# Setting up supervisors in Webex Contact Center

Systems: Webex Contact Center

For Webex Contact Center administrators configuring supervisor accounts and permissions in Control Hub.

Canonical: https://warmtransfer.net/guides/wxcc-supervisor-setup

Last verified: 2026-09-30

Webex Contact Center administrators configure supervisor access to define team scope, enable call monitoring, and permit real-time queue oversight[^8][^21]. The supervisor profile and license determine which supervisory tools appear in Supervisor Desktop and whether the user can handle customer contacts[^11][^50].

## Before you start

- Ensure you have administrator access to Cisco Webex Control Hub[^21].
- A Webex Contact Center organization supports up to 3,000 supervisors, 1,000 concurrent supervisor sessions, and 2,000 concurrent call monitoring sessions[^62].
- Check tenant capacity against system limits: up to 300 active sites, 3,000 agent-based teams, and 20,000 active users[^63][^64].

## What changes by situation

- Will this person only supervise, or also handle contacts as an agent? Supervisor only; Supervisor and agent.
- Which teams should this supervisor be allowed to oversee? All teams in the tenant; Specific teams only.
- What level of call monitoring permissions should this supervisor receive? No call monitoring; Live listening and barge-in; Live listening and scheduled monitoring sessions.

## Step 1: Assign a supervisor license to the user

### Do
In Webex Control Hub, assign the supervisor license option to the user[^14]. On the newer Webex Contact Center platform, select the license option Premium Agent - Supervisor Role[^14]. On the 1.0 platform, select Supervisor[^12]. Ensure the user is assigned only a single contact center license and is not added to multiple license groups[^13]. Using Supervisor Desktop requires a Supervisor license[^11].

### Verify
Confirm in Control Hub that the user has a single contact center license assigned with the supervisor role[^13][^14].

### Rollback
Suggested rollback: change the user license back to their previous agent license option in Control Hub.

## Step 2: Confirm teams and parent sites exist

### Do
Navigate to Services > Contact Center > User Management > Teams in Control Hub to verify that all teams the supervisor will oversee are present[^54]. If a team is missing, click Create new team[^54]. Select the parent site carefully, as a team is associated with one parent site and its parent site cannot be changed after creation[^55].

### Verify
Verify that every required team appears in the Teams list and is assigned to the correct parent site[^55].

### Rollback
Because a team's parent site cannot be edited after creation, delete any incorrectly assigned team and recreate it under the intended site[^55].

## Step 3: Configure team scope resources

**All teams in the tenant**

### Do
No resource collection is required because all tenant resources will be assigned directly to the profile[^29].

### Verify
Suggested check: proceed to profile creation without creating a restricted resource collection.

**Specific teams only**

### Do
In Control Hub, go to Contact Center > User Management > Access > Resource Collections and click Create[^30]. For each resource type, select none, selected, or all[^33]. Add the parent sites first, because teams can only be added to a collection if their parent sites are already included in that collection[^34]. Then select the specific teams and queues the supervisor needs to oversee[^30]. Note that an organization can have up to 1,000 resource collections, each collection holds up to 350 resources, and a profile can receive at most 5 collections[^31][^32].

### Verify
Confirm that the created resource collection lists the intended sites, teams, and queues[^30][^34].

### Rollback
Suggested rollback: delete or modify the resource collection in Control Hub.

## Step 4: Create the Supervisor user profile

**All teams in the tenant**

### Do
In Control Hub, go to Contact Center > User Management > Access > User Profiles and click Create User Profile[^21]. Enter a name and description, select the Supervisor profile type, and pick Full Access or Custom Access[^21][^22][^25]. Note that a Supervisor user profile cannot access Tenant settings regardless of settings chosen[^23]. Configure recording permissions as required: View in Supervisor Desktop allows playing recordings and viewing transcripts but not downloading them, whereas View in Control Hub allows both playing and downloading[^35][^36]. In the resource access step, select all resources[^29].

