# Troubleshooting Webex Contact Center supervisor monitoring and barge-in Canonical: https://warmtransfer.net/knowledge/wxcc-supervisor-monitoring-troubleshooting Last verified: 2026-10-02 In Webex Contact Center Supervisor Desktop, a supervisor can listen to a live agent-customer voice conversation as a silent participant[^44]. Clicking Barge In while monitoring turns on the supervisor's microphone and makes the supervisor a participant in the call[^7]. ## How monitoring and barge-in work Monitoring and barge-in controls in Supervisor Desktop are managed only from the Interactions page[^21]. The Interactions page has Active, Queued and Completed tabs, and Completed holds interactions that have finished and are in wrap-up[^23]. To start monitoring, the supervisor opens Interactions, selects the Active tab, clicks View on the interaction, and then clicks Listen in the details view[^25]. Barge In is available only after the supervisor has successfully started listening to the call[^4]. Pause temporarily mutes a monitored call for the supervisor, and Resume continues monitoring[^30]. Supervisors can also monitor how agents handle personal callbacks[^31]. Before monitoring, the supervisor's browser and telephony settings must be set up for audio playback[^3]. A supervisor must finish monitoring a call before signing out of Supervisor Desktop[^43]. ## Access and visibility The administrator must give a supervisor's user profile the appropriate permissions before the supervisor can open the Interactions page[^22]. Granting Edit access to Additional Supervisory in a supervisor user profile reveals a list of supervisory functions that can be enabled for Supervisor Desktop[^1]. A Supervisor Desktop user can sign in with station credentials set to either Supervisor and Agent or Supervisor only[^46]. A user profile can be assigned up to 5 resource collections, which determine the resources and data the user can see in Control Hub, Flow Designer, Analyzer and Desktop[^20]. When a supervisor's user profile is limited to resource collections containing specific teams, the supervisor sees only agents mapped to those teams[^49]. If All resources is selected in a user profile, users assigned that profile see every Webex Contact Center resource[^2]. Teams can be added to a user-profile resource collection only for sites already in that resource collection[^56]. Each resource collection can hold up to 350 resources, and an organisation can have up to 1,000 resource collections[^16]. Team Performance Details lists only agents who are signed in and belong to the supervisor's assigned teams[^53]. For good performance, Cisco recommends at most 500 agents across all teams a supervisor manages[^51]. WarmTransfer's reading of the sources is that, if a supervisor cannot see a team or its agents, the first things to check are the resource collections in the supervisor's user profile and whether the agents are signed in, because both limit what Supervisor Desktop shows[^47]. ## Diagnosing Listen failures An agent can be monitored by only one supervisor at a time[^29]. If another supervisor is already monitoring an agent, the Listen button is disabled for other supervisors[^24]. When several supervisors try to monitor the same agent at once, the first request starts and later requesters get an error[^19]. Both monitoring and barge-in are unavailable when the supervisor's desktop telephony is disconnected[^50]. If no audio is heard, confirm that the supervisor's browser and telephony settings are set up for audio playback[^3]. If the monitored agent transfers the call to a different team or queue, the monitoring session ends[^54]. ## Diagnosing Barge In failures WarmTransfer's reading of the sources is that, if Barge In is unavailable, the documented causes to rule out are: monitoring not yet started, monitoring paused, agent on a consult, another supervisor already monitoring, and desktop telephony disconnected[^6]. The documented basis for each cause: - Barge In appears only after listening has started successfully[^4]. - Barge-in is unavailable while monitoring is paused, so the supervisor has to resume monitoring first[^28]. - A supervisor cannot barge in while the agent is on a consultation call[^27]. - An agent can be monitored by only one supervisor at a time[^29]. - Barge-in is unavailable when the supervisor's desktop telephony is disconnected[^9]. During a barge-in, the supervisor cannot transfer the call, drop the agent, start a consult, or start a conference[^8]. If the agent starts a consult after the supervisor has barged in, the supervisor is put on hold, and the barge-in resumes automatically when the consult ends[^5]. ## Telephony and notification behavior WebRTC desktop telephony is not available to Supervisor Desktop users in VDI environments[^55]. With 'Manage Webex Calling calls in Agent Desktop' turned on, a Supervisor and Agent user gets no answer button for supervisor functions such as monitoring[^26]. That feature is for the agent