00 · Header

T3 · Webex Contact Center

Agent Desktop & Supervisor

Agent Desktop is a browser. The sign-in article wants a display larger than 500 by 500 and zoom at 100 percent. The agent picks Desktop, Extension, or Dial Number, then a team. Supervisors listen and barge from the Interactions page. Those controls are gone from the Team Performance widget. A team is agents at a site, agent-based or capacity-based, and a skill profile is shared by at most 500 agents.

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01 · Executive summary

Five lines, then why it matters

• Display larger than 500×500. Browser zoom 100%. One browser, one tab. Sign out from Idle, with no active conversation and no monitoring task. Desktop without browser permission, or a bad dial number, can RONA. If E911 was accepted and telephony still fails, share the Tracking ID. [cite:1]
• Handle calls using Desktop (WebRTC), Extension, or Dial Number, depending on the profile. Digital-only users do not see telephony options. Auto sign-in is the “Don’t show this again” checkbox. A failed auto sign-in returns you to the preferences screen. An empty team selection still enables Save & Continue and then errors. [cite:1]
• A team belongs to one site, and the site cannot be edited later. Agent-based teams list agents. Capacity-based teams take a dial number and a capacity, and you cannot switch the type afterward. Multimedia profile and the agent list are not for a capacity-based team. Queue ranking allows 50 queues across media types. [cite:2]
• Only 500 agents can share one skill profile. Assign it on the agent or the team. Adding the agent to the team assigns the team’s skill profile. Skill changes do not require a new sign-in. Desktop layout is optional on an agent-based team. Team and layout edits are bidirectional in the audit log. New layout features appear after sign-in or a browser reload. [cite:2]
• Listen and barge live on Interactions, Active tab, View, then Listen. One agent at a time. Barge only after listen has started, and not during consult. You cannot transfer, drop the agent, or start consult while you are barged in. A transfer to another team or queue ends monitoring. Finish monitoring before you sign out. [cite:3]

02 · Architecture map

Sign-in, team, then a monitored call

flowchart LR
  Agent[Agent browser] --> Team
  Team --> Task[Task page]
  Sup[Supervisor] --> Interactions
  Interactions --> Listen
  Listen --> Barge

03 · Core concepts

What the desktop will and will not do

Team types

Monitor rules

04 · Ecosystem & sister technologies

Glossary, map, sisters, edges

Glossary

Agent Desktop

The browser desktop. Display greater than 500×500. Zoom 100%. One browser and one tab. [cite:1]

WebRTC Desktop

Handle calls using Desktop. The browser is the phone. Headset control actions are not supported. [cite:1]

Dial Number

A Webex Calling number on the profile. International format uses the country-code checkbox. Other formats are E.164 or IDD. [cite:1]

Extension

A Webex Calling extension. One configured extension is prefilled. Several become a dropdown of pre-validated extensions. [cite:1]

Auto sign-in

Don’t show this again. Preferences are stored in the browser. A bad saved dial number sends you back to the preferences screen. [cite:1]

RONA

Redirect on no answer. The sign-in article ties it to missing browser permission and to an invalid dial number or extension, and to E911 accepted with telephony still down. [cite:1]

Team

Agents associated with one site. Parent site cannot be edited later. Active by default. Delete only when inactive. [cite:2]

Agent-based team

A listed set of agents. Optional desktop layout and multimedia profile. [cite:2]

Capacity-based team

Dial number and capacity. No named agent list and no multimedia profile. [cite:2]

Skill profile

Optional when skills-based routing is enabled. At most 500 agents share one. Team assignment copies the team’s profile onto the agent. Changes apply without a new sign-in. [cite:2]

Queue ranking

Optional per team, per media type. At most 50 queues across all media types. Unranked queues show None. [cite:2]

Desktop layout

Optional on an agent-based team. Users see new layout-based features after they sign in or reload. Team edits and layout edits show up together in the audit log. [cite:2]

Interactions page

Supervisor workspace: Active, Queued, and Completed. Listen and barge are here. [cite:3]

