The interactions surface and scheduled call monitoring

Verified 2026-09-05 · 15 claims · sources tier 2 · 3 disputed

Also known as Call Listening, Manage and Monitor Interactions, Schedule listening.

The interactions surface provides 3 tabs—Active, Queued, and Completed—over a table of 8 data columns, supporting historical filtering up to 13 months alongside export to Excel or comma-separated values 7. Monitoring from this surface requires opening an interaction's details, selecting listen, and answering the resulting call to access controls for pause, resume, barge in, and ending the listen session 6.

Interactions surface behavior and monitoring

The interactions list displays 500 interactions on initial load and loads more on scroll, while new incoming interactions trigger a banner that the user must click 3.

In the field, the interactions article republishes 4 live-call monitoring rules while omitting 4 rules found in the older article it supersedes 4. The older monitoring article specifically carries 4 live-call monitoring rules:

• Barge is blocked while monitoring is paused 5.
• Barge is blocked when another supervisor is already monitoring 5.
• An agent consult initiated after a barge puts the supervisor on hold with automatic resume 5.
• The losing supervisor receives an error 5.

Neither the interactions article nor the scheduled monitoring article mentions recording, and neither says anything about notifying the agent or the customer that monitoring is taking place 11.

Scheduled call monitoring

Scheduled monitoring relies on a Monitoring module defined on the user profile, which includes a Call Listening permission configured with edit access and a schedule listening check box 12. Across this Monitoring module, entitlements take 2 distinct forms: a permission configured for edit access and a check box 14.

Sources disagree regarding the location of the schedule listening interface: the scheduling article places the schedule listening control on the Team Performance page, whereas the monitoring articles state that live-call controls moved away from that page 8.

When a monitoring schedule triggers, the supervisor receives a monitoring call and must answer it to begin listening, meaning nothing is monitored automatically 13. If multiple supervisors are eligible to receive a scheduled monitoring session, the documentation states resolution is based on availability without specifying any order or priority 9.

Schedule limits

A monitoring schedule adheres to the following system constraints:

• Queues: at least 1, up to 250 10.
• Teams: at least 1, up to 100 10.
• Agents: either all agents or up to 500 selected manually 10.
• Duration: spans at most 6 months 10.
• Tenant capacity: up to 2000 schedules per tenant 10.

See also

• See also What a supervisor can do and what is recorded of it.
• See also What a Webex Contact Center user profile grants.
• See also Webex Contact Center system limits reference.
• See also What gates a Webex Contact Center supervisor.

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

Whether the 4 unrepublished live-call rules still hold is not covered by any claim in this article. The permissions behind barge whisper and coach are not covered by any claim in this article. Whether participants are told a call is being monitored is not covered by any claim in this article. What happens when nobody answers a scheduled monitoring call is not covered by any claim in this article.

WarmTransfer. (2026, September 5). The interactions surface and scheduled call monitoring. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-manage-monitor-interactions

@misc{warmtransfer-wxcc-manage-monitor-interactions,
  title  = {The interactions surface and scheduled call monitoring},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-manage-monitor-interactions},
  note   = {Verified 2026-09-05}
}