persona only, and it does not stop monitoring or barge-in calls from ringing in the Webex App or linked devices[^32]. Webex Calling has separate org-level and queue-level settings that play a tone to the agent when a supervisor monitors, coaches or barges in[^13]. In Webex Calling, the supervisor barge-in notification tone is separate from the regular barge-in tone, and enabling only the regular tone plays nothing when a supervisor barges into a queue call[^12]. ## Scheduled call monitoring With scheduled call monitoring, when a matching call starts and the supervisor is signed in, Webex Contact Center offers the monitoring call so the supervisor can listen from the start[^36]. Administrators can use user profile permissions to control which users may create and manage call monitoring requests[^37]. Scheduled call monitoring requires a user profile with Call Listening set to Edit access and the Schedule listening checkbox enabled[^38]. Scheduled monitoring can target only agents, teams and queues inside the supervisor's assigned scope[^39]. One monitoring schedule can include at most 250 queues, 100 teams and 500 agents[^34]. Call monitoring schedule filters also allow at most 20 sites[^40]. A monitoring schedule can last at most 6 months[^41]. A tenant can have at most 2,000 listening schedules[^42]. Two monitoring schedules cannot have the same queue, team and agent[^35]. If another supervisor's schedule also matches the same call, the system assigns the monitoring request based on availability[^33]. ## System limits Webex Contact Center supports at most 2,000 concurrent call monitoring sessions[^17]. It supports at most 1,000 concurrent supervisor sessions and 3,000 supervisor users[^45]. The call monitoring dashboard filters are limited to 250 queues, 100 teams and 500 agents[^18]. ## Webex Calling Customer Assist differences In Webex Calling Customer Assist, a supervisor can use Whisper Coach to speak only to the agent and Barge to join the call with the agent and customer[^11]. Customer Assist supervisors monitor agents in the Webex App from the Customer Assist tool, under Agents and then Monitoring[^10]. ## See also - [Setting up supervisors in Webex Contact Center](https://warmtransfer.net/knowledge/wxcc-supervisor-setup) - [Troubleshooting agent audio on the Webex Contact Center desktop](https://warmtransfer.net/knowledge/wxcc-desktop-audio-troubleshooting) - [Troubleshooting Webex Contact Center users that do not appear as agents](https://warmtransfer.net/knowledge/wxcc-user-provisioning-troubleshooting) - [Webex Calling Customer Assist as a product](https://warmtransfer.net/knowledge/webex-calling-customer-assist) - [Webex Contact Center system limits reference](https://warmtransfer.net/knowledge/webex-cc-system-limits) - [Webex Contact Center workforce optimization and recording](https://warmtransfer.net/knowledge/webex-cc-wfo) ## Applicability Applies to: Cisco Webex Contact Center, Cisco Webex Calling, and Cisco Webex Calling Customer Assist. Deployments: multi-tenant. Sources checked 2026-10-02. ## What remains uncertain Whether user profiles have separate Call Monitoring checkboxes for mid-call monitoring and for barge-in is not covered by the sources below. Whether Whisper Coach is available in Webex Contact Center Supervisor Desktop, and what its general-availability status is, is not covered by the sources below. The only Whisper Coach claim describes Webex Calling Customer Assist[^11]. Supervisor Desktop users can sign in as Supervisor only[^46]. The specific telephony requirements for a Supervisor-only user to monitor calls are not covered by the sources below. Live monitoring or barge-in of chat, email and social interactions is not covered by the sources below. How monitoring or barge-in interacts with call recording or pause-recording is not covered by the sources below. Monitoring agents whose station is a PSTN dial number or an extension on a separate call-control platform is not covered by the sources below. Later supervisors who request to monitor an agent already being monitored get an error[^19]. A transfer to a different team or queue ends the monitoring session[^54]. The exact error text shown in either case is not covered by the sources below. Agent notification tones for supervisor functions are documented as Webex Calling settings[^13]. Whether Webex Contact Center plays an agent notification tone when a supervisor monitors or barges in is not covered by the sources below. ## Sources [^1]: Granting Edit access to Additional Supervisory in a supervisor user profile reveals a list of supervisory functions that can be enabled for Supervisor Desktop. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access in Webex Contact Center: Supervisor user profile, supervisory and desktop permissions for supervisors. Checked 2026-10-02. [^2]: If All resources is selected in a user profile, users assigned that profile see every Webex Contact Center resource. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access in Webex Contact Center: Resource access. Checked 2026-10-02. [^3]: Before monitoring, the supervisor's browser and telephony settings must be set up for audio playback. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: before you begin / prerequisites. Checked 2026-10-02. [^4]: Barge In is available only after the supervisor has successfully started listening to the call. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: Monitor agents on a call, barge-in step. Checked 2026-10-02. [^5]: If the agent starts a consult after the supervisor has barged in, the supervisor is put on hold and the barge-in resumes automatically when the consult ends. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: barge-in notes on consultation. Checked 2026-10-02. [^6]: If Barge In is unavailable, the documented causes to rule out are: monitoring not yet started, monitoring paused, agent on a consult, another supervisor already monitoring, and desktop telephony disconnected (inferred). Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: barge-in restrictions; Manage and Monitor Interactions: notes. Checked 2026-10-02. [^7]: Clicking Barge In while monitoring turns on the supervisor's microphone and makes the supervisor a participant in the call. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: barge-in steps. Checked 2026-10-02. [^8]: During a barge-in the supervisor cannot transfer the call, drop the agent, start a consult or start a conference. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: barge-in restrictions. Checked 2026-10-02. [^9]: Barge-in is unavailable when the supervisor's desktop telephony is disconnected. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: barge-in restrictions. Checked 2026-10-02. [^10]: Customer Assist supervisors monitor agents in the Webex App from the Customer Assist tool, under Agents and then Monitoring. Source: [Get started with Webex Calling Customer Assist for Supervisors](https://help.webex.com/en-us/article/nc8142w/Get-started-with-Webex-Calling-Customer-Assist-for-Supervisors), Get started with Webex Calling Customer Assist for Supervisors: monitor all agents. Checked 2026-10-02. [^11]: In Webex Calling Customer Assist a supervisor can use Whisper Coach to speak only to the agent and Barge to join the call with the agent and customer. Source: [Get started with Webex Calling Customer Assist for Supervisors](https://help.webex.com/en-us/article/nc8142w/Get-started-with-Webex-Calling-Customer-Assist-for-Supervisors), Get started with Webex Calling Customer Assist for Supervisors: monitor agents, barge and whisper coach. Checked 2026-10-02. [^12]: In Webex Calling the supervisor barge-in notification tone is separate from the regular barge-in tone; enabling only the regular tone plays nothing when a supervisor barges into a queue call. Source: [Configure agent notification tone for supervisor functions](https://help.webex.com/en-us/article/wiy6t/Configure-agent-notification-tone-for-supervisor-functions), Configure agent notification tone for supervisor functions: note on regular barge-in tone. Checked 2026-10-02. [^13]: Webex Calling has separate org-level and queue-level settings that play a tone to the agent when a supervisor monitors, coaches or barges in. Source: [Configure agent notification tone for supervisor functions](https://help.webex.com/en-us/article/wiy6t/Configure-agent-notification-tone-for-supervisor-functions), Configure agent notification tone for supervisor functions: configuration steps. Checked 2026-10-02. [^14]: Cisco's documentation of whisper coaching in Webex Contact Center Supervisor Desktop is inconsistent: the Interactions details view lists Coach, but the Monitor agents and Manage and Monitor Interactions procedures describe only Listen, Pause and Barge In, so Coach may not yet be available to every tenant (inferred). Source: [Interactions details view in Supervisor Desktop](https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop), Interactions details view in Supervisor Desktop: live interaction actions; compared with Monitor agents on a call procedure. Checked 2026-10-02. [^15]: The Interactions details view article lists a Coach action that gives the agent private real-time coaching the customer cannot hear. Source: [Interactions details view in Supervisor Desktop](https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop), Interactions details view in Supervisor Desktop: live interaction actions. Checked 2026-10-02. [^16]: Each resource collection can hold up to 350 resources, and an organisation can have up to 1,000 resource collections. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access in Webex Contact Center: System limits. Checked 2026-10-02. [^17]: Webex Contact Center supports at most 2,000 concurrent call monitoring sessions. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Webex Contact Center system limits: Table 1 (call monitoring, maximum concurrent sessions) and Table 3. Checked 2026-10-02. [^18]: The call monitoring dashboard filters are limited to 250 queues, 100 teams and 500 agents. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Webex Contact Center system limits: Maximum system limits for filters, Call Monitoring Dashboard. Checked 2026-10-02. [^19]: When several supervisors try to monitor the same agent at once, the first request starts and later requesters get 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: notes on simultaneous monitoring. Checked 2026-10-02. [^20]: A user profile can be assigned up to five resource collections, which determine the resources and data the user can see in Control Hub, Flow Designer, Analyzer and Desktop. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access in Webex Contact Center: Resource access. Checked 2026-10-02. [^21]: Monitoring and barge-in controls in Supervisor Desktop are managed only from the Interactions page. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: note at top of procedure. Checked 2026-10-02. [^22]: The administrator must give a supervisor's user profile the appropriate permissions before the supervisor can open the Interactions page. Source: [Interactions details view in Supervisor Desktop](https://help.webex.com/en-us/article/iba8xp/Interactions-details-view-in-Supervisor-Desktop), Interactions details view in Supervisor Desktop: prerequisites. Checked 2026-10-02. [^23]: The Supervisor Desktop Interactions page has Active, Queued and Completed tabs; Completed holds interactions that have finished and are in wrap-up. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: tabs description. Checked 2026-10-02. [^24]: If another supervisor is already monitoring an agent, the Listen button is disabled for other supervisors. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: Monitor agents on a call, notes. Checked 2026-10-02. [^25]: To start monitoring, the supervisor opens Interactions, selects the Active tab, clicks View on the interaction and then clicks Listen in the details view. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: Monitor agents on a call, procedure steps. Checked 2026-10-02. [^26]: With 'Manage Webex Calling calls in Agent Desktop' turned on, a Supervisor and Agent user gets no answer button for supervisor functions such as monitoring. Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Optimize Webex Contact Center Desktop call notifications: supervisor limitations. Checked 2026-10-02. [^27]: A supervisor cannot barge in while the agent is on a consultation call. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: Monitor agents on a call, barge-in notes. Checked 2026-10-02. [^28]: Barge-in is unavailable while monitoring is paused; the supervisor has to resume monitoring first. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: barge-in restrictions. Checked 2026-10-02. [^29]: An agent can be monitored by only one supervisor at a time. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: notes on monitoring restrictions. Checked 2026-10-02. [^30]: Pause temporarily mutes a monitored call for the supervisor, and Resume continues monitoring. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: monitoring controls. Checked 2026-10-02. [^31]: Supervisors can monitor how agents handle personal callbacks. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: introductory section. Checked 2026-10-02. [^32]: The 'Manage Webex Calling calls in Agent Desktop' feature is for the agent persona only and does not stop monitoring or barge-in calls ringing in the Webex App or linked devices. Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Optimize Webex Contact Center Desktop call notifications: supervisor limitations. Checked 2026-10-02. [^33]: If another supervisor's schedule also matches the same call, the system assigns the monitoring request based on availability. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: notes. Checked 2026-10-02. [^34]: One monitoring schedule can include at most 250 queues, 100 teams and 500 agents. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: create a schedule, criteria limits. Checked 2026-10-02. [^35]: Two monitoring schedules cannot have the same queue, team and agent. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: limits. Checked 2026-10-02. [^36]: With scheduled call monitoring, when a matching call starts and the supervisor is signed in, Webex Contact Center offers the monitoring call so the supervisor can listen from the start. Source: [What's new for supervisors in Webex Contact Center](https://help.webex.com/en-us/article/o6f77s/What's-new-for-supervisors-in-Webex-Contact-Center), What's new for supervisors: 'Schedule Call Monitoring from Supervisor Desktop!' (July 30, 2026). Checked 2026-10-02. [^37]: Administrators can control through user profile permissions which users may create and manage call monitoring requests. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h/What's-New-in-Webex-Contact-Center), What's new for administrators: 'Manage access to scheduled monitoring for Supervisors' (July 30, 2026). Checked 2026-10-02. [^38]: Scheduled call monitoring requires a user profile with Call Listening set to Edit access and the Schedule listening checkbox enabled. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: prerequisites. Checked 2026-10-02. [^39]: Scheduled monitoring can only target agents, teams and queues inside the supervisor's assigned scope. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: create a schedule, criteria. Checked 2026-10-02. [^40]: Call monitoring schedule filters also allow at most 20 sites. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Webex Contact Center system limits: Maximum system limits for filters, Call Monitoring Schedules. Checked 2026-10-02. [^41]: A monitoring schedule can last at most six months. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: limits. Checked 2026-10-02. [^42]: A tenant can have at most 2,000 listening schedules. Source: [Schedule call monitoring](https://help.webex.com/en-us/article/5k9gxcb/Schedule-call-monitoring), Schedule call monitoring: limits. Checked 2026-10-02. [^43]: A supervisor must finish monitoring a call before signing out of Supervisor Desktop. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: Monitor agents on a call, notes. Checked 2026-10-02. [^44]: In Webex Contact Center Supervisor Desktop a supervisor can listen to a live agent-customer voice conversation as a silent participant. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: introductory section. Checked 2026-10-02. [^45]: Webex Contact Center supports at most 1,000 concurrent supervisor sessions and 3,000 supervisor users. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), Webex Contact Center system limits: Table 1, Users and Supervisor sessions rows. Checked 2026-10-02. [^46]: A Supervisor Desktop user can sign in with station credentials set to either Supervisor and Agent or Supervisor only. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop: supervisor roles. Checked 2026-10-02. [^47]: If a supervisor cannot see a team or its agents, the first things to check are the resource collections in the supervisor's user profile and whether the agents are signed in, because both limit what Supervisor Desktop shows (inferred). Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access in Webex Contact Center: Resource access; combined with Supervise your agents and teams: Team Performance Details. Checked 2026-10-02. [^48]: Cisco's supervisor release notes say the monitoring and barge-in actions are no longer available in the Team Performance widget (disputed). Source: [What's new for supervisors in Webex Contact Center](https://help.webex.com/en-us/article/o6f77s/What's-new-for-supervisors-in-Webex-Contact-Center), What's new for supervisors: entry stating monitoring and barging controls move to the Interactions page. Checked 2026-10-02. [^49]: When a supervisor's user profile is limited to resource collections containing specific teams, the supervisor sees only agents mapped to those teams. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Manage access in Webex Contact Center: Resource access. Checked 2026-10-02. [^50]: Both monitoring and barge-in are unavailable when the supervisor's desktop telephony is disconnected. Source: [Manage and Monitor Interactions](https://help.webex.com/en-us/article/xceh0k/Manage-and-Monitor-Interactions), Manage and Monitor Interactions: Monitor agents on a call, notes. Checked 2026-10-02. [^51]: For good performance, Cisco recommends at most 500 agents across all teams a supervisor manages. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams: Team Performance Details note. Checked 2026-10-02. [^52]: The Supervise agents article still lists a Listen action in Team Performance Details for silently listening to agent calls (disputed). Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams: Team Performance Details action icons. Checked 2026-10-02. [^53]: Team Performance Details lists only agents who are signed in and belong to the supervisor's assigned teams. Source: [Supervise your agents and teams](https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams), Supervise your agents and teams: Team Performance Details. Checked 2026-10-02. [^54]: If the monitored agent transfers the call to a different team or queue, the monitoring session ends. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call: notes on transfers. Checked 2026-10-02. [^55]: WebRTC desktop telephony is not available to Supervisor Desktop users in VDI environments. Source: [Get started with Supervisor Desktop](https://help.webex.com/en-us/article/okxzd1/Get-started-with-Supervisor-Desktop), Get started with Supervisor Desktop: sign-in / telephony options. Checked 2026-10-02. [^56]: Teams can be added to a user-profile resource collection only for sites already in that resource collection. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Resource collections section. Checked 2026-10-02.