# Using the Webex Contact Center Supervisor Desktop

For Contact-centre supervisors managing teams and monitoring interactions in the Webex Contact Center Supervisor Desktop.

Canonical: https://warmtransfer.net/guides/webex-cc-supervisor-desktop-user-guide

Last verified: 2026-09-23

The Webex Contact Center Supervisor Desktop provides a unified browser workspace to supervise agents, monitor live queues, and review team performance[^36][^59]. This guide steps through authenticating, setting availability, supervising queues and agents, monitoring live calls, and signing out[^45][^26][^51].

## Before you start

- Ensure you have the sign-in URL supplied by your administrator[^48].
- Verify that your user profile has been provisioned with the appropriate supervisory role and permissions[^1][^44].
- If you intend to handle audio via an extension or dial number, ensure that endpoint is active and reachable[^41].

## What changes by situation

- Which role are you signing in as? Supervisor only: I manage agents but do not take contacts myself; Supervisor and Agent: I manage agents and also handle contacts as an agent.
- How will you handle calls? Desktop: audio in my browser with a headset; Extension: an internal extension configured by an administrator; Dial Number: an external or mobile phone number.

## Step 1: Check your browser

### Do
Agent and Supervisor Desktop require Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later[^9]. In browser settings, enable cookies, site data, images, and JavaScript[^8]. Disable the pop-up blocker for the desktop address and set browser zoom to 100 percent[^8]. Note that WebRTC audio is not supported when running inside Virtual Desktop Infrastructure (VDI)[^60].

### What you should see
Open the About page in your browser to confirm the version meets or exceeds the minimum required version[^9].

## Step 2: Open the desktop and authenticate

### Do
Enter the desktop URL provided by your administrator into the browser address bar[^48]. Use only a single browser tab or window, as the desktop cannot run across multiple tabs or browsers concurrently[^43]. Enter your email address and click Sign In, then enter your password and click Sign In[^39]. If you need a password reset, selecting Forgot Password sends a 6-digit confirmation code to your email[^39].

### What you should see
Verify that the sign-in preferences screen loads[^41]. If prompted regarding an existing active session, close any other open desktop browser tabs[^43].

### Rollback
Suggested rollback: Close the browser tab before completing the sign-in sequence.

## Step 3: Choose your role

**Supervisor only: I manage agents but do not take contacts myself**

### Do
In the Role drop-down list, select Supervisor[^44].

### What you should see
Suggested check: Confirm that Supervisor is selected in the Role drop-down list. If no Role field is visible, your profile is assigned to a single role[^44].

### Rollback
Sign out via User Profile at the top right and sign in again with the alternate role[^51].

**Supervisor and Agent: I manage agents and also handle contacts as an agent**

### Do
In the Role drop-down list, select Supervisor and Agent[^44].

### What you should see
Verify that the Team drop-down list appears on the interface[^46]. If the Role field does not appear, your user account is provisioned for only one role[^44].

### Rollback
Sign out via User Profile at the top right and re-authenticate as Supervisor[^51].

## Step 4: Choose how you handle calls

**Desktop: audio in my browser with a headset**

### Do
Under Handle calls using, choose Desktop[^49]. Calls will run over WebRTC directly in the browser and require no additional telephony input[^49]. If you want the browser to bypass this screen on subsequent logins, check Don't show this again[^40].

### What you should see
Verify that no telephone number or extension fields are prompted[^49]. If operating inside VDI, choose Extension or Dial Number instead, because WebRTC is unsupported in VDI environments[^60].

### Rollback
To modify this selection later, open User Profile > Profile Settings > Handle calls using when no active tasks, monitoring sessions, interactions, or incoming requests exist[^11][^10].

**Extension: an internal extension configured by an administrator**

### Do
Under Handle calls using, select Extension and pick your assigned pre-validated extension from the options provided[^41]. Optionally, check Don't show this again to save sign-in preferences[^40].

### What you should see
Verify that your extension number appears in the field[^41]. If the Extension option is absent, your administrator has not configured a pre-validated extension for your profile[^41].

### Rollback
Open User Profile > Profile Settings > Handle calls using, select an alternate telephony option, and click Save followed by Confirm while no tasks or monitoring sessions are running[^11][^10].

**Dial Number: an external or mobile phone number**

### Do
Under Handle calls using, select Dial Number and enter a validated telephone number[^41]. For international numbers, enter a + followed by the country code and number[^42]. Optionally, check Don't show this again[^40].

