Overview
This article explains how to log in to the Webex Contact Center (WxCC) Agent Desktop and navigate its key features.
Detailed Information
Launching the Webex Contact Center Agent Desktop
1. Open a web browser and navigate to https://desktop.wxcc-us1.cisco.com/
2. Enter your email address (pawprint@umsystem.edu) and click Next.
3. Enter your password when prompted, and click Sign In.
Selecting a Login Type
After signing in, you will be prompted to choose how you want to handle calls. Three login options will be available:
- Desktop (WebRTC): This does not require an extension. Calls will be directed to your computer.
- Extension: Uses a Cisco IP Phone or the Webex App as your audio device. Enter your extension number when prompted.
- Dial Number: The phone number can be your home office number/cell phone number, or any other 10-digit US phone number.
Select your preferred option, then click Save & Continue.
Note: The dial number option is usually for work-from-home, or if you want to take calls on your cell phone at work instead of using your computer to talk/listen to calls. If you are unsure, ask your manager for the right method to use for logging in.
Logging into Webex Contact Center Desktop using Extension
1. Open the Webex application on your computer.
2. Click the Sign in button
3. Enter your University of Missouri email address (pawprint@umsystem.edu).
4. If you get a verification screen, click the Launch Webex App button.
5. If prompted by your web browser, ensure you check the box to 'Always allow https://.... to open webex links'. After checking the box, you can click Open Link.
6. Once the Webex App opens, you will see the extension assigned to you (if Extension is configured for your use).
7. Use the Webex App Extension number and instructions from the previous section to login to the Webex Contact Center Desktop application.
Note: This step should be executed after launching the Webex application as instructed above.
Desktop Navigation
Once logged in, the Agent Desktop displays the following main areas:
- Navigation Bar (left side): Provides access to Home, Help, Performance Statistics, and other modules.
- Header (top): Displays your current agent state, notifications, and profile settings. Make outdial calls, access notifications, and profile settings from here.
- Interaction Control Panel (center): This pane will be in the center of the workspace when you are on an active call.
Profile Settings
Click your profile icon in the upper-right corner to access the following settings:
- Notifications: Toggle notification settings on or off, to alert you to incoming contacts while the browser is out of focus or minimized.
- Appearance: Switch between light and dark mode, as well as different background options.
- Speaker and Microphone: Test and configure your audio input/output devices. Use this setting when logging in to confirm that your microphone and speakers are working properly.
Agent States
Your current state is displayed in the header bar. The available states are:
- Available: You are ready to accept interactions.
- Idle: You are logged in but not available for contact center calls, reason is displayed (e.g., Break, Lunch, Training)
- Engaged: You are on an active call.
- Wrapup: You are completing post-contact work after a call ends. Usually a fixed length like 60 seconds before returning to available/idle status.
To change your state, click your current state in the top-right corner (in the header) and select the desired option from the dropdown.
While you are in an Engaged state, on an active call or in a Wrapup state, you can select an Idle code to change to after the current call or wrapup ends. This prevents back-to-back calls from being presented to your desktop.
Note: Some Contact Center departments do not have wrapup enabled.
Agent Statistics Widget
The Agent Statistics Widget appears on the Agent Desktop home page and displays real-time and historical performance data. See the Webex Contact Center - Agent Performance article for full details on the available metrics.
For Additional Assistance
Please call the IT Help Desk at 573-882-5000, email at techsupport@missouri.edu, or you can start a chat with an agent by selecting the speech bubble icon in the lower-right corner of the screen on this site. You may also use the Division of IT Client Portal to view a comprehensive list of DoIT resources and contact methods.