What changed
Webex Contact Center Analyzer introduced AI Agent reporting. Reporting users get stock dashboards and reports covering containment, escalation, error, abandonment, average session duration, response time, and channel and language utilization, filterable by entry point, flow name, site, language, channel and AI Agent type. Cisco documents an AI Agent Session Record and an AI Agent Dashboard.
Vendor documentation (opens in a new tab)Why it matters
AI agent programs are hard to defend without consistent measures of containment and failure. Native reporting gives a shared baseline in the same tool as human-agent reporting, which makes it easier to spot where automation is escalating or erroring rather than resolving.
CxCave practical context
Who should care
- CX leadership
- AI agent designers
- Supervisors
Implementation considerations
NO ACTION REQUIREDReview the AI Agent Dashboard for current containment and escalation baselines, and agree which measures will be used to judge AI agent changes going forward.
CxCave recommendation, not a vendor mandate unless explicitly stated.