Create and manage queues

Publisher

Cisco Webex

URL

https://help.webex.com/en-us/article/ubg5qd/Create-and-manage-queues

Published

2026-04-14

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• A queue's advanced settings include switches for Service monitoring and Allow recording, plus pause and resume recording settings. in context
• An agent-based queue sends contacts to the next available agent in a preconfigured order, with Circular as its default pattern. in context
• The queue setup page states a maximum of 1000 agents can be added to an agent-based queue. disputed in context
• A queue's channel type is one of Chat, Email, Social channel or Telephony. in context
• A queue must be in the inactive state before it can be deleted. in context
• A queue has a Manual-assigned contacts by agents switch that lets agents self-assign contacts. in context
• A queue's maximum time in queue is the time after which the contact, of any media type, is terminated. in context
• A queue name cannot exceed 80 characters. in context
• Queues are created in Control Hub under Services > Contact Center > Customer experience > Queues by clicking Create queue. in context
• A skill-based queue offers two skill assignment types, assign skills to the queue or assign skills in flows, and the choice cannot be changed after the queue is created. in context
• A skill-based queue routes either to the Longest available agent or to the Best available agent, the one with the highest proficiency in the required skill. in context
• A queue's service level threshold is the time a customer request can wait in the queue before the system flags it as outside the service level. in context
• A team-based queue uses Longest available as its default pattern and organises teams into distribution groups with priorities, using an Add group after value in seconds to move to the next group. in context
• An inbound queue is where a customer contact waits before being assigned to an agent, while an outdial queue is a holding place for outbound customer contacts. in context
• When Outdial queue is selected as the contact direction, the channel type field is disabled, with telephony used for outdial queues. in context
• An outdial queue is created in Control Hub under Services > Contact Center > Customer Experience > Queues by selecting Outdial queue in the Contact direction field. in context
• Before creating a queue, sites, teams, user profiles, multimedia profiles and skill definitions must be configured. in context
• An outdial queue is a holding place for outbound customer contacts that need to be assigned to an agent or dial number for an outbound interaction. in context

Cite this source record

APA

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

BibTeX

@misc{warmtransfer-cisco-help-ubg5qd-wxcc-create-queues-d,
  title  = {Create and manage queues},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-ubg5qd-wxcc-create-queues-d},
  note   = {Cisco Webex, accessed 2026-09-30}
}