Setting up supervisors in Webex Contact Center

See also

Sources

1. 1
   Granting Edit access to the Additional Supervisory permission reveals a list of supervisory functions that can be granted to the supervisor within Supervisor Desktop.

   Manage access in Webex Contact Center · Supervisor user profile - Supervisory and desktop - Additional Supervisory · Checked 2026-09-30
2. 2
   Access to Analyzer requires Supervisor or Administrator privileges, and Analyzer stock reports are read-only while custom visualizations can be created, edited and scheduled.

   Cisco Webex Contact Center Analyzer User Guide · Access Analyzer; Stock reports · Checked 2026-09-30
3. 3
   The Analyzer guide states that entry point restrictions follow user profiles, queue and team restrictions follow agent profiles, and site restrictions follow agent settings.

   Cisco Webex Contact Center Analyzer User Guide · Access Analyzer - restrictions · Checked 2026-09-30
4. 4
   A supervisor can barge in only after successfully starting to listen to the call, and barging in turns on the microphone and makes the supervisor a participant.

   Manage and Monitor Interactions · Barge in to a call · Checked 2026-09-30
5. 5
   During a barge-in the supervisor cannot transfer the call, drop the agent, start a consult or start a conference.

   Monitor agents on a call · Monitor agents on a call - Barge In notes · Checked 2026-09-30
6. 6
   Barge-in is unavailable when another supervisor is monitoring the call, when the agent is in a consultation call, while monitoring is paused, or when the supervisor's desktop telephony is disconnected.

   Monitor agents on a call · Monitor agents on a call - Barge In notes · Checked 2026-09-30
7. 7
   The Webex Contact Center desktops require at least Chrome 144, Edge 144 or Firefox 140, with cookies and JavaScript enabled and the pop-up blocker disabled.

   System requirements for Webex Contact Center Desktop · Supported browsers; Browser settings · Checked 2026-09-30
8. 8
   Supervisor Desktop provides Overview KPI cards, a Queues view with queue statistics and agent assignments, an Interactions view across voice chat email and messaging, and Team Performance with real-time and historical agent data.

   Get started with Supervisor Desktop · Supervisor Desktop navigation · Checked 2026-09-30
9. 9
   Users signed in with Supervisor and Agent credentials get My Workspace, an agent hub for handling interactions across channels.

   Get started with Supervisor Desktop · Supervisor Desktop navigation - My Workspace · Checked 2026-09-30
10. 10
    A supervisor who will also work as an agent needs Contact center enabled with at least one team, agent profile and multimedia profile set, because the Supervisor and Agent sign-in requires a team and agent work depends on those desktop settings.inferred

    Manage Contact Center Users · Desktop settings; combined with lc7emx Team drop-down · Checked 2026-09-30
11. 11
    Using Supervisor Desktop requires a Supervisor license.

    Get started with Supervisor Desktop · Prerequisites - License and user profile · Checked 2026-09-30
12. 12
    On the Webex Contact Center 1.0 platform the license option that gives a user the supervisor role is labelled Supervisor.

    Ways to Add Users for Webex Contact Center · Add users manually - license options for the 1.0 platform · Checked 2026-09-30
13. 13
    A Webex Contact Center user requires a single contact center license, so a user should not be added to multiple license groups.

    Ways to Add Users for Webex Contact Center · Add users via groups - note on multiple groups · Checked 2026-09-30
14. 14
    On the newer Webex Contact Center platform, the Control Hub license option Premium Agent - Supervisor Role gives a user the supervisor role.

    Ways to Add Users for Webex Contact Center · Add users manually - license options for the new platform · Checked 2026-09-30
15. 15
    Call monitoring requires the supervisor's browser and telephony settings to be configured for audio playback.

    Monitor agents on a call · Before you begin · Checked 2026-09-30
16. 16
    A supervisor must finish monitoring a call before signing out of Supervisor Desktop.

