User guides · guide

Using the Webex Contact Center Supervisor Desktop

Verified 2026-09-23 · 60 sources · tier 2

For Contact-centre supervisors managing teams and monitoring interactions in the Webex Contact Center Supervisor Desktop..

The Webex Contact Center Supervisor Desktop provides a unified browser workspace to supervise agents, monitor live queues, and review team performance 36 59. This guide steps through authenticating, setting availability, supervising queues and agents, monitoring live calls, and signing out 45 26 51.

Before you start

Ensure you have the sign-in URL supplied by your administrator 48.
Verify that your user profile has been provisioned with the appropriate supervisory role and permissions 1 44.
If you intend to handle audio via an extension or dial number, ensure that endpoint is active and reachable 41.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which role are you signing in as?

How will you handle calls?

Two questions. One permanent page you can send to your manager.

Step 1 Check your browser

Do

Agent and Supervisor Desktop require Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later 9. In browser settings, enable cookies, site data, images, and JavaScript 8. Disable the pop-up blocker for the desktop address and set browser zoom to 100 percent 8. Note that WebRTC audio is not supported when running inside Virtual Desktop Infrastructure (VDI) 60.

What you should see

Open the About page in your browser to confirm the version meets or exceeds the minimum required version 9.

Step 2 Open the desktop and authenticate

Do

Enter the desktop URL provided by your administrator into the browser address bar 48. Use only a single browser tab or window, as the desktop cannot run across multiple tabs or browsers concurrently 43. Enter your email address and click Sign In, then enter your password and click Sign In 39. If you need a password reset, selecting Forgot Password sends a 6-digit confirmation code to your email 39.

What you should see

Verify that the sign-in preferences screen loads 41. If prompted regarding an existing active session, close any other open desktop browser tabs 43.

Rollback

Suggested rollback: Close the browser tab before completing the sign-in sequence.

Step 3 Choose your role

Supervisor only: I manage agents but do not take contacts myself

Do

In the Role drop-down list, select Supervisor 44.

What you should see

Suggested check: Confirm that Supervisor is selected in the Role drop-down list. If no Role field is visible, your profile is assigned to a single role 44.

Rollback

Sign out via User Profile at the top right and sign in again with the alternate role 51.

Supervisor and Agent: I manage agents and also handle contacts as an agent

Do

In the Role drop-down list, select Supervisor and Agent 44.

What you should see

Verify that the Team drop-down list appears on the interface 46. If the Role field does not appear, your user account is provisioned for only one role 44.

Rollback

Sign out via User Profile at the top right and re-authenticate as Supervisor 51.

Step 4 Choose how you handle calls

Desktop: audio in my browser with a headset

Do

Under Handle calls using, choose Desktop 49. Calls will run over WebRTC directly in the browser and require no additional telephony input 49. If you want the browser to bypass this screen on subsequent logins, check Don't show this again 40.

What you should see

Verify that no telephone number or extension fields are prompted 49. If operating inside VDI, choose Extension or Dial Number instead, because WebRTC is unsupported in VDI environments 60.

Rollback

To modify this selection later, open User Profile > Profile Settings > Handle calls using when no active tasks, monitoring sessions, interactions, or incoming requests exist 11 10.

Extension: an internal extension configured by an administrator

Do

Under Handle calls using, select Extension and pick your assigned pre-validated extension from the options provided 41. Optionally, check Don't show this again to save sign-in preferences 40.

What you should see

Verify that your extension number appears in the field 41. If the Extension option is absent, your administrator has not configured a pre-validated extension for your profile 41.

Rollback

Open User Profile > Profile Settings > Handle calls using, select an alternate telephony option, and click Save followed by Confirm while no tasks or monitoring sessions are running 11 10.

Dial Number: an external or mobile phone number

Do

Under Handle calls using, select Dial Number and enter a validated telephone number 41. For international numbers, enter a + followed by the country code and number 42. Optionally, check Don't show this again 40.

What you should see

Verify that the entered number passes input validation without error 41.

Rollback

Open User Profile > Profile Settings > Handle calls using > Dial Number, enter new details, and click Save then Confirm when free of active tasks or monitoring sessions 11 10.

Step 5 Pick your team and finish signing in

Supervisor only: I manage agents but do not take contacts myself

Do

Click Save & Continue 45. No Team drop-down list appears for this role 46.