### What you should see
Verify that the entered number passes input validation without error[^41].

### Rollback
Open User Profile > Profile Settings > Handle calls using > Dial Number, enter new details, and click Save then Confirm when free of active tasks or monitoring sessions[^11][^10].

## Step 5: Pick your team and finish signing in

**Supervisor only: I manage agents but do not take contacts myself**

### Do
Click Save & Continue[^45]. No Team drop-down list appears for this role[^46].

### What you should see
Verify that the desktop opens and displays configured home page widgets[^45].

### Rollback
Sign out of the desktop by opening User Profile at the top right and clicking Sign Out[^51].

**Supervisor and Agent: I manage agents and also handle contacts as an agent**

### Do
Select your team from the searchable Team drop-down list[^46]. Click Save & Continue to proceed[^45]. Do not clear the selection before submitting, as an empty team submission triggers a sign-in failure while leaving the button active[^47].

### What you should see
Verify that the home page displays its configured widgets[^45]. If an error occurs, re-select an assigned team and submit again[^47].

### Rollback
Sign out of the desktop by opening User Profile at the top right and clicking Sign Out[^51].

## Step 6: Configure navigation and landing preferences

### Do
Navigate to Monitor in the navigation pane to view Overview, Queues, Interactions, Team Performance, and Topics[^21]. To specify which screen appears upon authentication, click User Profile in the horizontal header, choose Profile Settings, pick your page under Landing preferences, and click Save[^32][^16].

### What you should see
Verify that your user profile shows the teams you manage and the role you authenticated as[^31]. If you lack access permissions for your assigned landing screen, Supervisor Desktop redirects you automatically to the next accessible page in your hierarchy[^19].

### Rollback
Return to User Profile > Profile Settings, select a different page under Landing preferences, and click Save[^16].

## Step 7: Set your own availability

**Supervisor only: I manage agents but do not take contacts myself**

### Do
Skip this step: supervisors without an agent persona do not receive incoming customer contacts[^44].

### What you should see
A supervisor who signs in without an agent persona receives no incoming customer contacts[^44].

**Supervisor and Agent: I manage agents and also handle contacts as an agent**

### Do
Your session starts by default in the Idle state[^14]. To start receiving contacts, select Available from the state drop-down menu or search[^30]. Configure availability across all channels simultaneously, or toggle Voice, Chat, Email, and Social independently if granular controls are active, and click Apply[^13][^30].

### What you should see
Confirm that your header state reflects Available across the selected channels[^30].

### Rollback
Select Idle, choose an administrator-configured reason code, and click Apply[^30][^55].

## Step 8: Supervise queues

### Do
Select Monitor > Queues to view real-time statistics including waiting contacts, handle times, available and idle agent counts, RONA, and abandon metrics[^34]. Adjust displayed columns as necessary[^34]. If permitted by your Additional Supervisory privileges, click View for queue details, or Manage agents to modify agent assignments on agent-based queues[^1][^33].

### What you should see
Confirm that queues displayed belong only to teams you manage and currently have at least 1 active contact[^35]. A queue drops off the list after midnight tenant time once its contacts are completed[^35].

### Rollback
Open Manage agents on the queue to restore original agent memberships[^33].

## Step 9: Review team performance and message an agent

### Do
Select Monitor > Team performance and switch between the Live tab for ongoing agent status and the History tab for completed tasks[^58]. To communicate with an individual agent, open the chat from their Actions column and enter a message up to 1000 characters[^20].

### What you should see
Verify that the Team Performance Details table presents live updates with agent names, state durations, per-channel status, telephony numbers, sites, teams, skill profiles, and login times[^56][^59].

## Step 10: Change an agent's state

### Do
On the Team performance view, click the ellipsis (...) in the target agent's Actions column, select Manage channel availability > Change agent state, pick the state, and click Apply[^54].

### What you should see
Confirm that an information icon (i) appears next to the agent's status timer, which indicates your name upon hover[^53]. If the state change is rejected, the agent is actively engaged with a customer and you must wait until the contact finishes[^52].

### Rollback
Select the agent's ellipsis (...), open Manage channel availability > Change agent state, choose their preceding state, and click Apply[^54].

## Step 11: Listen to an active call

### Do
Navigate to Monitor > Interactions and open the Active tab[^15][^26]. Select the call, click View in the Actions column, and select Listen[^26]. When the monitoring request pop-over appears on your endpoint, answer the call[^25]. Use the Pause control to temporarily mute audio and Resume to restore it[^24].

