• For optimal performance, we recommend a maximum of 500 agents across all managed teams in the supervisor view of the Team Performance Details page. This ensures you can access all the information that you need without delay or performance issues.

  • Desktop profile has an option to explicitly specify buddy teams. We recommend that when you explicitly specify buddy teams, ensure that the number of agents available in those buddy teams doesn't exceed the maximum limit of 1000.

  • Explicitly configure wrap-up codes and idle codes for Desktop profiles. We recommend that the maximum values don't exceed 50.

  • We recommend that you explicitly specify the managed queues and managed teams in the profile. Ensure that the maximum values for managed queues and managed teams don't exceed 250 and 100 respectively.

Team Performance Details screen in Webex Contact Center

View team performance

View the details of the agents with their current state, time in a specific state, call state, time in a call state, channel capacity, and actions that can be performed for an agent.

Before you begin

  • You must be assigned to a team.

  • The Team Performance Details only contains the list of agents who are signed in on your assigned teams.

1

Click headphone icon.

2

Use the search field to filter the list by using the search criteria such as agent name, agent state, queue, channel, and so on.

Your search results are retained, even if you switch to another page and return to the Team Performance Details page.

Team performance details

The Team Performance Details page supports only the Voice Channel.

Column nameDescription

Agent Name

Displays the name and profile picture (Webex image) of the agent.

Agent State

The work status while using Supervisor Desktop. The agent availability state includes Available, Idle codes, or RONA.

Agent State Duration

The time that the agent has been in the current state. The state timer format is hh:mm:ss (for example, 01:10:25).

Phone Number

Dial number or extension of the agent signed in.

Site

Name of the site with which the agent is associated.

Team

Name of the team with which the agent is associated.

Skill Profile

This displays the skill profile assigned to each individual agent, where the details of their skills can be viewed.

Channels

The mode of communication through which an agent can communicate. For example, voice call.

Contact Queue

Name of the queue that the agent routes the request to.

Contact Status

The status of the agent in an active call. For example, Connected, Consulting, Conference, or Wrap up.

Time in Contact Status

The time spent by an agent in an active call. For example, the time an agent is in a conference call.

Interaction Duration

The total duration of the interaction between the agent and the contact from when the call is connected, including all states such as On Hold, Consult, and Conference, but excluding Wrap-up.

This metric helps you determine if the agent is spending more time than necessary with the contact and may need assistance in handling the customer.

Total Contact Duration

Total duration of the contact from when it was first connected (including any other state like Consult or Conference in the same contact).

The time elapsed since the agent accepted the request. The connected timer format is hh:mm:ss (for example, 01:10:25).

Sign In Time

The time an agent has signed in to the Supervisor Desktop. The date and time format is dynamic and displays according to location.

By default, the table rows sort according to the sign-in time. The most recent sign-in time appears at the top of the list.

Action

Based on your user profile privileges, set by your administrator, you can perform the following actions from the Actions column:

  • Review and monitor (Monitoring icon.)—Silently monitor and review agent calls.

  • Send message (Send message icon)—Send a one-on-one message to an agent.

  • Change agent state (Change state icon)—Change an agent's state.

  • Change skill profile —Change an agent's skill profile.

    If you do not have access granted by the administrator from Control Hub, and you open a skill profile, only skill details such as skill name, skill type, and so on are visible. You cannot make any modifications.

  • Sign Out Agent (Sign out agent icon)—Sign an agent out when they are not actively interacting with a customer.

Monitor agents on a call

Review and track an agent's performance without affecting an ongoing call.

Before you begin

As a supervisor, you can listen to real-time conversations between agents and customers as a silent participant in the call. Monitor conversations to ensure the quality service is delivered to your customers. You can only monitor one agent at a time. If another supervisor tries to monitor the same agent, the Listen button is disabled. If multiple supervisors try to monitor an agent simultaneously, monitoring is initiated for one supervisor and the system displays an error for the other supervisors.

