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

Source notes citing this source

• In current Webex Contact Center queue configuration, Service Level Threshold is the time in seconds a request can wait in queue before the system flags it as outside the service level. in context
• Service Level Threshold cannot be configured for social-channel queues in Webex Contact Center. in context
• In Webex Contact Center the service level threshold is a per-queue advanced setting giving the time a request can wait in queue before being flagged outside service level, and it cannot be set for social channels. in context
• Teams are attached to a Webex Contact Center queue through call distribution groups, each with a priority and a time delay before the next group is added. in context
• A Webex Contact Center queue is a waiting area where incoming or outgoing interactions are temporarily stored and managed until they can be distributed to agents. in context
• A Webex Contact Center queue is created for a specific channel type such as telephony, chat, email or social, rather than being channel-agnostic. in context
• A queue's Maximum time in queue setting is the time after which a contact of any media type is terminated. in context
• Teams are added to a queue in call distribution groups. The 'Add group after' field sets how long a contact waits before the queue moves on to the next group when no agents are available. in context
• Contacts are terminated once they reach the queue's 'Maximum time in queue' setting. in context
• Inbound telephony queues require at least one call distribution group. in context
• A telephony queue needs at least one call distribution group, built by choosing one or more teams in the Group dialog. in context
• Each additional call distribution group has a time in seconds after which the queue moves on to that group when agents in the earlier group are not available. in context
• A queue must be in an inactive state before it can be deleted. in context
• Maximum time in queue is the time after which the queued contact, of any media type, is terminated. in context
• Queues are created in Control Hub under Services > Contact Center > Customer Experience > Queues by clicking Create queue. in context
• A queue requires a name of up to 80 characters, a contact direction (Inbound or Outdial), a channel type, a service level threshold and a maximum time in queue. in context
• Queue routing patterns include Longest Available (agent available longest), Best Available (highest proficiency in the required skill) and Circular, the default for non-skill-based queues with agent assignment. in context
• For a skill-based queue, skill requirements are either assigned to the queue once, so only agents meeting them can take its contacts, or assigned in flows, so each flow that uses the queue sets its own requirements. in context
• A queue's 'Allow pause/resume for calls' switch controls whether agents can pause and resume call recording for that queue. in context
• Each Webex Contact Center queue has an 'Allow recording' switch that controls whether the system can record calls for that queue. in context
• The queue 'Recording pause' setting gives the time in seconds after which a paused recording resumes automatically. in context
• An agent-based-assignment queue supports a maximum of 1000 directly assigned agents. 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. 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. in context
• A queue name cannot exceed 80 characters and may contain only alphanumeric characters, underscores and hyphens. 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. 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. disputed 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}
}