In the recovery queue the contact goes to the longest available agent, and the recovery queue does not support skills-based routing.
Checked 2026-10-01
The recovery queue doesn't support Skills-based Routing.
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-01
- Checked
- 2026-10-01
Sources
- Build and manage flows with Flow Designer — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Queue To Agent activity > Recovery Queue
Cite this note
APA
WarmTransfer. (2026, October 1). Setting up last agent and preferred agent routing in Webex Contact Center: source note wxcc-preferred-agent-routing-setup-recovery-laa-no-skills. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-preferred-agent-routing-setup-recovery-laa-no-skills
BibTeX
@misc{warmtransfer-claim-wxcc-preferred-agent-routing-setup-recovery-laa-no-skills,
title = {Setting up last agent and preferred agent routing in Webex Contact Center: source note wxcc-preferred-agent-routing-setup-recovery-laa-no-skills},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-preferred-agent-routing-setup-recovery-laa-no-skills},
note = {Source note wxcc-preferred-agent-routing-setup-recovery-laa-no-skills, checked 2026-10-01}
}