Troubleshooting Webex Contact Center users that do not appear as agents

See also

Sources

1. 1
   When a Webex organisation is synchronised with Active Directory, new users are granted the licences selected on their group's licence assignment.

   Set up automatic license assignments in Control Hub · Group-based licence assignment, directory-synced users · Checked 2026-10-02
2. 2
   Users for Webex Contact Center can be added manually, in bulk with CSV files, or through automatic license assignment in Control Hub.

   Ways to Add Users for Webex Contact Center · Introduction · Checked 2026-10-02
3. 3
   Administrators who hold a Standard Agent licence are mapped to the Standard Agent user profile.

   Manage access in Webex Contact Center · User profiles overview, default profile mapping note · Checked 2026-10-02
4. 4
   In Webex Contact Center an agent user account includes a user profile that grants access to the Agent Desktop module and an agent profile that assigns the group of permissions for handling customer interactions.

   Manage Contact Center Users · Manage contact center users, introduction (agent user account includes) · Checked 2026-10-02
5. 5
   In the Contact Center bulk users CSV, the Desktop Profile column is required when Site and Teams are assigned.

   CSV definition for bulk operations in Webex Contact Center · Users section, CSV column table, Desktop Profile row · Checked 2026-10-02
6. 6
   A bulk operation job whose CSV had some failing records ends in the status Completed with errors, and the failures are downloaded with Export errors to CSV on the Job Details page, which adds an Error Message column.

   Bulk Operations in Webex Contact Center · Job statuses; View job details and export errors · Checked 2026-10-02
7. 7
   Webex Contact Center purges Bulk Operations jobs older than one year.

   Bulk Operations in Webex Contact Center · View bulk operations jobs · Checked 2026-10-02
8. 8
   In the Contact Center bulk users CSV, Email, User Profile and Contact Center Enabled are mandatory columns.

   CSV definition for bulk operations in Webex Contact Center · Users section, CSV column table · Checked 2026-10-02
9. 9
   Contact Center Bulk Operations cannot bring a new person into Contact Center; the user must first exist in Control Hub with a Contact Center licence, so a bulk user row for an unlicensed email is expected to error.inferred

   CSV definition for bulk operations in Webex Contact Center · Users section, introduction · Checked 2026-10-02
10. 10
    Only one Webex Contact Center bulk operation can be active at a time; while one is in progress, Create Bulk Operation is disabled.

    Bulk Operations in Webex Contact Center · Create bulk operation, note · Checked 2026-10-02
11. 11
    A Webex Contact Center Bulk Operations CSV request processes at most 5000 rows; larger loads must be split into separate files and requests.

    Bulk Operations in Webex Contact Center · Bulk operations CSV limits · Checked 2026-10-02
12. 12
    The Webex Contact Center bulk-operations CSV definition page gives a maximum CSV file size of 10 MB.disputed

    CSV definition for bulk operations in Webex Contact Center · General limits at top of CSV definition page · Checked 2026-10-02
13. 13
    Webex Contact Center Bulk Operations cannot process CSV files larger than 5 MB.disputed

    Bulk Operations in Webex Contact Center · Bulk operations CSV limits · Checked 2026-10-02
14. 14
    In the Contact Center bulk users CSV, multiple teams for one user are given as pipe-separated values in the Teams column.

    CSV definition for bulk operations in Webex Contact Center · Users section, CSV column table, Teams row · Checked 2026-10-02
15. 15
    Webex Contact Center Bulk Operations update Contact Center-specific attributes for users who are already assigned Contact Center entitlements.

    CSV definition for bulk operations in Webex Contact Center · Users section, introduction · Checked 2026-10-02
16. 16
    The Contact center enabled setting on a contact center user is the setting that lets the user access the Agent Desktop and handle customer requests.

    Manage Contact Center Users · Edit contact center users, Contact center enabled field description · Checked 2026-10-02
17. 17
    In the Control Hub user CSV, a Standard Agent licence is assigned by setting the Webex Contact Center Standard column to TRUE and a Premium Agent licence by setting the Webex Contact Center Premium column to TRUE.

    Ways to Add Users for Webex Contact Center · Add Multiple Users in Webex Control Hub · Checked 2026-10-02
18. 18
    Adding Webex Contact Center users through the Control Hub user CSV handles up to 1000 users.

    Ways to Add Users for Webex Contact Center · Introduction (manual and CSV limits) · Checked 2026-10-02
19. 19
    The Control Hub user CSV does not set Supervisor or Administrator roles for Contact Center; those roles are updated manually.

    Ways to Add Users for Webex Contact Center · Add Multiple Users in Webex Control Hub · Checked 2026-10-02
20. 20
    A Webex Contact Center desktop profile is a group of permissions and desktop behaviours assigned to specific agents, covering general settings, wrap-up and idle codes, collaborations, voice, agent statistics and desktop timeout.

    Manage desktop profiles · Desktop profiles overview · Checked 2026-10-02
21. 21
    Directory Connector synchronises account state, so users disabled in Active Directory appear as inactive in the Webex cloud.

