Schedule call monitoring

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring

Published

2026-07-30

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• If another supervisor's schedule also matches the same call, the system assigns the monitoring request based on availability. in context
• One monitoring schedule can include at most 250 queues, 100 teams and 500 agents. in context
• Two monitoring schedules cannot have the same queue, team and agent. in context
• Scheduled call monitoring requires a user profile with Call Listening set to Edit access and the Schedule listening checkbox enabled. in context
• Scheduled monitoring can only target agents, teams and queues inside the supervisor's assigned scope. in context
• A monitoring schedule can last at most six months. in context
• A tenant can have at most 2,000 listening schedules. in context
• The scheduling article places the schedule listening control on the Team Performance page, which the monitoring articles say the live-call controls moved away from. disputed in context
• Where more than one supervisor could take a scheduled monitoring session, the article says it is resolved based on availability and states no order or priority. in context
• A monitoring schedule names at least 1 queue up to 250, at least 1 team up to 100, and either all agents or up to 500 chosen by hand, spans at most 6 months, and a tenant may hold 2000 schedules. in context
• Neither the interactions article nor the scheduled monitoring article mentions recording, and neither says anything about notifying the agent or the customer that monitoring is happening. in context
• The scheduled monitoring article names a Monitoring module on the user profile carrying a Call Listening permission configured with edit access and a schedule listening check box. in context
• When a monitoring schedule fires the supervisor receives a monitoring call and must answer it to begin listening; nothing is monitored automatically. in context
• The Monitoring module carries 2 differently shaped entitlements: a permission set to edit access and a check box. in context

Cite this source record

APA

WarmTransfer. (2026, July 30). Schedule call monitoring. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-5k9gxcb-wxcc-schedule-call-monitoring

BibTeX

@misc{warmtransfer-cisco-help-5k9gxcb-wxcc-schedule-call-monitoring,
  title  = {Schedule call monitoring},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-5k9gxcb-wxcc-schedule-call-monitoring},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}