Understand Routing and Queueing in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center

Published

2026-07-07

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

• Cisco's explanation of routing and queueing in Webex Contact Center does not mention business hours. fact in context
• An agent who belongs to multiple teams is only counted as part of the Call Distribution Group tied to the team they actively chose at Agent Desktop sign-in, not any other team they are configured into. fact in context
• Best Available routing scores each eligible agent by summing the proficiency skill values that matched the contact's skill requirements, and routes to the agent with the highest score; ties are broken by longest-available agent. fact in context
• For Best Available scoring, when a skill requirement uses a less-than-or-equal-to condition, the agent's proficiency value is inverted for scoring using the formula effective_skill_value = 10 minus actual_skill_value, so that a lower raw skill value produces a stronger match score. fact in context
• In non-skill-based queues with team assignment, teams are combined into Call Distribution Groups (CDGs), each representing a level of agents that becomes eligible over configured time intervals. fact in context
• If no agent is available in the current Call Distribution Group, a contact is parked for a preconfigured duration before the group expands to include the next set of teams, and this repeats until an agent is found or all groups are exhausted. fact in context
• Enabling "Check Agent Availability" in the Queue Contact flow activity causes the contact to instantly expand to the next Call Distribution Group if no matching agent is found in the current group, bypassing the configured wait delay. fact in context
• The Top-Down routing pattern always restarts scanning from the beginning of the configured ordered agent list for every new contact, matching to the first available agent found, unlike Circular which resumes from where it left off. fact in context
• Contact priority ranges from 1 (highest) to 10 (lowest); contacts queued without an explicit priority default to 10 (lowest). fact in context
• Contact Surplus Scenario is when the number of incoming contacts exceeds available agents, and the strategy for handling overflow uses Queue Ranking, Contact Priority, and Longest Waiting Contact, in that order, to pick which parked contact an agent who just became available receives next. fact in context
• Dynamic Skills are assigned directly to individual agents and are not assignable through Skill Profiles. fact in context
• An agent can have at most 1 voice channel provisioned, but can have up to 5 channels of each other media type (chat, email, social) via Multimedia Profile configuration. fact in context
• Only proficiency-type skills are used in the Best Available score calculation; boolean, text, and enum skills in the requirement are used to filter eligibility but do not contribute to the score. fact in context
• A contact processed by the Queue Contact flow activity is limited to a maximum of 25 entry point and queue transitions. fact in context
• Queue ranking does not apply to capacity-based teams. fact in context
• Queue ranking applies only within the same media type — a voice queue ranked lower than a chat queue can still be routed to an agent's voice channel ahead of the chat queue if the agent only became available on voice. fact in context
• Queue ranking can be applied to a maximum of 50 queues across all media types, with rank values from 1 (highest) to 50; multiple queues can share the same rank; unranked queues rank lower than any ranked queue. fact in context
• 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. fact in context
• Updating an agent's skill profile to satisfy a queue's skill criteria (called "reskilling") automatically and dynamically adds that agent to the queue's associated agent pool, with no manual re-assignment needed. fact in context
• Skill-based queues support exactly 2 agent-selection routing algorithms, configured with the exact UI abbreviations LAA (Longest Available Agent / "Longest available") and BAA (Best Available Agent / "Best available"). fact in context
• Skill-based queues can be configured 2 ways: skill criteria assigned directly to the queue, or skill requirements assigned in the flow (which is a variant of team-assignment queues). fact in context
• WarmTransfer infers that skill-criteria queues are easier to operate at scale than agent-assignment queues, because reskilling updates queue membership automatically while an agent-assignment queue requires an administrator to maintain an ordered list of up to 1000 named agents by hand. inference in context
• In skill-based queues with skill criteria assigned to the queue, any agent who entirely satisfies the queue's skill criteria (via their direct skill profile) becomes implicitly associated with the queue, and team membership plays no role. fact in context
• Skill relaxation lets a contact's skill requirements be automatically overwritten with a relaxed (typically broader) set of requirements at configured time intervals while the contact waits parked in queue, so that more agents can match. fact in context
• The Skill Requirements, Skill Relaxations, and Check Agent Availability capabilities in the Queue Contact flow activity are only available for queues that use team assignment (not for skill-criteria-on-queue or agent-assignment queues). fact in context
• The blind transfer activity is not supported when the flow is executed for a consult, and it is terminal: the flow ends once the transfer executes. fact in context
• The bridged transfer activity dequeues a contact implicitly while transferring it to a third-party system, and the contact can be re-queued into the original queue if that system does not handle it. fact in context
• Re-queueing a contact requires the flow to attach a second queue activity; it removes the contact from the current queue and adds it to a new one. fact in context
• Routing allows a contact 25 entry point and queue transitions and 20 successful routing attempts, and queue ranking may be set on at most 50 queues. fact in context

Cite this source record

APA

WarmTransfer. (2026, July 7). Understand Routing and Queueing in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-np2fdx-wxcc-routing-queueing

BibTeX

@misc{warmtransfer-cisco-help-np2fdx-wxcc-routing-queueing,
  title  = {Understand Routing and Queueing in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-np2fdx-wxcc-routing-queueing},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}