    Deployment Guide for Directory Connector · Account state synchronisation passage · Checked 2026-10-02
22. 22
    Without auto-assign licence templates, users newly synchronised by Directory Connector receive only free licences.

    Deployment Guide for Directory Connector · Licence assignment for synchronised users passage · Checked 2026-10-02
23. 23
    Directory Connector's default incremental synchronisation runs every 30 minutes on versions 3.4 and earlier and every 4 hours on versions 3.5 and later, and can be changed.

    Deployment Guide for Directory Connector · Synchronization schedule passage · Checked 2026-10-02
24. 24
    Users deleted through Directory Connector are kept in the Webex cloud identity service for 7 days before permanent deletion.

    Deployment Guide for Directory Connector · Deleted users passage · Checked 2026-10-02
25. 25
    A user just created in Active Directory may not be available to license or sync into Contact Center for up to the Directory Connector incremental interval, so a same-day missing agent is often a timing issue rather than a configuration error.inferred

    Deployment Guide for Directory Connector · Synchronization schedule passage; read with ngc1xsy Sync Users prerequisite · Checked 2026-10-02
26. 26
    Contact center users are listed and edited in Control Hub under Services > Contact Center > User management > Contact center users, with active and inactive filters.

    Manage Contact Center Users · Search and filter contact center users; Edit contact center users (procedure steps) · Checked 2026-10-02
27. 27
    In the Microsoft Entra ID provisioning connector for Cisco Webex, users assigned with the Default Access role are excluded from provisioning.

    Configure Cisco Webex for automatic user provisioning with Microsoft Entra ID · Assigning users to Cisco Webex > Important tips for assigning users to Cisco Webex · Checked 2026-10-02
28. 28
    Microsoft lists its Cisco Webex provisioning connector as Preview and notes that Cisco Webex is in Cisco's Early Field Testing phase.

    Configure Cisco Webex for automatic user provisioning with Microsoft Entra ID · Introduction note; Connector limitations · Checked 2026-10-02
29. 29
    The bearer token used as the Secret Token for the Entra ID to Cisco Webex SCIM connector is valid for 365 days.

    Configure Cisco Webex for automatic user provisioning with Microsoft Entra ID · Configuring automatic user provisioning to Cisco Webex, step 7 · Checked 2026-10-02
30. 30
    The Microsoft Entra ID provisioning connector for Cisco Webex requires the userName attribute, which is also the attribute supported for matching.

    Configure Cisco Webex for automatic user provisioning with Microsoft Entra ID · Configuring automatic user provisioning to Cisco Webex, step 12 attribute table · Checked 2026-10-02
31. 31
    If a full administrator role is given to a user who holds a Webex Contact Center Standard licence, the administrative features of the Management Portal are not accessible to that user.

    Webex Contact Center administrator roles and privileges · Full Administrator role description, note · Checked 2026-10-02
32. 32
    Manual addition of Webex Contact Center users in Control Hub handles up to 25 users at a time.

    Ways to Add Users for Webex Contact Center · Introduction (manual and CSV limits) · Checked 2026-10-02
33. 33
    A contact center user's first name, last name and email are edited from Control Hub user management, not from the contact center user settings.

    Manage Contact Center Users · Edit contact center users, note on name and email · Checked 2026-10-02
34. 34
    On the new Webex Contact Center platform, manual licensing uses a Licensed agent checkbox with the options Standard Agent, Premium Agent and Premium Agent - Supervisor Role.

    Ways to Add Users for Webex Contact Center · Add Multiple Users in Webex Control Hub / manual steps for the new platform · Checked 2026-10-02
35. 35
    Before adding Contact Center users, the administrator identifies whether the tenant is on Webex Contact Center 1.0 or the new platform from Contact Center > Settings > General > Service Details, because the licence steps differ.

    Ways to Add Users for Webex Contact Center · Identify the Webex Contact Center Platform · Checked 2026-10-02
36. 36
    If a user receives both Standard and Premium Contact Center licences through membership of multiple groups, the Premium licence applies.

    Ways to Add Users for Webex Contact Center · Automatic license assignment note · Checked 2026-10-02
37. 37
    The agent profile field on the contact center user page and the Desktop Profile column in the bulk users CSV probably refer to the same object under an older and a newer name.inferred

    Manage desktop profiles · Desktop profiles overview; compared with nzk6tpp Desktop settings and imku7e Users CSV table · Checked 2026-10-02
38. 38
    Webex Contact Center has five default user profile types: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent.

    Manage access in Webex Contact Center · User profiles overview, default profile list · Checked 2026-10-02
39. 39
    The Provisioning Administrator role in partner organisations cannot perform any Contact Center user management activities.

    Webex Contact Center administrator roles and privileges · Provisioning Administrator role description · Checked 2026-10-02
40. 40
    Teams can be added to a user-profile resource collection only for sites already in that resource collection.

    Manage access in Webex Contact Center · Resource collections section · Checked 2026-10-02
41. 41
    The Signed in users tab of contact center user management does not list users signed in only as supervisors; users signed in as Supervisor/Agent do appear.