1

Click headphone icon.

2

Click Monitoring icon. in the Actions column of the agent you want to monitor.

3

In the active interaction details modal, click Listen.

The monitoring request pop-over appears.

If there is an ongoing monitoring session or if you decrease the width of the Actions column, click More menu to access the additional icons for actions.

4

Answer the call.

The monitoring control pane appears. You can listen to the call between the agent and the customer.

5

(Optional) Click Pause to temporarily mute the call. Click Resume to resume monitoring the call.

6

(Optional) Click Barge In to barge into the call that you're monitoring.

The mic turns on and you join the interaction with the customer.

  • You can’t barge into a call being monitored by another supervisor or if the agent is in a consultation call with another agent.

  • Other supervisors can't monitor or barge into the call that you are monitoring.

  • You can’t barge into a call monitoring that you have paused. Resume the monitoring to enable barge in.

  • If the agent consults another agent after you've barged in, you're put on hold and the barge in resumes after the consultation ends.

  • If the agent transfers the call that you have barged in to, to another agent from a different team or to a different queue, the monitoring ends and an error message displays.

  • You can't transfer the call, drop the agent, initiate a consult call, or start a conference call during the barge in.

  • You can't barge in if Desktop telephony is disconnected.

  • End the monitoring activity to end the barge in.

7

When finished, click End Listen to end the monitoring activity.

What to do next

You must complete monitoring of a call before you sign out of Supervisor Desktop.

Send a message to an agent

On the Team Performance Details page, you can send messages to one agent at a time. If you'd like to send a message to multiple agents at once using Webex App in Supervisor Desktop, see Send broadcast messages to your agents.

Before you begin

1

Click headphone icon.

2

Click Show chat under the Actions column.

3

Enter your message in the compose box.

Your message can't exceed the 1000 character limit. The compose box displays the current character count in the bottom-right corner. For example, 150/1000.

4

Click Send.

What to do next

If the agent replies to your message, a notification appears at the top-right corner. Click the notification to view the message in Webex App.

Change an agent's state

On the Team Performance Details page, you can change an agent state.

1

Click headphone icon.

2

Click Change state icon in the Actions column.

3

Change the agent state as required.

The Agent State column displays the new status of the agent. When you hover over the Agent State column, it displays the name of the supervisor who changed the agent state. For more information, visit Understand agent states for Webex Contact Center.

When the agent is involved in an active interaction, the agent state changes after the active interaction ends.

Change skill profile

On the Team Performance Details page, you can change an agent's skill profile.

1

Click headphone icon.

2

Click Change skill profile in the Actions column.

The Change skill profile pop-up appears.

This option appears in the Actions column only if the administrator selects the Manage skill profile assignments checkbox in the User Profiles section of Control Hub. For more information, see Desktop Experience. For the current skill profile, the available skills are listed.

3

From the Select profile drop-down list, choose a new skill profile.

The system enables the Review changes button and displays a message at the bottom after the skill listing. This has three scenarios:
  • Manual update—details about who made the change. This is for transparency and accountability.
  • No result—When a source can’t be identified due to sync issues or changes to deleted accounts. It’s a sort of integrity check.
4

Click Review changes.

The system highlights the summary of changes at the top and lists the number of queues added and removed as part of the skill profile change.

5

Click Confirm changes.

A notification displays the successful skill profile change with the new agent name.

When you click the Cancel button or close the pop-up window after changing the skill profile, the system prompts you to either reconsider your action and proceed or discard the changes.