What you should see

Verify that the desktop opens and displays configured home page widgets 45.

Rollback

Sign out of the desktop by opening User Profile at the top right and clicking Sign Out 51.

Supervisor and Agent: I manage agents and also handle contacts as an agent

Do

Select your team from the searchable Team drop-down list 46. Click Save & Continue to proceed 45. Do not clear the selection before submitting, as an empty team submission triggers a sign-in failure while leaving the button active 47.

What you should see

Verify that the home page displays its configured widgets 45. If an error occurs, re-select an assigned team and submit again 47.

Rollback

Sign out of the desktop by opening User Profile at the top right and clicking Sign Out 51.

Step 6 Configure navigation and landing preferences

Do

Navigate to Monitor in the navigation pane to view Overview, Queues, Interactions, Team Performance, and Topics 21. To specify which screen appears upon authentication, click User Profile in the horizontal header, choose Profile Settings, pick your page under Landing preferences, and click Save 32 16.

What you should see

Verify that your user profile shows the teams you manage and the role you authenticated as 31. If you lack access permissions for your assigned landing screen, Supervisor Desktop redirects you automatically to the next accessible page in your hierarchy 19.

Rollback

Return to User Profile > Profile Settings, select a different page under Landing preferences, and click Save 16.

Step 7 Set your own availability

Supervisor only: I manage agents but do not take contacts myself

Do

Skip this step: supervisors without an agent persona do not receive incoming customer contacts 44.

What you should see

A supervisor who signs in without an agent persona receives no incoming customer contacts 44.

Supervisor and Agent: I manage agents and also handle contacts as an agent

Do

Your session starts by default in the Idle state 14. To start receiving contacts, select Available from the state drop-down menu or search 30. Configure availability across all channels simultaneously, or toggle Voice, Chat, Email, and Social independently if granular controls are active, and click Apply 13 30.

What you should see

Confirm that your header state reflects Available across the selected channels 30.

Rollback

Select Idle, choose an administrator-configured reason code, and click Apply 30 55.

Step 8 Supervise queues

Do

Select Monitor > Queues to view real-time statistics including waiting contacts, handle times, available and idle agent counts, RONA, and abandon metrics 34. Adjust displayed columns as necessary 34. If permitted by your Additional Supervisory privileges, click View for queue details, or Manage agents to modify agent assignments on agent-based queues 1 33.

What you should see

Confirm that queues displayed belong only to teams you manage and currently have at least 1 active contact 35. A queue drops off the list after midnight tenant time once its contacts are completed 35.

Rollback

Open Manage agents on the queue to restore original agent memberships 33.

Step 9 Review team performance and message an agent

Do

Select Monitor > Team performance and switch between the Live tab for ongoing agent status and the History tab for completed tasks 58. To communicate with an individual agent, open the chat from their Actions column and enter a message up to 1000 characters 20.

What you should see

Verify that the Team Performance Details table presents live updates with agent names, state durations, per-channel status, telephony numbers, sites, teams, skill profiles, and login times 56 59.

Step 10 Change an agent's state

Do

On the Team performance view, click the ellipsis (...) in the target agent's Actions column, select Manage channel availability > Change agent state, pick the state, and click Apply 54.

What you should see

Confirm that an information icon (i) appears next to the agent's status timer, which indicates your name upon hover 53. If the state change is rejected, the agent is actively engaged with a customer and you must wait until the contact finishes 52.

Rollback

Select the agent's ellipsis (...), open Manage channel availability > Change agent state, choose their preceding state, and click Apply 54.

Step 11 Listen to an active call

Do

Navigate to Monitor > Interactions and open the Active tab 15 26. Select the call, click View in the Actions column, and select Listen 26. When the monitoring request pop-over appears on your endpoint, answer the call 25. Use the Pause control to temporarily mute audio and Resume to restore it 24.

What you should see

Verify that the monitoring control pane appears and you can silently hear the call audio 25. Note that a supervisor can monitor only 1 agent at a time 23. If the agent transfers the call to a different team or queue, monitoring automatically terminates 27.

Rollback

Click End Listen in the monitoring control pane to terminate the session 12.

Step 12 Barge into a monitored call

Do

While actively listening to an unpaused call, click Barge In 6 4. Speak to join the conversation with the agent and customer 5. When finished, click End Listen to leave the call 12.