    Manage Contact Center Users · Force sign out section, note on the Signed in users tab · Checked 2026-10-02
42. 42
    Cisco advises against putting a user in multiple licence groups because a user requires a single Contact Center licence.

    Ways to Add Users for Webex Contact Center · Automatic license assignment note · Checked 2026-10-02
43. 43
    An agent whose IdP uid value matches none of the email addresses on the licensed Control Hub user cannot be resolved to that contact center user, so fixing the mapping or the user's email is the remedy rather than any Contact Center setting.inferred

    Single Sign-On Integration in Control Hub · uid attribute mapping passage; read with nzk6tpp note that name and email are edited in Control Hub · Checked 2026-10-02
44. 44
    With Control Hub SSO the identity provider may map any attribute to uid, but it must match one of the user's Webex email addresses at sign-in, and Webex supports up to 5 email addresses per user for this mapping.

    Single Sign-On Integration in Control Hub · uid attribute mapping passage · Checked 2026-10-02
45. 45
    A user missing from a team's agent drop-down most likely lacks a Contact Center licence, has not been synchronised after licensing, or is not configured as a contact center user.inferred

    Manage teams in Webex Contact Center · Create a team, Agent settings; read with ngc1xsy Sync Users section · Checked 2026-10-02
46. 46
    After an existing user's Contact Center licence is updated, the users must be synchronised with Control Hub using Synchronize Users.

    Ways to Add Users for Webex Contact Center · Add Users Manually in Cisco Webex Contact Center 1.0, note after licence steps · Checked 2026-10-02
47. 47
    Synchronising Control Hub users with Contact Center is necessary before Contact Center privileges can be assigned to those users.

    Set up a tenant in Webex Contact Center · Sync Users section · Checked 2026-10-02
48. 48
    Cisco recommends synchronising Control Hub users with Contact Center as the initial step when an administrator first lands in the Contact Center service in Control Hub.

    Set up a tenant in Webex Contact Center · Sync Users section, opening sentence · Checked 2026-10-02
49. 49
    The menu label that holds Synchronize Users (Settings versus Tenant settings) has probably been renamed across Control Hub releases, so a missing button under one label is not evidence the function was removed.inferred

    Set up a tenant in Webex Contact Center · Sync Users section, compared with Ways to Add Users synchronisation note · Checked 2026-10-02
50. 50
    The Ways to Add Users article places the Synchronize Users button at Services > Contact Center > Settings > General.

    Ways to Add Users for Webex Contact Center · Add Users Manually, synchronisation note · Checked 2026-10-02
51. 51
    The tenant setup article places Synchronize Users at Services > Contact Center > Tenant settings > General.

    Set up a tenant in Webex Contact Center · Sync Users section, procedure · Checked 2026-10-02
52. 52
    Before running Synchronize Users, users must already be added in Control Hub with Contact Center licence entitlements after the Contact Center service is provisioned.

    Set up a tenant in Webex Contact Center · Sync Users section, prerequisite · Checked 2026-10-02
53. 53
    When adding agents to a team, the drop-down offers only agents that the organisation's administrator has configured for the enterprise.

    Manage teams in Webex Contact Center · Create a team, Agent settings · Checked 2026-10-02
54. 54
    A Webex Contact Center team can be deleted only when it is in an inactive state.

    Manage teams in Webex Contact Center · Delete a team · Checked 2026-10-02
55. 55
    A Webex Contact Center team is associated with a single parent site, and the site cannot be edited after the team is created.

    Manage teams in Webex Contact Center · Create a team, Parent Site field · Checked 2026-10-02
56. 56
    A contact center user can be assigned to one or more teams, chosen from a drop-down list in the user's desktop settings.

    Manage Contact Center Users · Edit contact center users, Desktop settings, Teams field · Checked 2026-10-02
57. 57
    Applying a Contact Center automatic licence assignment template to existing users may reset their custom user profiles to the default user profiles.

    Ways to Add Users for Webex Contact Center · Automatic license assignment warning · Checked 2026-10-02
58. 58
    A Control Hub organisation-based automatic licence assignment can be applied to future users only or to existing users.

    Set up automatic license assignments in Control Hub · Configure organization-based automatic licensing for users · Checked 2026-10-02
59. 59
    If a user previously created a Webex trial account with their email address, that trial organisation must be deleted before the user can be added to the customer organisation for Contact Center.

    Ways to Add Users for Webex Contact Center · Add Users Manually, trial account note · Checked 2026-10-02
60. 60
    On Webex Contact Center 1.0, manual licensing uses a Contact Center checkbox with Standard Agent or Premium Agent, and Premium Agent then offers Agent or Supervisor.

    Ways to Add Users for Webex Contact Center · Add Users Manually in Cisco Webex Contact Center 1.0 · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Webex Contact Center users that do not appear as agents. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-user-provisioning-troubleshooting

@misc{warmtransfer-wxcc-user-provisioning-troubleshooting,
  title  = {Troubleshooting Webex Contact Center users that do not appear as agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-user-provisioning-troubleshooting},
  note   = {Verified 2026-10-02}
}