    Manage and Monitor Interactions · Monitor interactions - limitations · Checked 2026-09-30
17. 17
    If the monitored agent transfers the call to a different team or queue, the monitoring session ends and an error is displayed.

    Manage and Monitor Interactions · Monitor interactions - limitations · Checked 2026-09-30
18. 18
    A supervisor can monitor only one agent at a time, and the Listen button is disabled when another supervisor is already monitoring that agent.

    Manage and Monitor Interactions · Monitor interactions - limitations · Checked 2026-09-30
19. 19
    To monitor a call a supervisor opens Monitor > Interactions, selects the interaction, clicks View, clicks Listen in the details window and answers the incoming monitoring call.

    Monitor agents on a call · Monitor agents on a call - procedure · Checked 2026-09-30
20. 20
    The multimedia profile assigned to a user combined with the channel selections in the user profile determines which interaction types that user can take when signed in as an agent.

    Manage access in Webex Contact Center · Licensed administrator and Supervisor user profiles - Multimedia · Checked 2026-09-30
21. 21
    User profiles are created in Control Hub under Contact Center > User Management > Access > User Profiles by clicking Create User Profile, entering a name and description and selecting the user profile type.

    Manage access in Webex Contact Center · Create a user profile - steps 1 to 5 · Checked 2026-09-30
22. 22
    When creating a user profile the administrator chooses Full Access or Custom Access and sets each permission to No Access, View or Edit.

    Manage access in Webex Contact Center · Create a user profile - steps 6 and 7 · Checked 2026-09-30
23. 23
    A Supervisor user profile has configuration permissions close to a Licensed Administrator but cannot access Tenant settings, which are reserved for the administrator.

    Manage access in Webex Contact Center · Supervisor user profile - Configuration access · Checked 2026-09-30
24. 24
    In Supervisor Desktop the user profile menu shows the teams the supervisor manages and the role they are signed in as.

    Understand Supervisor Desktop user interface · User profile · Checked 2026-09-30
25. 25
    Webex Contact Center user profiles come in five types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent.

    Manage access in Webex Contact Center · User profiles - user profile types · Checked 2026-09-30
26. 26
    Supervisor queue assignment management works only for agent-based queues, not for team-based or skill-based queues.

    Supervise and manage Contact Center queues · Manage agents in queues - note · Checked 2026-09-30
27. 27
    For a supervisor to assign or remove agents from queues, Manage agent queue assignments must be enabled on the Supervisor user profile in Control Hub, and it only covers teams and queues the supervisor already has access to.

    Supervise and manage Contact Center queues · Manage agents in queues - prerequisites · Checked 2026-09-30
28. 28
    The Enhanced Supervisor Desktop released June 3 2026 applies role-based access control so that what a supervisor sees and can do is aligned to their role, licensing and credentials.

    What's new for supervisors in Webex Contact Center · Entry dated June 03 2026 - Enhanced Supervisor Desktop · Checked 2026-09-30
29. 29
    In a user profile's resource access step the administrator selects either all resources or specific resource collections.

    Manage access in Webex Contact Center · Create a user profile - resource access step · Checked 2026-09-30
30. 30
    Resource collections are created in Control Hub under Contact Center > User Management > Access > Resource Collections and can hold queues, sites, teams, channels, business hours, skill profiles, desktop profiles, user profiles and idle or wrap-up codes.

    Manage access in Webex Contact Center · Create a resource collection · Checked 2026-09-30
31. 31
    Up to 5 resource collections can be assigned to a user profile, and they determine the resources and data the user can see across Control Hub, Flow Designer, Analyzer and Desktop.

    Manage access in Webex Contact Center · Resource collections - assigning to user profiles · Checked 2026-09-30
32. 32
    Each resource collection can hold up to 350 resources and an organization can have up to 1,000 resource collections.

    Manage access in Webex Contact Center · Resource collections - limits · Checked 2026-09-30
33. 33
    For each resource type in a resource collection the administrator can include none, selected or all resources of that type.

