Manage access in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center

Published

2026-08-20

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

• When a Standard-licensed user is given profile settings that need Premium, Webex Contact Center applies the lesser privilege of the multimedia profile and the user profile. in context
• In Webex Contact Center multimedia and user profiles, Standard agents are prevented from taking social channels, which are reserved for Premium agents. in context
• Webex Contact Center recognises unlicensed administrators, who have very limited supervisory access and cannot use Campaign Manager or Analytics. in context
• Which supervisory functions a supervisor can use in Supervisor Desktop is granted by an administrator through the Additional Supervisory access setting in the supervisor's user profile. in context
• Custom user profiles are created in Control Hub under Services > Contact Center > User Management > Access > User Profiles with Create User Profile, choosing Full Access or Custom Access. in context
• A user's contact center licence together with their Control Hub role determines the default user profile; a Standard Agent licence maps to the Standard Agent profile and a Premium Agent licence to the Premium Agent profile. in context
• Webex Contact Center has five predefined user profiles: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent. in context
• The Manage Access article states that the licensed-administrator permission 'Interaction History – View' grants the ability to both play and download interaction history in Control Hub. disputed in context
• Granting Edit access to Additional Supervisory in a supervisor user profile reveals a list of supervisory functions that can be enabled for Supervisor Desktop. in context
• If All resources is selected in a user profile, users assigned that profile see every Webex Contact Center resource. in context
• Each resource collection can hold up to 350 resources, and an organisation can have up to 1,000 resource collections. in context
• A user profile can be assigned up to five resource collections, which determine the resources and data the user can see in Control Hub, Flow Designer, Analyzer and Desktop. in context
• If a supervisor cannot see a team or its agents, the first things to check are the resource collections in the supervisor's user profile and whether the agents are signed in, because both limit what Supervisor Desktop shows. inferred in context
• When a supervisor's user profile is limited to resource collections containing specific teams, the supervisor sees only agents mapped to those teams. in context
• Webex Contact Center has five built-in user profiles: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent, managed under Contact Center > User Management > Access > User Profiles. in context
• Standard Agent users are restricted from social channels, which are reserved for Premium agents. in context
• The built-in Supervisor profile has less access than Licensed Administrator and no access to Tenant Settings. in context
• Administrators who hold a Standard Agent licence are mapped to the Standard Agent user profile. in context
• Webex Contact Center has five default user profile types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent. in context
• Teams can be added to a user-profile resource collection only for sites already in that resource collection. in context
• The article names a permission called Additional Supervisory, describes it as a list of supervisory functionality that can be granted within the supervisor desktop, and never enumerates that list. in context
• User profiles are administered only from Control Hub, under Contact Center user management, and changing one requires edit on the user profile permission. in context
• There are 5 user profile types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent. in context
• A Licensed Administrator may be given Full Access, which is edit on everything plus any permission added in future. in context
• The article's served payload carries a change note stating that a reference to call monitoring and the management portal was removed from it. field report in context
• The Webex Contact Center access article names no monitoring entitlement; the words monitor and barge do not occur in it. in context
• Recording appears in the access article only as an object of playback: a Supervisor Desktop view permission grants play and transcripts without download, and a Control Hub view permission grants play and download without transcripts. in context
• A profile may carry up to 5 resource collections, and a user holding a collection is a delegated administrator limited to their own collections. in context
• A permission takes 1 of 3 values: No Access, which hides the resource type, View, or Edit, which allows seeing, editing and creating but never deleting. in context
• A Webex Contact Center user profile carries entitlements on 2 axes: a permission per resource type, and resource access that is either all resources or up to 5 resource collections. in context

Cite this source record

APA

WarmTransfer. (2026, August 20). Manage access in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n524f2m-wxcc-user-profiles

BibTeX

@misc{warmtransfer-cisco-help-n524f2m-wxcc-user-profiles,
  title  = {Manage access in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n524f2m-wxcc-user-profiles},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}