# The interactions surface and scheduled call monitoring

Canonical: https://warmtransfer.net/knowledge/wxcc-manage-monitor-interactions

Last verified: 2026-09-05

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](https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop).
- See also [What a Webex Contact Center user profile grants](https://warmtransfer.net/knowledge/wxcc-user-profiles).
- See also [Webex Contact Center system limits reference](https://warmtransfer.net/knowledge/webex-cc-system-limits).
- See also [What gates a Webex Contact Center supervisor](https://warmtransfer.net/knowledge/wxcc-additional-supervisory-permissions).

## Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.

## What remains uncertain

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

## Sources

[^1]: Two articles state that the live-call controls were moved off a Team Performance widget onto the interactions page. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions and Monitor agents on a call. Checked 2026-09-05.
[^2]: Three articles describe the same click path to a supervisor's live-call surface and name the destination differently: one calls it a full-page details page and 2 call it an interaction details modal (disputed). Source: [Interactions details view in Supervisor Desktop](https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop), Interactions details view against Manage and Monitor Interactions and Monitor agents on a call. Checked 2026-09-05.
[^3]: The interactions list loads 500 interactions and grows on scroll, with new arrivals announced by a banner the reader must click. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions, list behaviour. Checked 2026-09-05.
[^4]: The interactions article republishes 4 of the live-call monitoring rules and omits 4 that the article it supersedes carries (field report). Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions, compared against the monitoring article. Checked 2026-09-05.
[^5]: 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. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, live-call monitoring rules. Checked 2026-09-05.
[^6]: 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. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions, monitoring path. Checked 2026-09-05.
[^7]: 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. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions, page description. Checked 2026-09-05.
[^8]: The scheduling article places the schedule listening control on the Team Performance page, which the monitoring articles say the live-call controls moved away from (disputed). Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring, navigation; against the monitoring and interactions articles. Checked 2026-09-05.
[^9]: Where more than one supervisor could take a scheduled monitoring session, the article says it is resolved based on availability and states no order or priority. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring, contention. Checked 2026-09-05.
[^10]: A monitoring schedule names at least 1 queue up to 250, at least 1 team up to 100, and either all agents or up to 500 chosen by hand, spans at most 6 months, and a tenant may hold 2000 schedules. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring, limits. Checked 2026-09-05.
[^11]: 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 happening. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Both articles, counted against the rendered text. Checked 2026-09-05.
[^12]: 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. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring, prerequisites. Checked 2026-09-05.
[^13]: When a monitoring schedule fires the supervisor receives a monitoring call and must answer it to begin listening; nothing is monitored automatically. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring, behaviour when a schedule fires. Checked 2026-09-05.
[^14]: The Monitoring module carries 2 differently shaped entitlements: a permission set to edit access and a check box. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring, prerequisites. Checked 2026-09-05.
[^15]: The Supervisor Desktop article calls the interactions surface Interactions and points at an article titled Interactions details view in Supervisor Desktop, where the corpus holds the surface as Manage and Monitor Interactions (disputed). Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop, Monitor, Interactions. Checked 2026-09-05.