Get started with Agent Desktop

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/itebdl/Get-started-with-Agent-Desktop

Published

2026-04-07

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

• The auxiliary information pane, which holds contact history, the customer journey widget, screen pop and custom widgets, sits on the right during emails and chats and in the center during calls. in context
• During a call, the interaction control pane at the top center of Agent Desktop shows customer information, a connected timer and the call control buttons. in context
• The horizontal header across the top of Agent Desktop holds the availability state, outdial, notifications and access to the user profile. in context
• The navigation bar on the left side of Agent Desktop gives access to Home, Feedback, Help and Agent Performance Statistics. in context
• The task list pane sits at the top left of Agent Desktop, and a new request routed to the agent's queue appears there, with a timer, when the agent is available. in context
• The workspace in the center of Agent Desktop appears when the agent is handling an email, chat or social message, and shows the selected contact's details. in context
• Because the printed retirement date of April 30, 2026 is before the access date, an agent desktop in October 2026 most likely no longer offers the Contact History tab, although the Get started article (last updated April 7, 2026) still describes it. inferred in context
• The Get started article says the voice-only Contact History tab (up to 300 records from the past 60 days) is scheduled for retirement on April 30, 2026 and is replaced by the omnichannel Customer Journey Widget. in context
• Agent Desktop is the Webex Contact Center interface where agents handle calls, chats, emails and other customer requests. in context
• If an agent navigates to a different URL in the Agent Desktop tab while a timer such as post-call wrap-up is running, the activity does not auto-complete and is recorded as exceeding the wrap-up time; using a separate tab does not affect the timer. in context
• No agent-facing article states any indicator that tells an agent a supervisor is silently monitoring their call. in context
• An agent can restore the default view of a single page or widget with Edit Layout > Reset Layout and then confirming. in context
• Agents cannot rearrange or resize header widgets or default page widgets such as Agent Performance Statistics. in context
• An agent can restore the default view across all pages and custom tabbed widgets with User Profile > Reset Entire Desktop Layout. in context
• An agent's custom Auxiliary Information pane tab order survives navigation, browser reload, cache clearing and sign-out, but the tab selection is lost when the cache is cleared. in context
• The agent guide describes a screen pop as a window or tab on the Agent Desktop for conversations across all channels: voice, email, chat and social. in context
• The Auxiliary Information pane holds tabs including Contact History, Customer Journey Widget, Screen Pop and custom widgets, and its display position depends on the type of the active request. in context
• A screen pop that shows the wrong customer may simply reflect a different selected interaction, or a reused tab under the Existing Screen Pop tab mode, before any CRM lookup fault is suspected. inferred in context
• Customer personally identifiable information in the interaction control pane stays masked when sensitive data protection is enabled. in context
• The screen pop shows customer details for the agent's currently selected interaction. in context
• Agent Desktop's IVR Transcript widget is a view-only display of the conversation between the virtual assistant and the caller, and appears only if an administrator has configured it. in context
• Agents can use Accept All Tasks to accept all pending chats, emails and social messaging conversations together. in context

Cite this source record

APA

WarmTransfer. (2026, April 7). Get started with Agent Desktop. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-itebdl-wxcc-get-started-agent-desktop

BibTeX

@misc{warmtransfer-cisco-help-itebdl-wxcc-get-started-agent-desktop,
  title  = {Get started with Agent Desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-itebdl-wxcc-get-started-agent-desktop},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}