Call distribution groups widen the agent pool inside one queue while overflow re-queues the contact into a different queue with its own settings, so only overflow changes which queue's thresholds and reports apply.
inferred · 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
- Status
- inferred
- Checked
- 2026-10-01
Sources
- Understand Routing and Queueing in Webex Contact Center — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Call Distribution Groups; Queue Contact Activity, Re-queue
Cite this note
APA
WarmTransfer. (2026, October 1). Setting up queue overflow and distribution groups in Webex Contact Center: source note wxcc-queue-overflow-setup-inf-cdg-vs-second-queue. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-queue-overflow-setup-inf-cdg-vs-second-queue
BibTeX
@misc{warmtransfer-claim-wxcc-queue-overflow-setup-inf-cdg-vs-second-queue,
title = {Setting up queue overflow and distribution groups in Webex Contact Center: source note wxcc-queue-overflow-setup-inf-cdg-vs-second-queue},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-queue-overflow-setup-inf-cdg-vs-second-queue},
note = {Source note wxcc-queue-overflow-setup-inf-cdg-vs-second-queue, checked 2026-10-01}
}