### Verify
Verify that the saved user profile displays the Supervisor type and shows access to all resources[^25][^29].

### Rollback
Suggested rollback: edit the user profile or delete it if unassigned.

**Specific teams only**

### Do
In Control Hub, go to Contact Center > User Management > Access > User Profiles and click Create User Profile[^21]. Enter a name and description, select the Supervisor profile type, and pick Full Access or Custom Access[^21][^22][^25]. A Supervisor user profile cannot access Tenant settings[^23]. Set recording access as needed: View in Supervisor Desktop allows playback and transcript viewing without download permissions, while View in Control Hub allows playback and downloading[^35][^36]. In the resource access step, select specific resource collections and assign the collections, staying within the limit of 5 collections per profile[^29][^31]. WarmTransfer's reading of the sources is that restricting the profile to specific collections limits which teams a supervisor sees and monitors[^44].

### Verify
Verify that the saved user profile is assigned only the intended resource collections and reflects the Supervisor type[^25][^31].

### Rollback
Suggested rollback: remove the resource collections from the user profile or adjust the profile settings.

## Step 5: Configure supervisory permissions

**No call monitoring**

### Do
On the Supervisor user profile, set Additional Supervisory to Edit to expose the list of supervisory capabilities[^1]. Enable Sign out agents under Permissions > Supervisory & desktop if the supervisor should be allowed to sign out agents[^47]. Enable Manage agent queue assignments if the supervisor must adjust agent-based queues they already access, and enable Manage skill profile assignments to allow updates to agent skills[^26][^27][^53]. Do not set Call Listening to Edit, and leave Schedule listening unchecked[^43].

### Verify
Verify that Additional Supervisory is enabled but Call Listening is not set to Edit on the profile[^1][^43].

### Rollback
Suggested rollback: adjust the profile permissions in Control Hub to revoke supervisory privileges.

**Live listening and barge-in**

### Do
On the Supervisor user profile, set Additional Supervisory to Edit[^1]. Enable Sign out agents under Permissions > Supervisory & desktop if required[^47]. Enable Manage agent queue assignments for accessible agent-based queues and Manage skill profile assignments as needed[^26][^27][^53]. Set Call Listening to Edit, but leave Schedule listening unchecked[^43]. Barging in is available only after call listening begins[^4].

### Verify
Confirm that Call Listening is set to Edit and Schedule listening remains unchecked[^43].

### Rollback
Suggested rollback: set Call Listening below Edit on the user profile.

**Live listening and scheduled monitoring sessions**

### Do
On the Supervisor user profile, set Additional Supervisory to Edit[^1]. Enable Sign out agents under Permissions > Supervisory & desktop if needed[^47]. Enable Manage agent queue assignments for accessible agent-based queues and Manage skill profile assignments if required[^26][^27][^53]. Set Call Listening to Edit and enable the Schedule listening checkbox[^40][^43].

### Verify
Confirm that Call Listening is set to Edit and Schedule listening is enabled on the profile[^43].

### Rollback
Suggested rollback: uncheck Schedule listening on the user profile to restrict the user to live monitoring only.

## Step 6: Assign the profile and desktop settings

**Supervisor only**

### Do
In Control Hub, navigate to Services > Contact Center > User management > Contact center users, select the user, and assign the Supervisor user profile[^60]. Contact center enabled controls access to Agent Desktop for customer contacts[^58].

### Verify
Verify that the user record in Control Hub reflects the assigned Supervisor user profile[^60].

### Rollback
Suggested rollback: reassign the previous user profile to the user record in Control Hub.

**Supervisor and agent**

### Do
In Control Hub, go to Services > Contact Center > User management > Contact center users, click the user, and assign the Supervisor user profile[^60]. Turn on Contact center enabled to display desktop settings[^58]. Configure the required desktop settings: assign one or more Teams, an Agent profile, a Multimedia profile, and a Site[^59]. The multimedia profile and profile channel selections determine the contact types handled when signed in as an agent[^20]. WarmTransfer's reading of the sources is that enabling Contact center enabled with these desktop fields is necessary to support the dual role[^10].

