You can sign in to Supervisor Desktop as supervisor only or as supervisor-and-agent. Sign in as a supervisor only to configure and manage your agents. Sign in as a supervisor-and-agent to manage settings for your agents and perform functions as an agent in the contact centers assigned. Your profile must be configured to sign in as both a supervisor and an agent.

Before you begin

  • Ensure that your phone is ready to receive calls.

  • When you open Supervisor Desktop for the first time or when the cache is cleared, it can take a few seconds to load, depending on network speed and availability. If it fails to load, an error message appears, and you can share these details with your administrator.

  • You can’t access Supervisor Desktop on multiple browsers or multiple tabs of the same browser window. A prompt message displays if you sign in to multiple instances, and switch between browsers or tabs. Click Continue in the prompt message to sign in on that browser window.

1

In the address bar of your browser, enter the URL provided by your administrator.

2

Enter your email address and click Sign In.

To change the chosen email address, press the Alt+Left arrow (Windows) or Command-Left arrow (Mac).

3

Enter your password and click Sign In.

To retrieve a forgotten password, click Forgot Password, and enter the six-digit confirmation code sent to your email address.

4

In the interaction preferences dialog box, select a role from the Role drop-down list. The role field is available only when you are configured to sign in as supervisor-and-agent.

  • Supervisor—To handle only supervisor tasks.
  • Supervisor and Agent—To handle both supervisor tasks and agent activities.
5

In the interaction preferences section, choose your calling preference from the Handle calls using drop-down list. The options displayed (Desktop, Extension, or Dial Number) are dynamically shown based on your user profile configuration. Users configured for digital-only interactions will not see telephony options.

  • Desktop: Select this option if you are using WebRTC (Web Real-Time Communications) as a calling capability. This option uses your browser to handle voice interactions and requires no further input.
  • Extension: Select this option if you are using a Webex Calling extension. If your profile includes a single configured extension, it is automatically pre-filled. If you have multiple extensions configured, select your extension from the drop-down list of pre-validated extensions.
  • Dial Number: Select this option if you are using a Webex Calling dial number for inbound and outbound calls. If your profile includes a single configured dial number, it is automatically pre-filled. If you have multiple dial numbers configured, select your number from the drop-down list of pre-validated numbers.

    To use international dialing, check the International dialing format checkbox. Choose the country code based on your geographical location from the drop-down list and enter only the phone number. The supported format is: Country code format: + [Country Code] [Phone Number]. For example, <+120> 15532447.

    To use another dial number format, clear the International dialing format checkbox. Enter the dial number. The supported formats are: E.164 number format: [+][Country Code][Number]. For example, +11234567890 or IDD (International Direct Dialing) format: [IDD][Country Code] [Number]. For example, 01161123456789.

6

(Optional) Check Don't show this again to enable auto sign-in for future sessions, bypassing the interaction preferences screen on future sign-ins. Your details are saved in your browser preferences regardless of whether this checkbox is selected. You can disable auto sign-in anytime from Profile Settings to resume seeing the interaction preferences screen.

  • If an automatic sign-in attempt (when Don't show this again is checked) fails (for example, if the previously used dial number is no longer valid or is currently in use), the system will revert to displaying the interaction preferences screen, pre-populated with your saved preferences, allowing you to review and correct the details.
  • The Default DN configured by your administrator is displayed as a placeholder. If you have saved sign-in preferences, these saved preferences will take precedence over the configured Default DN during the sign-in process.
7

Choose your team from the Team drop-down list or use the search field to filter the list. The Team field is available only when you select the Supervisor and Agent role.

8

Click Save & Continue.

If you checked Don't show this again, you may see a message that your credentials weren't saved. In this case, enter your details when you sign-in again.

What to do next

The home page displays the widgets based on the layout configuration. The widgets that are displayed on the home page aren't dependent on any active requests or interactions.

When you’re ready to sign out, change your availability state to Idle, click the User Profile at the top-right corner, and click Sign Out. You can’t sign out if you have an active conversation or an ongoing monitoring task.

Sign-in issues: If you can't sign in to Desktop, ask your administrator to review the following:

  • Are your tenant, profile, skill, or agent permissions and settings correct?

  • Are there network or API issues?

Browser reload: If you can't restore your session due to a connection failure, session expiry, or local storage issues, reload your browser to refresh your session.

Banner message: A message appears as a banner at the top of the Desktop informing you that some features aren't available. When your administrator resolves the issue, reload your browser. When you reload the browser, the banner is removed, and all features are available.

RONA: If you selected Desktop but do not have browser permissions, you may see a message asking you to enable access through browser settings or contact your administrator. If you've accepted E911 notifications but are still unable to connect using desktop telephony, you might have encountered RONA. Contact your administrator to resolve this issue, by sharing the Tracking ID. The enhanced validation performed during the sign-in process helps prevent RONA occurrences that were earlier caused by selecting an invalid or unassigned Dial Number or Extension.

Microsoft Teams authentication: Follow these steps to complete user authentication for Microsoft Teams.

  1. Click the Profile icon.

  2. Click Try Again for user authentication under Collaboration Tools – Microsoft Teams in Profile Settings.

The user authentication status changes to Successful when authenticated.

Known issue: Sign-in error with empty team selection: When signing in, if you select a team from Your team drop-down list and then clear the selection, the Save & Continue button remains enabled. Clicking Save & Continue with no team selected will result in a sign-in error. To successfully sign in, ensure a valid team is selected before clicking Save & Continue.