anchorBeta overview

AI Summaries Beta is available in @webex/cc-widgets@1.28.0-next.66, which uses Contact Center SDK 3.12.0-next.159 through its store dependency.

This guide covers agent-to-agent voice calls. AI Agent transfer summaries and dropped-call summaries are separate features. Widgets manage summary generation, presentation, editing, feedback, and response reporting; host applications using these controls should not issue duplicate SDK summary requests.

anchorSet up the host application

Before installing the Beta:

• Complete the Widgets Quickstart for the supported React setup, styling, peer dependencies, authentication, and station login. Replace its example Widgets version with the pinned version below.
• Have an administrator enable AI Assistant access and the required summary features for the applicable queues. See Enable AI Assistant features in Control Hub for Webex Contact Center for licensing, user-profile, and recording prerequisites. Your host application provides the widget layout; Agent Desktop layout instructions apply to Agent Desktop.
• Check the Supported languages for Summaries table in Multi-language Support for AI Assistant Features. Availability depends on the feature, locale, and tenant configuration.

Install with npm or Yarn:

npm install @webex/cc-widgets@1.28.0-next.66
# Alternative
yarn add @webex/cc-widgets@1.28.0-next.66

Initialize and mount the widgets

1. Initialize the shared store with store.init({webexConfig, access_token}) and await completion. If using store.init({webex}) with an existing Webex instance, wait for that instance's ready event before initializing the store.
2. Mount CallControlCAD for the call-control and wrap-up experience, and AIAssistant for received summaries. Use the same initialized store for both, along with the station-login and task controls your application requires.
3. Complete station login, set the agent to Available, and verify that incoming calls and normal call controls work.

No separate AI-summary initialization flag is required. Received summaries in Cisco AI Assistant are available independently of Real-time Assist enablement.

Check feature availability

Each summary type requires both its organization configuration and the interaction-specific task capability:

The store and SDK use these values to control availability. A missing or false SDK gate disables the corresponding request. Use the station and destination combinations supported by the underlying call flow and tenant configuration.

anchorReview and share a mid-call summary

Opening Consult Request or Transfer Request requests a summary of the conversation so far. The workflow is the same for both actions:

1. During an active voice call, open the consult or transfer action and choose an eligible destination. The examples use Agent and the agent search field.
2. Review Summary to share against the conversation. Use the edit control to correct the content, the copy control to copy it, and the thumbs controls to provide feedback.
3. To omit the summary from this submission, select Exclude summary. Widgets preserve the generated content and disable its edit, copy, and feedback controls while exclusion is selected. The destination remains available if it meets the normal call requirements.
4. Select Consult or Transfer to proceed, or the footer Cancel to leave without starting the action.

The cards illustrate fields such as Transfer/Consult Reason, Details, and Actions taken. Labels can vary with the returned content and renderer. Conversation text and identifying information are redacted in all screenshots.

Consult request

Review the summary before starting the consult with the selected agent.

Transfer request and editing

Review and correct the content before transferring. The edit view displays Editing and the editable summary fields.

The dialog may also list Queue, Dial Number, and Entry Point destinations. Their availability follows the underlying call flow; summary delivery can differ by destination.

Consult and transfer remain subject to their normal task-state and destination checks. Summary reporting is handled independently of the call operation, and an unavailable summary does not prevent an otherwise valid call action. If generation fails, use Retry when offered. Closing the dialog does not cancel an already active call operation.

anchorView a received summary

The receiving agent can view shared content without requesting another summary:

1. Receive the consult or transfer.
2. When Transfer summary available appears, select View summary to open Cisco AI Assistant, or Later to dismiss the notification. If the assistant is already open, review the summary there.
3. Review the received context. Received cards are read-only; use their copy and feedback controls as needed.
4. After choosing Later, reopen or restore Cisco AI Assistant during the interaction to view the retained summary.

Later dismisses the notification without discarding the summary. The panel displays summaries for the current interaction. Widgets keep received cards associated with their originating interaction and handle card-specific feedback. A failed feedback submission preserves the previous selection and does not prevent viewing the summary.

anchorReview a post-call summary

During wrap-up, Wrap Up Reasons displays Summary of your conversation beside the configured reason selector:

1. End the call and open Wrap Up Reasons.
2. Review the summary, correct editable content, and copy it or provide feedback as needed.
3. Choose a valid configured reason in Search topic. If an AI-suggested reason is available, review it and select the matching configured reason, or choose another manually.
4. Select Submit Wrap Up to complete wrap-up. Selecting a suggestion alone does not submit it.

A summary can be available without a suggested reason. When AI-suggested: No suggestion available appears, or a suggestion has no valid configured match, select a configured reason manually.

Summary generation and reason selection are independent. A valid selected reason can keep Submit Wrap Up available while generation is pending. Widgets report the selected code identifier and complete task wrap-up separately, without waiting for summary-reporting acknowledgement.

anchorBeta behavior and troubleshooting

• Review generated content. Check summaries against the conversation before sharing or completing wrap-up. Received summaries are read-only; initiating and post-call summaries support editing.
• Received-card format. The received-summary view requires Adaptive Card content in this Beta. Plain-text-only payloads display an unavailable state.
• Session history. Received-summary history can remain in memory after task cleanup. It is not persistent browser storage: logout clears it, and a page refresh does not restore it.
• Failure handling. A failed generation attempt can leave earlier content visible. Use manual Retry when offered. Summary reporting does not block valid consult, transfer, or wrap-up actions; do not assume automatic reporting retries.
• Diagnostics. Keep access tokens and conversation content out of logs and reports.

anchorTry the Beta and verify your integration

Use the Contact Center Widgets React sample with an authorized test environment, a caller, two eligible agent sessions, and configured wrap-up reasons. Initialize it with the test agent's access token. In Select Widgets to Show, enable AI Assistant, which is not selected by default, and the station-login, agent-state, incoming-task, and call-control surfaces. Check the sample's deployed version; it can differ from this guide's pinned Beta.

Watch Agent Handoff and post call summaries (1 minute 55 seconds), by Ravi Chandra Sekhar Sarika, for a demonstration of mid-call review, receiving-agent context, and post-call wrap-up.

Run the following checks in your host application. Record the build, configuration, and observed results, then complete the test calls and session cleanup.