What you should see

Verify that your microphone un-mutes and you are bridged into the live conversation 5. Barge In is prevented if another supervisor is already monitoring, if the agent is engaged in a consult call, if the session is currently paused, or if your telephony endpoint has disconnected 4 7.

Rollback

Barge-in audio cannot be un-broadcast to participants; click End Listen to disconnect your leg from the call 12.

Step 13 Sign an agent out

Do

On Monitor > Team performance, click the sign-out icon in the Actions column for the target agent, select Sign Out Agent, and confirm by clicking Sign Out in the pop-up dialog 3.

What you should see

Confirm that the agent is signed out from the team view 3. Sign-out cannot be performed if the agent is actively handling a contact, is in wrap-up, or holds accepted asynchronous tasks such as email 2.

Step 14 Sign out of Supervisor Desktop

Do

Conclude all active calls and monitoring sessions 50. Change your availability state to Idle 51. Click your User Profile in the top-right corner of the horizontal header and click Sign Out 32 51.

What you should see

Verify that the session terminates and returns to the sign-in screen 48. The desktop will prevent sign-out attempts while any interaction or monitoring task remains active 50.

Rollback

Suggested rollback: Enter your credentials at the sign-in page to start a new session.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Supervisor Desktop, and Cisco Webex Contact Center Agent Desktop. Deployments: multi-tenant. Sources checked 2026-09-23. - Cisco enhanced Supervisor Desktop with a redesigned workspace and landing pages on 2026-06-03 36.

Browser requirements specify Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later 9.
Granular Agent State Control by Media Type is administrator-controlled from 2026-04-30 until 2026-10-29, becoming generally available afterward 13.
Scheduled call monitoring capabilities became available on 2026-07-30 38.

What remains uncertain

Whether a sent supervisor-to-agent chat message can be edited or retracted is not covered by the sources below.
Whether an agent force sign-out can be undone or aborted once submitted is not covered by the sources below.
The procedural steps to configure and trigger scheduled call monitoring sessions are not covered by the sources below.
The specific list of available agent states that a supervisor is authorized to select when changing another agent's state is not covered by the sources below.
Whether a whisper coach function exists alongside the Listen and Barge In controls is not covered by the sources below.

