# Setting up skills-based routing in Webex Contact Center Systems: Webex Contact Center For Webex Contact Center administrators and flow developers configuring skills-based routing in Control Hub and Flow Designer. Canonical: https://warmtransfer.net/guides/wxcc-skills-based-routing-setup Last verified: 2026-09-30 Skills-based routing directs customer interactions in Webex Contact Center to agents whose defined skills match contact requirements[^23]. Cisco positions skill-based queues for environments where static skill assignments and queue-to-agent relationships provide operational control[^54]. ## Before you start System limits allow 1000 active skills, 9000 skill profiles, 50 skills per profile, 50 skill requirements per queue, and 10 skill requirements per contact[^22]. - A tenant supports up to 500 skill-based routing queues[^55]. - Verify that agents have the required user access profiles and contact center functionality enabled[^56][^57]. - Note that a skill's name and type cannot be modified after the skill is created[^47]. - Note that after creating a skill, only its Description and Service level threshold fields can be edited[^46]. ## What changes by situation - Where do skill requirements live, and should they relax while a contact waits? Fixed on the queue: every contact receives the same criteria without relaxation; Assigned in the flow per contact without relaxation; Assigned in the flow per contact with timed relaxation steps. - What type of skill are you configuring? Boolean (True or False); Proficiency (level from 0 to 10); Text (free-form value); Enum (predefined list of values). - When multiple eligible agents qualify, how should the queue select the recipient? Longest available agent; Best available agent based on proficiency score. - Should returning contacts attempt delivery to the last agent who handled them? No, evaluate skills only; Yes, route to the previous agent first and fall back if unavailable. ## Step 1: Inventory routing skills against limits ### Do Document each required agent attribute, matching it to one of the 4 skill types: Boolean, Enum, Proficiency, or Text[^18]. Ensure the planned routing design requires no more than 10 skill requirements per contact and no more than 50 skill requirements per queue[^22]. ### Verify Suggested check: Verify the inventory table against the planned skill definitions and agent profile assignments. ### Rollback Suggested rollback: Discard the uncommitted inventory list. ## Step 2: Create the skill definitions **Boolean (True or False)** ### Do In Control Hub, create the skill definition and set the Type field to Boolean[^18]. Assign values of True or False to denote whether an agent possesses the skill[^8]. Note that toggling This is a dynamic skill cannot be undone, and dynamic skills do not support service level thresholds[^13]. ### Verify Confirm that the new Boolean skill displays in the active state[^45]. ### Rollback Change the skill status to inactive, then delete the skill definition[^45]. **Proficiency (level from 0 to 10)** ### Do In Control Hub, create the skill definition and set the Type field to Proficiency[^18]. Define agent expertise on an integer scale from 0 to 10[^24]. Note that toggling This is a dynamic skill cannot be undone, and dynamic skills do not support service level thresholds[^13]. ### Verify Confirm that the new Proficiency skill displays in the active state[^45]. ### Rollback Change the skill status to inactive, then delete the skill definition[^45]. **Text (free-form value)** ### Do In Control Hub, create the skill definition and set the Type field to Text to represent a free-form value[^18]. Note that toggling This is a dynamic skill cannot be undone, and dynamic skills do not support service level thresholds[^13]. ### Verify Confirm that the new Text skill displays in the active state[^45]. ### Rollback Change the skill status to inactive, then delete the skill definition[^45]. **Enum (predefined list of values)** ### Do In Control Hub, create the skill definition and set the Type field to Enum[^18]. Add the complete list of accepted values during creation, as values cannot be edited later through the basic skill settings[^46]. Note that toggling This is a dynamic skill cannot be undone, and dynamic skills do not support service level thresholds[^13]. ### Verify Confirm that the Enum skill displays in the active state and reflects all entered enumerated values[^45]. ### Rollback Change the skill status to inactive, then delete the skill definition[^45]. ## Step 3: Build skill profiles ### Do In Control Hub, navigate to Services > Contact Center > User Management > Skill Profile and select Create Skill Profile[^48]. Enter a profile name, select the applicable active skills, and assign a specific value to each skill[^48]. Ensure no profile exceeds 50 assigned skills[^22]. ### Verify Confirm that the skill profile appears on the Skill Profile page with all configured skills and assigned values[^48]. ### Rollback Select the profile on the Skill Profile page and