### Verify
Verify that the user shows Contact center enabled with Teams, Agent profile, Multimedia profile, and Site configured[^59].

### Rollback
Suggested rollback: disable Contact center enabled on the user record and restore the previous profile settings.

## Step 7: Validate browser and audio prerequisites

### Do
Provide the supervisor with the Supervisor Desktop URL[^52]. Verify that the workstation browser meets requirements: at least Chrome 144, Edge 144, or Firefox 140[^7]. Confirm that cookies and JavaScript are enabled, and the pop-up blocker is disabled[^7]. If operating inside Virtual Desktop Infrastructure (VDI), configure telephony via Extension or Dial Number, as WebRTC browser audio is not supported on VDI[^65][^61]. Configure the browser and telephony settings for audio playback so monitoring calls can be heard[^15].

### Verify
Suggested check: check the browser version and settings against the minimum requirements on the supervisor workstation.

## Step 8: Sign in to Supervisor Desktop

**Supervisor only**

### Do
Open the desktop URL in a single browser window or tab, as concurrent tabs or browsers are not supported[^51][^52]. Sign in using the supervisor email address and password[^52]. In the Role drop-down, select Supervisor[^50]. Choose the Handle calls using preference: Desktop, Extension, or Dial Number[^49].

### Verify
Confirm that sign-in completes and the user profile menu shows the active role as Supervisor[^24].

### Rollback
Suggested rollback: sign out of Supervisor Desktop.

**Supervisor and agent**

### Do
Open the desktop URL in a single browser tab, as multiple tabs or browsers cannot be run concurrently[^51][^52]. Sign in using credentials[^52]. In the Role drop-down, choose Supervisor and Agent[^50]. Select a team from the Team drop-down before clicking Save & Continue[^48]. Choose the telephony preference under Handle calls using[^49].

### Verify
Confirm that sign-in completes and My Workspace appears[^9]. If Supervisor and Agent does not appear in the drop-down, the profile does not support both roles[^50].

### Rollback
Suggested rollback: switch back to the Supervisor role under User Profile > Profile Settings[^39].

## Step 9: Verify team scope in the desktop

### Do
In Supervisor Desktop, open the user profile menu to inspect the list of managed teams[^24]. Then navigate to Team Performance[^8].

### Verify
Verify that only assigned teams appear in the profile menu[^24]. Check that Team Performance Details shows signed-in agents on those teams[^57]. Cisco recommends a maximum of 500 agents across all managed teams to prevent performance degradation[^56].

### Rollback
Suggested rollback: if incorrect teams appear, adjust the resource collection or profile resource assignments in Control Hub[^29][^30].

## Step 10: Verify call monitoring capabilities

**No call monitoring**

### Do
Have an agent handle an active call, navigate to Monitor > Interactions, and view the call details[^19].

### Verify
Confirm that the option to listen is unavailable or disabled, aligning with role-based access control[^28].

**Live listening and barge-in**

### Do
In Supervisor Desktop, navigate to Monitor > Interactions, select the interaction, click View, click Listen, and answer the incoming monitoring call[^19]. While listening, click Barge In[^4].

### Verify
Suggested check: place a test call to an agent to generate an active interaction.
Verify that audio is heard upon answering the monitoring call[^19]. Confirm that clicking Barge In turns on the microphone and enters the call as a participant[^4]. Barge-in fails if another supervisor is already monitoring, if the agent is in a consult call, if monitoring is paused, or if desktop telephony is disconnected[^6]. While barged in, call controls like transfer, consult, conference, and dropping the agent are disabled[^5]. Note that only 1 agent can be monitored at a time, and monitoring terminates if the call transfers to another team or queue[^17][^18].

