# UCCX objects and their Webex Contact Center equivalents

Canonical: https://warmtransfer.net/knowledge/uccx-to-webex-cc-object-crosswalk

Last verified: 2026-09-22

In Unified CCX, an application represents the configured object through which the system interacts with contacts and performs its operations[^17]. In Webex Contact Center, routing behavior is driven by entry points, channels, and flows that handle incoming interactions[^40][^43].

## Applications, Triggers, and Ingress

A Unified CCX application coordinates interactions and executes operational logic[^17]. Invocation occurs via triggers, which are specified signals that start an application script when a contact arrives[^32]. Unified CM Telephony triggers respond to calls arriving on designated route points by selecting telephony and media resources before launching an application script[^18]. Unified CCX also supports HTTP triggers, which use relative URLs entered into a browser to start an application without telephony bindings[^21].

In Webex Contact Center, inbound interaction points are configured as channels[^40]. A channel is an entry point combined with, for inbound telephony, a mapping to a dial or support number[^40]. An entry point connects to contact handling logic by selecting a flow in the Routing Flow setting of the channel[^42].

## Scripts, Flows, and Prompts

Unified CCX scripts are created in the Unified CCX Editor and maintained through the Script Management interface, which handles uploading, renaming, refreshing, and deleting script files[^28]. Audio prompt files in Unified CCX reside in the cluster Repository datastore and are managed under Applications > Prompt Management, where administrators upload individual prompt files, language folders, or ZIP archives[^26].

In Webex Contact Center, execution logic is defined by flows, which are user-configured sequences of activities that execute in response to an event[^43]. Media files are handled as bulk-operation audio files uploaded as ZIP archives containing.WAV files[^37].

Flows also leverage global variables configured in Control Hub, which remain accessible across the flow[^45]. A global variable can be made reportable in Analyzer, up to a maximum of 100 concurrently enabled reportable variables[^46]. Additionally, global variables can be flagged as agent-viewable to display on the Agent Desktop, with optional configuration for agent edit permissions[^44].

## Queues and Distribution Models

A Unified CCX Contact Service Queue (CSQ) manages incoming calls by deciding where they sit in queue and which agent receives them[^20]. A CSQ uses a Resource Pool Selection Model set to either:
- Resource Skills, creating a skills-based CSQ[^25].
- Resource Group, creating a resource-group-based CSQ that targets predefined collections of agents[^27][^25].

In Webex Contact Center, a queue acts as a temporary holding area that stores and manages incoming or outgoing contacts until they are distributed to agents[^51]. Each Webex Contact Center queue is configured for a specific channel type, including telephony, email, chat, or social[^52]. Interactions are routed into a queue using the Queue Contact activity in Flow Designer[^50]. Teams link to queues via call distribution groups, with each group configured with a priority level and an elapsed time delay before the next group is engaged[^39]. 

Webex Contact Center offers two arrangements for skills-based queues[^55]:
- Skill-based queues where skill criteria are locked on the queue definition and cannot be modified per interaction[^55].
- Skill-based queues with team assignment, which allow individual interactions to specify skill criteria directly inside the flow[^55].

Contacts queued in Webex Contact Center can also utilize skill relaxation, modifying initial skill requirements at configured time thresholds while waiting[^57]. Direct targeting of a specific agent is executed using the Queue To Agent flow activity, which matches agents using an agent ID or email address[^36].

## Skills and Competency

Unified CCX defines skills as customer-configured labels assigned to agents, with competency scored on a scale from 1 (lowest) to 10 (highest)[^29][^19].

Webex Contact Center skill definitions are of type Text, Proficiency, Boolean, or Enum[^58]. When using a Proficiency skill, values span from 0 through 10[^49]. Skills and their values are grouped into skill profiles, which are then assigned to individual agents or agent-based teams[^56].

## Organizational Hierarchy and Agent Desktop Settings

In Unified CCX, a team consists of agents reporting to a designated primary supervisor, alongside optional secondary supervisors[^31]. Agent phone books in Cisco Finesse are scoped either globally to All Users or specifically to selected Teams[^24]. Cisco Finesse caps phone book capacity at 50,000 total contacts, with a ceiling of 6,000 contacts per individual agent across all assigned phone books[^23]. Call attribution and state tracking rely on Wrap-Up reasons (indicating the reason for a customer call) and reason codes for Not Ready and Sign Out states[^33][^22].

