Configuration · guide

Onboarding agents in Webex Contact Center

Verified 2026-09-30 · 56 sources · tier 2

For Webex Contact Center administrators configuring new agents in Control Hub..

A user's contact center licence together with their Control Hub role determines the default user profile, mapping Standard Agent to the Standard Agent profile and Premium Agent to the Premium Agent profile 23. To sign in, an agent opens the Agent Desktop URL provided by the administrator, chooses a calling preference from Handle calls using, and chooses a team 38.

Before you start

Webex Contact Center agents who use Webex devices (MPP phones) or Webex App as their endpoint need a valid Webex Calling subscription 3. Agent Desktop requires Chrome 144+, Microsoft Edge 144+ or Firefox 140+, and WebRTC is supported in Chrome, Edge and Firefox 2. The Agent Desktop display must be larger than 500 x 500 pixels, with browser zoom set to 100% 54. WebRTC is not supported when Agent Desktop runs in a Virtual Desktop Infrastructure (VDI) environment 49. The Desktop (WebRTC) option is not available to customers hosted in the Japan data center 50.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which contact center licence will the agent hold?

How will this agent's voice reach them?

Two questions. One permanent page you can send to your manager.

Step 1 Assign the contact center licence

Standard Agent

Do

Under user management, map the user to the Standard Agent contact center licence so their default user profile resolves to Standard Agent 23.

Verify

Confirm that the user's default user profile resolves to the predefined Standard Agent profile 23 31.

Rollback

Suggested rollback: Remove the Standard Agent licence from the user in Control Hub.

Premium Agent

Do

Under user management, map the user to the Premium Agent contact center licence so their default user profile resolves to Premium Agent 23. An agent counted as Premium at any point during a billing period is counted as 1 Premium licence for that period 33.

Verify

Confirm that the user's default user profile resolves to the predefined Premium Agent profile 23 31.

Rollback

Suggested rollback: Remove the Premium Agent licence or switch the user to Standard Agent in Control Hub. An agent counted as Premium at any point during a billing period is counted as 1 Premium licence for that period 33.

Step 2 Synchronize users to Webex Contact Center

Do

Under Services > Contact Center > User management > Contact center users, an administrator edits a user's user profile, teams, agent profile, multimedia profile, skill profile, default DN, and external ID 5.

Verify

Verify that the user appears under Services > Contact Center > User management > Contact center users 5.

Rollback

Suggested rollback: No rollback action is required for user synchronization.

Step 3 Create or choose the site

Do

Under Services > Contact Center > User Management > Sites > Create new site, create a site representing a physical contact center location, or select an existing site 41.

Verify

Suggested check: Verify that the site is listed and available for assignment.

Rollback

A site can only be deleted when it is in a deactivated state 42.

Step 4 Create an agent-based team

Do

Under Services > Contact Center > User Management > Teams, create a team of type Agent Based 47. Choose the parent site when the team is created, as it cannot be edited later 48. Optionally, attach a skill profile, a multimedia profile, or a desktop layout 46.

Verify

Confirm that the team type is Agent Based, as desktop layouts apply to agent-based teams only and multimedia profiles cannot be assigned to capacity-based teams 46.

Rollback

Suggested rollback: Delete the team or remove its assigned agents. A team's parent site is chosen when the team is created and cannot be edited later 48.

Step 5 Choose the multimedia profile

Standard Agent

Do

Under Services > Contact Center > Desktop experience > Multimedia profiles > Create Multimedia profiles, create a multimedia profile to define maximum concurrent contacts for Voice, Chat, Email, and Social channels in Blended, Blended Real-time, or Exclusive mode 28 27. A multimedia profile assigned to an individual agent overrides the team's multimedia profile, which in turn overrides the site's 29.

Verify

Confirm the assigned multimedia profile follows the precedence order where an individual agent profile overrides the team's multimedia profile, which overrides the site's profile 29.