delete it[^48]. ## Step 4: Assign skill profiles to agents ### Do Assign the skill profile directly to an individual agent or to an agent-based team[^25]. To assign an individual profile, go to User management > Contact center users, open the user's settings, and choose the profile in the Skill profile drop-down[^53]. A profile assigned directly to an individual user overrides any skill profile configured on the agent's team[^1]. When an agent is added to a team, the agent receives that team's skill profile[^50]. At run time, an agent's active skills are determined by the team chosen when signing in to Agent Desktop[^49]. ### Verify In Analyzer, open the Agent Details report and check the Skill Profile and Skills fields[^2]. If skills were modified while the agent was logged out, verify that the Login/Skill-Update Time field records the next sign-in timestamp[^2]. ### Rollback Reset the user's Skill profile drop-down setting to None or its prior profile, or clear the team-level skill profile assignment[^53][^58]. ## Step 5: Configure the skill-based queue **Fixed on the queue: every contact receives the same criteria without relaxation** ### Do In Control Hub, navigate to Services > Contact Center > Customer experience > Queues and select Create queue[^59]. Under Contact routing settings, turn on Use skills-based routing for this queue[^44]. Set Skill assignment type to Assign skills to the queue[^3]. Under Skill requirements, click Add skill requirement and define each row using Skill type, Skill name, Condition, and Skill value[^39]. No call distribution groups are configured: agents in the organization whose direct skill profile satisfies all criteria automatically join the queue[^37]. Note that the skill assignment type cannot be changed after the queue is created[^60]. ### Verify Verify that the queue configuration displays the defined skill requirement rows and contains no call distribution group section[^37]. Ensure that agents must satisfy every requirement row to be eligible[^15]. ### Rollback Delete the skill requirement rows, or set the queue to inactive and delete the queue[^61]. **Assigned in the flow per contact without relaxation** ### Do In Control Hub, navigate to Services > Contact Center > Customer experience > Queues and select Create queue[^59]. Under Contact routing settings, turn on Use skills-based routing for this queue[^44]. Set Skill assignment type to Assign skills in flows[^3]. In the Call distribution section, organize teams into groups and define an Add group after delay in seconds for sequential group expansion[^17]. Note that the skill assignment type cannot be changed after the queue is created[^60]. ### Verify Verify that the queue shows the configured call distribution groups with their respective delays and contains no fixed skill requirement rows[^17]. ### Rollback Set the queue to inactive and delete the queue[^61]. **Assigned in the flow per contact with timed relaxation steps** ### Do In Control Hub, navigate to Services > Contact Center > Customer experience > Queues and select Create queue[^59]. Under Contact routing settings, turn on Use skills-based routing for this queue[^44]. Set Skill assignment type to Assign skills in flows[^3]. In the Call distribution section, configure team groups and their Add group after delays in seconds[^17]. Note that call distribution group expansion can occur concurrently with flow-side skill relaxation cycles[^42]. Note that the skill assignment type cannot be changed after the queue is created[^60]. ### Verify Verify that the queue lists its call distribution groups and delay timers correctly[^17]. ### Rollback Set the queue to inactive and delete the queue[^61]. ## Step 6: Select the routing pattern **Longest available agent** ### Do In the queue's Contact routing settings, set Routing pattern to Longest available[^43]. The queue selects the eligible agent whose skills satisfy all requirements and who has been available longest since handling their last contact[^23]. ### Verify Suggested check: Place a test contact when multiple qualified agents are Available; verify delivery to the agent who has been idle the longest. ### Rollback Edit the queue settings and switch the Routing pattern to Best available[^43]. **Best available agent based on proficiency score** ### Do In the queue's Contact routing settings, set Routing pattern to Best available[^43]. Agent matching computes a score equal to the sum of the agent's proficiency skill values matching the requirements[^5]. Only proficiency skills count toward this score; Boolean, Text, and Enum skills are not scored[^4]. If eligible agents tie on score, the agent available longest receives the contact[^6]. ### Verify Suggested check: Queue a test interaction when two agents with different proficiency levels are Available; verify that the agent with the higher matching proficiency score receives the contact. ### Rollback Edit the queue settings and switch the Routing pattern to Longest available[^43]. ## Step 7: Queue the contact in Flow