### Rollback
End the monitoring session by clicking End Listen before attempting to sign out[^16].

**Live listening and scheduled monitoring sessions**

### Do
Verify live monitoring and barge-in using Monitor > Interactions[^4][^19]. Then configure a test listening schedule in Supervisor Desktop for a specific team or queue[^42]. Stay within schedule limits: up to 250 queues, 100 teams, and 500 agents per schedule, with a tenant maximum of 2,000 listening schedules[^42]. Two schedules cannot share the same queue, team, and agent[^42].

### Verify
Place an eligible call during the scheduled window and verify that an incoming monitoring call is presented to the supervisor[^41]. Where multiple supervisors' schedules match the same call, delivery order is not guaranteed[^41].

### Rollback
Delete the test schedule in Supervisor Desktop[^42].

## Step 11: Verify real-time reporting and Analyzer access

### Do
In Supervisor Desktop, open Overview, Queues, Interactions, and Team Performance dashboards[^8]. Then open Analyzer, which requires Supervisor or Administrator privileges[^2].

### Verify
Verify that Overview KPI cards, queue statistics, and interaction details load[^8]. Verify that stock reports open in read-only mode in Analyzer[^2]. Resource collections restrict data visibility across Analyzer and Desktop[^31].

## Step 12: Verify supervisor agent actions

**Supervisor only**

### Do
From Team Performance in Supervisor Desktop, attempt to sign out an idle test agent[^47]. Sending messages to agents requires Webex App access for both users and is limited to 1,000 characters per message[^45].

### Verify
Confirm that the idle agent is signed out[^47]. Agent sign-out fails if the agent is marked available, in wrap-up, or holding accepted asynchronous interactions[^46].

### Rollback
Suggested rollback: have the test agent sign back in to Agent Desktop.

**Supervisor and agent**

### Do
From Team Performance, test signing out an idle test agent[^47]. To test role switching, open User Profile > Profile Settings and select a different role[^39].

### Verify
Confirm that the idle agent is signed out successfully, noting that sign-out cannot be performed on agents who are available, in wrap-up, or holding accepted asynchronous interactions[^46]. Verify that role switching succeeds when idle; role switching is blocked while the user has active tasks, ongoing monitoring, or incoming task requests[^37][^38].

### Rollback
Switch back to the original role under User Profile > Profile Settings[^39].

## Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex Contact Center Agent Desktop. Deployments: multi-tenant and vdi. Sources checked 2026-09-30. The Enhanced Supervisor Desktop applies role-based access control from June 3 2026 onward[^28]. Administrative control over scheduled monitoring permissions applies from July 30 2026 onward[^40]. The Desktop WebRTC option is not supported for tenants hosted in the Japan data center[^66].

## What remains uncertain

Whether whisper coaching is supported in Supervisor Desktop is not covered by the sources below. The exact Control Hub setting that enables the dual Supervisor and Agent role is not covered by the sources below. Whether a supervisor-only user requires Contact center enabled to access supervisory dashboards is not covered by the sources below.