Rollback

Suggested rollback: Reassign the previous multimedia profile at the agent, team, or site level 29.

Premium Agent

Do

Under Services > Contact Center > Desktop experience > Multimedia profiles > Create Multimedia profiles, create a profile that sets maximum concurrent contacts for Voice, Chat, Email, and Social in Blended, Blended Real-time, or Exclusive mode 28 27. A multimedia profile assigned to an individual agent overrides the team's multimedia profile, which in turn overrides the site's 29.

Verify

Confirm that the assigned multimedia profile establishes maximum concurrent contacts across channels in Blended, Blended Real-time, or Exclusive mode 27 29.

Rollback

Suggested rollback: Reassign the previous multimedia profile at the corresponding agent, team, or site level 29.

Step 6 Prepare the agent's station

A Webex Calling extension on an MPP phone or Webex App

Do

Ensure agents who use Webex devices (MPP phones) or Webex App as their endpoint have a valid Webex Calling subscription 3. When Webex App is embedded in Agent Desktop, agents still need the external, non-embedded Webex App to make and receive external calls 18.

Verify

Suggested check: Verify that the endpoint is powered on, registered, and can place and receive internal calls. On entry, the sign-in screen tries to match the short-form Extension to a registered Webex Calling endpoint 19.

Rollback

Suggested rollback: No contact center rollback is required; endpoint provisioning is managed in Webex Calling.

A dial number (DID, mobile, or PSTN)

Do

Select the target Dial Number, which is a free-form numeric entry that can be an enterprise DID, a mobile number, or a public PSTN number 11.

Verify

Suggested check: Place a test call to the target phone number from an outside line to confirm ringing and audio path.

Rollback

Suggested rollback: No contact center configuration changes to revert at this stage.

Browser softphone (WebRTC Desktop)

Do

Enable WebRTC in Control Hub under Services > Contact Center > Tenant Settings > Voice, WebRTC section 52. The Desktop (WebRTC) sign-in option is available to both Premium and Standard agents and needs no extra licence 51. Ensure Agent Desktop does not run in a Virtual Desktop Infrastructure (VDI) environment where WebRTC is not supported 49.

Verify

Confirm that the customer organization is not hosted in the Japan data center, where Desktop WebRTC support is unavailable 50. Confirm that the workstation network provides at least 100 kbps of bandwidth per call 55.

Rollback

Disable WebRTC in Control Hub under Services > Contact Center > Tenant Settings > Voice, WebRTC section 52.

Step 7 Build the desktop profile

A Webex Calling extension on an MPP phone or Webex App

Do

Under Services > Contact Center > Desktop experience > Desktop profiles > Create desktop profile, create a desktop profile across sections General settings, Idle/wrap-up Codes, Collaboration, Voice, Agent Statistics, and Desktop timeout 16. Under Voice, enable Extension 15. Set idle codes to All or Specific, and set wrap-up to Manual or Auto 14 17.

Verify

Confirm that Extension is enabled under the desktop profile's voice channel options 15.

Rollback

Suggested rollback: Edit the desktop profile to disable the Extension sign-in option.

A dial number (DID, mobile, or PSTN)

Do

Under Services > Contact Center > Desktop experience > Desktop profiles > Create desktop profile, create a desktop profile across sections General settings, Idle/wrap-up Codes, Collaboration, Voice, Agent Statistics, and Desktop timeout 16. Under Voice, enable Agent DN, and set DN validation to Provisioned DN or Unrestricted 15 13. Set idle codes to All or Specific, and set wrap-up to Manual or Auto 14 17.

Verify

Confirm that Agent DN is enabled with the desired DN validation setting under Voice 15 13.

Rollback

Suggested rollback: Edit the desktop profile to disable Agent DN or revert DN validation.

