The following are the minimum system requirements:

• Memory—2 GB overall application RAM, excluding the operating system allocation.

• Operating System—The supported operating systems (OS) are:

  • Windows 10 and Windows 11

  • macOS 10.12, 10.13, and 10.14

  • Chrome OS 70 (64-bit) and later

The following table lists the supported browsers.

Configure these browser options:

• Enable cookies and site data.

• Set the security level to Medium.

• Enable the Image option.

• Disable the pop-up blocker.

• Enable the JavaScript.

We recommend that you add the Agent Desktop URL to the list of always active tabs in your browser. You can avoid the agent desktop URL getting disconnected because of the browser’s sleeping tab feature.

Depending on your browser, you can learn more about active and sleeping tabs from Learn about performance features in Microsoft Edge and Personalize Chrome performance.

Note	If you are using Firefox Extended Support Release (ESR) V104.0 and later on Windows or macOS, disable the Enhanced Tracking Protection toggle button in the browser for Agent Desktop URL. For more information, see Enhanced Tracking Protection in Firefox for desktop.

Third-Party Storage Partitioning

A possible issue with the recent update to Google Chrome and Edge 116 or higher could disrupt your sign-in experience to CRM connectors in Webex Contact Center. This issue affects Desktop sign-in on platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, and Freshdesk.

To resolve this issue on the Google Chrome browser:

1. Open the Google Chrome browser and enter chrome://flags/#third-party-storage-partitioning in the address bar.

2. Disable the Experimental third-party storage partitioning flag.

3. Close and restart Chrome.

4. Sign in again to the Desktop inside CRM.

To resolve this issue on the Edge browser:

1. Open the browser and enter edge://flags/#third-party-storage-partitioning in the address bar.

2. Disable the Experimental third-party storage partitioning flag.

3. Save the changes and restart the browser.

4. Sign in again to the Desktop inside CRM.

Agents handling voice interactions must have a phone. To ensure connectivity, call your Dial Number (DN) from another phone and validate your voice connectivity. The same DN must be entered in the Station Credentials dialog box (Station Credentials > Dial Number) when you sign in. For more information, see Sign In to the Agent Desktop.

Cisco Webex Contact Center supports the following agent devices for calling:

• Webex Calling Desk Phone

• Webex Mobile App on the cell phone

• Webex App that is integrated with Webex Calling (PC Audio)

• Microsoft Teams Softphone

If you are using a calling device, enter the calling extension that is configured by your administrator in the Station Credentials dialog box (Station Credentials > Extension) when you sign in. For more information, see Sign In to the Agent Desktop.

Webex App as Client

The Webex App downloaded on your system (personal device) refers to the Webex Client. For more information, see Download the App.

The Webex Client can be used as an endpoint device when it is integrated with Webex Calling. To receive or make a voice call you must sign in to the Agent Desktop using the extension (Station Credentials > Extension).

If you are using the extension, you can answer a voice call from the Webex Client. If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes your state to RONA.

The Webex App can also be accessed within the Agent Desktop to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. However, call control is not available. To receive and make calls, you still require the external, non-embedded Webex App. For more information, see Calling Apps.

For more information on how to access Webex App within the Agent Desktop, see Webex App.

Note

If you are using Webex Client and Webex App within the Agent Desktop, the notifications appear for an incoming call as follows: When the Task List pane on the Agent Desktop is expanded, and you have an incoming call from a customer, the Webex Client notification and the Agent Desktop popover appear. When the Webex Client and the Agent Desktop are inactive: For an incoming call from a customer on the Webex Client, you will receive a browser toaster notification and a Webex Client notification. For incoming calls from a customer on the Webex Client and a colleague on Webex at the same time, you will receive notifications from the browser, Webex Client, and Webex.

The horizontal header is the area which runs along the top of the Agent Desktop interface. The following options are available on the horizontal header:

• Title and logo: Displays the Cisco Webex Contact Center logo and name (default) at the top-left corner of your screen. Your administrator can customize the title and logo based on the desktop layout settings.