In Webex Contact Center, organizational hierarchy begins with sites, which represent physical enterprise contact center locations; creating a site automatically provisions a team and a multimedia profile[^54]. A team is linked directly to a site at configuration time, and this site relationship cannot be edited after creation[^59].

Desktop permissions and state configurations are defined inside desktop profiles, which control access to wrap-up codes, idle codes, address books, outdial entry points, and outdial ANI[^41]. In bulk operations, wrap-up and idle states are managed under Work Types using the values WRAP_UP_CODE and IDLE_CODE, where auxiliary code records reference their parent work type[^60]. Historical reporting for these codes is grouped into auxiliary reports within Webex Contact Center Analyzer[^38]. Concurrency across communication types is managed via multimedia profiles, which set how many concurrent contacts an agent handles per media type and can be attached at the tenant, site, team, or agent level[^47].

## See also

See also [The UCCX to Webex Contact Center discovery tool](https://warmtransfer.net/knowledge/uccx-discovery-tool).
See also [UCCX scripts and Flow Designer flows](https://warmtransfer.net/knowledge/uccx-script-to-flow-redesign).
See also [UCCX historical reporting after a move to Webex Contact Center](https://warmtransfer.net/knowledge/uccx-reporting-to-analyzer).
See also [Webex Contact Center bulk operations imports and export jobs](https://warmtransfer.net/knowledge/webex-cc-bulk-operations).
See also [Telephony during a UCCX to Webex Contact Center migration](https://warmtransfer.net/knowledge/uccx-to-webex-cc-telephony-coexistence).
See also [UCCX Configuration REST API](https://warmtransfer.net/knowledge/uccx-configuration-api).
See also [CUCM to Webex Calling migration](https://warmtransfer.net/knowledge/cucm-to-webex-calling).
See also [Migrating Unified CCE or Unified CCX to Webex Contact Center](https://warmtransfer.net/knowledge/webex-cc-migration-from-ucce).
See also [Jabber to Webex App migration](https://warmtransfer.net/knowledge/jabber-to-webex-app-migration).
See also [Webex Contact Center platform generations and predecessors](https://warmtransfer.net/knowledge/webex-cc-platform-generations).
See also [The Webex Contact Center Classic voice media platform](https://warmtransfer.net/knowledge/webex-cc-classic-media-platform).
See also [Voice POP bridge telephony lifecycle in Webex Contact Center](https://warmtransfer.net/knowledge/webex-cc-vpop-lifecycle).
See also [Help centre articles that serve the wrong document](https://warmtransfer.net/knowledge/cisco-help-article-mislabelling).
See also [Mislabelled and defective documents across the Cisco help estate](https://warmtransfer.net/knowledge/wfo-guide-defect-sweep).
See also [Help centre article type metadata as a retrieval discriminator](https://warmtransfer.net/knowledge/cisco-help-article-types).
See also [Cisco articles that outlive their own end of support dates](https://warmtransfer.net/knowledge/cisco-doc-currency).
See also [CUCM to Teams Phone migration](https://warmtransfer.net/knowledge/cucm-to-teams-phone).
See also [Cisco unified communications manager](https://warmtransfer.net/knowledge/cisco-unified-communications-manager).

## Applicability

Applies to: Cisco Unified Contact Center Express, Cisco Finesse, and Cisco Webex Contact Center. Deployments: on-premises and multi-tenant. Sources checked 2026-09-22.

## What remains uncertain

Whether additional Unified CCX script steps or document repositories have direct equivalents in Webex Contact Center is not covered by the sources below. Limits on the maximum number of desktop profiles or multimedia profiles in Webex Contact Center are not covered by the sources below.

