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Feedback?Webex Contact Center allows you to manage users and their access and permissions through customizable profiles and teams. It allows you to search, filter, edit a user's profile, and force sign out an agent.
View contact center user details
You can only see the details of the contact center users.
By default, Contact Center adds a user profile to the contact center users. A user profile defines a user’s access privileges. You can change the default user profile to a custom user profile when necessary. You can associate contact center users with a team and a site to allow them to manage customer interactions.
For more information about searching and filtering contact center users, see search and filter contact center users.
For more information about editing contact center users, see Edit contact center users.
For agents, you must add desktop profiles to contact center users. An agent user account includes:
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A user profile to grant access to the Agent Desktop module.
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An agent profile to assign a group of permissions to the agents to manage customer interactions.
| 1 |
Sign in to Control Hub. | ||||||||||||||||||||||||||
| 2 |
Select . | ||||||||||||||||||||||||||
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From the Contact Center navigation pane, select . Refer to the following table for various settings.
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Search and filter contact center users
Search and filter contact center users
You can search contact center users by name only.
To filter contact center users:
| 1 |
Sign in to Control Hub. |
| 2 |
Select . |
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From the Contact Center navigation pane, select . |
| 4 |
Click Filter and select Active or Inactive contact center users. |
| 5 |
Check Contact center enabled to filter only contact center enabled users. |
Edit contact center users
Before you begin
Edit contact center users
Ensure that there are contact center users available with assigned privileges in Control Hub.
| 1 |
Sign in to Control Hub. | ||||||||||||||||||||
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Select . | ||||||||||||||||||||
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From the Contact Center navigation pane, select . | ||||||||||||||||||||
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Click a row to edit. You can edit the following details:
You can view and edit desktop settings only when you turn on contact center enabled option. You can edit first name, last name, and email from Control Hub. Refer to the table below for Desktop Settings for contact center users.
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Toggle on active or inactive to change the status of contact center user. |
Force sign out
As an admin you can forcibly sign out agents directly from Control Hub and efficiently manage agent sessions to maintain security, without requiring access to the supervisor desktop. This is useful when agents are stuck in an abnormal state (such as being on a call for an unusually long time), need to be signed out for operational reasons, or require immediate sign out for security purposes.
The Signed in users tab doesn't display users who are signed in only as Supervisors. Users who are signed in as Supervisor/Agent appear in the list.
Before you begin
Ensure that there are contact center users available with assigned privileges in Control Hub. This feature is for licensed administrators and supervisors. To use it, these users must have the Sign out agents permission enabled. You can find this permission in their User Profile, under Permissions > Supervisory & desktop > Sign out agents. To know how to set permissions in a user profile, see Manage access in Webex Contact Center article.
| 1 |
Sign in to Control Hub. |
| 2 |
Select . |
| 3 |
From the Contact Center navigation pane, select . |
| 4 |
Go to Signed in users tab to view the list of users who are currently signed in. |
| 5 |
Click Administrators can filter by site, team, and agent to search for a specific user or set of users they wish to forcibly sign out. |
icon in the row of the user whom you wish to sign out.Configure desktop capabilities for contact center users
Desktop Capabilities connect the user's license and Contact Center profile to the appropriate experience in Desktop.
Desktop Capabilities add desktop access. They do not change the user's license or Contact Center profile. A Licensed Administrator who receives Supervisor capability remains a Licensed Administrator and retains administrator access.
Understand eligibility and access
Desktop access is determined by the user's license and role, Contact Center state, Desktop Capability, User Profile permissions, and resource scope.
|
User profile |
Prerequisite path |
Capability behavior |
Access outcome |
|---|---|---|---|
|
Licensed Administrator |
Contact Center Admin with Premium Agent License |
Supervisor, Agent, or both are selectable |
Supervisor capability provides supervisory Desktop access; applicable permissions still apply |
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Supervisor |
Premium Agent – Supervisor Role |
Supervisor is selected and immutable/locked; Agent is optional |
Supervisor Desktop, with the combined experience available when Agent is added |
|
Standard or Premium Agent |
Agent license |
Agent is selected and immutable; Supervisor is unchecked and immutable |
Agent Desktop only |
|
Unlicensed Administrator |
No Contact Center license |
Desktop Capabilities are not shown |
No Desktop access |
To provide supervisory desktop access to a Licensed Administrator, use the Contact Center Admin with Premium Agent License path and enable Supervisor capability. Do not use the Premium Agent – Supervisor Role provisioning option for a Licensed Administrator.
Capability and Desktop Settings requirements
|
Capability combination |
Required |
Optional |
|---|---|---|
|
Agent only |
Site, Agent teams, Desktop profile |
Multimedia profile, Skill profile, Dynamic skill, Default DN, External ID, Assigned queues |
|
Supervisor only |
Desktop profile |
Supervisor layout team, Default DN, External ID |
|
Supervisor + Agent |
Site, Agent teams, Desktop profile |
Supervisor layout team, Multimedia profile, Skill profile, Dynamic skill, Default DN, External ID, Assigned queues |
Sign in and layouts
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A Contact Center Service Administrator receives the release-scoped supervisory functions available to a Supervisor after Supervisor capability is enabled. Custom Access remains limited by the assigned User Profile and resource scope.
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Users with the Supervisor Only experience may enter Supervisor Desktop without a station-selection dialog when monitoring does not require a station. When monitoring requires a station, the user enters a dial number or extension.
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Supervisor + Agent users select the applicable role at sign-in. Agent-only users sign in to Agent Desktop.
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The desktop layout depends on the role the user is currently using. Supervisor layout team selects a team-specific layout when the user works in the Supervisor role. This also applies to users with both Supervisor and Agent capabilities when they select Supervisor from the role switcher. If no team-specific supervisor layout is assigned, the global layout applies. The Supervisor and Agent role uses the supervisorAgent layout; the Agent role uses the agent layout.
Troubleshoot Desktop Capabilities
|
Problem |
Resolution |
|---|---|
|
Supervisor capability is not available |
Confirm the Contact Center Admin with Premium Agent License path and do not use the Premium Agent – Supervisor Role provisioning option. |
|
Desktop Capabilities are not shown |
Confirm that Contact center is enabled and that the user has an eligible profile and license. |
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The user cannot open Supervisor Desktop |
Confirm license, Contact center state, Supervisor capability, active-user status, and User Profile permissions. |
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Save is unavailable |
Select at least one capability and complete every required field shown in Desktop settings. |
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A supervisory action is missing |
Review Supervisory and desktop permissions and the user's resource collection. |
Configure a user in desktop capabilities
Before you begin
Sign in to Control Hub as an administrator who can manage Contact Center users.
Assign the user's Contact Center license and Contact Center profile first. For a Licensed Administrator, use the existing Contact Center Admin with Premium Agent License configuration; do not use the Premium Agent – Supervisor Role provisioning option for this persona.
If you use a Custom Access User Profile, confirm that it contains the supervisory permissions the user needs.
| 1 |
From Control Hub, go to . |
| 2 |
Select the user that you want to configure. |
| 3 |
Turn on Contact center. |
| 4 |
In Desktop Capabilities, select Supervisor, Agent, or both when the user profile permits it. |
| 5 |
Complete the fields shown in Desktop settings. Required fields depend on the selected capabilities. |
| 6 |
Select Save. |
