00 · Header
Supervisor Experience
T3-R08. Supervisor Desktop roles, the two landing-page sentences, listen and barge-in, and scheduled listening. Articles okxzd1, xceh0k, and 5k9gxcb. Retrieved 2026-10-14.
01 · TL;DR
One desktop, four personas, two landing sentences
- Personas: Supervisor plus Agent, Supervisor only, Licensed Administrator, Unlicensed Administrator. [cite:1]
- Minimum display is 500 by 500. The article recommends at least 1280 pixels wide. WebRTC is not available in VDI. [cite:1]
- Supervisor features are supported on the full desktop form factor, in a browser window. [cite:1]
- A transfer to another team or queue ends the monitoring session. [cite:2]
- Headers read 2026-10-14: okxzd1 August 13, 2026; xceh0k September 01, 2026; 5k9gxcb July 30, 2026.
02 · Map
Persona first, then the listen path
Study diagram. The barge-in box is unavailable until listen has started. [cite:2]
03 · Core
Read the matrix before you promise a page
okxzd1 describes Supervisor Desktop as the place to monitor teams and queues, view engagements, and open quality-management insights. Sign-in personas are Supervisor (Supervisor and Agent), Supervisor (Supervisor only), Licensed Administrator (Premium Agent license plus full administrator or Contact Center Service administrator), and Unlicensed Administrator (administrator with no contact-center agent license). Header August 13, 2026. [cite:1]
The default-landing section says supervisors land on Monitor > Overview, licensed administrators on Monitor > Topics, and unlicensed administrators on Configure > Topics configuration. If the assigned page is not permitted, the desktop redirects to the next page in the access hierarchy. Later, the Queues section says the Queues page is the default landing page for supervisors. Both sentences are in the article. [cite:1]
Overview and Queues are both called a supervisor default in okxzd1. Teach the sentence you are pointing at. [cite:1]
xceh0k: you monitor one agent at a time. If another supervisor is already monitoring, Listen is disabled. Answer the monitoring call. Barge In is available only after listening has started, and not while the agent is in a consultation. During barge-in you cannot transfer, drop the agent, or start a consult or conference. A transfer to a different team or queue ends monitoring. You must finish monitoring before you sign out. [cite:2]
| Function in okxzd1 | Supervisor + Agent | Supervisor only | Licensed admin | Unlicensed admin | Cite |
|---|---|---|---|---|---|
| Queues, interactions, team performance | Yes | Yes | No | No | [cite:1] |
| My Workspace and agent performance statistics | Yes | No | Yes | No | [cite:1] |
| Evaluation forms and coaching insights | With QM edit access | With QM edit access | No | No | [cite:1] |
| Topic configuration | No | No | When the feature is on | Yes | [cite:1] |
| Station credential selector | Yes | Yes | No | No | [cite:1] |
System requirements in okxzd1: Windows 10 or 11, or macOS 10.12 or later; Chrome, Firefox ESR, or Edge; cookies, JavaScript, and pop-ups allowed; zoom 100 percent; at least 500 by 500 pixels, and at least 1280 pixels wide for the full task list and interaction pane; a supported calling device when handling voice; WebRTC is not available in third-party VDI; the interface supports 30 languages; supervisor functionality is supported only on the full desktop size form factor, in a browser window. [cite:1]
Channel filters on Overview are Queue Name, Channel Type, and Managed Teams. Channel Type lists Chat, Email, Social, and Voice. Coaching Insights, once enabled, generates weekly agent-specific recommendations from the metrics and thresholds configured per team. [cite:1]
5k9gxcb: scheduled listening is limited to agents, teams, and queues in the supervisor’s scope. Choosing specific agents allows a maximum of 500. The schedule can run for six months. Changes do not interrupt a monitoring session already in progress. Header July 30, 2026. [cite:3]
04 · Ecosystem
Ecosystem and sister technologies
Supervisor Desktop is the operations surface. Analyzer, AI quality, and emergency calling are neighbors.
