Webex Contact Center

Agent Desktop Overview

Extend Webex Contact Center Agent Desktop with custom widgets and the Desktop SDK. Use these guides and references to build widgets, manage interactions, and migrate Finesse gadgets.

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Desktop combines the flexibility of a cloud service with Cisco security and global scalability. Automating routine tasks helps agents focus on serving customers.

Desktop provides customer interactions—voice, chat, email, and social channels, including Facebook Messenger and SMS—within one unified experience. Custom widgets integrate CRM and other business applications into that experience and reduce application switching.

Technical Overview

The following diagram shows the relationships between Desktop micro front ends and services.

Diagram of Desktop architecture

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Build Custom Widgets — choose a widget type, define its properties, and test it inside Desktop.
Get Started with the Desktop SDK — install the packages and initialize the SDK.
Desktop SDK Reference — find a module, method, property, or event.

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Guide	What it covers
Build Custom Widgets	Web Components, iframe widgets, lifecycle updates, inactivity tracking, Momentum UI, and theming.
Widget Data and Desktop Layout	STORE fields, layout bindings, and dynamic widget titles.
Popovers	Anchored panels, composition, positioning, dismissal, and sandbox availability.

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Javascript SDK

The Desktop SDK supports widgets embedded within Desktop. It does not create a separate Desktop. Start with SDK installation and initialization, or use the complete SDK reference index.

Reference	What it covers
Agent State and Availability	Agent information, auxiliary codes, media availability, and granular channel state changes.
Tasks and Call Control	Tasks, accept/end/wrap-up, hold, recording, and WebRTC call controls.
Consultation and Conferences	Consultations, conferences, and participant management.
Transfer Contacts	Queue, blind, and consult transfers.
Contact Events and Subscriptions	Event subscriptions, payloads, widget mounting, and listener cleanup.
Outbound Calls and Scheduled Callbacks	Outbound calls, address books, ANI, CAD updates, and scheduled callbacks.
Notifications and Screen Pops	Silent, auto-dismiss, and acknowledge notifications, plus screen-pop events.
Keyboard Shortcuts	Shortcut registration, modifiers, conflicts, and listeners.
Localization	Localization bundles and lit-element integration.
Logging and Diagnostics	Widget loggers, log downloads, and cleanup.
Supervisor Call Monitoring	Supervisor monitoring controls, barge-in, and success/failure events.

anchorAsynchronous Events

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Use Contact Events and Subscriptions to react to interaction changes. For granular availability, use the channel state event documented in Agent State and Availability.

anchorFinesse Gadget Migration

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Migrate Finesse Gadgets covers embedded applications and JavaScript gadgets, including layout configuration and a Web Component example.