Control Hub: License Management
Control Hub: Licensing Overview
Objective:
This training is designed to guide administrators through managing and assigning licenses to users in the Webex Contact Center (WxCC) via Webex Control Hub.
Module 1: Accessing Webex Control Hub Users
Step 1: Log in to Webex Control Hub. (https://admin.webex.com/)
Log in from the Control Hub landing page.
Enter email credentials (if SSO is enabled, you will be prompted for those credentials as well)
Step 2: Navigate to the Management section in the left-hand menu.
On the left-hand side of the page, find and click on the Users section.
Module 2: Managing User Licenses
Step 1: Select a User to manage.
Search by name or email address.
Click on the user you wish to manage from the list of users.
Once selected, you will see the user’s profile, including all settings and licenses assigned.
Step 2: Locate License Information.
In the Summary page, scroll down to find the Licenses section.
Below the licenses, you will also find the Administrator Roles section (if applicable).
Administrators need to be assigned a Control Hub Administrator Role before they can be WxCC Administrators.
An Organization Admin or a Contact center service admin are the two roles available for WxCC Admins.
Step 3: Edit User Licenses.
Click on Edit Licenses to manage the licenses assigned to the user.
In the Edit Services window, follow the prompts to add the license.
Click on Edit Licenses in the window
Select the service to assign
If assigning an agent license, check Licensed Agent.
Assign the appropriate user license, Standard Agent or Premium Agent
Click Save and Close.
When completed, note the license assignment on the user will be visible in Licenses.
An Administrator license uses a Premium license.
Step 4: Review License Overview.
A summary of the user’s currently assigned licenses will appear.
To adjust licenses, click the Edit button in the lower-right corner.
Module 3: License Categories and Assignments
Within the license editing section, you can assign or unassign the following types of licenses:
Messaging License:
Grants access to messaging capabilities within the Webex app.
Meetings License:
Allows the user to host Webex meetings.
Webex Calling License:
A license is required to enable calling functionality.
The Webex Calling Professional option must be checked for the user to make and receive calls via Webex Calling.
Contact Center Licenses:
Standard Agent:
Assigned to standard agents who do not require premium functionalities.Premium Agent:
Typically assigned to users managing digital channels (e.g., SMS).Premium Agent - Supervisor Role:
Assigning this role enables the user to act as a supervisor. They can manage agent settings, access call flows, recordings, and more.Administrator:
This role allows the user to manage settings related to the contact center but does not grant Control Hub admin access.
If a Control Hub administrator role has already been selected, the option for Administrator will be checked and greyed out.
Module 4: Assigning Administrator Roles
Step 1: Navigate to Administrator Roles.
In the Administrator Roles section, you can assign or modify administrative privileges.
Step 2: Assign Full Admin Access.
To grant full administrative access to Control Hub and WxCC, check the Full Admin box in the administrator role settings.
To grant limited Control Hub administrative access and only WxCC admin access, check the box for Contact Center Service Admin.
Step 3: Review Administrator Permissions.
If the user is given a Contact Center license and already has administrative access in Control Hub, the Administrator role for the Contact Center will automatically be enabled.
Module 5: Finalizing License Changes
After editing the licenses and administrator roles:
Ensure all desired changes are saved by clicking Save.
Review the updated licenses and roles to confirm the changes.
Module 6: Bulk License Management Using the User Table
Step 1: Access the User Table
Navigate to Webex Control Hub and select the Users section on the left-hand side of the screen.
You will now see the User Table, which displays a list of all users in your organization, along with their current licenses and roles.
Click the download button at the top-right of the User Table.
Step 2: Select Multiple Users for Bulk Management via CSV
In the downloaded User Table CSV, scroll right and identify the appropriate subscription associated with the licenses you wish to modify.
The license types are
Webex Contact Center Premium [SubXXXXXXX]
Webex Contact Center Standard [SubXXXXXXX]
You can update multiple users in bulk by updating to “TRUE” to add the license, or “FALSE” to remove the license.
Step 3: Bulk License Assignment
Once the desired users are updated on the spreadsheet, save the sheet with the changes.
In the Users table in Control Hub, click the drop down arrow next to Add Users.
Select the Manage users by CSV option.
Browse to or drag and drop the saved spreadsheet with the license changes.
To review additional information on how to edit the CSV file, click How to edit the CSV file.
After adding the CSV file, identify the Import Behavior:
Add services only - If you are only changing “TRUE” options for users
Add and remove services - If you are changing both “TRUE” and “FALSE” options for users
Select Upload to upload the CSV file.
Step 4: Bulk Administrator Role Assignment
The Administrator Roles cannot be managed in bulk through the User Table. If your bulk changes include adding or modifying Supervisor or Administrator roles, you will need to manually update these for each user individually (refer back to Module 4).
Once the licenses are applied in bulk, go back and follow the steps in Module 4 to assign Supervisor or Administrator roles to individual users as needed.
Reminder: Supervisor and Admin Role Manual Updates
While bulk license management is a convenient way to handle multiple users at once, it’s important to remember that Supervisor and Administrator roles cannot be applied in bulk. You will need to manually assign these roles per user by following the steps outlined in Module 4.
After completing bulk license assignments, revisit individual users who require Supervisor or Administrator roles.
Use the instructions from the Administrator Roles section to ensure that these critical roles are correctly assigned.
Conclusion
You have now completed the process of managing and assigning licenses to users within Webex Contact Center via the Webex Control Hub. Be sure to review license assignments regularly to ensure users have the correct permissions and access levels for their roles.