Designer **Fixed on the queue: every contact receives the same criteria without relaxation** ### Do In Flow Designer, place a Queue Contact activity on the flow canvas[^62]. Point the activity to the skill-based queue using Static Queue or Variable Queue[^63][^64]. Do not define skill requirements in the activity, as contacts queued to a queue with fixed criteria assume those criteria and cannot override them[^36]. Validate and publish the flow[^65]. ### Verify Confirm that on successful queuing, the activity sets the QueueId output variable[^27]. In failure paths, verify that FailureCode and FailureDescription capture any routing errors[^27]. ### Rollback Disconnect or remove the Queue Contact activity and republish the flow[^62][^65]. **Assigned in the flow per contact without relaxation** ### Do In Flow Designer, place a Queue Contact activity and select the target queue to display sections for skill requirements and skill relaxation[^30]. Add requirements by selecting Skill, Condition, and Value[^26]. For condition, select IS, IS NOT, >=, or <=; Boolean and Enum skills do not require a condition[^26]. Select either Static Skill Value or Variable Skill Value to pull values dynamically from flow variables[^31]. Validate and publish the flow[^65]. ### Verify Confirm that at least one skill requirement is defined; if left empty, all available agents in the queue become eligible[^30]. Confirm that QueueId outputs the target queue ID upon execution[^27]. ### Rollback Remove the skill requirement rows from the activity and republish the flow[^30][^65]. **Assigned in the flow per contact with timed relaxation steps** ### Do In Flow Designer, place a Queue Contact activity and select the target queue[^30]. Add initial skill requirements specifying Skill, Condition, and Value (Static Skill Value or Variable Skill Value)[^26][^31]. Turn on Enable Skill Relaxation, which duplicates the initial criteria[^28]. In the After waiting in the queue for field, set the delay in seconds[^28]. Modify the duplicated requirements to broaden eligibility, and use Add Skill Relaxation Step to configure additional steps[^29]. Note that each relaxation step overwrites the previous requirements rather than adding to them[^41]. WarmTransfer's reading of the sources is that skill relaxation is not supported for queues where criteria are assigned directly on the queue[^38]. Validate and publish the flow[^65]. ### Verify Suggested check: Queue a contact when no strict-match agent is available; confirm that relaxed-match agents are not alerted until the After waiting in the queue for duration expires. Verify that QueueId outputs upon queuing[^27]. ### Rollback Turn off Enable Skill Relaxation, clear added relaxation steps, and republish the flow[^29][^65]. ## Step 8: Configure skill weighting **Longest available agent** ### Do Under Longest Available routing, proficiency skills and dynamic skills do not use weights for agent selection[^7]. ### Verify Suggested check: Verify that no weight values are applied to requirements in the flow or queue. ### Rollback Suggested rollback: No configuration change to revert. **Best available agent based on proficiency score** ### Do In the Queue Contact activity's skill requirements, configure the Weight field for Proficiency skills[^32]. Enter an integer from 1 through 1000[^32]. Weights apply only to Proficiency skills and proficiency dynamic skills to influence agent scoring[^32][^7]. Validate and publish the flow[^65]. ### Verify Suggested check: Queue an interaction between two eligible agents possessing different proficiency scores across weighted skills; verify that agent selection matches the weighted preference. ### Rollback Clear the Weight fields in the Queue Contact activity and republish the flow[^32][^65]. ## Step 9: Configure return to previous agent **No, evaluate skills only** ### Do The tenant-wide Transfer to the same agent toggle on the Queues list page lets contacts route back to the agent who transferred them across all tenant queues[^52]. ### Verify Suggested check: Verify that incoming calls route strictly based on the configured skill-based queue criteria. ### Rollback Suggested rollback: No configuration change to revert. **Yes, route to the previous agent first and fall back if unavailable** ### Do Before the Queue Contact activity, insert a Queue To Agent activity[^33][^20]. Set Agent Lookup Type to Email or agent ID read from a flow variable[^33]. Select a Reporting Queue[^33]. Configure the Park Contact if Agent is unavailable setting if contacts should wait for that specific agent, and assign a Recovery Queue to handle failed delivery[^34]. Note that the recovery queue routes to the longest available agent without skill evaluation[^40]. Validate and publish the flow[^65]. ### Verify Suggested check: Place a test call matching an available previous agent's identifier and verify direct delivery; simulate agent unavailability to confirm routing to the recovery destination. ### Rollback Remove the Queue To Agent activity from the flow