Webex Contact Center Agent Desktop and widgets

Verified 2026-09-16 · 12 sources · tier 2

Also known as Auxiliary Information pane, Station Credentials, supervisorAgent.

The Webex Contact Center Desktop supports agent, supervisor, and blended roles through configurable JSON layouts 6. It operates across multiple browsers, platforms, and agent calling devices within defined resolution and network parameters 8​4.

System and network requirements

The minimum system requirements for the desktop specify Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later on Windows 10 or 11, macOS 10.15 or later, ChromeOS, iOS 18 or later, or Linux 8. These minimum requirements also specify 4 GB of RAM and 10 Mbps of network bandwidth, whereas the recommended profile specifies the latest stable browser and operating system version alongside 8 GB of RAM or higher 8. Separately, Cisco provides a minimum recommended network bandwidth of 512 kbps for optimal performance, stating that data payload requests range from 1 to 100 kbps on average with peak payloads reaching 2 to 3 MB depending on activity nature and frequency 1.

Cisco mandates 5 specific browser settings to run the desktop:

• Cookies and site data enabled 3
• Security level set to Medium 3
• Image option enabled 3
• Pop-up blocker disabled 3
• JavaScript enabled 3

When using Firefox Extended Support Release (ESR) version 104.0 or later, Cisco additionally requires disabling Enhanced Tracking Protection for the desktop URL 3.

Supported devices and VDI environments

For calling, Webex Contact Center supports 5 agent devices:

• A Webex Calling desk phone 4
• The Webex Calling desktop application used as computer audio 4
• The Webex App for mobile 4
• The Webex App integrated with Webex Calling as computer audio 4
• A Microsoft Teams softphone 4

Cisco states that the Agent Desktop supports third-party virtual desktop infrastructure (VDI), but WebRTC is not supported in these environments 12. Cisco also notes that keyboard shortcuts might not function as expected when running inside third-party VDI environments 12.

Interface geometry and responsiveness

The desktop display requires a viewing area greater than 500 by 500 pixels with system scaling and browser zoom both set to 100 percent 5. Visual elements adapt dynamically based on browser width:

• If the viewing area falls below 736 pixels wide, the title and logo are omitted from display 5.
• If the width falls below 1280 pixels, the task list is repositioned on top of the task page and the interaction control pane, rather than alongside them 5.

Desktop layout JSON and custom widgets

The default desktop layout JSON file defines 3 distinct roles:

• agent for an agent signing in 6
• supervisor for a supervisor handling exclusively supervisory tasks 6
• supervisorAgent for a supervisor handling both agent and supervisory functions 6

Administrators configure interface widgets for each role within the persona's respective section of the JSON layout 6. When a supervisor signs in, Cisco applies the layout assigned to their primary team; if no primary team is set, the supervisor falls back to the global desktop layout 11. For the supervisor role, agent performance statistics reports are disabled by default 11.

Cisco defines a custom widget as a third-party application configured directly in the JSON layout 2. A custom widget can be placed in 3 locations:

• On a custom page 2
• On a custom tab inside the Auxiliary Information pane 2
• Across the horizontal header of the desktop 2

Custom pages placed in the layout are accessed via navigation items added to the navigation bar area 2.

Keyboard shortcuts

The keyboard shortcut reference dialog is accessible by navigating to User Profile, choosing Help, and selecting Keyboard Shortcuts 10. This modal displays both predefined shortcuts and conflicting shortcut assignments, and it maintains a minimum dimensions barrier of 480 by 320 pixels below which it cannot be resized, ensuring legible content 10.

Desktop shortcuts are structured as Control plus Alt key combinations 7. For instance, Control plus Alt plus R shifts the agent to the Available state, while Control plus Alt plus N displays the idle code selection list 7. On Mac keyboards, Cisco states that the Option key is used in place of Alt 7. In the field, the send chat shortcut within the vendor's documentation table is published as "Crtl plus Enter" with Control misspelled, despite every other entry in that table spelling the key as Ctrl 9.

See also

• See also What an agent can do on a call and what the desktop withdraws.
• See also What a supervisor can do and what is recorded of it.
• See also Webex Contact Center RONA and agent state handling.

Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-16. Firefox Extended Support Release (ESR) requirements apply specifically to version 104.0 or later 3. Minimum supported operating systems include Windows 10 or 11, macOS 10.15 or later, ChromeOS, iOS 18 or later, and Linux 8. Minimum supported browsers include Chrome 144 or later, Microsoft Edge 144 or later, and Firefox 140 or later 8.

What remains uncertain

• The full list of agent states the Desktop supports and what each means is not covered by the sources below.
• What happens when a desktop layout JSON is invalid and how an administrator finds out is not covered by the sources below.
• What a Microsoft Teams softphone agent device requires beyond being listed is not covered by the sources below.
• How many widgets a desktop layout may carry and what happens past that is not covered by the sources below.
• Whether the desktop needs 512 kbps or 10 Mbps is not covered by the sources below.

WarmTransfer. (2026, September 16). Webex Contact Center Agent Desktop and widgets. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-agent-desktop

@misc{warmtransfer-webex-cc-agent-desktop,
  title  = {Webex Contact Center Agent Desktop and widgets},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-agent-desktop},
  note   = {Verified 2026-09-16}
}