Listen

Monitor one agent from the interaction details. Answer the monitoring call. Pause mutes the supervisor’s audio. [cite:3]

Barge In

Join as a participant after listen. Not available during consult. [cite:3]

Granular agent state

Control Hub toggle available April 30, 2026 through October 29, 2026, then general availability. Leave it off to keep using Webex WFO. [cite:3]

Mind map

mindmap
  root((Desktop))
    Sign-in
    Team
    Listen
    Sisters

Sister-technology matrix

Integration edges

Cross-platform bridges

Future-integration hooks

• The granular agent-state toggle’s general-availability date in the article is October 29, 2026. re-check after that date. [cite:3]
• Schedule-listening caps are 5k9gxcb (250 queues, 100 teams, 500 specific agents, six months, 2000 schedules per tenant). The JSON download is Default Desktop Layout.json (60x9ji). Finesse gadget import stays marked in the limits table. [cite:5] [cite:6]
• Canon planning: keep T3-R08 as the later supervisor-only room so listen is not documented twice.

Ecosystem troubleshooting

05 · Flow

From browser to a barged call

06 · Config

Click paths

1. Give the agent the desktop URL, a display above 500×500, and zoom 100%. Tell them to use one tab. [cite:1]
2. If Azure SSO is enabled, the Microsoft Teams window does not appear. If it does, they can cancel and retry under Profile, Collaboration Tools, Try Again. [cite:1]
3. Lock the dial number only if the administrator restricted it to the default DN. Otherwise the agent chooses Desktop, Extension, or Dial Number. Digital-only users skip telephony. [cite:1]
4. Create the team at Services > Contact Center > User Management > Teams. Pick the site first. Choose agent-based or capacity-based. You cannot change that later. [cite:2]
5. On an agent-based team, optionally set multimedia, desktop layout, and agents. Skill profile is optional when the feature is on, and only 500 agents share one. [cite:2]
6. Rank queues only if you need it. Maximum 50 across telephony, chat, email, and social. Same rank may repeat. Save, then Create. [cite:2]
7. Deactivate before delete. Inactive is the only deletable state. [cite:2]
8. Supervisor: Interactions, Active, View, Listen, answer. Barge only after that. End Listen before sign-out. [cite:3]
9. Through October 29, 2026, leave the granular agent-state toggle off when Webex WFO must keep working. [cite:3]
10. Export or filter from Interactions if you need a list. The first paint is 500 interactions. History filters go out 13 months. [cite:3]

Sign-in (n6lmci8)
  display:        > 500 x 500
  zoom:           100%
  tabs:           one
  sign-out:       Idle, no active conversation, no monitoring
  empty team:     Save stays enabled, then errors

Team (mqf72s)
  site:           cannot edit later
  type:           cannot switch later
  skill profile:  500 agents share one
  queue rank:     50 across media

Monitor (xceh0k)
  where:          Interactions, not Team Performance
  listen:         one agent
  barge:          after listen, not during consult

Screenshot placeholder. The controls above are the articles.

07 · Limits

Numbers the articles state

08 · Troubleshooting

Ten failures that follow from the articles

09 · Self-question ladder

Twelve rungs

10 · Lab

A sign-in and listen checklist

• Goal: on a lab tenant, sign in one agent and have a supervisor listen, then barge, then end listen before sign-out.
• Prereq: a Webex Contact Center lab you may change. Production monitoring of real customers is out of scope.
• Step 1. Set the browser to 100% zoom and a window larger than 500×500. Expected: the desktop loads.
• Step 2. Choose Extension or Dial Number from a pre-validated profile, and a real team. Expected: the task page.
• Step 3. Place a test call to that agent. Expected: the interaction is on the supervisor’s Active tab.
• Step 4. View, Listen, answer. Expected: the monitoring pane. Pause and Resume mute and restore the supervisor audio.
• Step 5. Barge In. Expected: the article’s limits: no transfer, no drop, no new consult.
• Evidence: note the team name and that listen was on Interactions. Do not record a customer.
• Break it: clear the team dropdown and click Save & Continue. Recovery: select the team again.
• Reflection: which RONA cause you would ask for first, browser permission or Tracking ID.