### What you should see
Verify that the monitoring control pane appears and you can silently hear the call audio[^25]. Note that a supervisor can monitor only 1 agent at a time[^23]. If the agent transfers the call to a different team or queue, monitoring automatically terminates[^27].

### Rollback
Click End Listen in the monitoring control pane to terminate the session[^12].

## Step 12: Barge into a monitored call

### Do
While actively listening to an unpaused call, click Barge In[^6][^4]. Speak to join the conversation with the agent and customer[^5]. When finished, click End Listen to leave the call[^12].

### What you should see
Verify that your microphone un-mutes and you are bridged into the live conversation[^5]. Barge In is prevented if another supervisor is already monitoring, if the agent is engaged in a consult call, if the session is currently paused, or if your telephony endpoint has disconnected[^4][^7].

### Rollback
Barge-in audio cannot be un-broadcast to participants; click End Listen to disconnect your leg from the call[^12].

## Step 13: Sign an agent out

### Do
On Monitor > Team performance, click the sign-out icon in the Actions column for the target agent, select Sign Out Agent, and confirm by clicking Sign Out in the pop-up dialog[^3].

### What you should see
Confirm that the agent is signed out from the team view[^3]. Sign-out cannot be performed if the agent is actively handling a contact, is in wrap-up, or holds accepted asynchronous tasks such as email[^2].

## Step 14: Sign out of Supervisor Desktop

### Do
Conclude all active calls and monitoring sessions[^50]. Change your availability state to Idle[^51]. Click your User Profile in the top-right corner of the horizontal header and click Sign Out[^32][^51].

### What you should see
Verify that the session terminates and returns to the sign-in screen[^48]. The desktop will prevent sign-out attempts while any interaction or monitoring task remains active[^50].

### Rollback
Suggested rollback: Enter your credentials at the sign-in page to start a new session.

## See also
- [Using the Webex Contact Center Agent Desktop](https://warmtransfer.net/knowledge/webex-cc-agent-desktop-user-guide)
- [What a supervisor can do and what is recorded of it](https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop)

## Applicability
Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Supervisor Desktop, and Cisco Webex Contact Center Agent Desktop. Deployments: multi-tenant. Sources checked 2026-09-23. - Cisco enhanced Supervisor Desktop with a redesigned workspace and landing pages on 2026-06-03[^36].
- Browser requirements specify Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later[^9].
- Granular Agent State Control by Media Type is administrator-controlled from 2026-04-30 until 2026-10-29, becoming generally available afterward[^13].
- Scheduled call monitoring capabilities became available on 2026-07-30[^38].

## What remains uncertain
- Whether a sent supervisor-to-agent chat message can be edited or retracted is not covered by the sources below.
- Whether an agent force sign-out can be undone or aborted once submitted is not covered by the sources below.
- The procedural steps to configure and trigger scheduled call monitoring sessions are not covered by the sources below.
- The specific list of available agent states that a supervisor is authorized to select when changing another agent's state is not covered by the sources below.
- Whether a whisper coach function exists alongside the Listen and Barge In controls is not covered by the sources below.