Browser softphone (WebRTC Desktop)

Do

Under Services > Contact Center > Desktop experience > Desktop profiles > Create desktop profile, create a desktop profile across sections General settings, Idle/wrap-up Codes, Collaboration, Voice, Agent Statistics, and Desktop timeout 16. Under Voice, enable Desktop 15. Set idle codes to All or Specific, and set wrap-up to Manual or Auto 14 17.

Verify

Confirm that Desktop is enabled under the voice channel options of the desktop profile 15.

Rollback

Suggested rollback: Edit the desktop profile to disable the Desktop voice option.

Step 8 Review tenant desktop settings

Do

Under Services > Contact Center > Tenant settings > Desktop, review tenant voice settings and enable Force Default DN to restrict agents to their provisioned default dial numbers 20.

Verify

Suggested check: Verify that tenant desktop voice settings and default DN enforcement match operational requirements.

Rollback

Suggested rollback: Restore the previous tenant desktop settings values.

Step 9 Confirm the user profile and role

Standard Agent

Do

Under Services > Contact Center > User management > Contact center users, assign the predefined Standard Agent profile or assign a custom user profile created under Services > Contact Center > User Management > Access > User Profiles 31 9 5.

Verify

Verify under Services > Contact Center > User management > Contact center users that the user profile field reflects Standard Agent or your custom profile 5.

Rollback

Suggested rollback: Reassign the user to the predefined Standard Agent user profile.

Premium Agent

Do

Under Services > Contact Center > User management > Contact center users, assign the predefined Premium Agent profile or assign a custom user profile created under Services > Contact Center > User Management > Access > User Profiles 31 9 5.

Verify

Verify under Services > Contact Center > User management > Contact center users that the user profile field reflects Premium Agent or your custom profile 5.

Rollback

Suggested rollback: Reassign the user to the predefined Premium Agent user profile.

Step 10 Configure the contact center user record

A Webex Calling extension on an MPP phone or Webex App

Do

Under Services > Contact Center > User management > Contact center users, edit the user's Desktop Settings to set teams and agent profile 5. Enable the Contact center enabled setting to control access to Agent Desktop and permit handling customer requests 4.

Verify

Confirm that Contact center enabled is toggled on to allow the user to access Agent Desktop 4.

Rollback

Turn off Contact center enabled to remove Agent Desktop access 4.

A dial number (DID, mobile, or PSTN)

Do

Under Services > Contact Center > User management > Contact center users, edit Desktop Settings to configure teams, agent profile, and the Default DN in E.164 format ([+][country code][number]) or IDD format 5 10. Enable the Contact center enabled setting to give the user access to Agent Desktop 4.

Verify

Confirm that Contact center enabled is on and Default DN contains the number in E.164 or IDD format 4 10.

Rollback

Clear Default DN and turn off Contact center enabled 4.

Browser softphone (WebRTC Desktop)

Do

Under Services > Contact Center > User management > Contact center users, edit Desktop Settings to assign teams and agent profile 5. Enable the Contact center enabled setting to give the user access to Agent Desktop 4.

Verify

Confirm that Contact center enabled is toggled on, allowing access to Agent Desktop 4.

Rollback

Turn off Contact center enabled to remove Agent Desktop access 4.

Step 11 First sign-in and test call

A Webex Calling extension on an MPP phone or Webex App

Do

Have the agent open the Agent Desktop URL provided by the administrator, choose Extension under Handle calls using, and choose a team from the Team drop-down 38 37. Once signed in, switch state from idle to Available before contacts are routed 21.

Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.

Verify

Suggested check: Place a test call to the agent's queue. Verify that the Extension matches the registered Webex Calling endpoint and the phone rings 3 19. Once wrap-up is complete and a wrap code is selected, verify the agent returns to available status on telephony 53.

Rollback

Suggested rollback: Have the agent set their state to Idle and sign out from User Profile 56.

