• 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.

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 .

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

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.

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 ()—Silently monitor and review agent calls.

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

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

  • Sign Out Agent ()—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 Start Monitoring 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 .

2

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

3

In the active interaction details modal, click Start Monitor.

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 Monitor 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 .

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 .

2

Click in the Actions column.

3

Change the agent state as required.

The Agent State column displays the new status of the agent. For more information, visit Understand agent states for Webex Contact Center.

  • When you hover over the Agent State column, it displays the name of the supervisor who changed the agent state.

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

Sign out an agent

On the Team Performance Details page, you can sign out an agent who isn’t actively interacting with a customer.

1

Click .

2

Click in the Actions column.

3

Click Sign Out Agent.

The Confirm Sign Out pop-over appears.
4

Click Sign Out to proceed.

  • You can 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.

  • When the system fails to sign out an agent, an error icon appears on 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 .

2

Click the Export icon.

3

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

Play a call recording

Play and review call recordings of the teams you manage to gain detailed insights and feedback for agents training, quality assurance, and improved customer service delivery.

Before you begin

To view the call recordings of contact and consult sessions, your administrator must configure the quality management widget in the JSON layout for supervisors. For more information, see the Desktop Layout section in Webex Contact Center Setup and Administration Guide.

1

Click .

The list of recordings appears in order from newest to oldest. More recordings, if any, are fetched from the server as you scroll down the list.
2

Click under the Actions column.

The recording playback modal appears.
3

Choose the following options from the audio controls below the recording:

  • Play: Click to play the recording to start listening to the interaction session.
  • Pause: Click to pause the recording playback. Click again to resume the recording playback.
  • Rewind: Click to rewind the playback by 10 seconds.
  • Fast Forward: Click to fast forward the playback by 10 seconds.
  • Playback speed: Click 1X to adjust the audio playback speed, ranging from 0.5X to 2X.
  • Sound: Click to mute or unmute the sound of the audio during playback. You can also use the volume slider to adjust the playback volume.
4

You can start playback from a specific point in the recording where the agent puts the customer on hold, or transfers the call to consult with another agent, or initiates a conference call. You can do either of the following:

  • In the Chapters section, go to the Customer Segments or Consult Segments tab, and click the timestamp of the AI-generated chapter in the chapter list to go directly to that part of the recording. You can choose the following options from the audio controls:
    • Previous Chapter: Click to play the recording of the previous chapter.
    • Next Chapter: Click to play the recording of the next chapter.
  • Drag the knob or click on the audio progress bar to jump to the desired point in the recording.

5

View the following interaction details of the recording:

  • Session ID: The unique identifier of the interaction session.
  • Agent: The agent who interacted with the customer.
  • Start Time: The time when the interaction began.
  • End Time: The time when the interaction ended.
  • ANI: The dial number or phone number of the customer.
  • Queue: The queue that the agent is associated with.
  • Duration: The total duration of the interaction between the agent and the customer.
6

Click Close.

Filter call recordings by date

Filter and view call recordings for the previous 13 months from the current date. The maximum range for filtering is 30 days.

  • You can’t view or play the recordings of the teams that are managed by other supervisors.

  • When you access the recordings for the first time, the filter date range and results are the last 24 hours. Modify the date range, if you wish to filter the call recordings by another date and time.

  • When changed, the selected date range for the filter is saved and is persistent when you switch between the pages or sign out and is retained until you clear the browser cache.

  • To reset the filter to the default range, clear the browser cache and sign in again.

Before you begin

To view the call recordings, your administrator must configure the quality management widget in the JSON layout for supervisors. For more information, see the Desktop Layout section in Webex Contact Center Setup and Administration Guide.

1

Click .

2

Click .

3

Select the start date and end date.

4

(Optional) Select the start time and end time.

5

Click Apply.