## Sources

[^1]: A Unified CCX agent maps onto a Webex Contact Center user carrying a user profile and a desktop profile, which the discovery workbook represents as separate Users, UserProfiles and AgentProfiles sheets (inferred). Source: [Migrate Cisco Unified Contact Center Express to Webex Contact Center](https://help.webex.com/en-us/article/0hd75db/Migrate-Cisco-Unified-Contact-Center-Express-to-Webex-Contact-Center), Migrate from Unified CCX to Webex Contact Center > Device discovery guidelines table, Users, UserProfiles and AgentProfiles rows. Checked 2026-09-22.
[^2]: A Unified CCX competency level maps onto a Webex Contact Center Proficiency skill value, but the scales differ at the floor: UCCX runs 1 to 10 and Webex Contact Center runs 0 to 10 (inferred). Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions-in-Webex-Contact-Center), Manage skill definitions in Webex Contact Center > Proficiency, read against UCCX competence level statement. Checked 2026-09-22.
[^3]: A Unified CCX Contact Service Queue corresponds to a Webex Contact Center queue, but the correspondence is not one-to-one because UCCX holds skill requirements on the CSQ while Webex Contact Center can hold them either on the queue or per contact in the flow (inferred). Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing > skill-based queues, read against UCCX Resource Pool Selection Model. Checked 2026-09-22.
[^4]: Cisco Finesse Not Ready reason codes map onto Webex Contact Center idle auxiliary codes, while Finesse Sign Out reason codes have no distinct Webex Contact Center auxiliary-code class (inferred). Source: [CSV definition for bulk operations in Webex Contact Center](https://help.webex.com/en-us/article/imku7e/CSV-definition-for-bulk-operations-in-Webex-Contact-Center), CSV definition for bulk operations > Work Types > Type values, read against Finesse Manage Reasons. Checked 2026-09-22.
[^5]: Cisco Finesse phone books map onto Webex Contact Center address books, with the Finesse global and team scopes landing on the Webex tenant-wide and per-site scopes rather than on teams (inferred). Source: [CSV definition for bulk operations in Webex Contact Center](https://help.webex.com/en-us/article/imku7e/CSV-definition-for-bulk-operations-in-Webex-Contact-Center), CSV definition for bulk operations > Address Books > Parent Site column, read against Finesse Assign To. Checked 2026-09-22.
[^6]: Unified CCX prompts map onto Webex Contact Center audio files, carried by the discovery tool as a ZIP of WAV files imported through bulk operations (inferred). Source: [Migrate Cisco Unified Contact Center Express to Webex Contact Center](https://help.webex.com/en-us/article/0hd75db/Migrate-Cisco-Unified-Contact-Center-Express-to-Webex-Contact-Center), Migrate from Unified CCX to Webex Contact Center > WebexCC_Bulk_Upload_Prompts.zip. Checked 2026-09-22.
[^7]: Unified CCX reporting, split between Unified Intelligence Center historical reports and the Unified CCX Administration real-time reporting tool, maps onto the single Webex Contact Center Analyzer, and no report definitions are carried by the discovery tool (inferred). Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Webex Contact Center Analyzer User Guide > overview, read against UCCX Reporting chapter. Checked 2026-09-22.
[^8]: A Unified CCX resource group has no single Webex Contact Center equivalent object, and the discovery tool workbook contains no resource group sheet (inferred). Source: [Migrate Cisco Unified Contact Center Express to Webex Contact Center](https://help.webex.com/en-us/article/0hd75db/Migrate-Cisco-Unified-Contact-Center-Express-to-Webex-Contact-Center), Migrate from Unified CCX to Webex Contact Center > Device discovery guidelines table, Sheet Name column. Checked 2026-09-22.
[^9]: A Unified CCX application and the script it invokes correspond jointly to a single Webex Contact Center flow, and the rebuild is manual because no sheet or documented converter carries them (inferred). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Build and manage flows with Flow Designer > overview, read against UCCX application and script definitions. Checked 2026-09-22.
[^10]: A Unified CCX skill corresponds to a Webex Contact Center skill definition, and the agent-level competency assignment corresponds to a skill profile entry rather than to a direct agent attribute (inferred). Source: [Manage skill profile in Webex Contact Center](https://help.webex.com/en-us/article/arzaac/Manage-skill-profile-in-Webex-Contact-Center), Manage skill profiles in Webex Contact Center > overview, read against UCCX Skills Configuration. Checked 2026-09-22.
[^11]: A Unified CCX team maps onto a Webex Contact Center team, but the target object also carries a mandatory site and optional skill, multimedia and desktop associations that the source object does not have (inferred). Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Manage teams in Webex Contact Center > overview and Site field, read against UCCX Teams Configuration. Checked 2026-09-22.
[^12]: A Unified CCX Unified CM Telephony trigger corresponds to a Webex Contact Center entry point together with its entry point mapping to a dial number (inferred). Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel in Webex Contact Center > overview, read against UCCX trigger definition. Checked 2026-09-22.