• Availability State—Displays your availability status to receive and accept contacts across all communication channels (voice call, chat, email, or social messaging conversation). When you sign in to the Agent Desktop, your state is set to Idle by default. For more information, see Agent Availability States.

• Webex App: Displays an option to collaborate with other agents, supervisors, and subject matter experts (SMEs) of your organization without navigating away from the Agent Desktop. For more information, see Webex App.

• Outdial Call: Displays an option to make an outdial call. The Outdial Call icon is displayed based on your agent profile configuration. For more information, see Make an Outdial Call.

• Notification Center: Displays the number of new messages you have received. When you click the Notification Center icon, the dialog box displays the desktop alerts and notifications. For more information, see Access Notification Center.

  You can also access earlier screen pop using the screen pop URL. For more information, see Access Screen Pop.

• User Profile: Displays your information and settings. For more information, see User Profile.

Note

The Webex App, Outdial Call, and Notification Center icons and the order in which they appear on the horizontal header depend on the configuration defined by your administrator. If your administrator has configured the header widgets, the widgets are displayed on the horizontal header. For more information on widgets, see Manage Widgets.

The Navigation bar is displayed at the left side of the Agent Desktop interface.

Note	The availability of icons on the Navigation bar depends on how your administrator has configured the desktop layout.

The following icons are available to access the main features:

• Home (): Displays the agent dashboard where you can access your completed or assigned contacts that require your attention. You can perform actions such as communicating with customers across various channels, and viewing customer information. The icon displays a badge indicating the number of requests that you have not accepted across various channels. For example, .

• Agent Performance Statistics (): Displays the Agent Performance Statistics widget which details the historical and real-time statistics of an agent. If your profile is configured for statistics reporting, the Agent Performance Statistics icon is displayed in the Navigation bar. For information about the statistics reports, see Agent Performance Statistics Reports.

• Reload (): If you are accessing the Agent Desktop in an iFrame, click Reload to refresh the Agent Desktop web page. An iFrame is an HTML element that lets you nest one web page in another web page.

  Note	The Reload icon is displayed only when you access the Agent Desktop in an iFrame.

• Feedback (): Displays the Feedback page in the new browser tab. You can share feedback about your desktop experience.

• Help (): Displays the help topics in a new browser tab.

Note

Based on the Desktop Layout configuration, the custom icons (for example, the Customer Experience Analytics icon) are displayed in the Navigation bar above the Help icon. When the Agent Desktop is accessed for the first time or the cache cleared, the custom title, the custom logo, and the custom icons load onto the Navigation bar a few seconds later. The custom icons or custom widgets are loaded based on the cache first, and then based on the server synchronization. If the Desktop Layout configuration is updated by your administrator, you must clear the cache and reload the Agent Desktop to view the latest custom icons or custom widgets. Trying to reload without clearing the cache may cause screen flickers and may also lead to unexpected behavior.

The Task List pane is displayed at the top-left corner of the Agent Desktop interface.

When a request is routed to your queue and you are available, a new request appears in your Task List pane. You must accept the request to start communicating with the customer. By default, the Task List pane is expanded. If the Task List pane is collapsed, you can see a popover at the bottom-right corner of the desktop to accept the request. For more information, see Popover.

If you have multiple requests, the latest request is displayed at the top of the Task List pane, and the order is calls, chats, social messaging conversations, and emails.

The request displays the following details:

• Calls: Displays a label and icon indicating the call type, phone number of the customer, DNIS (Dialed Number Identification Service), name of the queue that routed the call to you, and a timer indicating the time elapsed since you received the call. The status of the incoming call is displayed as Ringing.

  The following table lists the call types, icons, and the corresponding labels:

  Call Type	Label	Icon
  Incoming Voice Call	Incoming Call
  Callback	Callback
  Outbound Preview Campaign Call	Campaign Call
  Outdial Call	Outdial Call

• Chats: Displays the (Chat) icon, the name of the customer or unique id, the email address, the queue that routed the chat to you, and a timer indicating how long the chat has been awaiting your acceptance.

