Hello Webex Community,
I am facing an issue with the Whisper Coach feature in Webex Contact Center. When a supervisor monitors an agent’s call from the Agent Desktop (Supervisor Mode), the Coach button is missing. Here’s what I have checked so far:
- The supervisor has the correct Call Monitoring & Coaching permissions enabled in Control Hub.
- The agent has Call Monitoring & Coaching enabled in their profile settings.
- The monitoring session and barge-in works, but the Coach button never appears.
- Tested on Google Chrome (Incognito Mode) and Microsoft Edge.
- The agent is handling external inbound/outbound calls (not internal or consult calls).
- Checked Webex CC Service Health in Control Hub (no reported issues).
Despite these checks, the Coach button is still missing. Has anyone else experienced this issue? Is there anything else I should verify?