## Sources

[^1]: Which supervisory functions a supervisor can use in Supervisor Desktop is granted by an administrator through the Additional Supervisory access setting in the supervisor's user profile. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access > Supervisory and desktop permissions for supervisors > Additional Supervisory. Checked 2026-09-23.
[^2]: A supervisor cannot sign out an agent who is interacting with a customer, is in wrap-up, or holds accepted asynchronous tasks such as email. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Sign out agents > restrictions. Checked 2026-09-23.
[^3]: To sign an agent out, the supervisor clicks the sign-out icon in the Actions column on Monitor > Team performance, clicks Sign Out Agent, and confirms with Sign Out in the Confirm Sign Out pop-up. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Sign out agents procedure. Checked 2026-09-23.
[^4]: Barge In is unavailable when the call is already monitored by another supervisor, when the agent is in a consultation call, or while monitoring is paused. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > barge in > restrictions. Checked 2026-09-23.
[^5]: Clicking Barge In turns the supervisor's microphone on and makes them a participant in the call. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > barge in. Checked 2026-09-23.
[^6]: A supervisor can barge in only after they have successfully started listening to the call. Source: [Manage and monitor interactions](https://help.webex.com/en-us/article/xceh0k), Manage and monitor interactions > barge in. Checked 2026-09-23.
[^7]: Barge In is not available when the supervisor's desktop telephony is disconnected. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > barge in > note. Checked 2026-09-23.
[^8]: The desktop needs cookies and site data, images and JavaScript enabled and the pop-up blocker disabled, and works best at 100 percent browser zoom. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt), System requirements > browser settings; screen resolution. Checked 2026-09-23.
[^9]: Agent and Supervisor Desktop require Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt), System requirements > supported browsers. Checked 2026-09-23.
[^10]: The dial number or extension can be changed only when there are no active tasks, monitoring sessions, interactions or incoming task requests. Source: [Change your dial number or extension in Supervisor Desktop](https://help.webex.com/article/bclez0/Change-your-dial-number-or-extension-in-Supervisor-Desktop), Change your dial number or extension in Supervisor Desktop > before you begin. Checked 2026-09-23.
[^11]: After sign-in, the supervisor changes their dial number or extension from User Profile > Profile Settings by choosing Dial Number or Extension under Handle calls using, entering the value, and clicking Save then Confirm. Source: [Change your dial number or extension in Supervisor Desktop](https://help.webex.com/article/bclez0/Change-your-dial-number-or-extension-in-Supervisor-Desktop), Change your dial number or extension in Supervisor Desktop > procedure steps 1-4. Checked 2026-09-23.
[^12]: Clicking End Listen ends the monitoring activity and disconnects the supervisor from the call, including after a barge-in. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > end monitoring. Checked 2026-09-23.
[^13]: Granular Agent State Control by Media Type, released 2026-04-30, lets agents and supervisors handle Voice, Chat, Email and Social states independently, is enabled by an administrator Control Hub toggle until 2026-10-29, and becomes generally available after that date. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), What's new > April 30, 2026 > Granular Agent State Control by Media Type. Checked 2026-09-23.
[^14]: Idle is the default state when an agent signs in. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-for-Webex-Contact-Center), Understand agent states > Idle. Checked 2026-09-23.
[^15]: The Interactions page has an Active tab for ongoing interactions, a Queued tab for interactions awaiting assignment, and a Completed tab for finished interactions in wrap-up. Source: [Manage and monitor interactions](https://help.webex.com/en-us/article/xceh0k), Manage and monitor interactions > interaction tabs. Checked 2026-09-23.
[^16]: To set a landing page, the supervisor opens User Profile > Profile Settings, picks a page from the Landing preferences landing screen drop-down list, and clicks Save; the options offered depend on the role and access privileges. Source: [Set your landing page in Supervisor Desktop](https://help.webex.com/article/nax4wmy/Set-your-landing-page-in-Supervisor-Desktop), Set your landing page in Supervisor Desktop > procedure steps 1-3. Checked 2026-09-23.
[^17]: The default landing page assigned to supervisors is Monitor > Overview (disputed). Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop > default landing page list. Checked 2026-09-23.
[^18]: The default landing page assigned to supervisors is Monitor > Queues (disputed). Source: [Set your landing page in Supervisor Desktop](https://help.webex.com/article/nax4wmy/Set-your-landing-page-in-Supervisor-Desktop), Set your landing page in Supervisor Desktop > default landing page. Checked 2026-09-23.
[^19]: If the supervisor lacks permission for their assigned default page, Supervisor Desktop redirects them to the next available page in their access hierarchy. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop > default landing page. Checked 2026-09-23.
[^20]: From the Actions column on Team Performance Details the supervisor can open a chat and send an agent a one-on-one message of up to 1000 characters. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Send a message. Checked 2026-09-23.
