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Supervise your agents and teams
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Feedback?On the Team Performance Details page, you can see real-time information about an agent and a consolidated view of an agent’s performance as part of the team. View and monitor agents, send one-on-one messages using Webex App, and monitor an agent call.
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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.
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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.
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Explicitly configure wrap-up codes and idle codes for Desktop profiles. We recommend that the maximum values don't exceed 50.
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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.
Supervisors get a comprehensive and intuitive interface to monitor and manage agents across multiple communication channels through the Team Performance widget. They can view agent states, manage availability, and observe RONA (Ring No Answer) behavior with channel-specific granularity. Team performance widget allows supervisors to select which channels to monitor; agent states and timers are visible, mirroring the agent desktop experience, providing supervisors with synchronized visibility into agent activity.
Managing Agent Availability
- Supervisors can set an agent’s state to lunch (idle) across all channels simultaneously, with timers updating accordingly.
- They can also adjust availability on individual channels, enabling granular control similar to the agent desktop.
- This flexibility allows supervisors to tailor agent availability based on operational needs or agent capacity.
Call handling and state transitions
- When a call is connecting on the telephony channel, the agent’s state changes to reserved. Once it offers or gets connected, stated changes to engaged.
- During telephony engagement, the agent remains engaged other on the remaining channels, indicating availability for interactions on those channels.
- After the call ends, the agent moves into a wrap-up state on telephony while maintaining engagement on other channels.
- Supervisors can track these state changes in real time, ensuring accurate monitoring of agent workload and status.
Pending Idle States and Wrap-Up
- Supervisors can set agents to pending lunch (idle) while the agent is still in wrap-up, signaling the intention to go idle after completing current tasks.
- The system reflects this pending status on the telephony channel while showing the agent as at lunch on other channels.
- Once wrap-up is complete, the agent fully transitions to lunch across all channels.
- This behavior aligns with the agent desktop experience, providing consistency in state management visibility. This state is not possible in non-voice as the agent is able to set themselves to idle directly.
RONA behavior
- If an agent does not answer a call on a particular channel (for example, telephony), only that channel’s state changes to RONA (idle), while other channels remain available.
- This selective RONA handling minimizes disruption to the agent’s availability on other channels and maintains operational efficiency.
- Supervisors have the same visibility into this behavior as agents, enabling effective oversight and intervention if needed.
The team performance dashboard provides a grid view of all agents and their availability across multiple channels (Voice, Chat, Email, Social) simultaneously. You need not click into individual profiles or separate menus to understand an agent's current activity.
By hovering over a status icon (as shown for agent Eli Cho), a detailed popover appears providing:
- Specific Channel Status: It explicitly labels the state, such as "Chat: Engaged."
- Real-Time Duration: It shows exactly how long the agent has been in that state (e.g., 00:16:36), allowing supervisors to identify if a chat is taking longer than usual.
- Workload Breakdown: It reveals the "Active interactions" count, distinguishing between Automatically assigned (example, 2 out of a capacity of 5) and Self-assigned (2/2) tasks.
- Quick Action: It includes a "View" link within the hover state, allowing the supervisor to jump directly into the details of those specific interactions if intervention is needed.
The supervisors now get more useful information without leaving the dashboard. Earlier, they only saw a static list. Now, when they hover over an agent, they see a quick summary of productivity and capacity, helping them make faster decisions about balancing workloads and supporting agents. They can also view the automatic count and self-assigned count.
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
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You must be assigned to a team.
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The Team Performance Details only contains the list of agents who are signed in on your assigned teams.
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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
The Team Performance Details page supports Voice and digital channels.
| Column name | Description |
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Agent Name |
Displays the name and profile picture (Webex image) of the agent. |
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Agent State |
The work status while using Supervisor Desktop. The agent availability state includes Available, Idle codes, or RONA. |
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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). |
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Voice/Chat/Email/Social |
Indicates the status of the respective channels for the agent. You can see the status on hover. |
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Phone Number |
Dial number or extension of the agent signed in. |
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Site |
Name of the site with which the agent is associated. |
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Team |
Name of the team with which the agent is associated. |
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Skill Profile |
This displays the skill profile assigned to each individual agent, where the details of their skills can be viewed. |
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Channels |
The mode of communication through which an agent can communicate. For example, voice call. |
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Contact Queue |
Name of the queue that the agent routes the request to. |
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Contact Status |
The status of the agent in an active call. For example, Connected, Consulting, Conference, or Wrap up. |
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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. |
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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. |
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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). |
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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. |
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Action |
Based on your user profile privileges, set by your administrator, you can perform the following actions from the Actions column:
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)—Silently monitor and review agent calls.
)—Send a one-on-one message to an agent.
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)—Sign an agent out when they are not actively interacting with a customer.| Element | Description |
|---|---|
| Search field | Enter a column name to quickly locate a specific attribute in the list. |
| Select all | Select or clear this check box to display or hide all available columns in the table. |
| Columns | Select or clear this check box next to the column name to display or hide that column in the table. Available options include
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Change agent state
You can manually adjust the agent availability from the dashboard. Perform the following steps:
- Under the Actions column, click the ellipses (…) icon.
- Select .
- Choose an appropriate option from the list. For more information, see Agent Availability States.
- Click Apply.
If you change an agent's state, an information icon (i) appears next to the status timer. Hover over this icon to see the name of the person who updated the status (example, "Set by James Jones").
Filter by agent state
You can filter the list of agents based on their current availability or activity. This provides a real-time view of each agent's status across different channels. To filter by agent state, click ellipses (…) next to the column name.
Additional controls available in the filter include:
- Search Bar: Located at the top, this allows you to quickly find a specific state if the list is long.
