# Webex Contact Center Agent Desktop and widgets Canonical: https://warmtransfer.net/knowledge/webex-cc-agent-desktop Last verified: 2026-09-16 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](https://warmtransfer.net/knowledge/wxcc-agent-desktop-controls). - See also [What a supervisor can do and what is recorded of it](https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop). - See also [Webex Contact Center RONA and agent state handling](https://warmtransfer.net/knowledge/webex-cc-rona-agent-state). ## 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. ## Sources [^1]: Cisco gives a minimum recommended network bandwidth of 512 kbps for optimal Webex Contact Center Desktop performance and states that data payload requests range from 1 to 100 kbps on average with peaks ranging from 2 to 3 MB depending on the nature and frequency of activities. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Bandwidth requirements. Checked 2026-09-16. [^2]: Cisco defines a custom widget as a third-party application configured in the JSON layout and states it can be placed on a custom page, on a custom tab in the Auxiliary Information pane, or on the horizontal header of the desktop, with the navigation bar area used to add navigation items that reach custom pages. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), Custom Widget and Navigation Bar area descriptions. Checked 2026-09-16. [^3]: Cisco requires 5 browser settings for the Webex Contact Center Desktop: cookies and site data enabled, security level set to Medium, the image option enabled, the pop-up blocker disabled and JavaScript enabled, and additionally requires Enhanced Tracking Protection to be disabled for the Desktop URL on Firefox Extended Support Release version 104.0 or later. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), browser settings list and the Firefox ESR note. Checked 2026-09-16. [^4]: Webex Contact Center supports 5 agent devices for calling: a Webex Calling desk phone, the Webex Calling desktop app as computer audio, the Webex App for mobile, the Webex App integrated with Webex Calling as computer audio, and a Microsoft Teams softphone. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Agent devices list. Checked 2026-09-16. [^5]: The Webex Contact Center Desktop display must be greater than 500 by 500 pixels with system scale and browser zoom both at 100 percent, the title and logo are not displayed when the viewing area is narrower than 736 pixels, and below 1280 pixels the task list appears on top of the task page and the interaction control pane rather than beside them. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Screen resolution and Responsiveness paragraphs. Checked 2026-09-16. [^6]: The default Webex Contact Center desktop layout JSON carries 3 roles: agent for an agent signing in, supervisor for a supervisor handling only supervisor capabilities, and supervisorAgent for a supervisor handling both, and an administrator configures widgets for each role in the corresponding persona section of the file. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), JSON Layout Top-Level Properties, Roles. Checked 2026-09-16. [^7]: Webex Contact Center Desktop shortcuts are published as Control plus Alt combinations, with Control plus Alt plus R going to the Available state and Control plus Alt plus N opening the idle code list, and Cisco states that on a Mac keyboard Option is pressed instead of Alt. Source: [Accessibility features and keyboard shortcuts in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n7veg2j/Accessibility-features-and-keyboard-shortcuts-in-Webex-Contact-Center-Desktop), keyboard shortcut tables and the Mac note. Checked 2026-09-16. [^8]: Webex Contact Center Desktop's minimum requirements are 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, with 4 GB of RAM and 10 Mbps of network, while the recommended set is the latest stable browser and operating system with 8 GB of RAM or higher. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Minimum system requirements and Recommended system requirements tables, read as cells. Checked 2026-09-16. [^9]: The send chat shortcut in the Webex Contact Center Desktop keyboard shortcut table is published as Crtl plus Enter, with Control misspelled, while every other row in the same table spells it Ctrl (field report). Source: [Accessibility features and keyboard shortcuts in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n7veg2j/Accessibility-features-and-keyboard-shortcuts-in-Webex-Contact-Center-Desktop), Chat handling row of the keyboard shortcut table. Checked 2026-09-16. [^10]: The Webex Contact Center Desktop keyboard shortcut list is opened from User Profile then Help then Keyboard Shortcuts and lists both predefined and conflicting keyboard shortcuts, and the dialog cannot be resized below a minimum width and height of 480 by 320 pixels so that its content stays readable. Source: [Accessibility features and keyboard shortcuts in Webex Contact Center Desktop](https://help.webex.com/en-us/article/n7veg2j/Accessibility-features-and-keyboard-shortcuts-in-Webex-Contact-Center-Desktop), Keyboard Shortcuts List dialog description. Checked 2026-09-16. [^11]: Cisco states that when a supervisor signs in the desktop layout specified for the primary team is applied, that the global layout applies if no primary team is provided, and that agent performance statistics reports are disabled by default for the supervisor role. Source: [Create custom desktop layout](https://help.webex.com/en-us/article/ng08gqeb/Create-custom-desktop-layout), JSON Layout Roles, supervisor description. Checked 2026-09-16. [^12]: Cisco states that the Agent Desktop supports third party virtual desktop infrastructure while WebRTC is not supported with it, and that keyboard shortcuts might not function as expected in third party VDI environments. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Virtual Desktop Infrastructure section and the WebRTC note. Checked 2026-09-16.