[^13]: Unified CCX script variables map onto Webex Contact Center flow variables, and only those promoted to global variables are provisionable in Control Hub, reportable in Analyzer or viewable on Agent Desktop (inferred). Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > overview, Make Reportable and Make agent viewable. Checked 2026-09-22.
[^14]: Cisco Finesse Wrap-Up reasons map onto Webex Contact Center wrap-up auxiliary codes, which must each be attached to a work type of type WRAP_UP_CODE and granted through a desktop profile (inferred). Source: [CSV definition for bulk operations in Webex Contact Center](https://help.webex.com/en-us/article/imku7e/CSV-definition-for-bulk-operations-in-Webex-Contact-Center), CSV definition for bulk operations > Work Types and Auxiliary Codes, read against Finesse Wrap-Up Reasons. Checked 2026-09-22.
[^15]: The Cisco migration article for Unified CCX to Webex Contact Center contains no two-column table mapping Unified CCX object names to Webex Contact Center object names; the only structured mapping it publishes is from workbook sheet names to bulk-upload columns (inferred). Source: [Migrate Cisco Unified Contact Center Express to Webex Contact Center](https://help.webex.com/en-us/article/0hd75db/Migrate-Cisco-Unified-Contact-Center-Express-to-Webex-Contact-Center), Migrate from Unified CCX to Webex Contact Center > whole document. Checked 2026-09-22.
[^16]: The Cisco migration article documents no conversion of Unified CCX applications or scripts into Webex Contact Center flows, and the discovery tool workbook has no sheet for either object (inferred). Source: [Migrate Cisco Unified Contact Center Express to Webex Contact Center](https://help.webex.com/en-us/article/0hd75db/Migrate-Cisco-Unified-Contact-Center-Express-to-Webex-Contact-Center), Migrate from Unified CCX to Webex Contact Center > Device discovery guidelines table, Sheet Name column. Checked 2026-09-22.
[^17]: In Unified CCX an application is the configured object through which the system interacts with contacts and performs its functions. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_0110.html), Cisco Applications Configuration > About Unified CCX Applications. Checked 2026-09-22.
[^18]: A Unified CM Telephony trigger responds to calls arriving on a specific route point by selecting telephony and media resources and invoking an application script. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_0110.html), Cisco Applications Configuration > Unified CM Telephony Trigger. Checked 2026-09-22.
[^19]: Unified CCX skill competency runs from level 1 as the lowest skill level to level 10 as the highest. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Skills Configuration > competence level. Checked 2026-09-22.
[^20]: A Unified CCX Contact Service Queue controls incoming calls by determining where a call is placed in the queue and to which agent it is sent. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Contact Service Queue Configuration. Checked 2026-09-22.
[^21]: A Unified CCX HTTP trigger is the relative URL a user enters into a browser to start an application, so not every UCCX trigger is telephony-bound. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_0110.html), Cisco Applications Configuration > HTTP Trigger. Checked 2026-09-22.
[^22]: Cisco Finesse Not Ready reason codes represent reasons agents select when they change their state to Not Ready, and Sign Out reason codes represent reasons agents select when signing out. Source: [Cisco Finesse Administration Guide, Release 12.6(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-reasons.html), Manage Reasons > Not Ready Reason Codes and Sign Out Reason Codes. Checked 2026-09-22.
[^23]: Cisco Finesse supports a total of 50,000 phone book contacts, with a maximum of 6,000 contacts per agent across all phone books. Source: [Cisco Finesse Administration Guide, Release 12.6(1) - Manage Phone Books](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-phone-books.html), Manage Phone Books > phone book and contact limits. Checked 2026-09-22.
[^24]: Cisco Finesse phone books, which serve Unified CCX agents, are assigned either to All Users or to specific Teams, giving a global and a team scope. Source: [Cisco Finesse Administration Guide, Release 12.6(1) - Manage Phone Books](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-phone-books.html), Manage Phone Books > Assign To. Checked 2026-09-22.
[^25]: A Unified CCX CSQ is configured with a Resource Pool Selection Model of either Resource Skills, producing a skills-based CSQ, or Resource Group, producing a resource-group-based CSQ. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Contact Service Queue Configuration > Resource Pool Selection Model. Checked 2026-09-22.
[^26]: Unified CCX prompt files are held in the Unified CCX cluster Repository datastore and are managed through the Applications > Prompt Management page, where language folders and prompt or ZIP files are uploaded. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Applications Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_010000.html), Applications Menu > Prompt Management. Checked 2026-09-22.
[^27]: Unified CCX resource groups are collections of agents that a CSQ uses to handle incoming calls. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Resource Groups. Checked 2026-09-22.