• Social Messaging Conversations: The following details are displayed:

  • Facebook Messenger: The request displays the (Messenger) icon, the queue that routed the chat request to you, unique id of the Facebook business page, and a timer indicating the time that has elapsed since you received the chat request.

    Note	The customer name is displayed in the desktop only if the customer's profile information on Facebook Messenger is set as public.

  • SMS: The request displays the (SMS) icon, the phone number of the customer, the queue that routed the SMS chat request to you, the source number (DN) and a timer indicating the time that has elapsed since you received the chat request.

• Emails: Displays the (Email) icon, the name of the customer, the queue that routed the email to you, the email ID of the customer, and a timer indicating the time that has elapsed since you received the email request.

Note

When you place the pointer on the request in the Task List pane, the (expand) icon is displayed. Click to view the request details. You are alerted with a sound notification when you receive a chat, a social messaging conversation, or an email request. A badge in each chat and social messaging conversation task displays the number of unread messages.

After you have accepted the request, the timer displays the time that has elapsed since you accepted the request. For more information, see State and Connected Timers.

Note

If you cannot accept the request within the specified time displayed in the timer, the action button on the popover flashes for a few seconds and your state changes to RONA (Redirection on No Answer). For more information on RONA, see Agent Availability States. Consider that you sign out when the Task List pane is collapsed. If you sign in to the Agent Desktop without clearing the cache, the Task List pane retains your earlier selection, which is the collapsed state.

The Agent Interaction History pane is displayed at the bottom-left corner of the Agent Desktop interface. You can view your previous communications with a customer across all channels (voice, email, chat, and social) in this pane. The pane displays details for the last 24 hours.

To view your previous communications based on specific channels for the past 24 hours, select one of the following tabs:

• All—Displays details of your previous communications across all channels along with the total connected time, and the timestamp of when you accepted the request. This is the default selection.

• Calls—Displays details of your voice calls along with the customer's phone number, wrap up reason, the total connected time, and the timestamp of when you accepted the request.

  You can make an outdial call by clicking on a phone number in the Agent Interaction History pane. You can also edit the phone number before making the outdial call. For more information, see Make an Outdial Call from Agent Interaction History.

• Chats—Displays details of your chats along with the customer name, wrap up reason, the total connected time, and the timestamp of when you accepted the request.

• Social Messaging Conversations—Displays details of your Facebook Messenger, SMS (Short Message Service), and WhatsApp chats along with the customer name (Facebook Messenger and WhatsApp), customer's phone number (SMS), wrap up reason, the total connected time, and the timestamp of when you accepted the request.

• Emails—Displays details of your emails along with the customer's email address, wrap up reason, the total connected time, and the timestamp of when you accepted the request.

Note

The Agent Interaction History pane fetches the details of all completed interactions along with the respective wrap up reason. If an interaction is not wrapped up, the wrap up reason appears as N/A. Note that the wrap up reason may not be displayed on the Agent Interaction History pane for up to 6 seconds after you complete the interaction; until then, it is displayed as N/A. For more information, see Apply a Wrap-Up Reason. The Agent Interaction History pane supports a maximum of 13 characters for a wrap up reason. If the number of characters exceeds this limit, an ellipsis icon appears. If you hover the mouse pointer over the ellipsis icon, the tooltip displays the complete wrap up reason. You can resize or collapse the Agent Interaction History pane. To resize, hover the mouse pointer over the Agent Interaction History pane border. When the mouse pointer changes to (sizing handle), click and drag the to resize the Agent Interaction History pane vertically. The resized Agent Interaction History pane is retained until you sign out, close the browser, or clear the browser cache. To collapse, hover the mouse pointer either over the Task List pane or the Agent Interaction History pane. The (collapse) icon is displayed. Click to close the pane.

The Interaction Control pane is displayed at the top center of the Agent Desktop interface.

