Source note · Webex Contact Center queues teams and routing strategies
When a Queue To Agent activity's preferred agent declines, doesn't answer, or fails to receive the contact, the contact is moved to the configured Recovery Queue where it is routed to the longest available agent, with no skill-based matching applied there.
Checked 2026-09-04
- Vendor
- Cisco
- Product
- Webex Contact Center
- Subsystem
- Contact routing
- Deployment
- cloud
- Region
- not restricted
- Release range
- current as of 2026-09-04
- Checked
- 2026-09-04
Sources
- Understand Routing and Queueing in Webex Contact Center — Cisco Systems, Inc. (Webex Help Center) · tier 2 current vendor documentation · Queueing Activities > Queue To Agent
Cite this note
APA
WarmTransfer. (2026, September 4). Webex Contact Center queues teams and routing strategies: source note wxcc-rt-queue-to-agent-recovery-queue-ignores-skills. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-rt-queue-to-agent-recovery-queue-ignores-skills
BibTeX
@misc{warmtransfer-claim-wxcc-rt-queue-to-agent-recovery-queue-ignores-skills,
title = {Webex Contact Center queues teams and routing strategies: source note wxcc-rt-queue-to-agent-recovery-queue-ignores-skills},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-rt-queue-to-agent-recovery-queue-ignores-skills},
note = {Source note wxcc-rt-queue-to-agent-recovery-queue-ignores-skills, checked 2026-09-04}
}