[^28]: Unified CCX scripts are authored in the Unified CCX Editor and then uploaded, renamed, refreshed or deleted through the Script Management page. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Applications Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_010000.html), Applications Menu > Script Management. Checked 2026-09-22.
[^29]: Unified CCX skills are customer-definable labels assigned to agents. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Skills Configuration. Checked 2026-09-22.
[^30]: Unified CCX permits a maximum of 150 skills in the system and up to 50 skills assigned to a single agent. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Skills Configuration and Agent Configuration. Checked 2026-09-22.
[^31]: A Unified CCX team is a group of agents who report to the same supervisor, with one primary supervisor and optional secondary supervisors. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_01000.html), Provision of Unified CCX > Teams Configuration. Checked 2026-09-22.
[^32]: In Unified CCX a trigger is a specified signal that invokes an application script in response to an incoming contact. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5_1_su3/maintain_and_operate/guide/uccx_b_1251su3_admin-and-operations-guide/uccx_b_12_5_2admin-and-operations-guide_chapter_0110.html), Cisco Applications Configuration > Application Triggers. Checked 2026-09-22.
[^33]: Cisco Finesse Wrap-Up reasons represent the reasons agents apply to calls and indicate why a customer called the contact center. Source: [Cisco Finesse Administration Guide, Release 12.6(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-reasons.html), Manage Reasons > Wrap-Up Reasons. Checked 2026-09-22.
[^34]: Sources disagree on the maximum number of team-scoped Wrap-Up reasons in Cisco Finesse 12.6(1): the fetched Manage Reasons page gives 100 global and 100 team, while a search-engine summary of the same guide reported 100 global and 1500 team (disputed). Source: [Cisco Finesse Administration Guide, Release 12.6(1) - Manage Reasons](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1261/admin/guide/cfin_b_1261-cisco-finesse-administration-guide/cfin_m_1261-manage-reasons.html), Manage Reasons > Wrap-Up Reasons > limits paragraph. Checked 2026-09-22.
[^35]: A Webex Contact Center agent can use an address book only after that address book has been added to the desktop profile assigned to the agent. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Set up desktop profiles in Webex Contact Center > Collaborations / address book setting. Checked 2026-09-22.
[^36]: Webex Contact Center routes or queues a contact to a specified preferred agent through the Queue To Agent flow activity, resolving the agent by agent ID or email address. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing > agent-based routing. Checked 2026-09-22.
[^37]: Audio files are a Webex Contact Center bulk-operation object uploaded as a ZIP archive of .WAV files. Source: [CSV definition for bulk operations in Webex Contact Center](https://help.webex.com/en-us/article/imku7e/CSV-definition-for-bulk-operations-in-Webex-Contact-Center), CSV definition for bulk operations > Audio File. Checked 2026-09-22.
[^38]: Webex Contact Center Analyzer groups idle and wrap-up code data into auxiliary reports. Source: [Cisco Webex Contact Center Analyzer User Guide](https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide), Webex Contact Center Analyzer User Guide > Auxiliary Reports. Checked 2026-09-22.
[^39]: 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. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns), Manage queues and outdial queues in Webex Contact Center > Call Distribution. Checked 2026-09-22.
[^40]: In Webex Contact Center a channel is an entry point together with, for inbound telephony, the mapping of that entry point to a support or dial number. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel in Webex Contact Center > overview. Checked 2026-09-22.
[^41]: A Webex Contact Center desktop profile is a group of permissions and desktop behaviours assigned to agents, and it is where idle codes, wrap-up codes, address books, outdial entry points and outdial ANI are granted. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Set up desktop profiles in Webex Contact Center > overview and Wrap-up and Idle Codes. Checked 2026-09-22.
[^42]: A Webex Contact Center entry point is bound to a flow by selecting that flow in the Routing Flow setting of the channel. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Set up a channel in Webex Contact Center > Routing Flow. Checked 2026-09-22.
[^43]: A Webex Contact Center flow is a user-defined sequence of activities that executes in response to an event. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Build and manage flows with Flow Designer > overview. Checked 2026-09-22.
[^44]: A Webex Contact Center global variable can be made agent viewable so its value is shown on Agent Desktop, optionally with agent edit permission. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Make agent viewable. Checked 2026-09-22.
[^45]: Webex Contact Center global variables are custom variables defined in Control Hub that are accessible throughout a flow. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > overview. Checked 2026-09-22.
