Create queues and configure routing patterns

Publisher

Cisco (Webex Help Center)

URL

https://help.webex.com/en-us/article/ubg5qd

Published

2026-04-14

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco proprietary; no-redistribution; short excerpts and locators only

Source notes citing this source

• A single Webex Contact Center queue can have at most 1000 agents added to it. in context
• Team-based Webex Contact Center queues route to teams through call distribution groups, with an add-group-after time in seconds that brings in the next group. in context
• A Webex Contact Center queue uses one of three routing types: team-based, agent-based or skill-based. in context
• Each queue has a Default music in queue field naming the .wav file played when calls arrive or wait in the queue, and that file is played if Play Music is not configured in the Queue Contact activity. in context
• When a queue's channel type is Chat, Email or Social channel, Webex Contact Center shows Chat distribution, Email distribution or Conversation distribution respectively in place of call distribution groups. in context
• Digital queues (Chat, Email, Social) have a Manual-assigned contacts by agents toggle that adds the queue to the Queued tab in Agent Desktop so agents can pick interactions from it. in context
• A Service level threshold cannot be configured on a Social channel queue. in context
• Skills-based queues offer 2 agent selection patterns: Longest available, choosing the agent idle longest, and Best available, choosing the agent with the highest proficiency in the required skills. in context
• Agents can use queue pause/resume only if the organization administrator has enabled the Privacy Shield feature in the Webex Contact Center service configuration. in context
• A queue's Allow recording switch sets whether the system can record all calls for that queue. in context
• Queues are created and edited in Control Hub under Services > Contact Center > Customer experience > Queues, and the recording switches are in the queue's Advanced Settings section. in context
• Cisco gives pausing recording while an agent discusses sensitive information such as credit card details as the example use of queue pause/resume. in context
• When Allow pause/resume for calls is on, the queue's Recording pause setting gives the number of seconds after which a paused recording resumes automatically. in context
• A queue's Allow pause/resume for calls switch sets whether agents can pause and resume the call recording. in context
• The queue Allow recording and Allow pause/resume for calls switches are available only for the Telephony channel type. 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-f

BibTeX

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