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Feedback?The Webex Contact Center Supervisor Desktop provides a centralized and unified platform for efficient contact center operations. By consolidating disconnected tasks and simplifying access, the platform streamlines your daily workflows within a single interface. You can monitor team and queue performance in real-time, view customer engagements, analyze trends, configure system settings, and drive data-driven quality management with AI-powered insights.
The unified interface serves roles, such as Supervisors, Licensed Admins, and Unlicensed Admins through a single-entry point. Your administrator manages your access by configuring your role, license, and station credentials, as well as enabling specific features for your organization. What you see within the platform is tailored to your specific permissions, ensuring you have the tools necessary to achieve your business goals and drive continuous improvement across your contact center.
The enhanced Supervisor Desktop introduces the following improvements and capabilities:
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UX re-organization: An optimized, intuitive interface designed to improve navigation and workflow efficiency.
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Landing page customization: Users can now personalize their default landing page, allowing for immediate access to the metrics and tools most relevant to their daily tasks.
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Topic Analytics integration: Gain deeper insights into customer interactions through automated topic discovery.
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Quality Management (QM): Facilitates robust performance evaluation through custom scoring templates, automated interaction assessment, and data-driven coaching insights to help supervisors track and improve agent performance.
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Role-Based Access Control: Enhanced security and personalized views that ensure users access only the data and tools relevant to their specific role, as defined by the system.
System Requirements
Before your first sign-in, ensure your setup meets these requirements for optimal performance:
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System & Browser: Use a supported OS (Windows 10/11, macOS 10.12+) with a modern, up-to-date browser (Chrome, Firefox ESR, or Edge). Ensure browser settings allow cookies, JavaScript, and pop-ups, and set your zoom level to 100%.
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Display: A minimum screen resolution of 500 x 500 pixels is required. For the best experience, maintain a width of at least 1280 pixels to ensure all interface elements, such as the task list and interaction control pane, are fully visible.
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Voice & Devices: If handling voice, ensure you have a supported calling device (Webex Calling desk phone, Webex App, or mobile). When signing in, use the station credentials (dial number or extension) provided by your administrator.
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Environment: While third-party Virtual Desktop Infrastructure (VDI) is supported, note that WebRTC is not available in VDI environments.
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Localization: The interface automatically detects your browser's language settings and supports 30 different languages globally.
For more information, see System requirements for Webex Contact Center.
Note: Currently, Supervisor functionality is supported only on the full desktop size form factor. You can use Supervisor features in a web browser window.
Sign in to Supervisor Desktop
You can sign in to the Supervisor Desktop as a Supervisor only, Supervisor and Agent, a Licensed Administrator, or an Unlicensed Administrator. To access the portal, navigate to the URL provided by your administrator and sign in with your credentials.
For more information, see Sign in to Supervisor Desktop.
Understand Default Landing Page
The system automatically assigns a default landing page based on your user profile:
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Supervisors: Monitor > Overview
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Licensed Administrators: Monitor > Topics
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Unlicensed Administrators: Configure > Topics configuration
Note: If you do not have permission to access your assigned default page, the system will automatically redirect you to the next available page in your access hierarchy.
You can customize your landing page at any time to prioritize the information most relevant to your role.
For more information, see Set your default landing page in Supervisor Desktop.
Understand User Roles and Permissions
The Supervisor Desktop sections and pages visible in your left navigation, and your default landing page are determined by your specific license and role. Access depends on your assigned permissions and, for Supervisors, your station credential selection.
Supervisor Desktop Access Roles and Definitions
| Role | Definition |
|---|---|
| Supervisor (Supervisor + Agent) | User with Supervisor license, no Administrator role; station credential set to Supervisor and Agent. |
| Supervisor (Supervisor only) | User with Supervisor license, no Administrator role; station credential set to Supervisor only. |
| Licensed Administrator | User with Premium Agent license and Administrator role (full administrator or Contact Center Service administrator). |
| Unlicensed Administrator | User with Administrator role and no contact center agent license. |
Role-Functionality Compatibility Matrix
| Functionality | Supervisor (Supervisor + Agent) | Supervisor (Supervisor only) | Licensed Admin (Premium Agent + Admin) | Unlicensed Admin (Admin, no CC license) |
|---|---|---|---|---|
| Monitor | ||||
| Queues | ✓ | ✓ | --- | --- |
| Interactions (Active, In-queue, Completed) | ✓ | ✓ | --- | --- |
| Team Performance | ✓ | ✓ | --- | --- |
| Topics (Topic Analytics) | ✓* | ✓* | ✓* (Analytics + Manage Topics) | --- |
| Agent Experience | ||||
| My Workspace | ✓ | --- | ✓ | --- |
| Agent Performance Statistics (APS) | ✓ | --- | ✓ | --- |
| Configure | ||||
| Evaluation Forms (QM) | ✓** | ✓** | --- | --- |
| Coaching insights (QM) | ✓** | ✓** | --- | --- |
| Topic Configuration | --- | --- | ✓* | ✓ |
| Station credential selector | ✓ | ✓ | --- | --- |
| Default landing page selection | ✓ | ✓ | ✓ | --- |
| Custom layout / custom nav (from JSON) | ✓ | ✓ | ✓ | --- |
| Horizontal header (availability, Webex App, outdial, notifications, profile) | ✓ | ✓ | ✓ | ✓ |
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✓ = Available (full access)
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--- = Not available for this role
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✓* = Available when feature is enabled for the org (for example, Topic Analytics enabled for the organization)
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✓** = Available when user has QM "Edit access" for Evaluation forms assignment and/or Coaching insights assignment.