- Supervisor + Agent
- Supervisor license, no administrator role, station credential Supervisor and Agent. [cite:1]
- Supervisor only
- Same license, station credential Supervisor only. No My Workspace. [cite:1]
- Licensed administrator
- Premium Agent license plus full administrator or Contact Center Service administrator. [cite:1]
- Unlicensed administrator
- Administrator role and no contact-center agent license. [cite:1]
- Listen
- One agent. Disabled if another supervisor is already monitoring. [cite:2]
- Barge In
- Only after listening starts. Not during consultation. [cite:2]
- Interactions page
- Where monitoring and barge controls live now. [cite:2]
- 500 agents
- Maximum when a listening schedule names specific agents. [cite:3]
- Six months
- How far the listening schedule’s end can extend, in 5k9gxcb. [cite:3]
- Weekly coaching
- okxzd1: recommendations generate weekly once team thresholds exist. [cite:1]
Mind map source
mindmap
Supervisor Desktop
Personas
Monitor
Listen and barge
Schedule
QM edit accessSister-technology matrix
| Sister | What it is | Why it matters | Config touchpoint | Typical failure | Cite |
|---|---|---|---|---|---|
| Agent desktop | My Workspace for dual-role supervisors | Hidden from supervisor-only. | Station credential | Giving a supervisor-only user the agent task list. | [cite:1] |
| Quality management | Evaluation forms and coaching | Needs QM edit access on the supervisor rows. | Configure | Promising forms to a licensed admin. The matrix says no. | [cite:1] |
| Topic analytics | Monitor topics and topic configuration | Admins configure. Supervisors view when the org feature is on. | Topics | Asking a supervisor to turn topics on. | [cite:1] |
| Interactions | Listen and barge | One agent. Interactions page. | Active tab, Listen | Using the retired Team Performance control. | [cite:2] |
| Scheduled listening | Future sessions | 500 named agents. Six-month end. | Schedule Listening | Scheduling the whole tenant by picking names past 500. | [cite:3] |
| Analyzer | Historical contact-center reports | A different pull model. See T3-R07. | Not this listen path | Calling a KPI card an Analyzer refresh. | [cite:4] |
| AI coaching | Weekly recommendations from team thresholds | Enablement is the AI features page in T3-R09. | Coaching insights | Expecting tips before the org toggle. | [cite:1] |
| E911 | Not a supervisor listen feature | The agent’s endpoint still needs its own emergency path. | Calling emergency articles | Testing 911 by barging. | [cite:5] |
| Identity | The URL and credentials the administrator provides | Role, license, and station credential decide the matrix. | Control Hub user | Signing in with the wrong station credential. | [cite:1] |
Integration edges
| From | To | Mechanism | What moves | Cite |
|---|---|---|---|---|
| Administrator | Supervisor | Role, license, station credential | Which rows of the matrix appear | [cite:1] |
| Supervisor | Active interaction | Listen | One agent, then answer the monitoring call | [cite:2] |
| Listen | Barge In | After listen starts | Not during consult | [cite:2] |
| Agent transfer | Monitoring session | Other team or queue | Session ends | [cite:2] |
| Schedule | Eligible call | Up to 500 named agents, six months | In-progress session keeps the old schedule | [cite:3] |
| Team thresholds | Coaching card | Weekly generation | Metrics such as evaluation score, handle time, hold duration | [cite:1] |
Cross-platform bridges
Unified CCE silent monitor and barge are a different desktop. okxzd1 does not print a CUIC or Finesse gadget map. Do not rename this Interactions page to a Finesse gadget.
Microsoft Teams supervisor tools are not this matrix. No parity table is on okxzd1.
Dynamics and Salesforce screen pop are CRM rooms. Barging does not open them. [cite:2]
Future-integration hooks
- Canon planning: T3-R04 keeps agent sign-in. This room keeps the supervisor matrix and listen rules.
- Those three headers are August 13, 2026, September 01, 2026, and July 30, 2026.
- A single “default landing page” name is TODO-verify if a screen shows only one. The article prints two sentences.
Ecosystem troubleshooting
| Symptom | Likely sister-system cause | Check | Fix | Cite |
|---|---|---|---|---|
| Listen is missing on Team Performance | xceh0k says those controls moved to Interactions. | Which page is open. | Open Interactions, Active. | [cite:2] |
| WebRTC fails in a VDI desktop | okxzd1 says WebRTC is not available in VDI. | Whether the browser is inside VDI. | Use a supported calling device outside that limit. | [cite:1] |
| Coaching cards never appear | QM edit access or the org toggle is off. | The matrix footnote and the AI features page. | Turn on the feature, then the team. | [cite:1] |
05 · Flow
From sign-in to a barge
| Step | From | To | Protocol or mechanism | Notes | Cite |
|---|---|---|---|---|---|
| 1 | Admin | User | License and station credential | Picks the persona. | [cite:1] |