## Sources

[^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. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Supervisor user profile - Supervisory and desktop - Additional Supervisory. Checked 2026-09-30.
[^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. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Access Analyzer; Stock reports. Checked 2026-09-30.
[^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. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Access Analyzer - restrictions. Checked 2026-09-30.
[^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. Source: [Manage and Monitor Interactions](https://help.webex.com/article/xceh0k), Barge in to a call. Checked 2026-09-30.
[^5]: During a barge-in the supervisor cannot transfer the call, drop the agent, start a consult or start a conference. Source: [Monitor agents on a call](https://help.webex.com/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call - Barge In notes. Checked 2026-09-30.
[^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. Source: [Monitor agents on a call](https://help.webex.com/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call - Barge In notes. Checked 2026-09-30.
[^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. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt), Supported browsers; Browser settings. Checked 2026-09-30.
[^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. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/), Supervisor Desktop navigation. Checked 2026-09-30.
[^9]: Users signed in with Supervisor and Agent credentials get My Workspace, an agent hub for handling interactions across channels. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/), Supervisor Desktop navigation - My Workspace. Checked 2026-09-30.
[^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). Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-contact-center-users-in-Webex-Contact-Center), Desktop settings; combined with lc7emx Team drop-down. Checked 2026-09-30.
[^11]: Using Supervisor Desktop requires a Supervisor license. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/), Prerequisites - License and user profile. Checked 2026-09-30.
[^12]: On the Webex Contact Center 1.0 platform the license option that gives a user the supervisor role is labelled Supervisor. Source: [Ways to Add Users for Webex Contact Center](https://help.webex.com/en-us/article/52ulis/Ways-to-Add-Users-for-Webex-Contact-Center), Add users manually - license options for the 1.0 platform. Checked 2026-09-30.
[^13]: A Webex Contact Center user requires a single contact center license, so a user should not be added to multiple license groups. Source: [Ways to Add Users for Webex Contact Center](https://help.webex.com/en-us/article/52ulis/Ways-to-Add-Users-for-Webex-Contact-Center), Add users via groups - note on multiple groups. Checked 2026-09-30.
[^14]: On the newer Webex Contact Center platform, the Control Hub license option Premium Agent - Supervisor Role gives a user the supervisor role. Source: [Ways to Add Users for Webex Contact Center](https://help.webex.com/en-us/article/52ulis/Ways-to-Add-Users-for-Webex-Contact-Center), Add users manually - license options for the new platform. Checked 2026-09-30.
[^15]: Call monitoring requires the supervisor's browser and telephony settings to be configured for audio playback. Source: [Monitor agents on a call](https://help.webex.com/article/nda5iqeb/Monitor-agents-on-a-call), Before you begin. Checked 2026-09-30.
[^16]: A supervisor must finish monitoring a call before signing out of Supervisor Desktop. Source: [Manage and Monitor Interactions](https://help.webex.com/article/xceh0k), Monitor interactions - limitations. Checked 2026-09-30.
[^17]: If the monitored agent transfers the call to a different team or queue, the monitoring session ends and an error is displayed. Source: [Manage and Monitor Interactions](https://help.webex.com/article/xceh0k), Monitor interactions - limitations. Checked 2026-09-30.
[^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. Source: [Manage and Monitor Interactions](https://help.webex.com/article/xceh0k), Monitor interactions - limitations. Checked 2026-09-30.
[^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. Source: [Monitor agents on a call](https://help.webex.com/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call - procedure. Checked 2026-09-30.
[^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. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Licensed administrator and Supervisor user profiles - Multimedia. Checked 2026-09-30.
[^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. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Create a user profile - steps 1 to 5. Checked 2026-09-30.
[^22]: When creating a user profile the administrator chooses Full Access or Custom Access and sets each permission to No Access, View or Edit. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Create a user profile - steps 6 and 7. Checked 2026-09-30.
[^23]: A Supervisor user profile has configuration permissions close to a Licensed Administrator but cannot access Tenant settings, which are reserved for the administrator. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Supervisor user profile - Configuration access. Checked 2026-09-30.