Sources

1
Which supervisory functions a supervisor can use in Supervisor Desktop is granted by an administrator through the Additional Supervisory access setting in the supervisor's user profile.
Manage access in Webex Contact Center · Manage access > Supervisory and desktop permissions for supervisors > Additional Supervisory · Checked 2026-09-23
2
A supervisor cannot sign out an agent who is interacting with a customer, is in wrap-up, or holds accepted asynchronous tasks such as email.
Supervise your agents and teams · Supervise your agents and teams > Sign out agents > restrictions · Checked 2026-09-23
3
To sign an agent out, the supervisor clicks the sign-out icon in the Actions column on Monitor > Team performance, clicks Sign Out Agent, and confirms with Sign Out in the Confirm Sign Out pop-up.
Supervise your agents and teams · Supervise your agents and teams > Sign out agents procedure · Checked 2026-09-23
4
Barge In is unavailable when the call is already monitored by another supervisor, when the agent is in a consultation call, or while monitoring is paused.
Monitor agents on a call · Monitor agents on a call > barge in > restrictions · Checked 2026-09-23
5
Clicking Barge In turns the supervisor's microphone on and makes them a participant in the call.
Monitor agents on a call · Monitor agents on a call > barge in · Checked 2026-09-23
6
A supervisor can barge in only after they have successfully started listening to the call.
Manage and monitor interactions · Manage and monitor interactions > barge in · Checked 2026-09-23
7
Barge In is not available when the supervisor's desktop telephony is disconnected.
Monitor agents on a call · Monitor agents on a call > barge in > note · Checked 2026-09-23
8
The desktop needs cookies and site data, images and JavaScript enabled and the pop-up blocker disabled, and works best at 100 percent browser zoom.
System requirements for Webex Contact Center Desktop · System requirements > browser settings; screen resolution · Checked 2026-09-23
9
Agent and Supervisor Desktop require Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later.
System requirements for Webex Contact Center Desktop · System requirements > supported browsers · Checked 2026-09-23
10
The dial number or extension can be changed only when there are no active tasks, monitoring sessions, interactions or incoming task requests.
Change your dial number or extension in Supervisor Desktop · Change your dial number or extension in Supervisor Desktop > before you begin · Checked 2026-09-23
11
After sign-in, the supervisor changes their dial number or extension from User Profile > Profile Settings by choosing Dial Number or Extension under Handle calls using, entering the value, and clicking Save then Confirm.
Change your dial number or extension in Supervisor Desktop · Change your dial number or extension in Supervisor Desktop > procedure steps 1-4 · Checked 2026-09-23
12
Clicking End Listen ends the monitoring activity and disconnects the supervisor from the call, including after a barge-in.
Monitor agents on a call · Monitor agents on a call > end monitoring · Checked 2026-09-23
13
Granular Agent State Control by Media Type, released 2026-04-30, lets agents and supervisors handle Voice, Chat, Email and Social states independently, is enabled by an administrator Control Hub toggle until 2026-10-29, and becomes generally available after that date.
What's new for administrators in Webex Contact Center · What's new > April 30, 2026 > Granular Agent State Control by Media Type · Checked 2026-09-23
14
Idle is the default state when an agent signs in.
Understand agent states · Understand agent states > Idle · Checked 2026-09-23
15
The Interactions page has an Active tab for ongoing interactions, a Queued tab for interactions awaiting assignment, and a Completed tab for finished interactions in wrap-up.
Manage and monitor interactions · Manage and monitor interactions > interaction tabs · Checked 2026-09-23
16
To set a landing page, the supervisor opens User Profile > Profile Settings, picks a page from the Landing preferences landing screen drop-down list, and clicks Save; the options offered depend on the role and access privileges.
Set your landing page in Supervisor Desktop · Set your landing page in Supervisor Desktop > procedure steps 1-3 · Checked 2026-09-23
17
The default landing page assigned to supervisors is Monitor > Overview.disputed
Get started with Supervisor Desktop · Get started with Supervisor Desktop > default landing page list · Checked 2026-09-23
18
The default landing page assigned to supervisors is Monitor > Queues.disputed
Set your landing page in Supervisor Desktop · Set your landing page in Supervisor Desktop > default landing page · Checked 2026-09-23
19
If the supervisor lacks permission for their assigned default page, Supervisor Desktop redirects them to the next available page in their access hierarchy.
Get started with Supervisor Desktop · Get started with Supervisor Desktop > default landing page · Checked 2026-09-23
20
From the Actions column on Team Performance Details the supervisor can open a chat and send an agent a one-on-one message of up to 1000 characters.
Supervise your agents and teams · Supervise your agents and teams > Send a message · Checked 2026-09-23
21
The Monitor section of the Supervisor Desktop navigation pane contains Overview, Queues, Interactions, Team Performance and Topics.
Get started with Supervisor Desktop · Get started with Supervisor Desktop > navigation pane > Monitor · Checked 2026-09-23
22
With Granular Agent State Control by Media Type, monitoring and barging controls are managed only from the Interactions page and are no longer in the Team Performance widget.disputed
What's new for administrators in Webex Contact Center · What's new > April 30, 2026 > Granular Agent State Control by Media Type · Checked 2026-09-23
23
A supervisor can monitor only one agent at a time.
Monitor agents on a call · Monitor agents on a call > restrictions · Checked 2026-09-23
24
During monitoring, Pause temporarily mutes the monitored call audio and Resume continues listening.
Monitor agents on a call · Monitor agents on a call > pause and resume · Checked 2026-09-23
25
After Listen, a monitoring request pop-over appears; once the supervisor answers the call, the monitoring control pane appears and they hear the live conversation as a silent participant.
Monitor agents on a call · Monitor agents on a call > procedure step 6 and result · Checked 2026-09-23
26
To monitor a call, the supervisor opens Monitor > Interactions, selects the interaction on the Active tab, clicks View in the Actions column, and clicks Listen in the interaction details.
Monitor agents on a call · Monitor agents on a call > procedure steps 1-5 · Checked 2026-09-23
27
If the agent transfers the monitored call to a different team or queue, the monitoring session ends automatically.
Manage and monitor interactions · Manage and monitor interactions > monitoring restrictions · Checked 2026-09-23
28
The current Supervisor Desktop monitoring articles describe Listen, Pause, Resume, Barge In and End Listen and no whisper or coach control.inferred
Monitor agents on a call · Monitor agents on a call > whole article; read with Manage and monitor interactions · Checked 2026-09-23
29
A supervisor signed in with the Supervisor and Agent role sets their own agent availability with the same state control the agent article describes.inferred
Understand agent states · Understand agent states > set your availability; read with Sign in to Supervisor Desktop step 4 · Checked 2026-09-23
30
An agent sets their own availability by choosing a state from the drop-down or search, either for all channels at once or per channel (Voice, Chat, Email, Social) with toggles, and clicking Apply.
Understand agent states · Understand agent states > set your availability · Checked 2026-09-23
31
