What a supervisor can do and what is recorded of it

See also

Sources

1. 1
   No agent-facing article states any indicator that tells an agent a supervisor is silently monitoring their call.

   Get started with Agent Desktop · Get started with Agent Desktop, Sign in to Agent Desktop and Manage your calls in Agent Desktop, counted against the rendered article · Checked 2026-09-05
2. 2
   A supervisor cannot monitor or barge into a call in the wrap up state, and a monitoring session already started continues.

   Manage your calls in Agent Desktop · Manage your calls in Agent Desktop, Actions each conference call participant can perform, supervisor monitoring row · Checked 2026-09-05
3. 3
   A supervisor is dropped when the agent they were monitoring exits, unless another agent remains, in which case they stay on the call regardless of who they began monitoring.

   Manage your calls in Agent Desktop · Manage your calls in Agent Desktop, Actions each conference call participant can perform, supervisor monitoring row · Checked 2026-09-05
4. 4
   Cisco documents a Coach agent action that provides real-time private coaching to the agent without the customer hearing.

   Interactions details view in Supervisor Desktop · Interactions details view in Supervisor Desktop, For live interactions · Checked 2026-09-05
5. 5
   The interactions details view offers 4 actions on a live interaction: send a message to the agent, listen, join or barge in, and coach the agent.

   Interactions details view in Supervisor Desktop · Interactions details view in Supervisor Desktop, For live interactions · Checked 2026-09-05
6. 6
   Four live-call monitoring rules are carried only by the older monitoring article: a barge is blocked while monitoring is paused, a barge is blocked when another supervisor is already monitoring, an agent's consult after a barge puts the supervisor on hold with automatic resume, and the losing supervisor is shown an error.

   Monitor agents on a call · Monitor agents on a call, live-call monitoring rules · Checked 2026-09-05
7. 7
   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.

   Manage and Monitor Interactions · Manage and Monitor Interactions, monitoring path · Checked 2026-09-05
8. 8
   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.

   Manage and Monitor Interactions · Manage and Monitor Interactions, page description · Checked 2026-09-05
9. 9
   A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging.

   Monitor agents on a call · Monitor agents on a call, barge restrictions · Checked 2026-09-05
10. 10
    Where 2 supervisors request monitoring of the same call, one request succeeds and the other supervisor is shown an error.

    Monitor agents on a call · Monitor agents on a call, concurrent requests · Checked 2026-09-05
11. 11
    The Monitor agents on a call article states none of the 3 supervisor monitoring boundaries the agent call article carries: the wrap up block, the drop when the monitored agent exits, and the continuation while any agent remains.

    Monitor agents on a call · Monitor agents on a call, whole article, counted against the rendered article · Checked 2026-09-05
12. 12
    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.

    Manage access in Webex Contact Center · Manage access, supervisory and desktop permissions · Checked 2026-09-05
13. 13
    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

    Manage access in Webex Contact Center · Served payload, subscription description field · Checked 2026-09-05
14. 14
    The Webex Contact Center access article names no monitoring entitlement; the words monitor and barge do not occur in it.

    Manage access in Webex Contact Center · Whole article, counted against the rendered text · Checked 2026-09-05
15. 15
    The scheduled monitoring article names a Monitoring module on the user profile carrying a Call Listening permission configured with edit access and a schedule listening check box.

    Schedule call monitoring · Schedule call monitoring, prerequisites · Checked 2026-09-05
16. 16
    A supervisor cannot barge into a call while monitoring is paused and must resume monitoring first.

    Monitor agents on a call · Monitor agents on a call, barge in step · Checked 2026-09-05
17. 17
    A supervisor cannot begin a barge while the agent is in a consultation, and a supervisor already barged in is placed on hold and resumes automatically once the consultation ends.

    Monitor agents on a call · Monitor agents on a call, barge in step, consultation bullet · Checked 2026-09-05
18. 18
    A supervisor who has barged in cannot transfer the call, drop the agent, consult or conference.

    Monitor agents on a call · Monitor agents on a call, barge in step · Checked 2026-09-05
19. 19
    A supervisor has 4 controls on a live call, all reached from the interactions view: listen, pause and resume, barge in, and end listen.