path, reconnect the entry point directly to Queue Contact, and republish the flow[^65]. ## Step 10: Validate routing outcomes in session records ### Do Inspect the contact session record fields for routing details[^11][^9][^10]: - skillsAssignedIn: shows queue, flow, or null[^9]. - requiredSkills: lists the requirements evaluated for the contact[^11]. - matchedSkills: records the specific agent skills that matched the criteria[^11]. - matchedSkillsProfile: provides the matched agent's skill profile name[^11]. - lastAgent and lastQueue: provides agent identifiers (id, name, signInId) and queue identifiers (id, name, duration)[^10]. In Supervisor Desktop, open the interactions details view to inspect queue and agent routing metadata; note that the agent name appears masked unless the Mid-Call Monitor check box is enabled[^19]. ### Verify Verify that matchedSkills completely satisfies requiredSkills for the interaction[^15][^11]. Verify that skillsAssignedIn accurately reflects whether skills were defined on the queue or in the flow[^9]. ### Rollback Suggested rollback: Diagnostic step; no configuration to reverse. ## Applicability Applies to: Cisco Webex Contact Center, Cisco Webex Contact Center Analyzer, and Cisco Webex Contact Center Search API. Deployments: multi-tenant. Sources checked 2026-09-30. Since June 25 2026, dynamic skills can be assigned directly to agents outside skill profiles, with weighted requirements applied at the queue or contact type level[^14]. ## What remains uncertain The exact formula used by Cisco to calculate weighted proficiency scores under Best Available routing is not covered by the sources below. The step-level configuration procedure for dynamic skills and Weighted Agent Insights routing outside of skill profiles is not covered by the sources below. How Flow Designer constructs the data lookup to populate the previous agent's ID or email variable before Queue To Agent is not covered by the sources below. Whether skill profile modifications applied to an agent currently logged in take effect immediately or require a sign-out and sign-in cycle is not covered by the sources below. ## Sources [^1]: A skill profile set on an individual contact center user overrides any team-level skill profile associated with that agent. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-Contact-Center-Users), Contact center user settings; Skill profile field. Checked 2026-09-30. [^2]: Analyzer's Agent Details report has a Login/Skill-Update Time field showing the next login date and time for an agent whose skill profile or skills were updated while logged out, and Skill Profile and Skills fields for the agent. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Agent Details report; Login/Skill-Update Time, Skill Profile and Skills fields. Checked 2026-09-30. [^3]: A skill-based queue's Skill assignment type is either Assign skills to queues, which sets fixed requirements on the queue, or Assign skills in flows, which sets requirements each time the queue is used in a flow. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Configure skill-based routing; Skill assignment type field. Checked 2026-09-30. [^4]: Only proficiency skills count toward the Best Available score; Boolean, Text and Enum skills in the requirements are not scored. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Routing Patterns; Skill Based; Best Available. Checked 2026-09-30. [^5]: Under Best Available, an agent's score is the sum of that agent's skill values that match the contact skill requirements or queue skill criteria. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Routing Patterns; Skill Based; Best Available. Checked 2026-09-30. [^6]: When several eligible agents have the same Best Available score, the longest available agent among them is selected. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Routing Patterns; Skill Based; Best Available. Checked 2026-09-30. [^7]: For Best Available routing, proficiency skills and proficiency dynamic skills can carry weights that influence the score used for agent selection. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Routing Patterns; Skill Based; Best Available. Checked 2026-09-30. [^8]: A Boolean skill takes the value True or False and indicates whether the agent has the skill or not. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; Type field; Boolean. Checked 2026-09-30. [^9]: The contact session record field skillsAssignedIn records where skills were assigned to the task, with values queue, flow or null. Source: [DataDictionary/CSR.md](https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/DataDictionary/CSR.md), CSR.md; field skillsAssignedIn. Checked 2026-09-30. [^10]: The contact session record identifies the handling agent through lastAgent fields such as id, name and signInId, and the queue through lastQueue fields including id, name and duration. Source: [DataDictionary/CSR.md](https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/DataDictionary/CSR.md), CSR.md; lastAgent.* and lastQueue.