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Manage and Monitor Interactions
In this article
Feedback?Master the use of the Interactions page in Webex Contact Center. This article provides instructions for managing ongoing, queued, and completed customer engagements, interpreting real-time interaction data, and effectively monitoring live agent calls to ensure high-quality service delivery.
Overview
The Interactions page in Webex Contact Center serves as the primary workspace for supervisors to oversee customer engagements. This page provides a comprehensive view of all ongoing, queued, and completed interactions. Through this interface, you can manage interaction data, customize your dashboard for granular visibility, and monitor live agent calls to ensure high-quality service delivery.
Starting April 30, 2026, for a period of 60 days (June 30, 2026), an administrative toggle will be available within Control Hub that allows tenant administrators to enable or disable the Granular Agents state control feature at the tenant level. This admin toggle will remain available for a period of 60 days after which the Granular state control will be GA meaning available to all agents.
Manage Interactions
The Interactions page allows you to track and organize customer engagements efficiently.
Access the Interactions Page
To access the page, hover over the left navigation menu on the Home page and select the Interactions icon. The page is organized into three primary tabs—
- Active: Displays interactions that are currently ongoing.
- Queued: Displays interactions awaiting assignment.
- Completed: Displays interactions that have finished and are currently in the wrap-up state.
Common page controls
Each tab provides a standard set of tools to manage your view:
- Interaction Count—A summary of the total number of interactions in the selected tab.
- Customize View—Click the gear icon to open the customization drawer, where you can show/hide columns, pin specific data, and reorder your layout.
- Filtering and Sorting—Use the filter and sort options to refine your list. You can filter historical interactions by date for up to 13 months.
- Export—Download the current list as an Excel or CSV file.
- Reset Layout—Quickly revert your columns to the default system configuration.
Interaction Data Columns
The table displays key metrics for each interaction. While columns vary by tab, common fields include Customer ID, Channel, Queue, Agent, Sentiment, Handle Time, and Actions.
|
Column |
Active tab |
Queued tab |
Completed tab |
|---|---|---|---|
|
Customer ID |
Yes |
Yes |
Yes |
|
Channel |
Yes |
Yes |
Yes |
|
Queue |
Yes |
Yes |
Yes |
|
Agent |
Yes |
No |
Yes |
|
Sentiment |
Yes |
No |
Yes |
|
Handle time |
Yes |
No |
No |
|
Total contact duration |
No |
Yes |
Yes |
|
Wrap up reason |
No |
No |
Yes |
Data refresh and performance
- Automatic Updates: A notification banner appears at the top of the interface if new interactions enter the system. Click the banner to refresh your view.
- Performance Limits: To maintain optimal speed, the system displays an initial view of 500 interactions. Scroll to the end of the list to trigger the loading of additional records.
- Sorting: New interactions are automatically integrated based on your current sorting configuration (defaulting to Start Time).
Monitor Agents on a call
Review and track an agent's performance in real-time on the Interactions page without affecting the ongoing call.
Before you begin
- You can monitor only one agent at a time. If another supervisor is already monitoring the agent, the Listen button is disabled.
- Ensure your browser and telephony settings are correctly configured for audio playback to enable call monitoring and barge-in.
- You can also track agent adherence to scheduled callbacks and their efficiency in handling high-priority interactions.
| 1 |
Navigate to the Interactions page and select the Active tab. |
| 2 |
Locate the specific interaction and click the Monitoring icon in the Actions column. If the column is hidden, click the More (...) icon. |
| 3 |
Click Listen in the modal. |
| 4 |
Answer the call. A monitoring control pane appears. |
| 5 |
(Optional) Click Pause to mute the audio or Resume to continue. |
| 6 |
(Optional) Click Barge In to join the conversation as a participant. You can only barge in after you have successfully started listening to the call. You cannot barge in if the agent is currently in a consultation call. |
| 7 |
Click End Listen to disconnect. |
Important Monitoring Rules
- If the agent transfers the call to a different team or queue, the monitoring session ends automatically.
- During a Barge In, you cannot transfer the call, drop the agent, or initiate a new consult/conference call.
- Monitoring and barge-in are unavailable if your desktop telephony is disconnected.
You must complete the monitoring of a call before signing out of the Supervisor Desktop.
