The preferred-agent use case is a customer assigning contacts to dedicated agents or relationship executives, with Agent-based Routing sending those contacts straight to that agent.
Checked 2026-10-01
- 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
- Understand Routing and Queueing in Webex Contact Center — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Agent Based Routing > Preferred agent routing
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-use-case-preferred. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-preferred-agent-routing-setup-use-case-preferred
BibTeX
@misc{warmtransfer-claim-wxcc-preferred-agent-routing-setup-use-case-preferred,
title = {Setting up last agent and preferred agent routing in Webex Contact Center: source note wxcc-preferred-agent-routing-setup-use-case-preferred},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-preferred-agent-routing-setup-use-case-preferred},
note = {Source note wxcc-preferred-agent-routing-setup-use-case-preferred, checked 2026-10-01}
}