ISSUE
Users may encounter issues with WebACD (Webex Automatic Call Distribution) if they need the necessary privileges assigned to their host account. This can prevent Customer Service Representatives (CSRs) from effectively handling support requests and managing queues.

RESOLUTION
To assign WebACD privileges to a user in  Control Hub:

1. Log in to Cisco Webex Control Hub. (https://admin.webex.com)
2. Click User in the left navigation bar.
3. Type your search criteria into the User name: or Email: field, then click search.
4. Click on the User to change.
5. Click on Meetings, under Services
6. Click on the site URL.
7. Scroll to the bottom of the page, then click on the link Advanced User Settings and Tracking Codes.
8. Scroll down to the WebACD Preferences section.
9. Check the box for This user is an agent. The maximum number of simultaneous sessions this agent can handle is X.
10. Define how many simultaneous sessions the user can have.

• Check the box for Available to accept Remote Support inbound requests if this is a Support Center WebACD agent.
• Check the box for Automatically assign all Remote Support queues OR click the Select Queues button to define which queues the agent will monitor.

11. Scroll to the bottom of the page, then click the Update button.