[^21]: The Monitor section of the Supervisor Desktop navigation pane contains Overview, Queues, Interactions, Team Performance and Topics. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop > navigation pane > Monitor. Checked 2026-09-23.
[^22]: With Granular Agent State Control by Media Type, monitoring and barging controls are managed only from the Interactions page and are no longer in the Team Performance widget (disputed). Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), What's new > April 30, 2026 > Granular Agent State Control by Media Type. Checked 2026-09-23.
[^23]: A supervisor can monitor only one agent at a time. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > restrictions. Checked 2026-09-23.
[^24]: During monitoring, Pause temporarily mutes the monitored call audio and Resume continues listening. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > pause and resume. Checked 2026-09-23.
[^25]: After Listen, a monitoring request pop-over appears; once the supervisor answers the call, the monitoring control pane appears and they hear the live conversation as a silent participant. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > procedure step 6 and result. Checked 2026-09-23.
[^26]: To monitor a call, the supervisor opens Monitor > Interactions, selects the interaction on the Active tab, clicks View in the Actions column, and clicks Listen in the interaction details. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > procedure steps 1-5. Checked 2026-09-23.
[^27]: If the agent transfers the monitored call to a different team or queue, the monitoring session ends automatically. Source: [Manage and monitor interactions](https://help.webex.com/en-us/article/xceh0k), Manage and monitor interactions > monitoring restrictions. Checked 2026-09-23.
[^28]: The current Supervisor Desktop monitoring articles describe Listen, Pause, Resume, Barge In and End Listen and no whisper or coach control (inferred). Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb), Monitor agents on a call > whole article; read with Manage and monitor interactions. Checked 2026-09-23.
[^29]: A supervisor signed in with the Supervisor and Agent role sets their own agent availability with the same state control the agent article describes (inferred). Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-for-Webex-Contact-Center), Understand agent states > set your availability; read with Sign in to Supervisor Desktop step 4. Checked 2026-09-23.
[^30]: An agent sets their own availability by choosing a state from the drop-down or search, either for all channels at once or per channel (Voice, Chat, Email, Social) with toggles, and clicking Apply. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-for-Webex-Contact-Center), Understand agent states > set your availability. Checked 2026-09-23.
[^31]: The supervisor's user profile shows the teams they manage, the role they are signed in as, landing-page customisation and keyboard shortcuts. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop > user profile section. Checked 2026-09-23.
[^32]: The User Profile control sits in the desktop's horizontal header, and Profile Settings is opened from User Profile. Source: [Set your landing page in Supervisor Desktop](https://help.webex.com/article/nax4wmy/Set-your-landing-page-in-Supervisor-Desktop), Set your landing page in Supervisor Desktop > procedure step 1. Checked 2026-09-23.
[^33]: Depending on user-profile privileges, the Queues page offers View for queue-level detail and Manage agents to add or remove agents on agent-based queues only. Source: [Supervise and manage Contact Center queues](https://help.webex.com/en-us/article/b1qhidb/Supervise-and-manage-Contact-Center-queues), Supervise and manage Contact Center queues > actions. Checked 2026-09-23.
[^34]: Queue statistics are reached from Monitor > Queues, which lists real-time metrics per queue such as waiting contacts, average wait and handle times, available and idle agents, RONA and abandoned interactions, with configurable columns. Source: [Supervise and manage Contact Center queues](https://help.webex.com/en-us/article/b1qhidb/Supervise-and-manage-Contact-Center-queues), Supervise and manage Contact Center queues > Queue statistics. Checked 2026-09-23.
[^35]: A supervisor sees only the queues assigned to the teams they manage, and a queue appears only while it has at least one active contact, dropping off after midnight tenant time once its contacts are completed. Source: [Supervise and manage Contact Center queues](https://help.webex.com/en-us/article/b1qhidb/Supervise-and-manage-Contact-Center-queues), Supervise and manage Contact Center queues > visible queues. Checked 2026-09-23.
[^36]: On 2026-06-03 Cisco released an enhanced Supervisor Desktop with a reorganised unified workspace, customisable landing pages and granular role-based access control. Source: [What's new for supervisors in Webex Contact Center](https://help.webex.com/en-us/article/o6f77s/What's-new-for-supervisors-in-Webex-Contact-Center), What's new for supervisors > June 3, 2026 > Enhanced Supervisor Desktop. Checked 2026-09-23.
[^37]: Supervisor Desktop can be signed in to as supervisor only, as supervisor and agent, as a licensed administrator or as an unlicensed administrator. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop > sign-in roles. Checked 2026-09-23.
[^38]: Since 2026-07-30 supervisors can schedule call monitoring sessions in advance from Supervisor Desktop, targeting a queue, team or agent, with recurring schedules. Source: [What's new for supervisors in Webex Contact Center](https://help.webex.com/en-us/article/o6f77s/What's-new-for-supervisors-in-Webex-Contact-Center), What's new for supervisors > July 30, 2026 > Schedule Call Monitoring from Supervisor Desktop. Checked 2026-09-23.
