Webex Contact Center Agent Desktop is where agents receive and manage customer interactions including calls, chats, emails, and more. With the insight and collaboration tools in Desktop, you, your customers and supervisors can chat and collaborate with ease.
Welcome to Agent Desktop. When you sign in, the homepage displays custom or persistent widgets based on the layout configuration that is configured by your administrator. To learn more about how to sign in, see Sign in to Agent Desktop.
 | Agent Desktop automatically adjusts to different screen sizes. However, the display size must be greater than 500 x 500 pixels (width x height). Set your web browser zoom to 100% for the best experience. To learn more about supported browser versions, see System requirements for Webex Contact Center. |
Familiarize yourself with the Desktop interface and how we talk about it.
Horizontal header
In the horizontal header, you can do the following:
Navigation bar
The navigation bar is where you can access Home (
), Feedback (
), and Help (
). If your profile is configured for statistics reporting, you’ll see the Agent Performance Statistics icon (
), where you’ll find the historical and real-time statistics as an agent.
| Reload ( |
) icon displays only when you access Desktop in an iFrame.
Task list (
)
The task list pane is displayed at the top-left corner of the Desktop interface. When a request is routed to your queue and you're available, a new request appears in your task list pane. You must accept the request to start communicating with the customer. By default, the task list pane is expanded. If the task list pane is collapsed, you can see a popover at the bottom-right corner to accept the request.
Agent interaction history
The agent interaction history pane is displayed at the bottom left corner and is where you can view your previous communications with a customer across all channels (voice, email, chat, and social) for the last 24 hours.
Interaction control pane
The interaction control pane is displayed at the top center. When on an active call, this is where you can see customer information, connected timer, control buttons, and more.
Workspace
The workspace pane is displayed in the center, only when you accept an email, chat or social messaging conversation request. Here is where you can see details based on your selection of the contact card in the task list pane. For example, when you select an active email contact, the center pane displays details of the received email. The center pane can also display information based on your selection in the navigation bar.
Auxiliary information pane
The display position of the auxiliary information pane depends on the type of the active request. When you accept an email, chat, or social messaging conversation request, the auxiliary information pane is displayed at the right side of Desktop. When you’re on an active call, the auxiliary information pane is displayed at the center of Desktop.
You can customize the Desktop layout by editing the default layout that is configured by your administrator. If your administrator has enabled the Drag-and-Drop, and Resize features, the Edit Layout icon (
) is displayed at the bottom-right of the page or widget.
-
The Drag-and-Drop feature allows you to drag (and drop) the widget to the required position on the Desktop layout.
-
The Resize feature allows you to shrink or expand the widget to a custom size on the Desktop layout.
| 1 |
Access the custom page widgets by clicking the custom icon on the navigation bar or choose a custom-tabbed widget in the auxiliary information pane. |
| 2 |
Click |
| 3 |
To drag-and-drop a widget, place the pointer on the widget you’d like to move. When the pointer changes to the hand, click and drag to the new position. |
| 4 |
To resize a widget, place the pointer on the widget border until the pointer changes to the sizing handle. Click and drag to resize. |
| 5 |
Click Save Layout. |
You can reset the Desktop layout to the default view if you used the drag-and-drop or resize feature to edit the layout.
| 1 |
Access the custom page widgets by clicking the custom icon on the navigation bar or choose a custom-tabbed widget in the auxiliary information pane. |
| 2 |
Click . A confirmation message to reset the selected layout is displayed. |
| 3 |
Click OK. |
The default Desktop layout view is restored for the selected page or widget.
The following Experience Management widgets are displayed only if your administrator has configured the widgets for you.
- Customer Experience Journey (CEJ)—Displays all past survey responses from a customer
in a chronological list. The widget helps to gain context about the customer’s past
experiences with the business and engage appropriately with the customer. This
widget is automatically activated when an agent engages with a customer through a
call, chat, or email. An agent can view ratings and scores such as Net Promoter
Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) along
with all other feedback collected from a customer.
When an agent signs in, the CEJ widget displays the previous customer responses; the CEA widget displays the key metrics and KPIs aggregated from the agent's previous interactions with customers. This includes NPS, CES, and other KPIs such as agent friendliness, enthusiasm, communication skills, and so on.
- Customer Experience Analytics (CEA)—Displays the overall pulse of the customers or agents through industry-standard metrics such as NPS, CSAT, and CES or other KPIs being tracked within Experience Management.
IVR Transcript widget displays the transcript of the conversation between the virtual assistant and the customer (caller). The widget is displayed only if your administrator has configured the widget for you. This view-only widget helps to gain context about the customer’s needs and appropriately engages with the customer, increasing customer service efficiency.
Your user profile is where you can view the team you're assigned, channel capacity, 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 profile settings.
Desktop allows you to manage voice calls and conversations through digital channels like Facebook Messenger, Livechat, email, SMS, and WhatsApp.
Visit these articles to familiarize yourself with the tools offered in Desktop and begin confidently assisting your customers when they reach out through calls and messages.
Handle calls
Handle conversations in digital channels
