00 · Header

AI Quality Management in Control Hub

T9-R04. AI Quality Management is a paid add-on. Administrators turn features on under Contact Center, AI Features. The FAQ on the getting-started page says English only for now. [cite:5] [cite:6]

01 · TL;DR

Five lines, then why it matters

• Required SKUs printed on both articles: A-FLEX-AI-QM, or the bundle A-FLEX-AI-QMMB. [cite:5] [cite:6]
• Features can be organization, queue, or agent scoped. [cite:5]
• The getting-started page lists automated evaluations, sentiment, coaching insights, an agent performance dashboard, and Analyzer reports. [cite:6]
• The FAQ says the features are visible only to customers who paid, and an administrator can leave a feature off. [cite:6]
• That same FAQ says AI Quality Management supports English only for now. [cite:6]

02 · Map

Add-on, then a toggle

Purchase, then Services, Contact Center, AI Features under Desktop Experience. Users also need AI Assistant in the desktop experience of their user profile. [cite:5]

03 · Core

What the opened pages say

6m6r3fb says features are configured at organization, queue, or agent level. Prerequisites are the add-on SKU and AI Assistant access on the user profile’s Desktop Experience. [cite:5]

The feature table: Evaluation and Speech Analytics is organization scope. Coaching Insights is organization scope. Sentiment analysis, marked as also part of the AI Assistant SKU, is queue scope and classifies completed interactions as positive, neutral, or negative. Auto CSAT is agent scope. Real-time transcriptions are queue scope. The asterisk says those three are part of the AI Assistant SKU as well. [cite:5]

nvtdfxk says Auto CSAT and real-time transcriptions are included in the AI Quality Management SKU and can be enabled from Control Hub. The FAQ says if the organization subscribed and a feature is still missing, the administrator may have left it off. Language: English only for now. [cite:6]

Coaching insights, on i8lp6i, are generated from historical interaction data, quality results, and performance metrics so a supervisor can prepare a coaching discussion. [cite:9]

The Assistant article nvvv1zb also names sentiment analysis. It is a desktop add-on article, not this quality-form article. T8-R05 already separates the icon from the agent. [cite:10]

04 · Ecosystem

Ecosystem and sister technologies

A-FLEX-AI-QM

The AI Quality Management add-on SKU printed on 6m6r3fb and nvtdfxk. [cite:5]

A-FLEX-AI-QMMB

The AI Quality Management and AI Assistant bundled SKU. [cite:6]

Sentiment class

Positive, neutral, or negative for a completed interaction, in the enablement table. [cite:5]

Coaching insights

Recommendations from historical interaction data, quality results, and performance metrics. [cite:9]

English only

The getting-started FAQ’s current language line. [cite:6]

Sister-technology matrix

Integration edges

05 · Flow

Order of operations

1. Confirm the SKU. [cite:6]
2. Open Services, Contact Center, AI Features. [cite:5]
3. Turn on the org features you mean to use, then Save.
4. For transcription on every queue in a flow, add Start Media Stream after AgentAnswered and publish. [cite:5]
5. For a custom layout, add the ai-assistant component. Global layout already shows the Assistant. [cite:5]

06 · Config

Clicks the articles print

• Evaluations: Org level settings, turn on Evaluations and speech analytics, Save. [cite:5]
• Coaching insights: Org level settings, turn on, Save. Supervisors then enable teams and KPI thresholds. [cite:5]
• Sentiment: Queue level settings. The same numbered steps also mention applying to all queues or selected queues and a generate-summaries toggle. This room does not rename that toggle. [cite:5]
• Auto CSAT: enable call recording first. Queue level settings. Experience Management surveys or a global variable can train the model. [cite:5]
• Real-time transcription on a custom layout needs visibility RT_TRANSCRIPT for agent, supervisor, and agent-supervisor. [cite:5]

07 · Limits

Limits the articles state

08 · Trouble

Trouble

09 · Self-question

Oral ladder

10 · Lab

Read it back

• Write the Control Hub path from memory, then check 6m6r3fb.
• List org-scoped versus queue-scoped features from the table.
• Find AgentAnswered on a practice flow sketch and place Start Media Stream after it. Do not publish against a live tenant from this lab.

11 · Quiz

Quiz

12 · Audio

Read-along uses the page

13 · Interview

Oral-ready

30 seconds. AI Quality Management is the paid add-on A-FLEX-AI-QM or the bundle. Turn it on under Contact Center, AI Features. English only, for now. [cite:5] [cite:6]

2 minutes. Evaluations and coaching are organization settings. Sentiment and transcription are queue settings. Auto CSAT needs recording. A custom layout needs the ai-assistant component and, for transcripts, RT_TRANSCRIPT. I do not treat a missing icon as a broken phone. [cite:5]

14 · Citations

Ledger

Opened 2026-10. Mirrors cites/T9-R04.md.

1. Basic WFM and QM Offerings on Webex WFO, help.webex article nmzg380, header August 13, 2025. Basic WFM and Basic QM. Forecasting across voice, digital, and back-office. MyTime, shift bidding, multi-skill scheduling, intraday, real-time adherence, and the QM table that compares Basic QM with existing QM.
2. Enable AI Quality Management Features in Control Hub, help.webex article 6m6r3fb, header July 24, 2026. Path: Services, Contact Center, AI Features under Desktop Experience. Org, queue, and agent scopes. SKUs A-FLEX-AI-QM and A-FLEX-AI-QMMB.
3. Get Started with AI Quality Management, help.webex article nvtdfxk, header July 24, 2026. Paid add-on. English only in the FAQ on that page. Auto CSAT and real-time transcriptions are included in the AI Quality Management SKU.
4. Use Coaching Insights, help.webex article i8lp6i, header March 26, 2026. Insights come from historical interaction data, quality results, and performance metrics.
5. Cisco AI Assistant for Webex Contact Center, help.webex article nvvv1zb, header October 06, 2026. Summaries, wellness breaks, real-time transcripts, Auto CSAT, Topic Analytics, Real-time Assist, and sentiment analysis are named on the page.

15 · Re-engineer later

Open

• The sentiment enablement steps mention a generate-summaries control. This room does not reinterpret that control.
• Non-English support is described as coming later. No date is copied because the FAQ does not print one.