Overview
This article describes how supervisors access and use the Webex Contact Center Supervisor Desktop, including monitoring agent activity, managing agent states, reviewing call recordings, and using silent monitoring.
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.
Supervisor Roles
Depending on your permissions, you can switch your role between 'Supervisor' and 'Supervisor and Agent'. Switch to the dual role when you need to take calls as an agent and still manage the call center as a supervisor.
1. Click your user profile in the top-right corner of the window.
2. Choose Profile Settings.
3. Select an option from the Role drop-down list.
- Supervisor: Manage, monitor, assess, guide, and assist agents.
- Supervisor and Agent: Perform both supervisor and agent functions.
When you change the role from 'Supervisor' to 'Supervisor and Agent', you will need to choose a Dial Number or Extension and a team from the Team drop-down list. Click Save Selection and then Confirm to continue.
Supervisor Desktop - Home
When you sign in, the home page displays widgets that are based on permissions and configuration. Supervisor Desktop automatically adjusts to different screen sizes. Set your web browser to 100% maximized screen for the best experience.
The horizontal header allows you to:
- View Availability State
- Use Webex App
- Make an outdial clal
- Access notification center
- Access profile
Supervisor Desktop KPI Cards (Dashboard) Definitions
The Supervisor Desktop home page displays Key Performance Indicator (KPI) cards that provide a real-time view of contact center activity.
Definitions for key metrics:
- Contacts in Progress: The real-time number of contacts that are in progress for your teams.
- Contacts in Queue: The real-time number of contacts that are in queue for the queues that you manage.
- Longest Contact Currently in Queue: The longest time that the caller spends in the queue before an agent responds.
- Total Contacts Handled: The aggregate count of contacts that an agent has interacted with. It includes contacts that are currently connected to an agent, contacts that were connected but have since been terminated, and any sudden disconnects.
Note: A sudden disconnect is defined as a contract that was connected to an agent but terminated within a predetermined threshold time from the moment of connection. This termination occurs in the queue where the contact was initially terminated.
- Average Service Level: The percentage of contacts that were connected, chosen to opt out of the queue, dequeued, or terminated within the queue, all within the time frame defined by the Service Level Agreement (SLA).
- Average Handle Time: The average time the agent handles a caller in real-time. The average time includes the connected time and wrap-up time for a call.
- Total Contacts Abandoned: The number of contacts that were terminated in the queue before getting connected to an agent, irrespective of its handling in previous queues, if any. These contacts do not fall under the category of short calls.
- Contact Details in Queue: Caller details by queue in real-time. The parameters include:
- Channel Type: The mode of customer interaction such as chat, email, social, or voice.
- Queue: The name of a queue.
- Contacts in Queue: The number of customer contacts that are in queue for your teams in real time.
- Longest Contact Currently in Queue: The longest time that the customer contact spends in the queue before an agent responds in real-time.
- Abandoned Contacts: The number of contacts that were abandoned.
- Agent State Report: Provides the different agent states in real-time based on the number of active agents.
Supervisor Desktop - Queues
The Queues tab provides centralized access to all queue information, include real-time agent availability and daily or 7-day trends. You can personalize the view by customizing and filtering columns to display key metrics for specific queues. Real-time metrics are presented in clear tables, charts, and graphs for easy understanding. Here, you can use drill-down capabilities to explore queue details, agent statuses, and skill-based routing insights. Additionally, direct actions such as assigning or removing agents from agent-based queues are available.
Supervisor Desktop - Interactions
The Interactions Detail page provides a view of all interactions, with elements such as:
- Detailed interaction display: Provides a comprehensive display of customer interactions, include live and completed transcripts for all omni-channel types.
- Data panel components: Includes real-time transcripts, an interaction data panel (displaying timings, duration, hold time, and handle time), and a customer journey view across different channels and days.
- Unified data view: Consolidates all interaction data into a single interface.
1. Choose Active, Queued, or Completed tab to view specific interactions.
2. Click View in the Actions column for the interactions. You can access detailed information about the selected information.
Key Metrics are dynamically displayed relevant to the interaction's current state:
- For live (ongoing) interactions:
- Current interaction duration: The elapsed time of the ongoing interaction.
- Contact status and duration: Details on the current status (e.g., connected, on hold) and how long the contact has been in that state.
- Hold duration: The cumulative time the customer has been on hold during the current interaction.
- Consult/Conference status: Information on any active consults or conferences.
- For completed interactions:
- Total interaction duration: The overall length of the completed interaction.
- Hold duration: The total time the customer was on hold during the interaction.
- Wrap-up duration: The time spent by the agent in the wrap-up state post-interaction.
- Wrap-up reason: The reason code applied by the agent at the end of the interaction.
- For in-queue interactions:
- Current wait time: The duration the interaction has been waiting in the queue.
- Transfer origin: Details on where the interaction was transferred from, if applicable.
Supervisor Desktop - Team Performance Details
You can view real-time information about agents and manage their status. The team performance dashboard provides a grid view of all agents and their availability simultaneously. You do not need to click into individual profiles or separate menus to understand an agent's current activity.
By hovering over a status icon 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.
- Workload Breakdown: Reveals the "Active Interactions" count, distinguishing between automatically assigned elements.
- Quick Action: 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.
1. Navigate to Monitor - Team Performance.
2. Choose one of the tabs:
- Live tab: Displays ongoing or real-time interactions
- History tab: Displays completed or past interactions
Changing an Agent's State
As a supervisor, you can change an agent state for an individual on your team. From the Team Performance Details view, choose Actions next to the agent you would like to change, and then change the agent state as needed.
When you hover over the Agent State, it displays the name of the supervisor who made the change. When the agent is involved in an active interaction, the agent state will change after the interaction ends.
Changing an Agent's Skill Profile
You can also change an agent's skill profile from the Team Performance Details view. You can do this by following these steps:
1. Choose Live to see ongoing interactions.
2. Choose the actions next to the agent.
3. Click Change Skill Profile.
4. Choose a new skill profile from the profile drop down list.
5. Click Review Changes.
6. Click Confirm Changes.
Signing Out an Agent
In the event you need to sign an agent out who has already left for the day, you can do this from the Team Performance Details view. You can do this by following these steps:
1. Choose Actions next to the agent you would like to sign out.
2. Click Sign Out Agent.
3. A confirmation pop-up will appear, click Sign Out to confirm and proceed.
Note: If the agent is involved in an active interaction, you will not be able to sign them out until the active interaction ends.
When a sign out request is being processed while the agent is receiving an incoming call or interaction, a "Confirm Force Sign Out" pop-up appears. Signing out may end or redirect these interactions.
Supervisor Desktop - Silent Monitor
You can silently monitor Agents for quality monitoring. While monitoring, you can also Barge-In to the call which creates a 3-way audio conference with the customer, agent,and you. You can do this by following these steps:
1. Click the silent monitor option from the navigation bar.
2. Then, click the recording button in the actions column of the agent you want to monitor.
3. In the active interaction details, click Listen. The monitoring request pop-up will appear.
4. You will be called on your Webex Extension, click Answer to start the monitor session.
You can Pause Monitoring which mutes the monitor session, Barge-In to create a 3-way audio path between the caller, agent and you, or you can click End Monitoring to leave the conversation.
Supervisor Desktop Widgets - Call Recordings (if enabled)
This widget provides access to call recordings. You can search by date and listen to call recordings for both inbound and outbound calls made by agents.
Use the play button in the Actions column to listen to a recording.
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.