The supervisor's user profile shows the teams they manage, the role they are signed in as, landing-page customisation and keyboard shortcuts.
Get started with Supervisor Desktop · Get started with Supervisor Desktop > user profile section · Checked 2026-09-23
32
The User Profile control sits in the desktop's horizontal header, and Profile Settings is opened from User Profile.
Set your landing page in Supervisor Desktop · Set your landing page in Supervisor Desktop > procedure step 1 · Checked 2026-09-23
33
Depending on user-profile privileges, the Queues page offers View for queue-level detail and Manage agents to add or remove agents on agent-based queues only.
Supervise and manage Contact Center queues · Supervise and manage Contact Center queues > actions · Checked 2026-09-23
34
Queue statistics are reached from Monitor > Queues, which lists real-time metrics per queue such as waiting contacts, average wait and handle times, available and idle agents, RONA and abandoned interactions, with configurable columns.
Supervise and manage Contact Center queues · Supervise and manage Contact Center queues > Queue statistics · Checked 2026-09-23
35
A supervisor sees only the queues assigned to the teams they manage, and a queue appears only while it has at least one active contact, dropping off after midnight tenant time once its contacts are completed.
Supervise and manage Contact Center queues · Supervise and manage Contact Center queues > visible queues · Checked 2026-09-23
36
On 2026-06-03 Cisco released an enhanced Supervisor Desktop with a reorganised unified workspace, customisable landing pages and granular role-based access control.
What's new for supervisors in Webex Contact Center · What's new for supervisors > June 3, 2026 > Enhanced Supervisor Desktop · Checked 2026-09-23
37
Supervisor Desktop can be signed in to as supervisor only, as supervisor and agent, as a licensed administrator or as an unlicensed administrator.
Get started with Supervisor Desktop · Get started with Supervisor Desktop > sign-in roles · Checked 2026-09-23
38
Since 2026-07-30 supervisors can schedule call monitoring sessions in advance from Supervisor Desktop, targeting a queue, team or agent, with recurring schedules.
What's new for supervisors in Webex Contact Center · What's new for supervisors > July 30, 2026 > Schedule Call Monitoring from Supervisor Desktop · Checked 2026-09-23
39
The supervisor enters their email address and clicks Sign In, then enters their password and clicks Sign In; a Forgot Password link sends a six-digit confirmation code to the email address.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure steps 2 and 3 · Checked 2026-09-23
40
Checking Don't show this again at sign-in turns on automatic sign-in for later sessions; the browser saves the chosen preferences either way.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 6 · Checked 2026-09-23
41
At sign-in the Handle calls using drop-down offers Desktop, Extension (chosen from pre-validated extensions where configured) and Dial Number (a validated number that may be entered in international format).
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 5 (Handle calls using) · Checked 2026-09-23
42
A dial number entered at sign-in in international format takes the form + followed by the country code and the phone number.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 5 > Dial Number · Checked 2026-09-23
43
Supervisor Desktop cannot be used in more than one browser or tab at the same time, and a prompt appears if the supervisor tries.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > before you begin · Checked 2026-09-23
44
At sign-in the Role drop-down list offers Supervisor (supervisor tasks only) and Supervisor and Agent, and the field appears only when the user's profile is configured for both roles.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 4 (Role) · Checked 2026-09-23
45
Sign-in is completed by clicking Save & Continue, after which the home page displays the configured widgets.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 8 and following result · Checked 2026-09-23
46
The Team drop-down list at sign-in, which can be searched, is available only when the Supervisor and Agent role is selected.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 7 (Team) · Checked 2026-09-23
47
Known issue: clearing the team selection does not disable Save & Continue, and submitting with no team causes a sign-in error, so a valid team must be selected before continuing.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > known issues note · Checked 2026-09-23
48
To sign in to Supervisor Desktop, the supervisor enters the URL provided by their administrator in the browser address bar.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 1 · Checked 2026-09-23
49
Choosing Desktop under Handle calls using carries calls over WebRTC in the browser and requires no further input.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > procedure step 5 > Desktop · Checked 2026-09-23
50
A supervisor cannot sign out of Supervisor Desktop while a conversation or a monitoring task is active.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > sign out paragraph note · Checked 2026-09-23
51
To sign out of Supervisor Desktop, the supervisor changes their availability to Idle, clicks their User Profile at the top right of the desktop, and selects Sign Out.
Sign in to Supervisor Desktop · Sign in to Supervisor Desktop > sign out paragraph · Checked 2026-09-23
52
A supervisor cannot change an agent's state while the agent is actively interacting with a customer and must wait until the interaction completes.
Supervise your agents and teams · Supervise your agents and teams > Change agent state > note · Checked 2026-09-23
53
After a supervisor changes an agent's state, an information icon (i) appears next to the status timer, and hovering over it shows who made the change.
Supervise your agents and teams · Supervise your agents and teams > Change agent state > result · Checked 2026-09-23
54
To change an agent's state, the supervisor clicks the ellipsis (...) in the Actions column, selects Manage channel availability > Change agent state, chooses a state from the list, and clicks Apply.
Supervise your agents and teams · Supervise your agents and teams > Change agent state procedure · Checked 2026-09-23
55
Webex Contact Center agent states include Available, Idle (with administrator-configured idle reason codes), Reserved, Engaged, Engaged Other, Wrap-Up and RONA.
Understand agent states · Understand agent states > agent availability states · Checked 2026-09-23
56
The Team Performance Details table shows each agent's name, agent state duration, per-channel status for voice, chat, email and social, phone number, site, team, skill profile, dynamic skills, sign-in time and an Action column.
Supervise your agents and teams · Supervise your agents and teams > Team Performance Details > columns table · Checked 2026-09-23
57
The Actions column on Team Performance Details includes a Listen icon for silently monitoring an agent's call, where administrator privileges allow.disputed
Supervise your agents and teams · Supervise your agents and teams > Actions column · Checked 2026-09-23
58
Team performance is reached from Monitor > Team performance, which has a Live tab and a History tab.
Supervise your agents and teams · Supervise your agents and teams > Team Performance Details · Checked 2026-09-23
59
The Team Performance Details page gives live updates about an agent and a consolidated view of their performance.
Understand Supervisor Desktop user interface · Understand Supervisor Desktop user interface > team management · Checked 2026-09-23
60
WebRTC is not supported in Virtual Desktop Infrastructure (VDI), although the desktop itself works with third-party VDI solutions.
System requirements for Webex Contact Center Desktop · System requirements > WebRTC · Checked 2026-09-23