Other scenarios

Some other scenarios that you may encounter when you're changing the agent skill profile include:

  • Search for the skill profile—Type three characters in the search box, and the system populates the options for selection. If no skill profiles match, no data populates.
  • Assign none as a skill profile—During a skill change, if you select None and confirm the changes, the system displays a warning message stating that the agent isn't routed using queue-assigned skills but is still routed using flow-assigned skills.
  • Assign a new skill profile when none exists currently—If you select a different skill profile from None, the system displays the respective number of queues added and removed.
  • Only one agent with the skill profile—If you attempt to change the skill profile of an agent who is the sole owner of that profile, the system displays a warning. It alerts you to proceed with caution, as removing the skill profile could leave critical tasks unassigned. It highlights the affected queue with a warning icon.
  • Show or hide column—To choose which columns to display or hide on the listing page, click Settings > Show/Hide Columns.
  • No change in skill profile on queue assignment changes—If a skill profile change doesn’t include any related queue assignment changes, the system keeps the agent's queue assignments unchanged.
  • Error messages—The system displays an error message when the skill profile update fails due to network issues or an invalid selection.

Sign out an agent

On the Team Performance Details page, you can sign out an agent who isn’t actively interacting with a customer. You can’t sign out the agents who have left for the day while in a wrap-up state, are still marked as available (causing calls to be routed to them), or have accepted an asynchronous interaction, such as an email.

When the agent is involved in an active interaction, you can sign out the agent only after the active interaction ends.

When a sign out request is being processed, and the agent receives a call or interaction, a "Confirm Force Sign Out" pop-up appears. Signing out may end or redirect these interactions.

1

Click headphone icon.

2

Click Sign out agent icon in the Actions column.

3

Click Sign Out Agent.

The Confirm Sign Out pop-up appears.
4

Click Sign Out to proceed.

If the system fails to sign out an agent, an error icon appears on Sign out agent icon until the supervisor retries.

Export a list of your agents

Export a list of agents assigned to your teams in an Excel or CSV format.

1

Click headphone icon.

2

Click the Export icon.

3

Choose Excel or CSV to download a file to your local folder.

View interactions

The Interactions tab in Webex Contact Center provides a comprehensive view of customer engagements. This tab allows supervisors to monitor and manage ongoing and past interactions.

Following are the interaction types:

  • Interaction States: The tab organizes interactions into distinct categories:

  • Active: Displays interactions currently in progress.

  • Queued: Shows interactions waiting to be handled by an agent.

  • Completed: Lists interactions that have concluded.

  • Interaction Count: A summary indicates the total number of interactions in the currently selected state (for example, 60 interactions for the Active tab).

  • Filtering and Sorting: Options are available to filter and sort the interactions list based on various criteria.

Details displayed for each interaction in the list view include:

  1. Customer ID: A unique identifier for the customer involved in the interaction.
  2. Channel: The communication method used for the interaction, indicated by specific icons:
    • Email (envelope icon)
    • Messenger (Facebook Messenger icon)
    • Chat (speech bubble icon)
    • Call (phone icon)
    • SMS (SMS icon)
    • WhatsApp (WhatsApp icon)
  3. Queue: The specific queue to which the interaction was routed.
  4. Channel: The communication method used for the interaction, indicated by specific icons:
  5. Team: The team assigned to handle the interaction.
  6. Contact status: The current connection status of the interaction (for example, Connected).
  7. Agent: The name of the agent currently handling or who handled the interaction.
  8. Handle time: The duration of the interaction.
  9. Actions: Provides options to perform actions related to the interaction, such as "View" for more details or play recording for call recordings.

You can customize the columns displayed in the interactions window by using the settings button. Following is a list of available columns you can choose from:

Direction Recipients Transfer Timestamp
Channel CC Recipients Transferred to queue Total contact duration
Site Attachments Transferred by agent Handle time
Entry point Customer name Transfer reason Interaction duration
Skills Interaction ID Blind transfer Hold time
Queued from Customer ID Agents assisting wrap up Wrap up time
Queue Business ID Wrap up reason Wrap up summary
Team Contact status Wait time CSAT
Agent Consulting agents Start time Sentiment
Email subject Conferencing agents End time Sentiment confidence
CAD Variables