Source record · tier 2 current vendor documentation

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

Source notes citing this source

A Unified CCX team maps onto a Webex Contact Center team, but the target object also carries a mandatory site and optional skill, multimedia and desktop associations that the source object does not have. inferred in context
A Webex Contact Center team is a group of agents associated to a specific site, and the site chosen at team creation cannot be changed afterwards. in context
A team is created under Services > Contact Center > User Management > Teams > Create new team, and its general settings include a required parent site. in context
A team is either Agent Based, to which named agents are added, or Capacity Based, which needs a dial number and capacity and has no named agents. in context
Capacity-based teams have no assigned agents. They send calls to a dial number and are meant for voice mailboxes or agent groups that Webex Contact Center does not manage, so Contact Center desktop agents do not receive them. in context
A multimedia profile set on a team overrides the site-level multimedia profile. in context
Teams and desktop layouts are linked bi-directionally, so a change made from either side is reflected in both and can appear in the other's audit log entries. in context
An agent-based team has a Desktop layout drop-down in its Agent settings; the field does not apply to capacity-based teams. in context
For agent-based teams, the team create or edit page has a Desktop Layout drop-down for selecting the team's layout. in context
Teams on an unmodified layout get new layout-based features automatically when users sign in or reload the browser. in context
When editing an agent-based team, the administrator can optionally select a desktop layout from the team's Desktop layout drop-down. in context
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). 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. 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. 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). 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. in context
When an agent is added to a team, the agent is assigned the team's skill profile. in context
Teams are created in Control Hub under Services > Contact Center > User Management > Teams > Create new team. in context
A Webex Contact Center team is associated with one parent site, and the parent site cannot be changed after the team is created. in context
A team can only be deleted while it is inactive. in context
A multimedia profile assigned to a team overrides the multimedia profile assigned to its site. in context
A team's Parent Site is chosen at creation under User Management > Teams and cannot be edited later. in context
A team is either Agent Based or Capacity Based, and a capacity-based team cannot be converted to agent-based after creation. in context
A capacity-based team has no specific agents assigned and distributes calls to a configured dial number; Cisco describes it as intended for voice mailboxes or agent groups that Webex Contact Center does not manage. in context
A user missing from a team's agent drop-down most likely lacks a Contact Center licence, has not been synchronised after licensing, or is not configured as a contact center user. inferred in context
When adding agents to a team, the drop-down offers only agents that the organisation's administrator has configured for the enterprise. in context
A Webex Contact Center team can be deleted only when it is in an inactive state. in context
A Webex Contact Center team is associated with a single parent site, and the site cannot be edited after the team is created. 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}
}