* fields. Checked 2026-09-30. [^11]: The contact session record exposes requiredSkills, matchedSkills (the agent's skills that matched the requirements) and matchedSkillsProfile (the agent's skill profile name). Source: [DataDictionary/CSR.md](https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/DataDictionary/CSR.md), CSR.md; fields requiredSkills, matchedSkills, matchedSkillsProfile. Checked 2026-09-30. [^12]: The skill definitions article states a maximum of 150 dynamic skills per agent and 50 agents per dynamic skill assignment. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; dynamic skill notes. Checked 2026-09-30. [^13]: A skill marked with the This is a dynamic skill toggle cannot be turned back into a standard skill, and service level threshold is not available for dynamic skills. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; This is a dynamic skill toggle. Checked 2026-09-30. [^14]: Since June 25 2026, dynamic skills can be assigned directly to agents outside skill profiles, with weighted requirements applied at the queue or contact type level. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/article/a1gx3h/What-s-New-in-Cisco-Webex-Contact-Center), June 25, 2026 entry; Weighted Agent Insights routing. Checked 2026-09-30. [^15]: Only agents who entirely satisfy the skill criteria are eligible; if none is available the contact stays parked in queue until one becomes available before the park timeout. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill criteria assigned to queue; Routing Concepts. Checked 2026-09-30. [^16]: An Enum skill is a named set of predefined values such as Sales, Service and Billing, and the skill definitions article limits each value to 20 characters including spaces (disputed). Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; Type field; Enum. Checked 2026-09-30. [^17]: For a queue using Assign skills in flows, the Call distribution section combines teams into groups, each with an Add group after delay in seconds before the next group is added. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Configure skill-based routing; Assign skills in flows; Call distribution. Checked 2026-09-30. [^18]: Webex Contact Center skill definitions have one of four types: Boolean, Enum, Proficiency or Text. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; Type field. Checked 2026-09-30. [^19]: The Supervisor Desktop interactions details view shows the queue name and the handling agent, but the agent name appears masked unless the Mid-Call Monitor check box is enabled. Source: [Interactions details view (Supervisor Desktop)](https://help.webex.com/en-us/article/iba8xp), metadata section; agent name note. Checked 2026-09-30. [^20]: Agent-based Routing can route a customer who calls back repeatedly to the last agent who handled that contact. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Agent Based Routing. Checked 2026-09-30. [^21]: The Webex Contact Center system limits table lists a Skills text length of 50 and a Skills enum length of 50 (disputed). Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7), Table 1. Maximum system limits for configuration entities and attributes; rows Skills / Text length and Skills / Enum length. Checked 2026-09-30. [^22]: System limits allow 1000 active skills, 9000 skill profiles, 50 skills per skill profile, 50 skill requirements per queue and 10 skill requirements per contact. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7), Table 1 rows Skills / Active, Skill profiles, Skill profiles / Skills, Queues / Skill requirements; Table 3 row Maximum skill requirements for a contact. Checked 2026-09-30. [^23]: Longest Available routes the contact to the agent whose skills satisfy the contact's requirements and who has been available longest since handling their last contact. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Routing Patterns; Skill Based; Longest Available. Checked 2026-09-30. [^24]: A Proficiency skill value ranges from 0 to 10 and represents the agent's level of expertise in the skill. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; Type field; Proficiency. Checked 2026-09-30. [^25]: A skill profile is assigned either to an agent-based team or to an individual agent. Source: [Manage skill profile in Webex Contact Center](https://help.webex.com/en-us/article/arzaac/Manage-skill-profiles), introduction. Checked 2026-09-30. [^26]: Queue Contact skill requirement conditions depend on skill type: Boolean and Enum skills need no condition, and the available conditions are IS, IS NOT, >= and <=. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; Skill Requirements; Condition. Checked 2026-09-30. [^27]: Queue Contact sets QueueId when the contact is queued, and FailureCode and FailureDescription only when the activity fails. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; output variables. Checked 2026-09-30. [^28]: Queue Contact relaxation is configured by turning on Enable Skill Relaxation, which copies the initial requirements, and setting After waiting in the queue for in seconds before the relaxed requirements apply. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; Skill Relaxation. Checked 2026-09-30. [^29]: Add Skill Relaxation Step adds further relaxation groups, and relaxation requirements can be added, edited or deleted. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; Skill Relaxation. Checked 2026-09-30. [^30]: In the Queue Contact activity, selecting a queue that uses skill-based routing displays sections for skill requirements and skill relaxation, and if no skills are specified all available agents in the queue are eligible. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; Skill Requirements. Checked 2026-09-30. [^31]: A Queue Contact skill requirement value is either a Static Skill Value or a Variable Skill Value taken from a flow variable. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; Skill Requirements; Value. Checked 2026-09-30. [^32]: A Queue Contact skill requirement weight must be an integer from 1 through 1000 and can be set only on a Proficiency-type skill. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact; Skill Requirements; Weight. Checked 2026-09-30. [^33]: The Queue To Agent activity takes the preferred agent from a flow variable, looked up by the agent's Email or agent ID, and reports the contact against a chosen Reporting Queue. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue To Agent; Agent Lookup Type and Reporting Queue. Checked 2026-09-30. [^34]: Queue To Agent can park the contact until the preferred agent is available, and moves it to the Recovery Queue if delivery to the preferred agent fails. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue To Agent; Park Contact if Agent is unavailable and Recovery Queue. Checked 2026-09-30. [^35]: Cisco states that the skill-based routing choice made while creating a queue cannot be changed once the queue is created. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Configure skill-based routing; note 'Once you create the queue, you can't change this.'. Checked 2026-09-30. [^36]: Every contact queued into a queue with skill criteria assigned to the queue assumes that criteria, and individual contacts cannot define or override their own skill requirements. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill criteria assigned to queue. Checked 2026-09-30. [^37]: A queue with skill criteria assigned to the queue has no call distribution group; every agent in the organization whose direct skill profile has all the required skills implicitly becomes part of it. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill criteria assigned to queue. Checked 2026-09-30. [^38]: Skill relaxation is not available for queues whose skill criteria are assigned to the queue; relaxation is configured per contact in the flow (inferred). Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill criteria assigned to queue; Skill requirements assigned in flow. Checked 2026-09-30. [^39]: With Assign skills to the queue, each skill requirement is built from Skill type, Skill name, Condition and Skill value, and Add skill requirement adds further rows. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Configure skill-based routing; Assign skills to queues steps. Checked 2026-09-30. [^40]: In the Queue To Agent recovery queue the contact is routed to the longest available agent without any support for skills. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Queueing Activities; Queue To Agent. Checked 2026-09-30. [^41]: In queues whose requirements come from the flow, contacts can specify skill relaxations at configured time intervals that overwrite the contact's original skill requirements. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill requirements assigned in flow. Checked 2026-09-30. [^42]: Call distribution group expansion can happen at the same time as skill relaxation cycles, both aimed at matching a parked contact to an eligible agent sooner. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill requirements assigned in flow. Checked 2026-09-30. [^43]: A skill-based queue's Routing pattern is Longest available, choosing the matching agent available longest, or Best available, choosing the matching agent with the highest proficiency. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Configure skill-based routing; Routing pattern field. Checked 2026-09-30. [^44]: A queue is made skill-based by turning on the Use skills-based routing for this queue switch in the queue's Contact routing settings section. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Configure skill-based routing. Checked 2026-09-30. [^45]: New skills are created in the active state, and a skill can only be deleted after it has been inactivated. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; status and delete notes. Checked 2026-09-30. [^46]: After creation, only a skill's Description and Service level threshold can be edited. