Manage and Monitor Interactions

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions

Published

2026-09-01

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

• Before monitoring, the supervisor's browser and telephony settings must be set up for audio playback. in context
• Barge In is available only after the supervisor has successfully started listening to the call. in context
• The Supervisor Desktop Interactions page has Active, Queued and Completed tabs; Completed holds interactions that have finished and are in wrap-up. in context
• If another supervisor is already monitoring an agent, the Listen button is disabled for other supervisors. in context
• To start monitoring, the supervisor opens Interactions, selects the Active tab, clicks View on the interaction and then clicks Listen in the details view. in context
• A supervisor cannot barge in while the agent is on a consultation call. in context
• A supervisor must finish monitoring a call before signing out of Supervisor Desktop. in context
• Both monitoring and barge-in are unavailable when the supervisor's desktop telephony is disconnected. in context
• Two articles state that the live-call controls were moved off a Team Performance widget onto the interactions page. in context
• The interactions list loads 500 interactions and grows on scroll, with new arrivals announced by a banner the reader must click. in context
• The interactions article republishes 4 of the live-call monitoring rules and omits 4 that the article it supersedes carries. field report in context
• Monitoring is reached from the interactions surface by opening an interaction's details and choosing listen, then answering the resulting call to get a control pane with pause and resume, barge in and end listen. in context
• The interactions surface presents 3 tabs, Active, Queued and Completed, over a published table of 8 data columns, with historical filtering up to 13 months and export to Excel or comma-separated values. in context

Cite this source record

APA

WarmTransfer. (2026, September 1). Manage and Monitor Interactions. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-xceh0k-wxcc-manage-monitor-interactions

BibTeX

@misc{warmtransfer-cisco-help-xceh0k-wxcc-manage-monitor-interactions,
  title  = {Manage and Monitor Interactions},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-xceh0k-wxcc-manage-monitor-interactions},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}