Understand Horizontal Header
The options available in the Horizontal header depend on your role. In the horizontal header, you can do the following:
Understand Left Navigation Pane
The left navigation pane is organized into sections (Monitor, Workforce, Agent Experience, Configure). Each section can contain one or more pages. You can expand or collapse sections. The sections and pages that appear depend on your role.
Monitor
The Monitor section gives you real-time and historical views of your contact center metrics such as overview of KPI cards, queue, interactions, performance, and topics.
Overview
View your contact center KPI cards. For more information, see View your contact center KPI cards.
Use filters to find relevant information.
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Click the drop-down arrow next to Queue Name, Channel Type, or Managed Teams.
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| 2 |
Choose the filter criteria or click Select All to choose all the options. The Overview page displays KPI cards based on the selected filter criteria. |
Queues
The Queues page is the default landing page for the Supervisors. This page shows queue-level statistics, providing valuable insights into queue performance and health, as well as how to manage agent assignments.
For more information, see Supervise and manage Contact Center queues.
Interactions
The Interactions page serves as a comprehensive monitoring dashboard that provides real-time visibility into customer interactions across various channels, including voice, chat, email, and messaging. :
- Active Interactions: Monitor live conversations in real time, showing details like Interaction ID, Channel, Queue, Agent Name, and engagement duration.
- Queued Interactions: See interactions waiting in queues, including Interaction ID, Queue, Channel, and time spent in the contact center.
- Completed Interactions: Access past interactions and recordings with ease.
Team Performance
The Team Performance page provides real-time and historical agent performance data, allowing supervisors to monitor activity and channel engagement. These insights are essential for effectively managing team productivity, balancing workloads, and meeting operational goals.
For more information, see Supervise your agents and teams.
Topics
When enabled, Topics serves as the default landing page for licensed administrators. This analytics hub helps supervisors understand customer inquiries by tracking interaction trends, handle times, and satisfaction scores. By categorizing various conversations into specific topics, Supervisors can use data-driven insights to improve service quality and address recurring issues.
For more information, see View Your Topic Analytics Dashboard section in the Get started with Topic Analytics article.
Agent Experience
This section is visible only to Supervisors with "Supervisor and Agent" station credential and licensed administrators. My Workspace is the agent's central hub, providing a single pane view of all active and completed interactions across various channels. Agents can accept incoming email, chat, and social messaging requests directly from the task list, and a contextual workspace pane opens to handle the conversation.
If enabled, the Agent Performance Statistics widget gives agents access to real-time and historical metrics, helping them track their own performance throughout the shift.
For more information, see View and manage agent performance reports.
Configure
Use the Configure section to manage configurations for specific features. These configurations determine how information appears in other sections of the application.
Evaluation Forms
Evaluation Forms allow supervisors to build custom scoring templates with multiple sections, question types, and weighted scores, used to assess agent interactions. Supervisors configure assignment rules (by queue, team, or agent), frequency (for instance, every 5th interaction), and criteria (for instance, minimum call duration) to control which interactions are auto evaluated.
For more information, see Evaluation in Webex AI Quality Management.
Coaching Insights
Coaching Insights is configured per team by selecting which metrics to track (such as evaluation score, handle time, hold duration) and setting threshold values for each. Once enabled, the system automatically generates weekly, agent-specific coaching recommendations based on those benchmarks.
For more information, see Coaching Insights in Webex AI Quality Management.
Topic Configuration
Topics Configuration is where administrators turn on topics that automatically group customer conversations into common themes. You can choose which queues to include in the analysis and provide data to customize the initial topics for the model to learn from, after that, it keeps updating on its own as new interactions come in.
For more information, see the Configure Topic Analytics section in the Get started with Topic Analytics article.
Manage your Profile Settings
Your user profile is where you can view the teams that you manage, customize your landing page, the role you're signed in as, keyboard shortcuts, and more. It's also where you can manage your notifications. Use these articles to get acquainted with everything you can manage in the profile settings.
Share Feedback and Help
Share feedback: Use the option in the interface to send feedback on Supervisor Desktop.
Help: Use the Help entry point to open help documentation.