[^39]: The supervisor enters their email address and clicks Sign In, then enters their password and clicks Sign In; a Forgot Password link sends a six-digit confirmation code to the email address. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure steps 2 and 3. Checked 2026-09-23.
[^40]: Checking Don't show this again at sign-in turns on automatic sign-in for later sessions; the browser saves the chosen preferences either way. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 6. Checked 2026-09-23.
[^41]: At sign-in the Handle calls using drop-down offers Desktop, Extension (chosen from pre-validated extensions where configured) and Dial Number (a validated number that may be entered in international format). Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 5 (Handle calls using). Checked 2026-09-23.
[^42]: A dial number entered at sign-in in international format takes the form + followed by the country code and the phone number. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 5 > Dial Number. Checked 2026-09-23.
[^43]: Supervisor Desktop cannot be used in more than one browser or tab at the same time, and a prompt appears if the supervisor tries. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > before you begin. Checked 2026-09-23.
[^44]: At sign-in the Role drop-down list offers Supervisor (supervisor tasks only) and Supervisor and Agent, and the field appears only when the user's profile is configured for both roles. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 4 (Role). Checked 2026-09-23.
[^45]: Sign-in is completed by clicking Save & Continue, after which the home page displays the configured widgets. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 8 and following result. Checked 2026-09-23.
[^46]: The Team drop-down list at sign-in, which can be searched, is available only when the Supervisor and Agent role is selected. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 7 (Team). Checked 2026-09-23.
[^47]: Known issue: clearing the team selection does not disable Save & Continue, and submitting with no team causes a sign-in error, so a valid team must be selected before continuing. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > known issues note. Checked 2026-09-23.
[^48]: To sign in to Supervisor Desktop, the supervisor enters the URL provided by their administrator in the browser address bar. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 1. Checked 2026-09-23.
[^49]: Choosing Desktop under Handle calls using carries calls over WebRTC in the browser and requires no further input. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > procedure step 5 > Desktop. Checked 2026-09-23.
[^50]: A supervisor cannot sign out of Supervisor Desktop while a conversation or a monitoring task is active. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > sign out paragraph note. Checked 2026-09-23.
[^51]: To sign out of Supervisor Desktop, the supervisor changes their availability to Idle, clicks their User Profile at the top right of the desktop, and selects Sign Out. Source: [Sign in to Supervisor Desktop](https://help.webex.com/en-us/article/lc7emx/Sign-in-to-Supervisor-Desktop), Sign in to Supervisor Desktop > sign out paragraph. Checked 2026-09-23.
[^52]: A supervisor cannot change an agent's state while the agent is actively interacting with a customer and must wait until the interaction completes. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Change agent state > note. Checked 2026-09-23.
[^53]: After a supervisor changes an agent's state, an information icon (i) appears next to the status timer, and hovering over it shows who made the change. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Change agent state > result. Checked 2026-09-23.
[^54]: To change an agent's state, the supervisor clicks the ellipsis (...) in the Actions column, selects Manage channel availability > Change agent state, chooses a state from the list, and clicks Apply. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Change agent state procedure. Checked 2026-09-23.
[^55]: Webex Contact Center agent states include Available, Idle (with administrator-configured idle reason codes), Reserved, Engaged, Engaged Other, Wrap-Up and RONA. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states-for-Webex-Contact-Center), Understand agent states > agent availability states. Checked 2026-09-23.
[^56]: The Team Performance Details table shows each agent's name, agent state duration, per-channel status for voice, chat, email and social, phone number, site, team, skill profile, dynamic skills, sign-in time and an Action column. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Team Performance Details > columns table. Checked 2026-09-23.
[^57]: The Actions column on Team Performance Details includes a Listen icon for silently monitoring an agent's call, where administrator privileges allow (disputed). Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Actions column. Checked 2026-09-23.
[^58]: Team performance is reached from Monitor > Team performance, which has a Live tab and a History tab. Source: [Supervise your agents and teams](https://help.webex.com/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams > Team Performance Details. Checked 2026-09-23.
[^59]: The Team Performance Details page gives live updates about an agent and a consolidated view of their performance. Source: [Understand Supervisor Desktop user interface](https://help.webex.com/en-us/article/nbgsy8x/Understand-Supervisor-Desktop-user-interface), Understand Supervisor Desktop user interface > team management. Checked 2026-09-23.
[^60]: WebRTC is not supported in Virtual Desktop Infrastructure (VDI), although the desktop itself works with third-party VDI solutions. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt), System requirements > WebRTC. Checked 2026-09-23.