Manage teams in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center

Published

2025-08-20

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

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

Claims citing this source

• When an agent is added to a team, the agent is assigned that team's skill profile, unless a direct skill-profile has been configured for the agent individually (which takes precedence). fact in context
• A capacity-based team is configured with a Dial Number (DN), to which calls are distributed, and a Capacity value that specifies how many concurrent calls (agents) can be handled at that DN; neither field applies to agent-based teams. fact in context
• A team's parent site is chosen when the team is created and cannot be edited afterwards, so a team cannot be moved between sites. fact in context
• When creating a team, the administrator chooses a Team Type of either Capacity Based (no specific number of agents assigned; used for voice mailboxes / unmanaged agent groups) or Agent Based (a specific number of named agents assigned). fact in context
• Teams and desktop layouts are linked bidirectionally, so a change to either is reflected in both and an audit log can show desktop layout changes when only team settings were edited. fact in context

Cite this source record

APA

WarmTransfer. (2025, August 20). Manage teams in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-mqf72s-wxcc-manage-teams

BibTeX

@misc{warmtransfer-cisco-help-mqf72s-wxcc-manage-teams,
  title  = {Manage teams in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-mqf72s-wxcc-manage-teams},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}