    Manage access in Webex Contact Center · Resource collections · Checked 2026-09-30
34. 34
    Teams can only be added to a resource collection based on the sites that are already in that resource collection.

    Manage access in Webex Contact Center · Resource collections - teams · Checked 2026-09-30
35. 35
    For a supervisor, View access to recordings in Webex Contact Center Control Hub allows both playing and downloading recordings.

    Manage access in Webex Contact Center · Supervisor user profile - Analytics and monitoring · Checked 2026-09-30
36. 36
    For a supervisor, View access to recordings in Supervisor Desktop allows playing recordings and viewing transcripts but not downloading them.

    Manage access in Webex Contact Center · Supervisor user profile - Analytics and monitoring · Checked 2026-09-30
37. 37
    A supervisor cannot change role while they have active tasks, ongoing monitoring or incoming task requests.

    Change your role in Supervisor Desktop · Before you begin - limitations · Checked 2026-09-30
38. 38
    A supervisor can switch roles in Supervisor Desktop only if the administrator has configured the user as Supervisor and Agent.

    Change your role in Supervisor Desktop · Before you begin · Checked 2026-09-30
39. 39
    To change role a supervisor opens User Profile > Profile Settings, selects the role, and when choosing Supervisor and Agent must also select a dial number or extension and a team before Save and Confirm.

    Change your role in Supervisor Desktop · Procedure - steps 1 to 4 · Checked 2026-09-30
40. 40
    Since July 30 2026 administrators control through user profile permissions which users can create and manage scheduled call monitoring requests.

    What's new for administrators in Webex Contact Center · Entry dated July 30 2026 - Manage access to scheduled monitoring · Checked 2026-09-30
41. 41
    When an eligible call occurs during a scheduled period the supervisor receives a monitoring call to answer, and where several supervisors' schedules match the same call there is no guaranteed priority order.

    Schedule call monitoring · How scheduled monitoring works · Checked 2026-09-30
42. 42
    A listening schedule can cover up to 250 queues, 100 teams and 500 agents, a tenant can have up to 2,000 listening schedules, and two schedules cannot share the same queue team and agent.

    Schedule call monitoring · Limitations · Checked 2026-09-30
43. 43
    Scheduling call monitoring requires the supervisor's user profile to have Call Listening set to Edit and the Schedule listening checkbox enabled, and the supervisor must be signed in with valid supervisor credentials.

    Schedule call monitoring · Before you begin · Checked 2026-09-30
44. 44
    Restricting a Supervisor user profile to resource collections that contain only certain sites and teams is the documented mechanism for limiting which teams that supervisor sees in Desktop, and so which teams they can monitor.inferred

    Manage access in Webex Contact Center · Resource collections - assigning to user profiles · Checked 2026-09-30
45. 45
    Sending a message to an agent from Supervisor Desktop requires both supervisor and agent to have Webex App access and is limited to 1000 characters per message.

    Supervise your agents and teams · Send a message · Checked 2026-09-30
46. 46
    A supervisor cannot sign out an agent who is in wrap-up, is marked available, or has accepted asynchronous interactions.

    Supervise your agents and teams · Sign out agent · Checked 2026-09-30
47. 47
    The permission that lets a supervisor sign out agents is in the user profile under Permissions > Supervisory & desktop > Sign out agents.

    Manage Contact Center Users · Sign out agents - prerequisites · Checked 2026-09-30
48. 48
    When signing in to Supervisor Desktop as Supervisor and Agent the user must select a team from the Team drop-down before clicking Save & Continue.

    Sign in to Supervisor Desktop · Sign in - Team drop-down · Checked 2026-09-30
49. 49
    At Supervisor Desktop sign-in the Handle calls using options are Desktop (browser WebRTC), Extension and Dial Number, and which options appear depends on the user's profile configuration.

