Source note · Omnichannel routing and channel capacity
When a Webex Contact Center agent becomes available on a channel while contacts are waiting, the contact selected for that agent is of the same media type as the channel on which the agent became available.
Checked 2026-09-30
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Understand Routing and Queueing in Webex Contact Center — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · passage on contact surplus routing
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-wxcc-surplus-media. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-wxcc-surplus-media
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-wxcc-surplus-media,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-wxcc-surplus-media},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-wxcc-surplus-media},
note = {Source note omnichannel-routing-concepts-wxcc-surplus-media, checked 2026-09-30}
}