A dial number (DID, mobile, or PSTN)

Do

Have the agent open the Agent Desktop URL provided by the administrator, choose Dial Number under Handle calls using, and choose a team from the Team drop-down 38 37. Once signed in, switch state from idle to Available before contacts are routed 21.

Verify

Suggested check: Place a test call to the agent's queue. Verify that the inbound call rings the dial number station 37. Once wrap-up is complete and a wrap code is selected, verify the agent returns to available status on telephony 53.

Rollback

Suggested rollback: Have the agent change state to Idle and sign out of Agent Desktop 56.

Browser softphone (WebRTC Desktop)

Do

Have the agent open the Agent Desktop URL provided by the administrator, choose Desktop from Handle calls using, grant browser microphone permissions if prompted, and choose a team from the Team drop-down 38 37 36. Once signed in, switch state from idle to Available before contacts are routed 21.

Verify

Suggested check: Place a test call to the agent's queue. Verify that Desktop softphone audio connects and, once wrap-up is complete and a wrap code is selected, the agent returns to available status on telephony 37 53.

Rollback

Suggested rollback: Have the agent set their state to Idle and sign out from User Profile 56.

Step 12 Account for licence consumption of the test

Do

Under named-agent licensing, 1 licence is counted for every agent who signs in to Webex Contact Center during the month, measured from the subscription billing date 30. Under concurrent-agent licensing, an agent is counted if signed in for at least 1 minute in each of 4 consecutive 15-minute sampling periods, and usage is the highest number of simultaneously signed-in agents 6. An agent counted as Premium at any point during a billing period is counted as 1 Premium licence for that period 33.

Verify

Confirm that the test sign-in reflects in licensing consumption based on named or concurrent licensing rules 30 6.

Rollback

Suggested rollback: Licence consumption from a sign-in under named licensing is not reversible within that monthly billing period.

Applicability

The Desktop (WebRTC) option is not available to customers hosted in the Japan data center 50. WebRTC is not supported when Agent Desktop runs in a Virtual Desktop Infrastructure (VDI) environment 49. Agent Desktop requires Chrome 144+, Microsoft Edge 144+ or Firefox 140+ 2. Applies to: Cisco Webex Contact Center. Deployments: multi-tenant. Sources checked 2026-09-30.

What remains uncertain

Whether Control Hub retains a Synchronize Users option in general settings is not covered by the sources below. The specific Webex Calling subscription tier required for contact center agents using extension endpoints is not covered by the sources below.

