AI in Webex
Contact Center MCP Server
anchorWhat is Contact Center MCP Server?
anchorThe Webex Contact Center MCP Server is a Model Context Protocol (MCP) server that enables AI agents and automation tools to securely work with Webex Contact Center capabilities on behalf of authenticated users.
The current Flow Designer capability adds agentic management of contact center flows through the Webex Agentic Platform. Agents can search existing flows, create new drafts, read specific versions, update drafts, patch nodes and edges, validate flow definitions, discover activity schemas, resolve dynamic choices, and start from guided templates. A real-time capability adds management of Contact Center telemetry subscriptions—discovering event types, listing, creating, updating, and deleting webhook subscriptions, and provisioning WebSocket sessions for live wallboards and supervisor dashboards.
This capability is administered under the same Webex Contact Center MCP umbrella as other Contact Center MCP capabilities. Administrators enable and govern the MCP server from the Webex Agentic Platform / Control Hub Agentic Apps settings, while Flow Designer operations are implemented in the Flow Store service and delegate to the FlowV2 REST APIs.
The current flow authoring contract is FlowV2, and activity discovery uses ActivityV2, a condensed schema designed for API and LLM clients.
Prerequisites: Administrators must enable the Webex Contact Center MCP Server for the organization through Webex Agentic Platform / Control Hub Agentic Apps settings before users can connect supported MCP clients. Administrators can also control which Contact Center MCP tools are enabled for the organization, including the Flow Designer tools listed below.
- Server URL: Server URL: Log in to view the server URL.
anchorTools
anchor15 tools cover flow management, activity discovery, validation, choices, events, templates, real-time subscriptions, admin configuration, and historical analytics.
Flow Management (6)
| Tool | Description |
|---|---|
wxcc-list-flows | List or search flows and subflows. Supports all flows, a single flow by ID, name filtering, full-text search, flow type, and pagination. |
wxcc-create-flow | Create a new flow from a FlowV2 object. Supports overwrite mode for an existing flow with the same name. |
wxcc-get-flow | Read a flow by ID. Defaults to the draft; use the version parameter for latest or a specific version ID. |
wxcc-save-flow-draft | Replace the current draft of an existing flow with a full FlowV2 object. Supports optimistic locking through expected_version. |
wxcc-patch-flow-draft | Partially update an existing draft by upserting or removing nodes and edges, or by shallow-merging top-level fields. The server validates the result before saving. |
wxcc-validate-flow | Validate a persisted draft/version by flow ID, or dry-run validate a FlowV2 object without saving. |
Templates, Activities, and Choices (5)
| Tool | Description |
|---|---|
wxcc-get-flow-template | Return a starter FlowV2 template for a flow or subflow. Templates can include a minimal skeleton or IVR menu starter nodes. |
wxcc-get-activity-definitions | List core and logic activity definitions from the activity registry as ActivityV2. Supports flow type, UI-enabled filtering, search, and exact activity-name lookup. |
wxcc-describe-activity | Describe one activity as ActivityV2, including inputs, outputs, output ports, and authoring notes. |
wxcc-list-event-specifications | List known event specification triplets for start and event nodes, such as contact-start and global-error handling events. |
wxcc-get-choices | Resolve static, searchable, validated, or cascading choices for one activity input, such as queues, entry points, teams, skills, flows, or media files. |
Admin Tools (2)
| Tool | Description |
|---|---|
wxcc-view-config | Read Webex Contact Center configuration resources (entry-point, business-hours, dial-plan, dial-number, skill-profile, auxiliary-code, team, user, agent-profile, outdial-ani, contact-service-queue). Supports list and get operations. Read-only. |
wxcc-admin-config | Create, update, or delete Webex Contact Center configuration resources (entry-point, business-hours, dial-plan, dial-number). Destructive write tool. Uses optimistic concurrency via version field. Requires a user account context. |
Real-Time & Subscriptions (1)
| Tool | Description |
|---|---|
wxcc-realtime | Manage Webex Contact Center real-time telemetry subscriptions and bootstrap live sessions. Actions: discover event types; list, get, create, update, and delete webhook subscriptions (V2) for pushed events; and provision WebSocket sessions (subscribe-realtime-data, subscribe-notification) that return a webSocketUrl and subscriptionId for a client to connect and consume live queue/agent telemetry. Used for wallboards and supervisor dashboards. Destructive; requires a user account context. |
Historical Analytics (1)
| Tool | Description |
|---|---|
wxcc-copilot-run-search-query | Run a read-only GraphQL query against the Webex Contact Center Search API. Returns rows or aggregations for historical analytics (CSR, ASR, CLR record types). Use as an advanced escape hatch for custom Contact Center reporting when standard tools cannot cover the request. Shared with the Contact Center Operation MCP Server. Read-only and non-destructive. |
anchorAuthentication
anchorAuth Type: OAuth 2.0 Bearer Token
Issuer: https://webexapis.com
Flow: The MCP client obtains a Webex OAuth token and passes it in the Authorization: Bearer <token> header. The server validates organization access and forwards the token to FlowV2 REST API calls on behalf of the authenticated user.
anchorScopes
anchor5 OAuth scopes required:
| Scope | Used By |
|---|---|
spark:mcp | Required to connect through the Webex MCP server platform. |
cjp:config_read | wxcc-list-flows, wxcc-get-flow, wxcc-validate-flow, wxcc-get-flow-template, wxcc-get-activity-definitions, wxcc-describe-activity, wxcc-list-event-specifications, wxcc-get-choices, wxcc-view-config, wxcc-realtime (list event types; list/get subscriptions). |
cjp:config_write | wxcc-create-flow, wxcc-save-flow-draft, wxcc-patch-flow-draft, wxcc-admin-config, wxcc-realtime (create/update/delete subscriptions). |
cjp:user | wxcc-realtime (WebSocket session provisioning: subscribe-realtime-data, subscribe-notification). |
spark:people_read | wxcc-copilot-run-search-query (resolves caller's orgId via Webex People API). |
Full scope string:
spark:mcp cjp:config_read cjp:config_write cjp:user spark:people_read
anchorAccess and Guardrails
anchor- Users must have access to the target Webex Contact Center organization.
- Read tools require configuration read permission. Write tools require configuration write permission and a user account context.
- The server validates
orgIdfor every tool call because organization ID is supplied as a tool argument. - The server applies guardrails for per-organization/per-tool rate limits, write payload size, maximum nodes, maximum edges, and downstream service failures.
- Write tools validate and normalize FlowV2 before saving. A flow should be validated before any publish or production lifecycle action outside this MCP tool surface.