Create queues and configure routing patterns

Publisher

Cisco

URL

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

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 skill-based queue's Skill assignment type is either Assign skills to queues, which sets fixed requirements on the queue, or Assign skills in flows, which sets requirements each time the queue is used in a flow. in context
• For a queue using Assign skills in flows, the Call distribution section combines teams into groups, each with an Add group after delay in seconds before the next group is added. in context
• Cisco states that the skill-based routing choice made while creating a queue cannot be changed once the queue is created. in context
• With Assign skills to the queue, each skill requirement is built from Skill type, Skill name, Condition and Skill value, and Add skill requirement adds further rows. in context
• A skill-based queue's Routing pattern is Longest available, choosing the matching agent available longest, or Best available, choosing the matching agent with the highest proficiency. in context
• A queue is made skill-based by turning on the Use skills-based routing for this queue switch in the queue's Contact routing settings section. in context
• The Transfer to the same agent toggle on the Queues list page lets contacts route back to the agent who transferred them, and applies to all queues of the tenant. 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-e

BibTeX

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