| 2 | User | Landing page | Overview, Queues, or Topics | Depends on which sentence and which role. | [cite:1] |
| 3 | Supervisor | Interactions | Active tab | Find the call. | [cite:2] |
| 4 | Supervisor | Listen | Monitoring call | One agent. Answer it. | [cite:2] |
| 5 | Supervisor | Barge In | Join as a participant | Only after listen. Not during consult. | [cite:2] |
| 6 | Agent | Other queue | Transfer | Monitoring ends. | [cite:2] |
06 · Config
Paths the articles name
- Sign in at the URL the administrator gave you, with the station credential that matches the persona. [cite:1]
- Overview filters: Queue Name, Channel Type, Managed Teams. [cite:1]
- Listen from the Interactions page, Active tab, then Listen, then answer. [cite:2]
- Barge In only from the monitoring pane after listen has started. [cite:2]
- Schedule Listening from the button, or from an agent row’s Actions menu. [cite:3]
- Coaching Insights: per team, metrics and thresholds. The article says recommendations are weekly. [cite:1]
07 · Limits
Numbers worth memorizing
| Item | Value | Source | Verified? |
|---|---|---|---|
| Minimum display | 500 by 500 pixels | okxzd1 | re-check [cite:1] |
| Recommended width | At least 1280 pixels | okxzd1 | Quoted [cite:1] |
| Languages | 30 | okxzd1 | Quoted [cite:1] |
| Simultaneous monitored agents | One | xceh0k | re-check [cite:2] |
| Named agents on one listening schedule | Maximum 500 | 5k9gxcb | re-check [cite:3] |
| Schedule length | Six months | 5k9gxcb | Quoted [cite:3] |
| Zoom | 100 percent | okxzd1 | Quoted [cite:1] |
08 · Trouble
Trouble
| Symptom | Wrong story | What the source supports | Do this | Cite |
|---|---|---|---|---|
| Two supervisors click Listen | The platform allows a conference of supervisors. | The second Listen is disabled. | Wait until the first session ends. | [cite:2] |
| Barge In during consult | The button is slow. | Barge is unavailable during consultation. | Wait until the consult ends, and only after listen. | [cite:2] |
| Barge, then transfer the caller | The supervisor is a full participant. | During barge you cannot transfer, drop the agent, or start a consult or conference. | Stop the barge first. | [cite:2] |
| Monitoring survives an inter-queue transfer | The session follows the call. | A transfer to a different team or queue ends it. | Start a new listen on the destination if policy allows. | [cite:2] |
| Supervisor-only user has no task list | The layout JSON is empty. | My Workspace is not on the supervisor-only row. | Use Supervisor and Agent if that user must take contacts. | [cite:1] |
| Licensed admin cannot open evaluation forms | QM is broken. | The matrix marks evaluation forms unavailable for that admin row. | Use a supervisor with QM edit access. | [cite:1] |
| Schedule edit cuts off a live listen | The save is destructive. | 5k9gxcb says in-progress sessions keep going. The new schedule applies to the next eligible call. | Let the live session finish. | [cite:3] |
| More than 500 named agents | The picker scrolls forever. | The maximum is 500 specific agents. | Use All agents, or split the schedule. | [cite:3] |
| WebRTC inside VDI | A headset permission. | okxzd1 says WebRTC is not available in VDI. | Change the station. | [cite:1] |
| Landing page argument | One sentence was deleted. | Overview and Queues are both printed as supervisor defaults. | Quote the heading you are under. | [cite:1] |
09 · Self-question
Oral ladder
L1Name the four personas.
Supervisor plus Agent, Supervisor only, Licensed Administrator, Unlicensed Administrator. [cite:1]
L2What are the two supervisor landing sentences?
Monitor, Overview, and the Queues page is the default landing page for supervisors. [cite:1]
L3Who has My Workspace?
Supervisor plus Agent, and the licensed admin. Not supervisor-only. [cite:1]
L4How many agents can you monitor at once?
One. [cite:2]
L5When can you barge?
After listening has started, and not during a consultation. [cite:2]
L6Where are the controls?
The Interactions page, not the Team Performance widget. [cite:2]
L7What ends monitoring besides a hang-up?
A transfer to a different team or queue. Sign-out is blocked until monitoring finishes. [cite:2]
L8What is the named-agent cap on a schedule?
500. [cite:3]
L9How long can the schedule run?
Six months. [cite:3]
L10Is WebRTC available in VDI?
No, in okxzd1. [cite:1]
L11How often does okxzd1 say coaching recommendations generate?
Weekly, after per-team thresholds. [cite:1]
L12Why are the headers marked re-check?
The extracts used on 2026-10-14 did not include header dates. [cite:1]
10 · Lab
Quote both landing sentences, then listen once
11 · Quiz
Quiz
Supervisor-only users have My Workspace:
Answer
No. [cite:1]
State both supervisor landing sentences.
Answer
Monitor, Overview, and Queues is the default landing page for supervisors. [cite:1]
Listen is limited to:
Answer
One agent at a time. A second supervisor’s Listen is disabled. [cite:2]
Barge In is grey during a consult.
