What a supervisor can do and what is recorded of it

Verified 2026-09-05 · 35 claims · sources tier 2

Also known as End Listen, Use Invisible Mode, Whisper Coach Count.

A supervisor has 4 controls on a live call, and these actions are captured in the reporting schema 19 27. The controls are reached from the interactions view, while historical interaction recordings can be played back directly on Supervisor Desktop 19 26.

Live call controls and limitations

A supervisor has 4 controls on a live call, all reached from the interactions view: listen, pause and resume, barge in, and end listen 19. 1 supervisor may monitor 1 agent at a time, and an agent may be monitored by 1 supervisor 25. A second supervisor sees the listen control unavailable 25. A check box named Use Invisible Mode hides a live monitoring session from other users 21. The article that documents the live-call supervisor controls names no permission, privilege, role or user profile anywhere in its body 24.

A supervisor cannot barge into a call while monitoring is paused and must resume monitoring first 16. Once barged in, a supervisor cannot transfer the call, drop the agent, consult or conference 18. Furthermore, a supervisor cannot begin a barge while the agent is in a consultation 17. A supervisor already barged in is placed on hold and resumes automatically once the consultation ends 17. If the agent transfers the call to a different team or queue, the monitoring session ends and an error message is displayed 23.

Historical playback and recording documentation

Supervisor Desktop supports recording playback only, and downloads are available from Control Hub 26. The words record and recording do not occur in any of the 3 supervisor articles 28.

Reporting schema and instrumentation

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 27. The reporting schema carries 4 monitoring counters: silent monitoring, mid-call monitoring, full monitoring and total monitoring 20.

The reporting schema also 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 29. In the field, 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 22.

See also

See also Agent and supervisor recording controls in Webex Contact Center. See also The Analyzer record model. See also What a transferred call leaves behind across Cisco products.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

The user profile article that would hold the supervisor permission model is not covered by any claim in this article. The Manage and Monitor Interactions article the controls moved to is not covered by any claim in this article. Whether a supervisor who is only listening is dropped at a transfer is not covered by any claim in this article. The scheduled call monitoring article is not covered by any claim in this article.

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}
}