Supervise and manage Contact Center queues

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/b1qhidb/Supervise-and-manage-Contact-Center-queues

Published

2026-03-26

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Depending on user-profile privileges, the Queues page offers View for queue-level detail and Manage agents to add or remove agents on agent-based queues only. in context
• Queue statistics are reached from Monitor > Queues, which lists real-time metrics per queue such as waiting contacts, average wait and handle times, available and idle agents, RONA and abandoned interactions, with configurable columns. in context
• A supervisor sees only the queues assigned to the teams they manage, and a queue appears only while it has at least one active contact, dropping off after midnight tenant time once its contacts are completed. in context
• A supervisor can assign or unassign agents to a queue from the queue's ellipsis menu in the Actions column of Supervisor Desktop. in context
• Supervisor Desktop's Queue KPI card shows Waiting in queue (contacts currently waiting) and the longest-waiting contacts for each queue. in context
• A supervisor whose Analyzer report runs in Browser time zone, comparing it with Supervisor Desktop day totals (always tenant midnight), is comparing different day boundaries and should expect the counts to differ. inferred in context
• The Supervisor Desktop queue statistics table defines Abandoned as interactions that overflowed or transferred after being handled today, which conflicts with the KPI card definition of abandoned as terminated in queue before connecting to an agent. disputed in context
• In Supervisor Desktop queue statistics, Avg. wait time includes ringing time. in context
• Supervisor Dashboard queue KPIs are calculated for the current day from 00:00 in the tenant time zone and reset daily at midnight tenant time. in context
• In Supervisor Desktop queue statistics, Total presented interactions counts contacts that entered the queue today, including waiting, handled, dropped, abandoned and RONA, calculated since midnight. in context
• Supervisor queue assignment management works only for agent-based queues, not for team-based or skill-based queues. in context
• For a supervisor to assign or remove agents from queues, Manage agent queue assignments must be enabled on the Supervisor user profile in Control Hub, and it only covers teams and queues the supervisor already has access to. in context
• The maximum number of agents assignable to an agent-based queue is 1000. in context
• A supervisor's queue actions are gated by a named option, Manage agent queue assignments, enabled on the supervisor user profile in Control Hub. in context
• The manage agents control exists only for agent-based queues and not for team-based or skill-based queues, whatever the permission says. in context
• Enabling the manage agent queue assignments option does not let a supervisor manage assignments for all agents or all queues; they may manage only the teams and queues they are already assigned to. in context
• Transferred interactions is defined in one table of the queue supervision article as contacts transferred from a primary to a secondary agent or an external number, and in another as interactions sent to overflow or transferred after being handled. disputed in context

Cite this source record

APA

WarmTransfer. (2026, March 26). Supervise and manage Contact Center queues. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-b1qhidb-wxcc-supervise-manage-queues

BibTeX

@misc{warmtransfer-cisco-help-b1qhidb-wxcc-supervise-manage-queues,
  title  = {Supervise and manage Contact Center queues},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-b1qhidb-wxcc-supervise-manage-queues},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}