[^46]: A Webex Contact Center global variable can be made reportable so it appears in Analyzer, with a maximum of 100 variables enabled for reporting at any one time. Source: [Manage global variables](https://help.webex.com/en-us/article/ngfdsbi/Manage-global-variables), Manage global variables > Make Reportable. Checked 2026-09-22.
[^47]: A Webex Contact Center multimedia profile determines how many contacts of each media type an agent can handle concurrently, and can be assigned at tenant, site, team or individual agent level. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), Manage multimedia profiles in Webex Contact Center > overview and assignment levels. Checked 2026-09-22.
[^48]: Where several Webex Contact Center multimedia profiles apply, the agent-level profile takes precedence over the team profile, which takes precedence over the site profile, which takes precedence over the system default. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), Manage multimedia profiles in Webex Contact Center > precedence. Checked 2026-09-22.
[^49]: A Webex Contact Center Proficiency skill takes values ranging from 0 through 10. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions-in-Webex-Contact-Center), Manage skill definitions in Webex Contact Center > Proficiency. Checked 2026-09-22.
[^50]: The Queue Contact activity in Webex Contact Center Flow Designer is the mechanism that places a contact into a queue. Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Build and manage flows with Flow Designer > Queue Contact activity. Checked 2026-09-22.
[^51]: 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. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns), Manage queues and outdial queues in Webex Contact Center > overview. Checked 2026-09-22.
[^52]: A Webex Contact Center queue is created for a specific channel type such as telephony, chat, email or social, rather than being channel-agnostic. Source: [Create queues and configure routing patterns](https://help.webex.com/en-us/article/ubg5qd/Create-queues-and-configure-routing-patterns), Manage queues and outdial queues in Webex Contact Center > Channel Type. Checked 2026-09-22.
[^53]: In the Webex Contact Center bulk-operation CSV for Queues, routing type values include LONGEST_AVAILABLE_AGENT and SKILLS_BASED, and for skills-based queues the agent-selection values include LONGEST_AVAILABLE_AGENT and BEST_AVAILABLE_AGENT. Source: [CSV definition for bulk operations in Webex Contact Center](https://help.webex.com/en-us/article/imku7e/CSV-definition-for-bulk-operations-in-Webex-Contact-Center), CSV definition for bulk operations > Queues > Routing Type and Agent Selection. Checked 2026-09-22.
[^54]: A Webex Contact Center site is a physical contact center location under the control of the enterprise, and creating one automatically adds a team and a multimedia profile. Source: [Manage sites in Webex Contact Center](https://help.webex.com/en-us/article/nqipixt/Manage-sites-in-Webex-Contact-Center), Manage sites in Webex Contact Center > overview. Checked 2026-09-22.
[^55]: Webex Contact Center offers two skills-based queue arrangements: a skill-based queue whose skill criteria are defined on the queue itself and cannot be overridden by an individual contact, and a skill-based queue with team assignment where each contact may optionally specify its skill requirements in the flow. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing > skill-based queues and skill-based queues with team assignment. Checked 2026-09-22.
[^56]: A Webex Contact Center skill profile is a set of skills, each with an assigned value, that is assigned to an agent-based team or to an individual agent. Source: [Manage skill profile in Webex Contact Center](https://help.webex.com/en-us/article/arzaac/Manage-skill-profile-in-Webex-Contact-Center), Manage skill profiles in Webex Contact Center > overview. Checked 2026-09-22.
[^57]: Webex Contact Center skill relaxation lets a contact replace its original skill requirements with a modified set at configured time intervals while it is parked in queue. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), Understand Routing and Queueing > skill relaxation. Checked 2026-09-22.
[^58]: Webex Contact Center skill definitions are of type Text, Proficiency, Boolean or Enum. Source: [Manage skill definitions in Webex Contact Center](https://help.webex.com/en-us/article/6rzxls/Manage-skill-definitions-in-Webex-Contact-Center), Manage skill definitions in Webex Contact Center > skill types. Checked 2026-09-22.
[^59]: A Webex Contact Center team is a group of agents associated to a specific site, and the site chosen at team creation cannot be changed afterwards. Source: [Manage teams in Webex Contact Center](https://help.webex.com/en-us/article/mqf72s/Manage-teams-in-Webex-Contact-Center), Manage teams in Webex Contact Center > overview and Site field. Checked 2026-09-22.
[^60]: In the Webex Contact Center bulk-operation CSV for Work Types, the Type column accepts exactly the values IDLE_CODE and WRAP_UP_CODE, and each Auxiliary Code row names the Work Type it belongs to. Source: [CSV definition for bulk operations in Webex Contact Center](https://help.webex.com/en-us/article/imku7e/CSV-definition-for-bulk-operations-in-Webex-Contact-Center), CSV definition for bulk operations > Work Types > Type; Auxiliary Codes > Work Type. Checked 2026-09-22.