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| WEBEX CONTACT CENTER AGENT DESKTOP DESIGN |
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| |
| 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: |
| ============== |
| |
| +---------------------------------------------------------------------+ |
| | HEADER BAR | |
| | +--------------------------------------------------------------+ | |
| | | [Abhavtech Logo] Agent: Priya S. | Status: Available v | | |
| | | | 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 | | |
| | +--------------------------------------------------------------+ | |
| +---------------------------------------------------------------------+ |
| |
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| AGENT USER PROFILE SPECIFICATIONS |
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| |
| PROFILE NAME | ROLE | PERMISSIONS |
| ========================================================================= |
| |
| UP-01: Standard_Agent_Profile |
| ------------------------------------------------------------------------- |
| Role: Standard Agent |
| Agent Desktop: [OK] Enabled |
| Multimedia Profile: Voice + 2 concurrent chats |
| Permissions: |
| [OK] Answer/Make calls |
| [OK] Hold/Resume |
| [OK] Transfer (Blind/Consult) |
| [OK] Conference |
| [OK] Wrap-up selection |
| [OK] View queue statistics |
| [X] Monitor other agents |
| [X] Access reports |
| [X] Change queue settings |
| |
| UP-02: Premium_Agent_Profile |
| ------------------------------------------------------------------------- |
| Role: Premium Agent |
| Agent Desktop: [OK] Enabled |
| Multimedia Profile: Voice + 3 concurrent chats + 5 emails |
| Additional: |
| [OK] All Standard permissions |
| [OK] Access digital channels (WhatsApp, email) |
| [OK] Agent Assist features |
| [OK] Screen recording (training) |
| |
| UP-03: Supervisor_Profile |
| ------------------------------------------------------------------------- |
| Role: Supervisor |
| Agent Desktop: [OK] Enabled (can take calls) |
| Additional: |
| [OK] All Premium permissions |
| [OK] Monitor agents (listen/whisper/barge) |
| [OK] View real-time dashboards |
| [OK] Access team reports |
| [OK] Change agent states |
| [OK] Re-skill agents (temporary) |
| [X] System configuration |
| |
| UP-04: Admin_Profile |
| ------------------------------------------------------------------------- |
| Role: Administrator |
| Agent Desktop: Optional |
| Additional: |
| [OK] All Supervisor permissions |
| [OK] User provisioning |
| [OK] Flow Designer access |
| [OK] Queue/Entry Point configuration |
| [OK] Reporting and analytics |
| [OK] Audit log access |
| |
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