Claim record · Webex Contact Center queues teams and routing strategies
On the legacy admin guide, because Webex Contact Center disconnects from a call once it transfers to a capacity-based team's Dial Number, it cannot track the contact afterward, detect RONA or call failures, record the call, or report Connect Time / Handled Time for that call (these show as 0 in reports).
fact · verified 2026-09-04
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- Contact routing
- Deployment
- cloud
- Region
- not restricted
- Release range
- Management Portal era documentation from February 2021
- Status
- fact
- Confidence
- 0.60
- Verified
- 2026-09-04
Sources
- Cisco Webex Contact Center Setup and Administration Guide - Contact Routing — Cisco Systems, Inc. · tier 2 current vendor documentation · About Team Types > Limitations of Capacity Based Teams
Cite this claim
APA
WarmTransfer. (2026, September 4). Webex Contact Center queues teams and routing strategies: claim wxcc-rt-capacity-based-teams-lose-call-tracking. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-rt-capacity-based-teams-lose-call-tracking
BibTeX
@misc{warmtransfer-claim-wxcc-rt-capacity-based-teams-lose-call-tracking,
title = {Webex Contact Center queues teams and routing strategies: claim wxcc-rt-capacity-based-teams-lose-call-tracking},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-rt-capacity-based-teams-lose-call-tracking},
note = {Claim wxcc-rt-capacity-based-teams-lose-call-tracking, verified 2026-09-04}
}