    Monitor agents on a call · Monitor agents on a call, procedure · Checked 2026-09-05
20. 20
    The reporting schema carries 4 monitoring counters: silent monitoring, mid-call monitoring, full monitoring and total monitoring.

    Cisco Webex Contact Center Analyzer User Guide · Monitoring measure definitions · Checked 2026-09-05
21. 21
    A check box named Use Invisible Mode hides a live monitoring session from other users.

    Cisco Webex Contact Center Analyzer User Guide · Monitoring configuration field · Checked 2026-09-05
22. 22
    The reporting schema defines the is-barged field as indicating whether the call was monitored, which is the definition it also gives the is-monitored field.field report

    Cisco Webex Contact Center Analyzer User Guide · Is Barged and Is Monitored field definitions · Checked 2026-09-05
23. 23
    If the agent transfers the call to a different team or queue, the monitoring session ends and an error message is displayed.

    Monitor agents on a call · Monitor agents on a call, barge in step, transfer bullet · Checked 2026-09-05
24. 24
    The article that documents the live-call supervisor controls names no permission, privilege, role or user profile anywhere in its body.

    Monitor agents on a call · Whole article · Checked 2026-09-05
25. 25
    One supervisor may monitor one agent at a time and an agent may be monitored by one supervisor; a second supervisor sees the listen control unavailable.

    Monitor agents on a call · Monitor agents on a call, limitations · Checked 2026-09-05
26. 26
    Supervisor Desktop supports recording playback only, and downloads are available from Control Hub.

    Manage Interaction History · Interaction History, access material · Checked 2026-09-05
27. 27
    Supervisor monitoring and barge-in are recorded in the Webex Contact Center reporting schema, which carries the monitoring supervisor's name and identifier, the monitoring start and end timestamps, the monitoring duration, error and hold counts, and separate barged-in count, duration and failed counts.

    Cisco Webex Contact Center Analyzer User Guide · Monitoring and barge field definitions · Checked 2026-09-05
28. 28
    The words record and recording do not occur in any of the 3 supervisor articles.

    Supervise your agents and teams · All 3 supervisor articles, checked against the rendered article · Checked 2026-09-05
29. 29
    The reporting schema carries whisper coaching counters and an is-coached flag, and the words coach and whisper do not occur in any of the 3 supervisor articles.

    Cisco Webex Contact Center Analyzer User Guide · Whisper coach measure definitions; the 3 supervisor articles searched in full · Checked 2026-09-05
30. 30
    Cisco states that a supervisor's access depends on assigned permissions and on their station credential selection.

    Get started with Supervisor Desktop · Get started with Supervisor Desktop, Understand User Roles and Permissions · Checked 2026-09-05
31. 31
    Coaching in the Supervisor Desktop article is Coaching Insights, configured per team from metric thresholds and generating weekly agent-specific recommendations.

    Get started with Supervisor Desktop · Get started with Supervisor Desktop, Configure, Coaching Insights · Checked 2026-09-05
32. 32
    Supervisor Desktop access is defined by 4 roles: Supervisor with Agent, Supervisor only, Licensed Administrator and Unlicensed Administrator.

    Get started with Supervisor Desktop · Get started with Supervisor Desktop, Supervisor Desktop Access Roles and Definitions · Checked 2026-09-05
33. 33
    A footnote to the Role-Functionality Compatibility Matrix names a Quality Management Edit access entitlement for Evaluation forms assignment and Coaching insights assignment.

    Get started with Supervisor Desktop · Get started with Supervisor Desktop, matrix footnotes · Checked 2026-09-05
34. 34
    Supervisor functionality is supported only on the full desktop size form factor.

    Get started with Supervisor Desktop · Get started with Supervisor Desktop, System Requirements · Checked 2026-09-05
35. 35
    The word whisper names 2 different Webex Contact Center capabilities: a flow activity that plays a recorded message to an agent before connection, and a supervisor action the Analyzer schema counts as whisper coaching.field report

    Build and manage flows with Flow Designer · Flow Designer Set Whisper Announcement against the Analyzer whisper coach fields · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 5). What a supervisor can do and what is recorded of it. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop

@misc{warmtransfer-webex-cc-supervisor-desktop,
  title  = {What a supervisor can do and what is recorded of it},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop},
  note   = {Verified 2026-09-05}
}