The Interaction Control pane includes the following details:

• Customer information with all Call-Associated Data (CAD) variables for inbound and outbound voice calls. In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear on the Interaction Control pane. A maximum of 30 variables are displayed on the Interaction Control pane.

• Connected timer which includes the duration of your contact with the customer until you end the communication.

• Along with the connected timer, the Interaction Control pane displays another timer based on the state set by the system and how you proceed with your communication. For example, when you place a call on hold, the timer shows the hold time next to the Consult on Hold state.

• The control buttons used to perform tasks based on the configuration of your profile. For example, while on an active call, to record you can use Start Recording control button.

When you accept a voice call (inbound or outbound), by default, the Interaction Control pane is expanded, and remains persistent even when you switch between options in the Navigation bar.

When you accept an email, chat or social messaging conversation request, by default the Interaction Control pane is collapsed. Use the (expand) icon to expand the Interaction Control pane to view the customer information.

Note	To copy the customer information, hover the mouse pointer over it and then click .

For more information on the connected timer, see State and Connected Timers. For updating the CAD variables, see Edit Call-Associated Data Variables.

The Workspace pane is displayed at the center of the Agent Desktop interface only when you accept an email, chat or social messaging conversation request.

Note	When you accept a voice call (inbound or outbound), the center pane displays the Auxiliary Information pane.

The center pane displays details based on your selection of the contact card in the Task List pane. For example, when you select an active email contact, the center pane displays details of the received email.

The center pane can also display information based on your selection in the Navigation bar. For example, when you select Agent Performance Statistics (if your profile is configured), then the center pane displays your reports.

Note	When you hover the mouse pointer either on the Task List pane or the Agent Interaction History pane, the (collapse) icon is displayed. Click to close the pane, and to increase your work space area.

The display position of the Auxiliary Information pane on your Agent Desktop interface depends on the type of the active request.

When you accept an email, chat, or social messaging conversation request, the Auxiliary Information pane is displayed at the right side of the desktop, and the Workspace pane is displayed at the center of the desktop. When you accept a voice call (inbound or outdial) the Auxiliary Information pane is displayed at the center of your desktop.

Widgets are displayed within the tabs in the Auxiliary Information pane on your desktop. Each tab in the pane can have one or more widgets based on the default desktop layout settings configured by your administrator. For more information, see Manage Widgets.

The details of the tabs in the Auxiliary Information pane are:

• Contact History (default): Displays the history of communications with the customer during the last 60 days. Contact History displays a maximum of 300 records. When you are on a digital channel conversation (email, chat, or social messaging) with the customer, the Contact History tab displays the prior contacts by the customer using the same channel. When you are on a voice call, the Contact History tab displays the history of only voice calls.

  When you accept a contact, the Contact History tab displays the customer details in chronological order. The customer history details include the name of the customer, wrap up reason, queue name, connected time, and end time. You can also view the previous emails from the customer by clicking the View email message link.

  Note	The Contact History tab fetches the details of all completed interactions along with the respective wrap up reason. If an interaction is not wrapped up, the wrap up reason appears as N/A. For more information, see Apply a Wrap-Up Reason.

• Screen Pop: Displays the screen pop tab based on the default desktop layout settings.

• Custom widgets: Displays custom tabbed widgets based on your default desktop layout or organizational settings. For more information, see Manage Widgets.

You can hover the mouse pointer over a tab header to see the complete tab name.

You can do the following:

• Click to maximize a selected tab in the Auxiliary Information pane.

• Drag and drop to reorder tabs within the Auxiliary Information pane. This is applicable for:

  • Tabs that are displayed in the Auxiliary Information pane.

  • Tabs that are grouped under the More Tabs drop-down list in the Auxiliary Information pane. Click the More Tabs drop-down list and then select the required tab.

The order of the tabs is retained even after you navigate away from the Auxiliary Information pane, reload your browser, clear your browser cache, or sign out and sign in again to the Agent Desktop.