Sources

1
The tenant auto wrap-up interval ranges from 60,000 ms (1 minute) to 600,000 ms (10 minutes), and defaults to 0 (no automatic wrap-up).
Desktop settings for Webex Contact Center · Auto wrap-up section, Services > Contact Center > Tenant settings > Desktop · Checked 2026-09-30
2
Agent Desktop requires Chrome 144+, Microsoft Edge 144+ or Firefox 140+, and WebRTC is supported in Chrome, Edge and Firefox.
System requirements for Webex Contact Center Desktop · Browser requirements and WebRTC sections · Checked 2026-09-30
3
Agents who use Webex devices (MPP phones) or Webex App as their endpoint need a valid Webex Calling subscription.
Set up voice channels for Webex Contact Center · Verification of Webex Subscriptions and Licensing section · Checked 2026-09-30
4
The contact center user setting Contact center enabled controls whether the user can access Agent Desktop and handle customer requests.
Manage Contact Center Users · General settings, Contact center enabled · Checked 2026-09-30
5
Under Services > Contact Center > User management > Contact center users, an administrator edits a user's user profile, and under Desktop Settings their teams, agent profile, multimedia profile, skill profile, default DN and external ID.
Manage Contact Center Users · Edit a contact center user procedure, General and Desktop Settings · Checked 2026-09-30
6
Under concurrent-agent licensing, an agent is counted if signed in for at least one minute in each of four consecutive 15-minute sampling periods, and usage is the highest number of simultaneously signed-in agents.
Webex Contact Center license consumption and reporting · Concurrent agents section · Checked 2026-09-30
7
A CSV upload can add up to 1000 users to the organization for contact center access.
Ways to Add Users for Webex Contact Center · Bulk user addition via CSV section · Checked 2026-09-30
8
In the Control Hub user CSV, a Standard Agent licence is set with the column Webex Contact Center Standard set to TRUE, and a Premium Agent licence with the column Webex Contact Center Premium set to TRUE.
Ways to Add Users for Webex Contact Center · Bulk user addition via CSV section · Checked 2026-09-30
9
Custom user profiles are created in Control Hub under Services > Contact Center > User Management > Access > User Profiles with Create User Profile, choosing Full Access or Custom Access.
Manage access in Webex Contact Center · Create a user profile procedure · Checked 2026-09-30
10
A contact center user's default DN is entered in E.164 format ([+][country code][number]) or IDD format.
Manage Contact Center Users · Desktop Settings, Default DN · Checked 2026-09-30
11
A Dial Number is a free-form numeric entry that can be an enterprise DID (including Webex Calling or Microsoft Teams numbers), a mobile number or a public PSTN number; +E.164 format is typical but not mandatory.
Set up voice channels for Webex Contact Center · +E.164 Globalized Call Routing Support section · Checked 2026-09-30
12
Cisco's agent sign-in article describes the Dial Number option as for agents using a Webex Calling dial number, which is narrower than the voice channel article's free-form DID, mobile or PSTN definition.disputed
Sign in to the Agent Desktop · Interaction preferences, Handle calls using drop-down, Dial Number option · Checked 2026-09-30
13
A desktop profile's DN validation is either Unrestricted (the agent may sign in with any DN) or Provisioned DN (sign-in is restricted to the default DN provisioned for the agent).
Manage desktop profiles · Voice section, DN validation · Checked 2026-09-30
14
In a desktop profile, idle codes are set to All (every idle code in the tenant) or Specific (a chosen list).
Manage desktop profiles · Idle/wrap-up Codes section · Checked 2026-09-30
15
A desktop profile's voice channel options control which sign-in methods agents may use: Agent DN, Extension, and Desktop (browser-based WebRTC).
Manage desktop profiles · Voice section, Voice channel options · Checked 2026-09-30
16
Desktop profiles are created under Services > Contact Center > Desktop experience > Desktop profiles > Create desktop profile, with sections General settings, Idle/wrap-up Codes, Collaboration, Voice, Agent Statistics and Desktop timeout.
Manage desktop profiles · Create a desktop profile procedure · Checked 2026-09-30
17
In a desktop profile, wrap-up is Manual (the agent enters the wrap-up code) or Auto (the system enters the default wrap-up code after the agent wraps up).
Manage desktop profiles · Idle/wrap-up Codes section · Checked 2026-09-30
18
When Webex App is embedded in Agent Desktop, agents still need the external, non-embedded Webex App to make and receive external calls; the tenant Microsoft integration must be disabled to use the embedded Webex App.