- Checkboxes: You can select multiple states at once (example, to filter everyone who is either "Available" or "Engaged").
- Reset: This button clears all selected filters to show the full list of agents again.
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 that 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 Listen 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.
Additionally, you can now monitor how the agents handle personal callbacks. This includes tracking their adherence to scheduled callback times and their efficiency in completing these high-priority interactions. Refer to the Webex Contact Center Analyzer for detailed reports on personal callback performance.
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In the active interaction details modal, click Listen. The monitoring request pop-over appears. If there's an ongoing monitoring session or if you decrease the width of the
Actions column, click |
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Answer the call. The monitoring control pane appears. You can listen to the call between the agent and the customer. |
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(Optional) Click Pause to temporarily mute the call. Click Resume to resume monitoring the call. |
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(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.
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When finished, click End Listen to end the monitoring activity. |
to access the additional icons for actions.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
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You and the agent must have access to Webex App.
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The Webex App is disabled by default. For information about configuring the Webex App in the desktop, see the section webexConfigured in the Webex Contact Center Setup and Administration Guide.
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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. |
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Click Send. |
under the 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 skill profile
On the Team Performance Details page, you can change an agent's skill profile.
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Click Change skill profile in the Actions column. The Change skill profile pop-up appears.
This option appears in the Actions column only if the administrator selects the Manage skill profile assignments checkbox in the User Profiles section of Control Hub. For more information, see Desktop Experience. For the current skill profile, the available skills are listed. |
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From the Select profile drop-down list, choose a new skill profile. The system enables the Review changes button and displays a message at the bottom after the skill listing. This has three scenarios:
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Click Review changes. The system highlights the summary of changes at the top and lists the number of queues added and removed as part of the skill profile change. |
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Click Confirm changes. A notification displays the successful skill profile change with the new agent name.
When you click the Cancel button or close the pop-up window after changing the skill profile, the system prompts you to either reconsider your action and proceed or discard the changes. |
Other scenarios
Some other scenarios that you may encounter when you're changing the agent skill profile include:
- Search for the skill profile—Type three characters in the search box, and the system populates the options for selection. If no skill profiles match, no data populates.
- Assign none as a skill profile—During a skill change, if you select
Noneand confirm the changes, the system displays a warning message stating that the agent isn't routed using queue-assigned skills but is still routed using flow-assigned skills. - Assign a new skill profile when none exists currently—If you select a different skill profile from
None, the system displays the respective number of queues added and removed. - Only one agent with the skill profile—If you attempt to change the skill profile of an agent who is the sole owner of that profile, the system displays a warning. It alerts you to proceed with caution, as removing the skill profile could leave critical tasks unassigned. It highlights the affected queue with a warning icon.
- No change in skill profile on queue assignment changes—If a skill profile change doesn’t include any related queue assignment changes, the system keeps the agent's queue assignments unchanged.
- Error messages—The system displays an error message when the skill profile update fails due to network issues or an invalid selection.
Sign out an agent
On the Team Performance Details page, you can sign out an agent who isn’t actively interacting with a customer. You can’t 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.
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Click Sign Out Agent. The Confirm Sign Out pop-up appears.
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Click Sign Out to proceed. If the system fails to sign out an agent, an error icon appears on |
Export a list of your agents
Export a list of agents assigned to your teams in an Excel or CSV format.
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Click the Export icon. |
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Choose Excel or CSV to download a file to your local folder. |
View interactions
The Interactions tab in Webex Contact Center provides a comprehensive view of customer engagements. This tab allows supervisors to monitor and manage ongoing and past interactions.
Following are the interaction types:
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Interaction States: The tab organizes interactions into distinct categories:
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Active: Displays interactions currently in progress.
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Queued: Shows interactions waiting to be handled by an agent.
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Completed: Lists interactions that have concluded.
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Interaction Count: A summary indicates the total number of interactions in the currently selected state (for example, 60 interactions for the Active tab).
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Filtering and Sorting: Options are available to filter and sort the interactions list based on various criteria. You can filter historical interactions by date for up to 13 months in the past.
Details displayed for each interaction in the list view include:
- Customer ID: A unique identifier for the customer involved in the interaction.
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Channel: The communication method used for the interaction, indicated by specific
icons:
- Email (envelope icon)
- Messenger (Facebook Messenger icon)
- Chat (speech bubble icon)
- Call (phone icon)
- SMS (SMS icon)
- WhatsApp (WhatsApp icon)
- Queue: The specific queue to which the interaction was routed.
- Required skills: This displays the skills required for each interaction, as specified by the queue’s flow or routing configuration.
- Channel: The communication method used for the interaction, indicated by specific icons:
- Team: The team assigned to handle the interaction.
- Contact status: The current connection status of the interaction (for example, Connected).
- Agent: The name of the agent currently handling or who handled the interaction.
- Handle time: The duration of the interaction.
- Actions: Provides options to perform actions related to the interaction, such as "View" for more details or play recording for call recordings.
You can customize the columns displayed in the interactions window by using the settings button. Following is a list of available columns you can choose from:
| Direction | Recipients | Transfer | Timestamp |
| Channel | CC Recipients | Transferred to queue | Total contact duration |
| Site | Attachments | Transferred by agent | Handle time |
| Entry point | Customer name | Transfer reason | Interaction duration |
| Skills | Interaction ID | Blind transfer | Hold time |
| Queued from | Customer ID | Agents assisting wrap up | Wrap up time |
| Queue | Business ID | Wrap up reason | Wrap up summary |
| Team | Contact status | Wait time | CSAT |
| CAD Variables | Required skills |
