Use Webex App as a Customer Experience Essentials supervisor

As a supervisor, you can use the Webex App to monitor both agents and queues. Access real-time data and review historical performance metrics for a comprehensive analysis of your team's activity.

Monitor all agents

As a supervisor, you’ve been assigned agents and queues, all of which can be easily viewed and managed through Webex App.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Monitoring. Here you can view agent information, including the agent name, agent state, state duration, queue, contact status, and time in contact duration.
Click the column headers to sort your view.
Use the search to search for an agent.

Monitor an agent on a call

Monitoring an agent on an active call allows you to listen to the real-time conversation between the agent and the customer, making it valuable for training and quality assurance purposes.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Monitoring.
Find and select the agent on a call that you’d like to monitor.
In the Actions column, select the Monitor icon. The agent hears a notification tone when you join their call, and you have the following additional options:
- Select Whisper Coach to talk only to the agent. You can then select Listen in to return to monitoring the call or click Barge to join the call.
- Select Barge to join the call you are monitoring. Your microphone is turned on, and you join the call with the agent and customer. You can then click Listen in to resume monitoring the call or click Whisper Coach to talk only to the agent.

Send a message to an agent

As a supervisor, you can easily chat with your assigned agents. For example, you can quickly send feedback to an agent on a live call to help resolve a customer issue in real time.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Monitoring.
Find and select the agent you’d like to message.
In the Actions column, select the Chat icon. Your space with the agent opens.

Manage agents in queues

When an agent joins a queue and is marked as available, they begin receiving calls. As a supervisor, you can join or unjoin agents from queues. For example, you may notice increased call volume to a queue and quickly assign additional agents to a busy queue to ensure faster response times.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Monitoring.
Find and select the agent you’d like to join or unjoin from a queue.
In the Actions column, select the Join agent to queue icon.
For each queue in the list, you can check the queue checkbox and the agent joins that queue. You can also uncheck a queue checkbox, to unjoin the agent from the queue.

Change agent status

An agent’s state reflects their activity throughout the day and dictates when they can receive calls. Supervisors can modify an agent's status, if necessary. For example, if you notice an agent is still marked as unavailable after a break, you can manually update their status to available to ensure they start receiving calls again.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Monitoring.
Find and select the agent you’d like to modify the status of.
In the Actions column, select the More icon.
Choose Change agent state and then choose either Available or Unavailable.

Sign out an agent

You may need to sign an agent out if, for example, they leave unexpectedly due to an emergency and forget to log out beforehand.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Monitoring.
Find and select the agent you’d like to sign out.
In the Actions column, select the More icon.
Select Sign out agent.

View agent statistics

You can review your agents' performance over time by analyzing key metrics like connected call counts, average handle time, average inbound connection time, average hold time, and more.

From Webex App, select Customer Experience from the left navigation.
Select Agents > Statistics.
Choose a date range, or a time range to narrow your view.
Choose a filter to view specific information.

View call queues in real time

You can monitor the progress of your queues by analyzing metrics such as average wait time, the number of calls in each queue, and the number of available agents ready to answer calls.

From Webex App, select Customer Experience from the left navigation.
Select Queues > Realtime. Here you can view the queue information including the queue name, calls in queue, longest wait time, agents total, agents idle, agents available, and agents unavailable.
Click the column headers to sort your view.
Use the search to search for an agent.

View historical data for queues

You can assess the performance of queues over time by analyzing metrics such as the number of answered and abandoned calls, average hold time, average queue wait time, and other relevant data.

From Webex App, select Customer Experience from the left navigation.
Select Queues > Historical.
Choose a date range, or a time range to narrow your view.
Choose a filter to view specific information.