The interactions details view and the coach control
Verified 2026-09-05 · 8 claims · sources tier 2 · 1 disputed
Also known as Coach agent, Interactions details view, Team Performance widget.
The interactions details view presents live and completed transcripts across every channel type, including timings, duration, hold time, handle time, and a customer journey spanning channels and days 4. For live interactions, Cisco documents a Coach agent action that provides real-time private coaching to the agent without the customer hearing 2.
Surface navigation and interface differences
Two articles state that live-call controls were moved off a Team Performance widget onto the interactions page 1. Across the documentation, this destination is framed inconsistently: sources disagree on whether the destination is a full-page details page or an interaction details modal, with 3 articles describing the same click path to a supervisor's live-call surface while 1 calls it a full-page details page and 2 call it an interaction details modal 8.
Interaction actions and coach control
The interactions details view provides 4 actions on a live interaction: send a message to the agent, listen, join or barge in, and coach the agent 5. Coaching is listed strictly among the actions for live interactions, whereas the in-queue list contains 2 actions and documentation provides no action list for a completed interaction 3.
Documentation states that coaching is private from the customer, but it says nothing about whether the agent is shown that coaching is taking place or whether anyone else can tell 7. Furthermore, documentation names no specific entitlement for coaching; the only permission requirement stated is having appropriate permissions to reach the interactions page at all 6.
See also
- See also What a supervisor can do and what is recorded of it.
- See also The interactions surface and scheduled call monitoring.
- 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
- The specific entitlement that grants coaching is not covered by any claim in this article.
- A documented whisper control is not covered by any claim in this article.
- Sources disagree on whether the 3 supervisor live-call articles describe one unified surface, as documentation describes the identical click path but names the destination as a full-page details page in 1 article and an interaction details modal in 2 others 8.
See also
Part of
- What a supervisor can do and what is recorded of it — The surface that names the coach control
Related to
- The interactions surface and scheduled call monitoring — Two names for what may be one destination
- What gates a Webex Contact Center supervisor — A documented control with no documented entitlement
Claims
| # | Claim | Status | Confidence | Verified |
|---|---|---|---|---|
| 1 | Two articles state that the live-call controls were moved off a Team Performance widget onto the interactions page. Manage and Monitor Interactions · Manage and Monitor Interactions and Monitor agents on a call | fact | 0.90 | 2026-09-05 |
| 2 | 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 | fact | 0.90 | 2026-09-05 |
| 3 | Coaching is listed only among the actions for live interactions; the in-queue list has 2 actions and the article gives no action list for a completed interaction. Interactions details view in Supervisor Desktop · Interactions details view in Supervisor Desktop, action lists | fact | 0.90 | 2026-09-05 |
| 4 | The details view presents live and completed transcripts for every channel type, with timings, duration, hold time and handle time, and a customer journey across channels and days. Interactions details view in Supervisor Desktop · Interactions details view in Supervisor Desktop, Features | fact | 0.90 | 2026-09-05 |
| 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 | fact | 0.90 | 2026-09-05 |
| 6 | The article names no entitlement for coaching; the only permission language in it is a requirement for appropriate permissions to reach the interactions page at all. Interactions details view in Supervisor Desktop · Interactions details view in Supervisor Desktop, whole article | fact | 0.90 | 2026-09-05 |
| 7 | Coaching is stated to be private from the customer, and the article says nothing about whether the agent is shown that coaching is happening or whether anyone else can tell. Interactions details view in Supervisor Desktop · Interactions details view in Supervisor Desktop, For live interactions | fact | 0.90 | 2026-09-05 |
| 8 | 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. Interactions details view in Supervisor Desktop · Interactions details view against Manage and Monitor Interactions and Monitor agents on a call | disputed | 0.60 | 2026-09-05 |
Sources
Interactions details view in Supervisor Desktop
Manage and Monitor Interactions
Cite this page
APA
WarmTransfer. (2026, September 5). The interactions details view and the coach control. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-supervisor-desktop-interactions-details-view
BibTeX
@misc{warmtransfer-wxcc-supervisor-desktop-interactions-details-view,
title = {The interactions details view and the coach control},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/wxcc-supervisor-desktop-interactions-details-view},
note = {Verified 2026-09-05}
}