Glossary

WxCC terminology, acronyms, and definitions used throughout this documentation. Key terms: WxCC (Webex Contact Center), CSQ (Contact Service Queue), Flow Designer, Entry Point, Agent Desktop, Virtual Agent, Dialogflow CX, DTMF, ASA, AHT, FCR, CSAT.

Term	Definition
WxCC	Webex Contact Center -- Cisco's cloud contact center platform
CSQ	Contact Service Queue -- UCCX equivalent of a WxCC queue
Entry Point	WxCC inbound channel definition (DID or chat endpoint)
Flow Designer	WxCC visual IVR/routing flow editor
Analyzer	WxCC reporting and analytics platform
Virtual Agent	AI-powered self-service bot (Webex AI Agent or Dialogflow CX)
Agent Assist	Real-time AI guidance for live agents
DTMF	Dual-Tone Multi-Frequency -- keypad input
ASA	Average Speed to Answer
AHT	Average Handle Time
FCR	First Call Resolution
CSAT	Customer Satisfaction Score
Phase 2A	Baseline UCCX->WxCC migration (feature parity, no AI)
Phase 2B	AI enhancement phase (Virtual Agent + Agent Assist)