WEBEX CONTACT CENTER AGENT DESKTOP DESIGN
DESKTOP TYPE: Webex Contact Center Agent Desktop (WebRTC)
ACCESS URL: desktop.wxcc.cisco.com
BROWSER: Chrome (recommended), Edge, Firefox
TELEPHONY: WebRTC (primary) / Webex App / Desk Phone
LAYOUT DESIGN:
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HEADER BAR
[Abhavtech Logo] Agent: Priya S. Status: Available
Queue: Sales_India
MAIN WORKSPACE
INTERACTION PANEL SCREEN POP / CRM
Caller: +91-98XXX-XXXXX Customer: Rajesh Kumar
Queue: Sales_India Account: ABV-00012345
Wait Time: 00:45 Tier: Premium
Last Contact: 15 Jan 2026
[Answer] [Decline]
Open Tickets: 2
CALL CONTROLS TKT-001: Billing Query
TKT-002: Product Info
[Hold] [Transfer]
[Mute] [Conference]
[Wrap-up] [End Call] [New Ticket] [View CRM]
AI ASSISTANT PANEL
Sentiment: Positive
Suggested Response:
"I understand you have
questions about your
recent order..."
[Use] [Dismiss]
TASK LIST / QUEUE PANEL
Active Tasks: 1 Waiting: 12 Chat: 2 Email: 5
AGENT USER PROFILE SPECIFICATIONS
PROFILE NAME ROLE PERMISSIONS
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UP-01: Standard_Agent_Profile
Role: Standard Agent
Agent Desktop: Enabled
Multimedia Profile: Voice + 2 concurrent chats
Permissions:
Answer/Make calls
Hold/Resume
Transfer (Blind/Consult)
Conference
Wrap-up selection
View queue statistics
-- Monitor other agents
-- Access reports
-- Change queue settings
UP-02: Premium_Agent_Profile
Role: Premium Agent
Agent Desktop: Enabled
Multimedia Profile: Voice + 3 concurrent chats + 5 emails
Additional:
All Standard permissions
Access digital channels (WhatsApp, email)
Agent Assist features
Screen recording (training)
UP-03: Supervisor_Profile
Role: Supervisor
Agent Desktop: Enabled (can take calls)
Additional:
All Premium permissions
Monitor agents (listen/whisper/barge)
View real-time dashboards
Access team reports
Change agent states
Re-skill agents (temporary)
-- System configuration
UP-04: Admin_Profile
Role: Administrator
Agent Desktop: Optional
Additional:
All Supervisor permissions
User provisioning
Flow Designer access
Queue/Entry Point configuration
Reporting and analytics
Audit log access