Interactions details view in Supervisor Desktop

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop

Published

2026-04-20

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

• Supervisor Desktop recordings of completed voice interactions carry chapter markers for hold segments, consults and other parts of the conversation. in context
• Voice recording and transcript downloads are not available from Supervisor Desktop; users with the right permissions must download from Control Hub. in context
• Cisco's documentation of whisper coaching in Webex Contact Center Supervisor Desktop is inconsistent: the Interactions details view lists Coach, but the Monitor agents and Manage and Monitor Interactions procedures describe only Listen, Pause and Barge In, so Coach may not yet be available to every tenant. inferred in context
• The Interactions details view article lists a Coach action that gives the agent private real-time coaching the customer cannot hear. in context
• The administrator must give a supervisor's user profile the appropriate permissions before the supervisor can open the Interactions page. in context
• Cisco documents a Coach agent action that provides real-time private coaching to the agent without the customer hearing. in context
• Coaching is listed only among the actions for live interactions; the in-queue list has 2 actions and the article gives no action list for a completed interaction. in context
• The details view presents live and completed transcripts for every channel type, with timings, duration, hold time and handle time, and a customer journey across channels and days. in context
• The interactions details view offers 4 actions on a live interaction: send a message to the agent, listen, join or barge in, and coach the agent. in context
• The article names no entitlement for coaching; the only permission language in it is a requirement for appropriate permissions to reach the interactions page at all. in context
• Coaching is stated to be private from the customer, and the article says nothing about whether the agent is shown that coaching is happening or whether anyone else can tell. in context
• Three articles describe the same click path to a supervisor's live-call surface and name the destination differently: one calls it a full-page details page and 2 call it an interaction details modal. disputed in context
• No Webex Contact Center supervisor, agent or profile article names a supervisor whisper control; the word occurs 0 times in 11 of the 13 held articles that could carry it. in context

Cite this source record

APA

WarmTransfer. (2026, April 20). Interactions details view in Supervisor Desktop. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-iba8xp-wxcc-interactions-details-view

BibTeX

@misc{warmtransfer-cisco-help-iba8xp-wxcc-interactions-details-view,
  title  = {Interactions details view in Supervisor Desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-iba8xp-wxcc-interactions-details-view},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}