To reset the tab order to the default order, click the (More Actions) icon > Reset Tab Order.

Toaster is a native browser notification that appears only if the desktop's browser tab is in the background. Browser toaster notifications are displayed if the Agent Desktop is not the active browser window or tab. The Agent Desktop browser window or tab is inactive when,

• You are working on other browser windows or tabs.

• You are working on other applications.

• You have minimized the Agent Desktop browser window.

If the Agent Desktop is not the active browser window or tab, you are alerted with a sound notification on the browser taskbar based on your browser settings. You must click on the toaster notification to make your Agent Desktop window or tab active. The following are the browser toaster notification behaviour and restrictions:

• Display of browser toaster notification is based on your operating system and browser settings.

• You must enable browser toaster notification permissions for the operating system and the browser.

• You must allow the browser permissions when prompted.

• Positioning of the browser toaster notification pop-ups depends on the operating system.

• Browser toaster notifications cannot be stacked. A new notification replaces the existing notification pop-up.

For more information on supported browsers, see Browser Requirements.

Note

Toaster notifications are applicable for calls, chats, emails, and social messaging conversations. Toaster notifications include the alert message, phone number, name or email address of the customer. For example, Incoming email from johndoe@gmail.com. Your administrator configures the time interval for the toaster notifications to close automatically. The timeout value is honored in the Chrome browser across Windows OS, Chrome OS, and macOS. However, the other supported browsers do not honor the configured notification timeout value consistently.

Desktop or application level notifications are displayed at the top-right corner of the Desktop. The following are the desktop notification behavior and restrictions:

• Desktop notifications can be stacked.

• Desktop notifications can be automatically dismissed or closed.

• Desktop notifications in the Desktop are displayed based on the Notification Settings. For more information, see Enable or Disable Notification Settings.

Your administrator configures the following:

• The number of desktop notifications to be displayed at a time.

• The time interval for the desktop notifications to close automatically. The configured timeout for notifications is applicable for supported browsers in Windows OS and Chrome OS. In macOS, the supported browsers automatically close the notifications.

Desktop notifications are applicable for calls, chats, emails, and social messaging conversations. The notification includes the name of the customer, the phone number, chat message, or information on the request. The following are examples:

Note	In the Task List pane, a badge in each chat and social messaging conversation task displays the number of unread messages. You are alerted with a sound notification when you receive a chat, a social messaging conversation, or an email request.

The following are the agent states displayed on the Agent Desktop that applies to all channels (voice call, outdial, outbound, and digital channels):

• Available

• Idle

• RONA

The following is the agent label:

• Engaged

Available

The Available state indicates that you are ready to accept and respond to contact requests that are routed to you. After you sign in, you must select Available from the drop-down list to accept voice call, chat, email, and social messaging conversation requests. The Available state is preceded by a green () icon.

Note

Any communication such as voice call, chat, email, social messaging conversation, or campaign is routed to you only when your state is set to Available. For more information, see Change the Availability State. If you reload the Desktop when you are in the Available state, the default Idle state is initially displayed, then the state changes to Available and the timer restarts from 00:00. The delay is subject to network connectivity.

Idle

The Idle state indicates that you are signed in but not ready to accept any routed requests. When you sign in to the desktop, your state is set to the default idle reason configured by your administrator.

Your administrator configures more idle state reasons that are appropriate for your enterprise. If you must go offline for a meeting, training, or lunch break, change your state to an idle reason by selecting an option from the drop-down list. The administrator-defined idle state reasons are preceded by a gray () icon.

In addition, you can select an idle state reason while you are interacting with a customer; for example, during a chat session with the customer or when responding to an email message. For more information on which idle state reason to use, contact your supervisor.

Note	If you are in the Available or Idle state without any ongoing conversations, your supervisor can sign you out of the Desktop. You must sign in again to access the Desktop. For more information, see Sign In to the Agent Desktop.

