Webex Contact Center: Agents may experience latency and or failures in AI summaries during mid-call, transfer, or wrap-up events

Engineering has completed remediation activities and services are now restored.

We will continue to monitor to ensure service stability.

In addition to the previously identified issues, users in the ANZ region are experiencing intermittent delays with AI agent responses during calls. These delays are approximately 1-2 seconds. This issue is external to Cisco infrastructure, and engineering is actively collaborating with the vendor team to resolve it.

Engineering has completed remediation activities and services are now restored.

We will continue to monitor to ensure service stability.

Engineering have identified an external issue impacting services. We are working closely with the vendor's engineering team to resolve the matter and restore AI summarization services at the earliest. We will continue to provide updates as they become available.

Thank you for your continued patience as we address this service incident.

Engineering is investigating an issue that is causing Webex Contact Center Agents to experience latency and or failures in AI summaries during mid-call, transfer, or wrap-up events.

We are working towards service restoration and apologize for any inconvenience this may cause.