Supervise your agents and teams

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams

Published

2026-07-17

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

• When a call arrives for an agent, the supervisor view shows the agent's state as reserved, and it changes to engaged once the call is offered or connected. in context
• From Team Performance Details, a supervisor can manually change an agent's availability, and an information icon by the status timer then shows who made the change. in context
• A supervisor can sign out an agent from Team Performance Details only when the agent is not actively interacting with a customer; otherwise only after the active interaction ends. in context
• As fetched on 2026-10-02, the supervisor guide says supervisors can't sign out agents who left for the day in wrap-up, are still Available, or have accepted an email; a release-note snippet suggests the reverse. in context
• For good performance, Cisco recommends at most 500 agents across all teams a supervisor manages. in context
• The Supervise agents article still lists a Listen action in Team Performance Details for silently listening to agent calls. disputed in context
• Team Performance Details lists only agents who are signed in and belong to the supervisor's assigned teams. in context
• 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. in context
• A supervisor cannot sign out an agent who is in wrap-up, is marked available, or has accepted asynchronous interactions. in context
• The option for a supervisor to update an agent's skill profile appears only if the administrator selects the Manage skill profile assignments checkbox. in context
• Cisco recommends a maximum of 500 agents across all teams a supervisor manages to avoid delays or performance issues in Supervisor Desktop. in context
• Team Performance Details in Supervisor Desktop lists only agents who are signed in on the supervisor's assigned teams. in context
• The words record and recording do not occur in any of the 3 supervisor articles. in context

Cite this source record

APA

WarmTransfer. (2026, July 17). Supervise your agents and teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n408h9cb-wxcc-supervise-agents

BibTeX

@misc{warmtransfer-cisco-help-n408h9cb-wxcc-supervise-agents,
  title  = {Supervise your agents and teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n408h9cb-wxcc-supervise-agents},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}