Use Webex App in Webex Contact Center Desktop · Limitations section · Checked 2026-09-30
19
An Extension is a short-form internal number; on entry, the sign-in screen tries to match it to a registered Webex Calling endpoint.
Set up voice channels for Webex Contact Center · +E.164 Globalized Call Routing Support section · Checked 2026-09-30
20
The tenant desktop setting Enable Force Default DN restricts agents to their provisioned default dial numbers.
Desktop settings for Webex Contact Center · Voice settings section · Checked 2026-09-30
21
Agents start in an idle state after signing in to Agent Desktop and must set themselves Available, across all channels or per channel, before contacts are routed.
Understand agent states · Agent states overview · Checked 2026-09-30
22
The tenant inactivity timeout signs out agents who are not handling contacts or doing desktop tasks; it is configurable from 3 to 10,000 minutes and defaults to 5 minutes.
Desktop settings for Webex Contact Center · Inactivity timeout section · Checked 2026-09-30
23
A user's contact center licence together with their Control Hub role determines the default user profile; a Standard Agent licence maps to the Standard Agent profile and a Premium Agent licence to the Premium Agent profile.
Manage access in Webex Contact Center · Predefined user profiles section · Checked 2026-09-30
24
When adding a user for Webex Contact Center, the administrator chooses one contact center licence type: Standard Agent, Premium Agent, or Premium Agent - Supervisor Role.
Ways to Add Users for Webex Contact Center · Manual user addition section · Checked 2026-09-30
25
Up to 25 users can be added manually at a time for contact center access.
Ways to Add Users for Webex Contact Center · Manual user addition section · Checked 2026-09-30
26
The system _Default_Multimedia_Profile allows Voice 1 and Chat, Email and Social 5 each, and those values can be adjusted.
Manage multimedia profiles · Default multimedia profile section · Checked 2026-09-30
27
A multimedia profile sets the maximum concurrent contacts for Voice, Chat, Email and Social channels, in one of three modes: Blended, Blended Real-time or Exclusive.
Manage multimedia profiles · Profile type field descriptions · Checked 2026-09-30
28
Multimedia profiles are created under Services > Contact Center > Desktop experience > Multimedia profiles > Create Multimedia profiles.
Manage multimedia profiles · Create a multimedia profile procedure · Checked 2026-09-30
29
A multimedia profile assigned to an individual agent overrides the team's multimedia profile, which in turn overrides the site's.
Manage multimedia profiles · Multimedia profile precedence note · Checked 2026-09-30
30
Under named-agent licensing, one licence is counted for every agent who signs in to Webex Contact Center during the month, measured from the subscription billing date.
Webex Contact Center license consumption and reporting · Named agents section · Checked 2026-09-30
31
Webex Contact Center has five predefined user profiles: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent.
Manage access in Webex Contact Center · Predefined user profiles table · Checked 2026-09-30
32
Cisco's datasheets list email and web chat media as included for Premium agents and not for Standard agents.
Cisco Collaboration Flex Plan Contact Center Data Sheet · Table 11, Webex Contact Center rows · Checked 2026-09-30
33
An agent counted as Premium at any point during a billing period is counted as one Premium licence for that period.
Webex Contact Center license consumption and reporting · Standard and Premium consumption section · Checked 2026-09-30
34
Cisco's datasheets list supervisor privileges (monitoring, barge-in and coaching) and multi-channel reporting and analytics under Premium, not Standard.
Cisco Collaboration Flex Plan Contact Center Data Sheet · Table 11, Webex Contact Center rows · Checked 2026-09-30
35
The default telephony RONA timeout is 18 seconds, configurable from 1 to 120 seconds.
Desktop settings for Webex Contact Center · RONA timeouts section · Checked 2026-09-30
36
An agent who selects Desktop without browser microphone permission may see a message asking them to enable access in browser settings.
Sign in to the Agent Desktop · Sign in procedure, Desktop option note · Checked 2026-09-30
37
At sign-in, the agent selects Desktop for WebRTC browser calling, Extension for a Webex Calling extension, or Dial Number for a dial number used for inbound and outbound calls.
Sign in to the Agent Desktop · Interaction preferences, Handle calls using drop-down · Checked 2026-09-30
38
