CanonT10

00 · Header

Voice path: Virtual Agent V2

Voice path: Virtual Agent V2 T10R02 EntryFlowVAV2Outcome
Illustrated scene for Voice path: Virtual Agent V2. Original drawing, not a product screenshot.

T10-R02. Voice. Drag Virtual Agent V2 onto the flow, pick a published scripted or autonomous agent, and handle Handled, Escalated, or Errored. [cite:11]

Reading 12 minWrittenStudy notes

01 · TL;DR

Five lines, then why it matters

  • Prerequisites: the agent exists, the voice entry point exists, a flow is assigned, and the flow is set up. [cite:11]
  • Scripted: Contact Center AI Config is Webex AI Agent Scripted, then a published scripted agent. [cite:11]
  • Autonomous: Webex AI Agent Autonomous, then a published autonomous agent. Voice access is limited. [cite:11]
  • Outcomes are Handled, Escalated, and Errored. [cite:11]
  • VirtualAgentV2.TranscriptURL and VirtualAgentV2.MetaData are output variables the article names. [cite:11]

02 · Map

Speech in, one of three paths out

The caller speaks. The activity matches speech to an intent and continues the IVR. Completion, escalation, and errors are different legs. [cite:11]

03 · Core

What the opened pages say

s0qro1 says to drag Virtual Agent V2 from the activity library. General settings take a label and a description. Conversational experience selects the config and a published agent. [cite:11]

Handled means virtual-agent execution completed. Escalated means the call must go to a human. Errored is any error during the conversation. [cite:11]

Escalation metadata examples on the page include escalation_type custom or system, and escalation_trigger such as agent_transfer for the system example. [cite:11]

Enable voice recording is an advanced checkbox. Recordings show on the Sessions page in AI Agent Studio. The article warns that automated PCI-pattern detection can miss unprompted card disclosure, weak speech-to-text, or a call that ends before analysis. [cite:11]

04 · Ecosystem

Ecosystem and sister technologies

Handled
Virtual agent execution completed. [cite:11]
Escalated
The call must go to a human agent. [cite:11]
Errored
Any error between the virtual agent and the caller. [cite:11]
TranscriptURL
Output variable pointing at the transcript. [cite:11]
MetaData
JSON received from the agent for fulfillment, a custom event, or a transfer. [cite:11]

Sister-technology matrix

SisterWhat the opened page supportsWhy it matters hereCite
Flow DesignerT8-R01 is the activity canvas.This room only adds Virtual Agent V2.[cite:11]
Recording detectionNot a guarantee. The article lists three miss cases.Do not tell security the checkbox is a PCI program.[cite:11]
Human queueEscalated is the leg that needs a person.Draw it. Do not end the flow on the activity.[cite:11]

Integration edges

FromToMechanismCite
Entry pointFlowAssign the routing flow to the voice entry point.[cite:11]
VAV2Handled / Escalated / ErroredThree outcomes.[cite:11]
Recording checkboxStudio SessionsWhere recordings appear.[cite:11]

05 · Flow

Order of operations

  1. Create the agent in Studio. [cite:12]
  2. Create the voice entry point and assign the flow. [cite:11]
  3. Drop Virtual Agent V2 and select a published agent.
  4. Wire all three outcomes.
  5. Decide whether the recording checkbox matches the compliance ask, given the detection limits.

06 · Config

Clicks the articles print

  • Activity library, Virtual Agent V2, main canvas. [cite:11]
  • Contact Center AI Config: Webex AI Agent Scripted or Webex AI Agent Autonomous. [cite:11]
  • Virtual Agent drop-down: a published agent of that type. [cite:11]

07 · Limits

Limits the articles state

ItemValueSource
Autonomous voice availabilitySpecific customers.[cite:11]
Outcome namesHandled, Escalated, Errored.[cite:11]
PCI detectionCan miss unprompted disclosure, bad transcripts, or early disconnects.[cite:11]

08 · Trouble

Trouble

SymptomWhat the article supportsDo thisCite
The drop-down has no agentThe article says to select a published agent.Publish it in Studio before you blame the flow.[cite:11]
Escalated calls disappearEscalated is a separate outcome.Connect that leg to a queue.[cite:11]
A recorded card number was visibleDetection is not complete. The article lists miss cases.Treat the checkbox as a control with gaps.[cite:11]

09 · Self-question

Oral ladder

L1Name the three outcomes.

Handled, Escalated, Errored. [cite:11]

L2What does MetaData hold?

JSON from fulfillment, a custom event, or a transfer. [cite:11]

L3Where do recordings appear?

The Sessions page in AI Agent Studio. [cite:11]

10 · Lab

Read it back

11 · Quiz

Quiz

Q1Check

Which config value selects a scripted Webex agent?

Answer

Webex AI Agent Scripted. [cite:11]

Q2Check

System transfer example trigger on the page?

Answer

agent_transfer, with escalation_type system. [cite:11]

Q3Check

What must exist before the activity?

Answer

A created agent, a voice entry point, an assigned flow. [cite:11]

12 · Audio

Read-along uses the page

13 · Interview

Oral-ready

30 seconds. Virtual Agent V2 plays a published Studio agent. The call leaves through Handled, Escalated, or Errored. [cite:11]

2 minutes. I pick scripted or autonomous in Contact Center AI Config. Autonomous voice is limited. I wire the human on the escalated leg. I do not describe the recording checkbox as complete card-data protection. [cite:11]

14 · Citations

Ledger

Opened 2026-10. Mirrors cites/T10-R02.md.

  1. Use AI agents for customer interactions, help.webex article s0qro1, header August 25, 2026. Virtual Agent V2 outcomes Handled, Escalated, and Errored. Autonomous voice is limited to specific customers. Six digital channels. Custom events are voice only. onTimeOut: the agent has not responded in not more than 15 seconds.
  2. Webex AI Agent Studio Administration guide, help.webex article ncs9r37, opened 2026-10. The page is the Studio administration guide. This chapter does not copy limits that were not in the opened body beyond the guide’s existence and the integration steps s0qro1 points at it for.

15 · Re-engineer later

Open

  • The example JSON on the page is an illustration. This room does not treat those booking fields as required.

Sources and go deeper

Checked links were opened this month. A confirm row has no address because that page was not opened.

sources.json for this page.