[^24]: In Supervisor Desktop the user profile menu shows the teams the supervisor manages and the role they are signed in as. Source: [Understand Supervisor Desktop user interface](https://help.webex.com/en-us/article/nbgsy8x/Understand-Supervisor-Desktop-user-interface), User profile. Checked 2026-09-30.
[^25]: Webex Contact Center user profiles come in five types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), User profiles - user profile types. Checked 2026-09-30.
[^26]: Supervisor queue assignment management works only for agent-based queues, not for team-based or skill-based queues. Source: [Supervise and manage Contact Center queues](https://help.webex.com/en-us/article/b1qhidb/Supervise-and-manage-Contact-Center-queues), Manage agents in queues - note. Checked 2026-09-30.
[^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. Source: [Supervise and manage Contact Center queues](https://help.webex.com/en-us/article/b1qhidb/Supervise-and-manage-Contact-Center-queues), Manage agents in queues - prerequisites. Checked 2026-09-30.
[^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. 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), Entry dated June 03 2026 - Enhanced Supervisor Desktop. Checked 2026-09-30.
[^29]: In a user profile's resource access step the administrator selects either all resources or specific resource collections. Source: [Manage access in Webex Contact Center](https://help.webex.com/article/nzmlgqi/Manage-access-in-Webex-Contact-Center), Create a user profile - resource access step. Checked 2026-09-30.
[^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. Source: [Manage access in Webex Contact Center](https://help.webex.com/article/nzmlgqi/Manage-access-in-Webex-Contact-Center), Create a resource collection. Checked 2026-09-30.
[^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. Source: [Manage access in Webex Contact Center](https://help.webex.com/article/nzmlgqi/Manage-access-in-Webex-Contact-Center), Resource collections - assigning to user profiles. Checked 2026-09-30.
[^32]: Each resource collection can hold up to 350 resources and an organization can have up to 1,000 resource collections. Source: [Manage access in Webex Contact Center](https://help.webex.com/article/nzmlgqi/Manage-access-in-Webex-Contact-Center), Resource collections - limits. Checked 2026-09-30.
[^33]: For each resource type in a resource collection the administrator can include none, selected or all resources of that type. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Resource collections. Checked 2026-09-30.
[^34]: Teams can only be added to a resource collection based on the sites that are already in that resource collection. Source: [Manage access in Webex Contact Center](https://help.webex.com/article/nzmlgqi/Manage-access-in-Webex-Contact-Center), Resource collections - teams. Checked 2026-09-30.
[^35]: For a supervisor, View access to recordings in Webex Contact Center Control Hub allows both playing and downloading recordings. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Supervisor user profile - Analytics and monitoring. Checked 2026-09-30.
[^36]: For a supervisor, View access to recordings in Supervisor Desktop allows playing recordings and viewing transcripts but not downloading them. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m), Supervisor user profile - Analytics and monitoring. Checked 2026-09-30.
[^37]: A supervisor cannot change role while they have active tasks, ongoing monitoring or incoming task requests. Source: [Change your role in Supervisor Desktop](https://help.webex.com/article/nydkuvdb/Change-your-role-in-Supervisor-Desktop), Before you begin - limitations. Checked 2026-09-30.
[^38]: A supervisor can switch roles in Supervisor Desktop only if the administrator has configured the user as Supervisor and Agent. Source: [Change your role in Supervisor Desktop](https://help.webex.com/article/nydkuvdb/Change-your-role-in-Supervisor-Desktop), Before you begin. Checked 2026-09-30.
[^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. Source: [Change your role in Supervisor Desktop](https://help.webex.com/article/nydkuvdb/Change-your-role-in-Supervisor-Desktop), Procedure - steps 1 to 4. Checked 2026-09-30.
[^40]: Since July 30 2026 administrators control through user profile permissions which users can create and manage scheduled call monitoring requests. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What-s-New-in-Cisco-Webex-Contact-Center), Entry dated July 30 2026 - Manage access to scheduled monitoring. Checked 2026-09-30.
[^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. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/), How scheduled monitoring works. Checked 2026-09-30.
[^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. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/), Limitations. Checked 2026-09-30.
[^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. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/), Before you begin. Checked 2026-09-30.
