Outage in Webex by Cisco
Webex Contact Center: Agents may experience issues with AI summaries for mid-call, transfer, or wrap-up events
Resolved Minor
May 26, 2026 - Started about 2 months ago
- Lasted about 8 hours
Incident Report
Summary AI Generated
Webex Contact Center experienced an issue where AI summaries failed to work properly during mid-call, transfer, and wrap-up events for agents. The incident lasted 7.8 hours, during which agents were unable to access AI-generated summaries for these critical call handling functions. Engineering identified the root cause and implemented a fix, restoring full AI summary functionality across all affected scenarios.
Engineering is investigating an issue causing AI summary failures during mid-call, transfer, and wrap-up events for agents.
We are working to restore the service and apologize for any inconvenience this may cause.
Components affected
Webex by Cisco Webex Contact CenterTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
MONITORING
about 2 months ago - at 05/27/2026 12:05AM
Engineering has completed mitigation activities, and the AI summaries for mid-call, transfer, or wrap-up events have been restored to full functionality.
We will continue to monitor to ensure service stability.
IDENTIFIED
about 2 months ago - at 05/26/2026 05:19PM
Engineering has identified the issue and is working on a fix to restore services. We will continue to provide updates as they become available.
We appreciate your patience while we address this service incident.
INVESTIGATING
about 2 months ago - at 05/26/2026 04:23PM
Engineering is investigating an issue causing AI summary failures during mid-call, transfer, and wrap-up events for agents.
We are working to restore the service and apologize for any inconvenience this may cause.
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