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 23). Using the Webex Contact Center Supervisor Desktop. WarmTransfer. https://warmtransfer.net/guides/webex-cc-supervisor-desktop-user-guide

BibTeX

@misc{warmtransfer-webex-cc-supervisor-desktop-user-guide,
  title  = {Using the Webex Contact Center Supervisor Desktop},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/webex-cc-supervisor-desktop-user-guide},
  note   = {Verified 2026-09-23}
}

Using the Webex Contact Center Supervisor Desktop

Before you start

What changes by situation

Step 1 Check your browser

Do

What you should see

Step 2 Open the desktop and authenticate

Do

What you should see

Rollback

Step 3 Choose your role

Do

What you should see

Rollback

Do

What you should see

Rollback

Step 4 Choose how you handle calls

Do

What you should see

Rollback

Do

What you should see

Rollback

Do

What you should see

Rollback

Step 5 Pick your team and finish signing in

Do

What you should see

Rollback

Do

What you should see

Rollback

Step 6 Configure navigation and landing preferences

Do

What you should see

Rollback

Step 7 Set your own availability

Do

What you should see

Do

What you should see

Rollback

Step 8 Supervise queues

Do

What you should see

Rollback

Step 9 Review team performance and message an agent

Do

What you should see

Step 10 Change an agent's state

Do

What you should see

Rollback

Step 11 Listen to an active call

Do

What you should see

Rollback

Step 12 Barge into a monitored call

Do

What you should see

Rollback

Step 13 Sign an agent out

Do

What you should see

Step 14 Sign out of Supervisor Desktop

Do

What you should see

Rollback

See also

Applicability

What remains uncertain

See also

Companion of

Referenced by

Sources

Documents

Cite this page