[^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). Source: [Manage access in Webex Contact Center](https://help.webex.com/article/nzmlgqi/Manage-access-in-Webex-Contact-Center), Resource collections - assigning to user profiles. Checked 2026-09-30.
[^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. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Send a message. Checked 2026-09-30.
[^46]: A supervisor cannot sign out an agent who is in wrap-up, is marked available, or has accepted asynchronous interactions. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Sign out agent. Checked 2026-09-30.
[^47]: The permission that lets a supervisor sign out agents is in the user profile under Permissions > Supervisory & desktop > Sign out agents. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-contact-center-users-in-Webex-Contact-Center), Sign out agents - prerequisites. Checked 2026-09-30.
[^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. Source: [Sign in to Supervisor Desktop](https://help.webex.com/article/lc7emx/Sign-in-to-Webex-Contact-Center-Supervisor-Desktop), Sign in - Team drop-down. Checked 2026-09-30.
[^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. Source: [Sign in to Supervisor Desktop](https://help.webex.com/article/lc7emx/Sign-in-to-Webex-Contact-Center-Supervisor-Desktop), Sign in - Handle calls using. Checked 2026-09-30.
[^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. Source: [Sign in to Supervisor Desktop](https://help.webex.com/article/lc7emx/Sign-in-to-Webex-Contact-Center-Supervisor-Desktop), Sign in - Role drop-down. Checked 2026-09-30.
[^51]: Supervisor Desktop cannot be used in multiple browsers or in multiple tabs of the same browser at once. Source: [Sign in to Supervisor Desktop](https://help.webex.com/article/lc7emx/Sign-in-to-Webex-Contact-Center-Supervisor-Desktop), Sign in - Before you begin. Checked 2026-09-30.
[^52]: Supervisors sign in to Supervisor Desktop at the URL provided by their administrator using their email address and password. Source: [Sign in to Supervisor Desktop](https://help.webex.com/article/lc7emx/Sign-in-to-Webex-Contact-Center-Supervisor-Desktop), Sign in - step 1. Checked 2026-09-30.
[^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. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Update skill profile. Checked 2026-09-30.
[^54]: Teams are created in Control Hub under Services > Contact Center > User Management > Teams > Create new team. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Create a team. Checked 2026-09-30.
[^55]: A Webex Contact Center team is associated with one parent site, and the parent site cannot be changed after the team is created. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Create a team - General settings - Parent Site. Checked 2026-09-30.
[^56]: Cisco recommends a maximum of 500 agents across all teams a supervisor manages to avoid delays or performance issues in Supervisor Desktop. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Team Performance Details - note. Checked 2026-09-30.
[^57]: Team Performance Details in Supervisor Desktop lists only agents who are signed in on the supervisor's assigned teams. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Team Performance Details. Checked 2026-09-30.
[^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. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-contact-center-users-in-Webex-Contact-Center), Edit contact center user settings - General settings - Contact center enabled. Checked 2026-09-30.
[^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. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-contact-center-users-in-Webex-Contact-Center), Edit contact center user settings - Desktop settings. Checked 2026-09-30.
[^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. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-contact-center-users-in-Webex-Contact-Center), Edit contact center user settings - General settings - User profile. Checked 2026-09-30.
[^61]: WebRTC browser calling is not supported in Virtual Desktop Infrastructure environments. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt), Supported browsers - WebRTC note. Checked 2026-09-30.
[^62]: The limits are 2,000 concurrent call monitoring sessions, 1,000 concurrent supervisor sessions and 3,000 supervisors. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, monitoring and supervisor rows. Checked 2026-09-30.
[^63]: The limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, sites and teams rows. Checked 2026-09-30.
[^64]: The system limit is 20,000 active users per Webex Contact Center organization. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, Users row 'Active users'. Checked 2026-09-30.
[^65]: Virtual Desktop Infrastructure does not support WebRTC for the Webex Contact Center agent desktop. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), WebRTC Configuration - WebRTC Network and Browser Requirements. Checked 2026-09-16.
[^66]: The Desktop WebRTC option is not available for customers hosted in the Japan data center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), WebRTC Configuration. Checked 2026-09-16.