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; editing note. Checked 2026-09-30. [^47]: A skill's name and its type cannot be changed after the skill is created. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; Name and Type fields. Checked 2026-09-30. [^48]: A skill profile is created in Control Hub under Services, Contact Center, User Management, Skill Profile, Create Skill Profile, by naming it and selecting active skills with a value for each. Source: [Manage skill profile in Webex Contact Center](https://help.webex.com/en-us/article/arzaac/Manage-skill-profiles), Create a skill profile; steps 1 to 7. Checked 2026-09-30. [^49]: Agents acquire skills through a skill profile assigned directly to them, and their skills are determined based on the team they select during sign-in. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill-based queues. Checked 2026-09-30. [^50]: When an agent is added to a team, the agent is assigned the team's skill profile. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Create a team; Skill profile. Checked 2026-09-30. [^51]: A Text skill is a free-form text value that an agent must match, and the skill definitions article limits it to 40 characters (disputed). Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions), Manage a skill; Type field; Text. Checked 2026-09-30. [^52]: The Transfer to the same agent toggle on the Queues list page lets contacts route back to the agent who transferred them, and applies to all queues of the tenant. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues-in-Webex-Contact-Center), Queues list page; Transfer to the same agent. Checked 2026-09-30. [^53]: An agent's own skill profile is chosen from a drop-down in the contact center user's settings, reached under User management, Contact center users. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-Contact-Center-Users), Contact center user settings; Skill profile field. Checked 2026-09-30. [^54]: Cisco positions skill-based queues for cases where static assignment of skills and management of queue-to-agent association is feasible and desirable for operational control. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Skill-based routing section. Checked 2026-09-30. [^55]: The limits are 500 skill-based routing type queues and 10500 team-based routing type queues. Source: [Webex Contact Center system limits](https://help.webex.com/en-us/article/n7s6ed7/Webex-Contact-Center-system-limits), Table 1, Queues rows. Checked 2026-09-30. [^56]: The contact center user setting Contact center enabled controls whether the user can access Agent Desktop and handle customer requests. Source: [Manage Contact Center Users](https://help.webex.com/en-us/article/nzk6tpp/Manage-Contact-Center-Users), General settings, Contact center enabled. Checked 2026-09-30. [^57]: Webex Contact Center has five predefined user profiles: Licensed Administrator, Unlicensed Administrator, Supervisor, Premium Agent and Standard Agent. Source: [Manage access in Webex Contact Center](https://help.webex.com/en-us/article/n524f2m/Manage-user-profiles-of-contact-center-users-in-Webex-Contact-Center), Predefined user profiles table. Checked 2026-09-30. [^58]: When skill profiles are enabled at team level, an agent added to a team is assigned the team's skill profile. Source: [Manage teams](https://help.webex.com/en-us/article/mqf72s/Manage-teams), Create a team, Skill profile. Checked 2026-09-30. [^59]: Queues are created in Control Hub under Services > Contact Center > Customer experience > Queues by clicking Create queue. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Create a queue procedure, steps 1 to 3. Checked 2026-09-30. [^60]: A skill-based queue offers two skill assignment types, assign skills to the queue or assign skills in flows, and the choice cannot be changed after the queue is created. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Contact routing settings, skill-based, skill assignment type. Checked 2026-09-30. [^61]: A queue must be in the inactive state before it can be deleted. Source: [Create and manage queues](https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues), Delete a queue. Checked 2026-09-30. [^62]: The Queue Contact activity places a contact in a queue chosen either statically or from a flow variable that yields a valid queue ID. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity. Checked 2026-09-30. [^63]: In the Queue Contact activity, Static Queue routes every contact to the single queue chosen in the Queue drop-down list. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Static Queue. Checked 2026-09-30. [^64]: In the Queue Contact activity, Variable Queue selects the queue from a String flow variable, and a Fallback Queue receives the contact if the variable returns an invalid queue ID. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Queue Contact activity, Variable Queue and Fallback Queue. Checked 2026-09-30. [^65]: A flow must be validated and its errors fixed before it can be published. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Publish a flow. Checked 2026-09-30.