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What a Webex Contact Center user profile grants

Verified 2026-09-05 · 17 sources · tier 2

Also known as Additional Supervisory, Full Access, Licensed Administrator, Resource Collection.

A Webex Contact Center user profile carries entitlements across 2 axes, defining a permission per resource type alongside resource access that covers either all resources or up to 5 resource collections 10. Profiles exist in 5 types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent, and Standard Agent 3.

Profile structure and permission values

User profile administration takes place only within Control Hub under Contact Center user management, and modifying a profile requires the Edit right on the user profile permission 2. Each permission takes 1 of 3 values: No Access, which hides the resource type; View; or Edit, which allows seeing, editing, and creating, but never deleting 9.

A Licensed Administrator profile can be assigned Full Access, which grants the Edit right on every resource type and automatically incorporates any permission added in the future 4. When scoping access by scope boundaries rather than all resources, a profile can hold up to 5 resource collections, making the assigned user a delegated administrator restricted strictly to their assigned collections 8.

Recording playback and supervisory permissions

Recording permissions in the access documentation apply solely to playback workflows across different surfaces 7. A Supervisor Desktop view permission permits playing recordings and viewing transcripts without download access, whereas a Control Hub view permission permits playing and downloading recordings without access to transcripts 7.

The documentation establishes an Additional Supervisory permission, characterizing it as a list of supervisory functionality grantable inside the supervisor desktop, but the vendor never enumerates the contents of that list 1. Furthermore, the Webex Contact Center access documentation contains no monitoring entitlement, omitting the words monitor and barge entirely 6. In the field, the served payload of the article includes a change note stating that a reference to call monitoring and the management portal was removed from the text 5.

See also

See also What a supervisor can do and what is recorded of it. See also Finding playing and deleting a Webex Contact Center recording. See also What the Control Hub administrator activity log records. See also The interactions surface and scheduled call monitoring.

Applicability

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

What remains uncertain

The specific membership of the Additional Supervisory permission list is not covered by the sources below. Which permission value allows deleting a resource is not covered by the sources below. In addition, which profile type is required for each of the 4 surfaces is not covered by the sources below.

See also

Governs

Related to

Referenced by

Sources

  1. 1
    The article names a permission called Additional Supervisory, describes it as a list of supervisory functionality that can be granted within the supervisor desktop, and never enumerates that list.
    Manage access in Webex Contact Center · Manage access, supervisory and desktop permissions · Checked 2026-09-05
  2. 2
    User profiles are administered only from Control Hub, under Contact Center user management, and changing one requires edit on the user profile permission.
    Manage access in Webex Contact Center · Manage access, administration path · Checked 2026-09-05
  3. 3
    There are 5 user profile types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent.
    Manage access in Webex Contact Center · Manage access, profile types · Checked 2026-09-05
  4. 4
    A Licensed Administrator may be given Full Access, which is edit on everything plus any permission added in future.
    Manage access in Webex Contact Center · Manage access, Full Access · Checked 2026-09-05
  5. 5
    The article's served payload carries a change note stating that a reference to call monitoring and the management portal was removed from it.field report
    Manage access in Webex Contact Center · Served payload, subscription description field · Checked 2026-09-05
  6. 6
    The Webex Contact Center access article names no monitoring entitlement; the words monitor and barge do not occur in it.
    Manage access in Webex Contact Center · Whole article, counted against the rendered text · Checked 2026-09-05
  7. 7
    Recording appears in the access article only as an object of playback: a Supervisor Desktop view permission grants play and transcripts without download, and a Control Hub view permission grants play and download without transcripts.
    Manage access in Webex Contact Center · Manage access, recording permissions · Checked 2026-09-05
  8. 8
    A profile may carry up to 5 resource collections, and a user holding a collection is a delegated administrator limited to their own collections.
    Manage access in Webex Contact Center · Manage access, resource collections · Checked 2026-09-05
  9. 9
    A permission takes 1 of 3 values: No Access, which hides the resource type, View, or Edit, which allows seeing, editing and creating but never deleting.
    Manage access in Webex Contact Center · Manage access, permission values · Checked 2026-09-05
  10. 10
    A Webex Contact Center user profile carries entitlements on 2 axes: a permission per resource type, and resource access that is either all resources or up to 5 resource collections.
    Manage access in Webex Contact Center · Manage access, user profile structure · Checked 2026-09-05
  11. 11
    A supervisor's queue actions are gated by a named option, Manage agent queue assignments, enabled on the supervisor user profile in Control Hub.
    Supervise and manage Contact Center queues · Supervise and manage Contact Center queues, View queues and Manage agent queue assignments prerequisites · Checked 2026-09-05
  12. 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.
    Schedule call monitoring · Schedule call monitoring, prerequisites · Checked 2026-09-05
  13. 13
    The Monitoring module carries 2 differently shaped entitlements: a permission set to edit access and a check box.
    Schedule call monitoring · Schedule call monitoring, prerequisites · Checked 2026-09-05
  14. 14
    Three further Webex Contact Center supervisor and profile articles name no supervisory permission: Additional Supervisory, barge, whisper and Call Listening each occur 0 times in all 3.
    Get started with Supervisor Desktop · Manage desktop profiles, Get started with Supervisor Desktop and Understand Supervisor Desktop user interface, counted against the rendered article · Checked 2026-09-05
  15. 15
    A desktop profile is a separate object from a user profile: it is defined as a group of permissions and desktop behaviours assigned to agents and it specifies 6 sections, none of them supervisory.
    Manage desktop profiles · Manage desktop profiles, opening definition and section list · Checked 2026-09-05
  16. 16
    One table gates its rows 3 different ways: a 4-way role taxonomy built from license, administrator role and station credential; a named Quality Management permission; and an organisation-level feature flag.field report
    Get started with Supervisor Desktop · Get started with Supervisor Desktop, Role-Functionality Compatibility Matrix and its footnotes · Checked 2026-09-05
  17. 17
    The 2 profile objects share no vocabulary: desktop profile occurs 51 times in its own article and 0 times in the supervisor article, and user profile occurs 4 times in the supervisor article and 0 times in the desktop profile article.field report
    Manage desktop profiles · Manage desktop profiles and Get started with Supervisor Desktop, whole-document counts · Checked 2026-09-05

Documents

tier 2 current vendor documentation

Get started with Supervisor Desktop

Cisco Systems, Inc. (Webex Help Center) · 2026-08-13 · accessed 2026-09-16

tier 2 current vendor documentation

Manage access in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-20 · accessed 2026-09-16

tier 2 current vendor documentation

Manage desktop profiles

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-16

tier 2 current vendor documentation

Schedule call monitoring

Cisco Systems, Inc. (Webex Help Center) · 2026-07-30 · accessed 2026-09-16

tier 2 current vendor documentation

Supervise and manage Contact Center queues

Cisco Systems, Inc. (Webex Help Center) · 2026-03-26 · accessed 2026-09-16

Cite this page

APA

WarmTransfer. (2026, September 5). What a Webex Contact Center user profile grants. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-user-profiles

BibTeX

@misc{warmtransfer-wxcc-user-profiles,
  title  = {What a Webex Contact Center user profile grants},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-user-profiles},
  note   = {Verified 2026-09-05}
}