    Sign in to Supervisor Desktop · Sign in - Handle calls using · Checked 2026-09-30
50. 50
    At Supervisor Desktop sign-in the user picks Supervisor or Supervisor and Agent from the Role drop-down, and Supervisor and Agent is offered only if the user's profile supports both roles.

    Sign in to Supervisor Desktop · Sign in - Role drop-down · Checked 2026-09-30
51. 51
    Supervisor Desktop cannot be used in multiple browsers or in multiple tabs of the same browser at once.

    Sign in to Supervisor Desktop · Sign in - Before you begin · Checked 2026-09-30
52. 52
    Supervisors sign in to Supervisor Desktop at the URL provided by their administrator using their email address and password.

    Sign in to Supervisor Desktop · Sign in - step 1 · Checked 2026-09-30
53. 53
    The option for a supervisor to update an agent's skill profile appears only if the administrator selects the Manage skill profile assignments checkbox.

    Supervise your agents and teams · Update skill profile · Checked 2026-09-30
54. 54
    Teams are created in Control Hub under Services > Contact Center > User Management > Teams > Create new team.

    Manage teams in Webex Contact Center · Create a team · Checked 2026-09-30
55. 55
    A Webex Contact Center team is associated with one parent site, and the parent site cannot be changed after the team is created.

    Manage teams in Webex Contact Center · Create a team - General settings - Parent Site · Checked 2026-09-30
56. 56
    Cisco recommends a maximum of 500 agents across all teams a supervisor manages to avoid delays or performance issues in Supervisor Desktop.

    Supervise your agents and teams · Team Performance Details - note · Checked 2026-09-30
57. 57
    Team Performance Details in Supervisor Desktop lists only agents who are signed in on the supervisor's assigned teams.

    Supervise your agents and teams · Team Performance Details · Checked 2026-09-30
58. 58
    The Contact center enabled setting on a user lets the user access the Agent Desktop and handle customer requests, and the desktop settings appear only when it is turned on.

    Manage Contact Center Users · Edit contact center user settings - General settings - Contact center enabled · Checked 2026-09-30
59. 59
    A contact-center-enabled user's desktop settings include Teams (one or more teams the user belongs to), Agent profile, Multimedia profile and Site.

    Manage Contact Center Users · Edit contact center user settings - Desktop settings · Checked 2026-09-30
60. 60
    A contact center user's settings, including the assigned user profile, are edited in Control Hub under Services > Contact Center > User management > Contact center users by clicking the user's row.

    Manage Contact Center Users · Edit contact center user settings - General settings - User profile · Checked 2026-09-30
61. 61
    WebRTC browser calling is not supported in Virtual Desktop Infrastructure environments.

    System requirements for Webex Contact Center Desktop · Supported browsers - WebRTC note · Checked 2026-09-30
62. 62
    The limits are 2,000 concurrent call monitoring sessions, 1,000 concurrent supervisor sessions and 3,000 supervisors.

    System limits in Webex Contact Center · limits table, monitoring and supervisor rows · Checked 2026-09-30
63. 63
    The limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user.

    System limits in Webex Contact Center · limits table, sites and teams rows · Checked 2026-09-30
64. 64
    The system limit is 20,000 active users per Webex Contact Center organization.

    System limits in Webex Contact Center · limits table, Users row 'Active users' · Checked 2026-09-30
65. 65
    Virtual Desktop Infrastructure does not support WebRTC for the Webex Contact Center agent desktop.

    Set up voice channels for Webex Contact Center · WebRTC Configuration - WebRTC Network and Browser Requirements · Checked 2026-09-16
66. 66
    The Desktop WebRTC option is not available for customers hosted in the Japan data center.

    Set up voice channels for Webex Contact Center · WebRTC Configuration · Checked 2026-09-16

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up supervisors in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-supervisor-setup

@misc{warmtransfer-wxcc-supervisor-setup,
  title  = {Setting up supervisors in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-supervisor-setup},
  note   = {Verified 2026-09-30}
}