To sign in, the agent opens the Agent Desktop URL provided by the administrator, chooses a calling preference from Handle calls using, and chooses a team from the Team drop-down.
Sign in to the Agent Desktop · Sign in procedure, interaction preferences · Checked 2026-09-30
39
A user holds a single contact center licence; the same user cannot hold both Standard Agent and Premium Agent licences at once.
Ways to Add Users for Webex Contact Center · Key constraints / CSV section · Checked 2026-09-30
40
Creating a site automatically adds a team and a multimedia profile to it; the auto-created team is capacity-based and cannot be changed to agent-based.
Manage sites in Webex Contact Center · Create a site procedure, note · Checked 2026-09-30
41
A Webex Contact Center site represents a physical contact center location and is created in Control Hub under Services > Contact Center > User Management > Sites > Create new site.
Manage sites in Webex Contact Center · Introduction and Create a site procedure · Checked 2026-09-30
42
A site can only be deleted when it is in a deactivated state.
Manage sites in Webex Contact Center · Delete a site section · Checked 2026-09-30
43
Because Standard agents are sold as voice-only, a Standard agent is best given a multimedia profile that allows voice only, so they are not offered chat or email contacts.inferred
Webex Contact Center 1.0 Data Sheet · Table 2 combined with multimedia profile channel settings · Checked 2026-09-30
44
Cisco's Webex Contact Center 1.0 datasheet describes the Standard Agent licence as essential functionality for voice-only contact centers.
Webex Contact Center 1.0 Data Sheet · Licensing section, Table 2 · Checked 2026-09-30
45
After a CSV licence import or a licence change on an existing user, Cisco instructs administrators to synchronize users to Webex Contact Center, via Services > Contact Center > Settings > General > Synchronize Users.
Ways to Add Users for Webex Contact Center · Post-import synchronization section · Checked 2026-09-30
46
A team can optionally carry a skill profile, a multimedia profile and a desktop layout; multimedia profiles cannot be assigned to capacity-based teams and desktop layouts apply to agent-based teams only.
Manage teams · Create a team procedure, optional fields · Checked 2026-09-30
47
Teams are created under Services > Contact Center > User Management > Teams as either Agent Based (specific agents assigned) or Capacity Based (no specific agents, for voice mailboxes or agent groups Webex Contact Center does not manage).
Manage teams · Create a team procedure, Team Type field · Checked 2026-09-30
48
A team's parent site is chosen when the team is created and cannot be edited later.
Manage teams · Create a team procedure, Parent Site field · Checked 2026-09-30
49
WebRTC is not supported when Agent Desktop runs in a Virtual Desktop Infrastructure (VDI) environment.
System requirements for Webex Contact Center Desktop · WebRTC section · Checked 2026-09-30
50
The Desktop (WebRTC) option is not available to customers hosted in the Japan data center.
Set up voice channels for Webex Contact Center · WebRTC section note · Checked 2026-09-30
51
The Desktop (WebRTC) sign-in option is available to both Premium and Standard agents and needs no extra licence.
Manage desktop profiles · Voice section, Desktop option note · Checked 2026-09-30
52
Before agents can use the Desktop option, WebRTC must be enabled in Control Hub under Services > Contact Center > Tenant Settings > Voice, WebRTC section.
Set up voice channels for Webex Contact Center · WebRTC configuration section · Checked 2026-09-30
53
Once wrap-up is complete and a wrap code is selected, the agent returns to available status on telephony.
Understand agent states · Wrap-up state section · Checked 2026-09-30
54
The Agent Desktop display must be larger than 500 x 500 pixels (width x height), and browser zoom should be 100%.
Sign in to Agent Desktop · Sign in to Agent Desktop > display notes · Checked 2026-09-30
55
WebRTC needs at least 100 kbps of network bandwidth per call.
Set up voice channels for Webex Contact Center · Set up voice channels for Webex Contact Center > WebRTC section · Checked 2026-09-30
56
To sign out, the agent sets availability to Idle, then chooses User Profile > Sign Out. Sign-out is blocked during an active conversation or an ongoing monitoring task.
Sign in to Agent Desktop · Sign in to Agent Desktop > sign out paragraph · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Onboarding agents in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-agent-onboarding-setup

BibTeX

@misc{warmtransfer-wxcc-agent-onboarding-setup,
  title  = {Onboarding agents in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-agent-onboarding-setup},
  note   = {Verified 2026-09-30}
}