RONA

The RONA (Redirection on No Answer) state indicates that you have not accepted a voice call, chat, email, or social messaging conversation request within the specified time. The voice call, chat, email, or social messaging conversation request is returned to the queue. The system changes your state from Available to RONA. The RONA state is preceded by a red () icon.

Your administrator configures the time available to accept an incoming request from any channel. If the configured maximum time is more than eight seconds, the action button in the popover flashes five seconds before your state changes to RONA.

If you cannot accept the request within the specified time displayed in the timer, the action button on the popover flashes for a few seconds and your state changes to RONA (Redirection on No Answer). The request is returned to the queue.

The system cannot deliver any new contact requests to you under the following conditions:

• The request is not answered during the Available state.

• The Dial Number or Extension provided is incorrect.

When your state changes to RONA, a popover appears with the following options:

• Go To Idle: When you click Go To Idle, your state changes from RONA to the default idle reason configured by your administrator.

• Go To Available: When you click Go To Available, your state changes from RONA to Available. The Available state indicates that you are ready to accept and respond to contact requests that are routed to you.

When an incoming call request is not delivered to you due to a failure of network, phone, or other devices, your state is set to RONA. You can click Go To Idle displayed on the popover and contact your administrator to investigate the situation.

Note

You cannot change your state to RONA manually. To accept a voice call, chat, email, or social messaging conversation request, you must change your state from RONA to Available manually. If the Desktop application is not the active browser window or tab, you are alerted with a toaster notification when your state changes to RONA. For more information, see Toaster Notification—Browser.

Engaged

The Engaged label indicates that you are busy and connected with a customer. When you have accepted the contact request, the Available state () changes to the Engaged label ().

During your interaction with the customer, if you choose to change to any idle state, the icon of the Engaged label changes from (Engaged in the Available state) to (Engaged in the Idle state).

The connected timer is displayed in the Interaction Control pane and not in the Availability State field. When the interaction ends, the state and the timer are displayed. For more information, see State and Connected Timers.

When you are engaged in the Available state (), you can continue to receive active requests on other channels, depending on the channel capacity.

Voice call states are initiated by the system. The call state changes depending on your action on the call, and whether you are communicating with a customer or another agent. For example, when you place the customer call on hold, the Interaction Control pane displays the state as Call on Hold.

Connected timer: When you accept a call, chat, email, or social messaging conversation request, the timer appears next to the request in the Task List pane. The timer displays the time that has elapsed since you accepted the request. The connected timer is updated every second and the format is mm:ss. If you are connected for more than one hour, the format changes to hh:mm:ss (for example, 01:10:25). The connected timer is also displayed in the Interaction Control pane.

When you are communicating with the caller (customer) or another agent, based on your action, the following voice call states are set by the system:

• Ringing—Indicates that the incoming call popover is being displayed at the bottom right corner of the desktop. If you are unable to answer the call within the time configured by your administrator, the call is returned to the queue. The system changes your state from Available to RONA.

• Call on Hold—Indicates that you have placed the customer on hold.

• Consult Requested—Indicates that you have initiated a consult call.

• Consulting—Indicates that you are consulting with another agent.

• Consult on Hold—Indicates that you have placed the agent with whom you are consulting on hold.

• Conference icon with <phone number or name of the agent>—Indicates a three-way communication between you, the customer and another agent.

• Wrap Up—Indicates that you have ended your voice call with the customer.

The chat and email request states are initiated by the system and change as you proceed with your communication.

Email State

• Wrap Up—Indicates that you have ended your email communication with the customer.

Chat and Social Channel States

The following are the chat and social channel request states:

• Conference Requested—Indicates that you have initiated a conference chat.

• Conference—Indicates a three-way communication between you, the customer and another agent.

• Wrap Up—Indicates that you have ended your chat, or social messaging conversation with the customer.

Agent Desktop also supports the JAWS screen reading software for the elements listed below.

For more information on the supported JAWS version, see the Voluntary Product Accessibility Templates (VPAT) report for Cisco Webex Contact Center.