Supervise your agents and teams

Publisher

Cisco Webex Help Center

URL

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

Published

2026-09-18

Updated

unknown

Accessed

2026-09-23

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• A supervisor cannot sign out an agent who is interacting with a customer, is in wrap-up, or holds accepted asynchronous tasks such as email. in context
• To sign an agent out, the supervisor clicks the sign-out icon in the Actions column on Monitor > Team performance, clicks Sign Out Agent, and confirms with Sign Out in the Confirm Sign Out pop-up. in context
• From the Actions column on Team Performance Details the supervisor can open a chat and send an agent a one-on-one message of up to 1000 characters. in context
• A supervisor cannot change an agent's state while the agent is actively interacting with a customer and must wait until the interaction completes. in context
• After a supervisor changes an agent's state, an information icon (i) appears next to the status timer, and hovering over it shows who made the change. in context
• To change an agent's state, the supervisor clicks the ellipsis (...) in the Actions column, selects Manage channel availability > Change agent state, chooses a state from the list, and clicks Apply. in context
• The Team Performance Details table shows each agent's name, agent state duration, per-channel status for voice, chat, email and social, phone number, site, team, skill profile, dynamic skills, sign-in time and an Action column. in context
• The Actions column on Team Performance Details includes a Listen icon for silently monitoring an agent's call, where administrator privileges allow. disputed in context
• Team performance is reached from Monitor > Team performance, which has a Live tab and a History tab. in context

Cite this source record

APA

WarmTransfer. (2026, September 18). Supervise your agents and teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n408h9cb-wxcc-supervise-agents-b

BibTeX

@misc{warmtransfer-cisco-help-n408h9cb-wxcc-supervise-agents-b,
  title  = {Supervise your agents and teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n408h9cb-wxcc-supervise-agents-b},
  note   = {Cisco Webex Help Center, accessed 2026-09-23}
}