Which Webex Contact Center APIs does ResolveCX use?

The Webex CC REST API for task and customer data, the Desktop Widget SDK for the in-desktop panel, and Webex Connect webhooks for mid-flow case creation. All access is granted through Cisco's OAuth 2.0 integration model and administered in Webex Control Hub.

Do agents need a separate ResolveCX login inside the Webex Agent Desktop?

No. The widget inherits the agent's session through the Desktop Widget SDK context, so agents authenticate once into Webex CC and the ResolveCX panel loads with their identity mapped to a ResolveCX role.

Can a complaint case be raised from an abandoned IVR call?

Yes. A Webex Connect flow node can fire a webhook to ResolveCX at any decision point, including abandonment branches. That creates a case with the dialled number, queue and IVR path even though no agent ever handled the contact.

How does the DISP eight-week clock interact with Webex task timestamps?

ResolveCX anchors every regulatory deadline to the created-time of the Webex task that opened the case. If the FCA or the Financial Ombudsman Service later asks when the complaint was first received, the answer is the Webex event timestamp, not a manually keyed date.

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Webex CC Widget & API Integration

Cisco Webex Contact Center Integration

Connect ResolveCX to Cisco Webex Contact Center through the Webex CC REST API and Desktop Widget SDK. Agents handle complaints inside their existing Webex desktop while FCA DISP deadlines run against the original task timestamp.

Webex CC REST APIsDesktop Widget SDKOAuth 2.0 via Control HubFCA DISP Timelines

Cisco Webex + ResolveCX

Cases created from IVR and queue events

Case panel in the agent desktop

Governed front-to-back-office handover

Compliance deadline tracking built in

Capabilities are configurable. Contact us to discuss your setup.

How it works

Four ways ResolveCX and Cisco Webex work together

01Authentication

OAuth 2.0 connection to the Webex CC REST API

The connection is authorised through Cisco's OAuth 2.0 flow on the Webex developer platform. An administrator grants ResolveCX a scoped integration token, so no shared passwords or static API keys sit in either system. Token refresh, scope review and revocation happen entirely from Webex Control Hub.

02Events

Call, chat and email task events drive the case record

Webex Contact Center emits task events for voice calls, web chats and email interactions. ResolveCX subscribes to these and maps each task to a complaint case: the originating queue, wrap-up outcome and transcript reference travel with the record. Webex Connect flow nodes can additionally raise a webhook mid-flow, so a caller who abandons in the IVR still produces a trackable case.

03Desktop Widget SDK

A widget in the Webex CC agent desktop, not a second screen

Cisco's Desktop Widget SDK lets ResolveCX render directly inside the Agent Desktop layout JSON. The widget receives the active interaction context, performs a customer lookup, and shows open complaints, the FCA DISP clock and next-step prompts while the caller is still on the line.

04FCA DISP

Built for FCA DISP eight-week timelines

Financial services firms running Webex CC use ResolveCX to enforce DISP rules: the summary resolution communication window, the eight-week final response deadline, and referral rights to the Financial Ombudsman Service. Each deadline is anchored to the timestamp of the originating Webex task, giving auditors an unbroken chain from first ring to final letter.

05Scope

Known limitations and setup notes

The integration targets Webex Contact Center (cloud). On-premises Cisco UCCE/UCCX estates use a different approach and are quoted separately. Historical interactions created before the connection was authorised are not back-filled automatically. Detailed Control Hub configuration steps are walked through during onboarding.

Common questions

Questions about Cisco Webex and ResolveCX

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