The supervisor complains, the he doesn't see the internal chat icon in his desktop. Here is an example of such a situation:

Digital Channels are not enabled in the Agent Desktop (Cisco Webex Contact Center)

The problem description: Agents complain that when they login to their Webex Contact Center desktops, they can't use the digital channels like Chat, Email, Messengers, SMS, etc. And of course they do not therefore receive any inbound contact from digital channels. 

Read this post and you will know how to fix it.