What’s New in January 2026: Enhanced Audit Log Experience, Real-Time Visibility for Webex Contact Center and More

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The new year kicks off with powerful feature updates designed to enhance performance, improve clarity, and give teams even more control over their call analytics and reporting. From UX upgrades for Audit Logging for CUCM, UCCX, and Unity Connection to more customizable reporting in Webex Contact Center, this release is all about delivering faster insights and better experiences.

Here’s what’s new in January:

Navigate Audit Logs Faster with an Enhanced UX (CUCM, UCCX, Unity Connection)

The Audit Log feature gets a full refresh in this release. With a modernized user interface and backend storage enhancements, it's now faster, cleaner, and ready for larger environments.

What’s improved:

Revamped user experience and visual interface.
Database processing and storage for better performance.
More efficient searching, filtering, and log management.

The redesigned Audit Log interface is easier to use and better equipped to handle large-scale data, improving usability and long-term scalability.

Visualize CSQ Metrics in Real Time with Block View (Webex Contact Center)

Webex Contact Center users can monitor key CSQ performance metrics in a visual block-style layout.

What’s included:

Real-time CSQ metrics displayed in individual tiles.
Customizable layout to highlight the most important queues.
Rapid refresh rates for near-instant updates.

Contact center managers gain an immediate, easy-to-scan view of performance. When agents and queues are under pressure, fast interpretation means faster decisions.

Customize Reports with Flexible Label Sets (Webex Contact Center)

With Flexible Label Sets, you can rename report detail columns, search criteria, and call scenario labels to match your team’s terminology.

What’s possible:

Rename default field headers to reflect internal naming conventions.
Apply different label sets to different user groups or teams.
Bring consistency across platforms by aligning naming conventions.

If your team refers to departments or workflows by different terms than what the platform uses, this lets you create reports that make immediate sense.

Clarify Inbound Call Flow with Original Direction Tracking

Tracing inbound calls across multiple legs just got easier. A new column applies the original direction from the first leg of the call throughout the entire sequence.

What’s new:

“Original Direction” column shows first-leg direction across all legs.
Simplifies tracking of call flow, especially for long transfers or queues.
Makes it easier to see which agent handled the initial interaction.

This enhancement gives contact center teams more clarity when reviewing complex call paths, helping them ensure no call is misattributed.

Ready to See It in Action?

These updates reflect our ongoing focus, helping you unlock faster, smarter insights across all your communications platforms.

Want a guided walkthrough?

Book a demo with our team to see how these updates can transform your workflows.

Updated on

January 20, 2026

Published on

January 20, 2026

CUCM UCCX Webex Contact Center

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