11 · Quiz

Twelve questions

12 · Audio

Slots for Studio

13 · Interview

Oral answers

30 seconds. The agent signs in through a browser, picks Desktop, an extension, or a dial number, and must pick a team. Sign-out is from Idle. Supervisors listen on the Interactions page, one agent at a time, and barge only after listen.

2 minutes. I would check zoom and the 500-pixel floor before I call it a bug. RONA on Desktop is often the microphone permission or an E911 case that needs a Tracking ID. RONA on a number is an invalid or unassigned DN. Teams are agent-based or capacity-based, the site and the type stick, and 500 agents share a skill profile. Ranking stops at 50 queues. Layout changes show up after a reload, and the audit log ties team edits to layout edits.

30 seconds, barge. Barge is a participant join. I cannot transfer, drop the agent, or start a consult while I am in it. Consult blocks barge. A transfer to another team or queue ends the monitor.

2 minutes, WFO and CRM. Through October 29, 2026 I leave the granular agent-state toggle off if Webex WFO is required. Chat and email are not on the CRM connectors, so a missing chat panel inside Salesforce is expected. Finesse gadgets are not this desktop; that crosswalk is marked in T6-R04.

What you will not say. You will not tell someone to listen from Team Performance. You will not require a re-login for a skill-profile change.

14 · Citations

1. Sign in to Agent Desktop — help.webex — article n6lmci8 — help.webex.com article n6lmci8 — header November 12, 2025, retrieved 2026-10-14. Display greater than 500×500, zoom 100%, one tab, Idle sign-out, Desktop/Extension/Dial Number, auto sign-in, empty-team known issue, RONA and Tracking ID, Azure SSO.
2. Manage teams in Webex Contact Center — help.webex — article mqf72s — help.webex.com article mqf72s — header August 20, 2025, retrieved 2026-10-14. Site is permanent. Agent-based versus capacity-based. Skill profile shared by 500 agents. Queue ranking 50. Desktop layout on agent-based teams. Bidirectional audit. Delete only when inactive.
3. Manage and Monitor Interactions — help.webex — article xceh0k — help.webex.com article xceh0k — header September 01, 2026, retrieved 2026-10-14. Listen and barge only on Interactions. One agent. Barge after listen, not during consult. Granular agent-state toggle April 30, 2026 through October 29, 2026. First view 500 interactions. History filter 13 months.
4. Integrate Webex Contact Center with Salesforce (Version 2-New) — help.webex — article dyidod — help.webex.com article dyidod — retrieved 2026-10-14, via T3-R01. Digital channels such as chat and email are not supported with CRM connectors. Cisco’s Dynamics connector is not Microsoft Dynamics 365 Contact Center.
5. Schedule call monitoring — help.webex — article 5k9gxcb — help.webex.com article 5k9gxcb — retrieved 2026-10-14. At least 1 queue (maximum 250), at least 1 team (maximum 100), specific agents maximum 500, schedule window maximum six months, maximum 2000 listening schedules per tenant.
6. Manage desktop layouts — help.webex — article 60x9ji — help.webex.com article 60x9ji — retrieved 2026-10-14. Header August 20, 2025. Path Desktop Experience > Desktop Layouts. Download file name Default Desktop Layout.json.
7. Cisco AI Assistant for Webex Contact Center — help.webex — article nvvv1zb — help.webex.com article nvvv1zb — retrieved 2026-10-14. Header October 06, 2026. Paid add-on. Agent Desktop has an AI Assistant icon. The administrator can leave features off.

15 · Re-engineer later

• Schedule listening, the layout file name, and the Agent Desktop AI Assistant icon are cited as of 2026-10-14. Teams-per-agent maximum, Finesse import, and CUIC silent-monitor equivalence stay marked above.
• Assets missing: Interactions screenshot, audio.
• Ideas for v1.0: a sign-in fault card that maps each RONA sentence to the evidence you collect.
• Next review: re-check xceh0k after October 29, 2026 for the WFO toggle.