Create queues and configure routing patterns

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns

Published

2026-04-14

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

• An agent-based-assignment queue supports a maximum of 1000 directly assigned agents. fact in context
• A queue is created as either an inbound queue or an outdial queue, and the choice changes which options the contact routing settings section offers, so the two directions are not the same object configured differently. fact in context
• Five entities must exist before a queue can be created and Cisco gives them in order: sites, teams, user profiles, multimedia profiles and skill definitions. fact in context
• A queue name cannot exceed 80 characters and may contain only alphanumeric characters, underscores and hyphens. fact in context
• Cisco's stated reason for returning a contact to the transferring agent is to stop contacts getting stuck when no other agents are available, which makes it a small-team setting rather than a routing preference. fact in context
• A tenant-level toggle called Transfer to the same agent routes a contact back to the agent who transferred it, and the setting applies to every queue in the tenant rather than to one queue. fact in context

Cite this source record

APA

WarmTransfer. (2026, April 14). Create queues and configure routing patterns. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-ubg5qd-wxcc-create-queues

BibTeX

@misc{warmtransfer-cisco-help-ubg5qd-wxcc-create-queues,
  title  = {Create queues and configure routing patterns},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ubg5qd-wxcc-create-queues},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}