Answer
Expected. Barge is unavailable during consultation, and only after listen anyway. [cite:2]
During barge-in you cannot:
Answer
Transfer, drop the agent, or start a consult or conference. [cite:2]
A transfer to another queue:
Answer
Ends the monitoring session. [cite:2]
Named agents on one listening schedule:
Answer
Maximum 500, and the end can be six months out. [cite:3]
Evaluation forms for a licensed admin:
Answer
The matrix says not available. Supervisors need QM edit access. [cite:1]
WebRTC in VDI:
Answer
Not available. [cite:1]
Minimum resolution:
Answer
500 by 500. Recommended width at least 1280. [cite:1]
You edit a schedule while you are already listening.
Answer
The in-progress session continues. The update hits the next eligible call. [cite:3]
Draw Listen before Barge In.
Answer
Active interaction, Listen, answer, then Barge In. [cite:2]
12 · Audio
Studio fills these
Transcript slot
Studio fills this. The prompt is the spoken outline.
Transcript slot
Studio fills this. The prompt is the spoken outline.
Transcript slot
Studio fills this. The prompt is the spoken outline.
13 · Interview
Oral-ready
1. 30 seconds. I pick the persona on the matrix before I name a page. Supervisor-only does not get My Workspace. [cite:1]
1. 2 minutes. Landing text says Monitor, Overview, and also says the Queues page is the supervisor default. I quote both. Unlicensed admins configure topics and do not get the monitor rows. [cite:1]
2. 30 seconds. Listen is one agent, on the Interactions page, and barge comes after. [cite:2]
2. 2 minutes. Not during consult. No transfer, drop, or new consult while barged. Another team or queue ends the session. I finish monitoring before sign-out. [cite:2]
3. 30 seconds. A named-agent schedule caps at 500 and six months. [cite:3]
3. 2 minutes. Editing the schedule does not cut off a session that is already up. [cite:3]
4. 30 seconds. WebRTC is not available in VDI, and the minimum display is 500 by 500. [cite:1]
4. 2 minutes. Zoom stays at 100 percent. Thirty languages. Supervisor features are the full desktop form factor in a browser. [cite:1]
5. 30 seconds. Coaching recommendations in this article are weekly after team thresholds. [cite:1]
5. 2 minutes. The org toggle and the SKUs live in the AI quality article, not in the listen steps. Those headers are August 13, 2026, September 01, 2026, and July 30, 2026. [cite:1]
14 · Citations
Ledger
Retrieved 2026-10-14. Mirrors cites/T3-R08.md. Facts older than 12 months, and pages whose header date was not in the extract, stay marked re-check.
- Get started with Supervisor Desktop — help.webex — article okxzd1 — help.webex.com article okxzd1 — retrieved 2026-10-14. header August 13, 2026. Personas, matrix, both landing sentences, display, VDI, 30 languages, weekly coaching.
- Manage and Monitor Interactions — help.webex — article xceh0k — help.webex.com article xceh0k — retrieved 2026-10-14 from the article extract. header September 01, 2026. One agent, Listen then Barge In, Interactions page, consult and transfer limits.
- Schedule call monitoring — help.webex — article 5k9gxcb — help.webex.com article 5k9gxcb — retrieved 2026-10-14 from the article extract. header July 30, 2026. Maximum 500 specific agents, six-month schedule, in-progress sessions continue.
- Analyzer boundary — help.webex — article tajemk — Analyzer clocks are T3-R07, not this listen path.
- Emergency boundary — help.webex — articles nvfbjts and av6oo3 — barge is not an emergency test.
15 · Re-engineer later
Open
- Open questions: which landing sentence the live desktop shows first.
- Facts still TODO-verify: a single landing-page name if the UI shows only one.
- Header dates confirmed on the 2026-10-14 read.
- Assets missing: persona matrix diagram, audio, no production call recordings.
- Next review date: next read of okxzd1.
Sources and go deeper
Checked links were opened this month. A confirm row has no address because that page was not opened.
- Wikipedia Webex (Wikipedia) last checked 2026-10
- Vendor doc Webex Help Center last checked 2026-10
- DevDocs Webex developer documentation last checked 2026-10
- DevDocs Webex developer getting started last checked 2026-10
- Community Webex community last checked 2026-10
- SRND Cisco Collaboration design zone last checked 2026-10
- RFC RFC 3261 SIP: Session Initiation Protocol last checked 2026-10
- Port table IANA service name and port number registry last checked 2026-10
- Port table Port reference for Webex Calling last checked 2026-10
- Wikipedia Call centre (Wikipedia) last checked 2026-10
- Wikipedia Interactive voice response (Wikipedia) last checked 2026-10
- Release notes What's new for administrators in Webex Contact Center last checked 2026-10
- Vendor doc help.webex.com article okxzd1 last checked 2026-10
- Vendor doc help.webex.com article xceh0k last checked 2026-10
- Vendor doc help.webex.com article 5k9gxcb last checked 2026-10
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