Webex Contact Center queues teams and routing strategies

See also

Sources

1. 1
   Webex Contact Center defines 4 skill types for digital skills-based routing: proficiency, a value from 0 to 10 representing expertise; boolean, true or false; text, matched exactly; and enum, a named set of predefined values.

   Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority, step 1 · Checked 2026-09-04
2. 2
   If no matching agent becomes available within the interval configured on the QueueTask node, skill requirements can be removed or reduced by specifying skill relaxations on that same node.

   Set up digital channels in Webex Contact Center · Implement skills-based routing and contact priority, step 8 · Checked 2026-09-04
3. 3
   The word team means different things on the 2 platforms: in Webex Contact Center a team is associated with a routing strategy and used for call distribution, while in Unified CCX a team only groups agents and is not used for distribution.

   Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center Deployment Guide · page 25, table 6 · Checked 2026-09-05
4. 4
   Consult calls to an entry point or dial number configured to route to a capacity-based team are not supported and fail, possibly with an unsupported destination error, for both direct consults and consults started during an outbound call.

   Manage your calls in Agent Desktop · Initiate a consult · Checked 2026-09-04
5. 5
   Engaged Other means the agent is busy on a different channel and their multimedia profile prevents accepting a new request on this 1; under an exclusive profile the agent is marked Engaged on the active channel and Engaged Other on all others, while a blended real-time profile restricts only 1 real-time channel at a time.

   Understand agent states · Some of the other available states, Engaged Other · Checked 2026-09-04
6. 6
   An agent-based-assignment queue supports a maximum of 1000 directly assigned agents.

   Create queues and configure routing patterns · Configure non skill-based routing > Agent-based assignment · Checked 2026-09-04
7. 7
   An agent who belongs to multiple teams is only counted as part of the Call Distribution Group tied to the team they actively chose at Agent Desktop sign-in, not any other team they are configured into.

   Understand Routing and Queueing in Webex Contact Center · Non-skill-based queues with team assignments · Checked 2026-09-04
8. 8
   When an agent is added to a team, the agent is assigned that team's skill profile, unless a direct skill-profile has been configured for the agent individually (which takes precedence).

   Manage teams in Webex Contact Center · Manage teams / Understand Routing · Checked 2026-09-04
9. 9
   Best Available routing scores each eligible agent by summing the proficiency skill values that matched the contact's skill requirements, and routes to the agent with the highest score; ties are broken by longest-available agent.

   Understand Routing and Queueing in Webex Contact Center · Routing Patterns > Skill Based > Best Available · Checked 2026-09-04
10. 10
    For Best Available scoring, when a skill requirement uses a less-than-or-equal-to condition, the agent's proficiency value is inverted for scoring using the formula effective_skill_value = 10 minus actual_skill_value, so that a lower raw skill value produces a stronger match score.

    Understand Routing and Queueing in Webex Contact Center · Routing Patterns > Skill Based > Best Available · Checked 2026-09-04
11. 11
    In a Blended multimedia profile, the configurable simultaneous-contact ranges are Voice 0-1, and Chat/Email/Social Channel each 0-5.

    Manage multimedia profiles · Create a multimedia profile > Automatically pushed contacts > Blended · Checked 2026-09-04
12. 12
    In non-skill-based queues with team assignment, teams are combined into Call Distribution Groups (CDGs), each representing a level of agents that becomes eligible over configured time intervals.

    Understand Routing and Queueing in Webex Contact Center · Non-skill-based queues with team assignments · Checked 2026-09-04
13. 13
    A capacity-based team is configured with a Dial Number (DN), to which calls are distributed, and a Capacity value that specifies how many concurrent calls (agents) can be handled at that DN; neither field applies to agent-based teams.

    Manage teams in Webex Contact Center · Manage teams > Create a team > Agent settings · Checked 2026-09-04
14. 14
    On the legacy admin guide, because Webex Contact Center disconnects from a call once it transfers to a capacity-based team's Dial Number, it cannot track the contact afterward, detect RONA or call failures, record the call, or report Connect Time / Handled Time for that call (these show as 0 in reports).

    Cisco Webex Contact Center Setup and Administration Guide - Contact Routing · About Team Types > Limitations of Capacity Based Teams · Checked 2026-09-04
15. 15
    If no agent is available in the current Call Distribution Group, a contact is parked for a preconfigured duration before the group expands to include the next set of teams, and this repeats until an agent is found or all groups are exhausted.

    Understand Routing and Queueing in Webex Contact Center · Non-skill-based queues with team assignments · Checked 2026-09-04
16. 16
    Enabling "Check Agent Availability" in the Queue Contact flow activity causes the contact to instantly expand to the next Call Distribution Group if no matching agent is found in the current group, bypassing the configured wait delay.

    Understand Routing and Queueing in Webex Contact Center · Non-skill-based queues with team assignments · Checked 2026-09-04
17. 17
    The Top-Down routing pattern always restarts scanning from the beginning of the configured ordered agent list for every new contact, matching to the first available agent found, unlike Circular which resumes from where it left off.

    Understand Routing and Queueing in Webex Contact Center · Routing Patterns > Non-Skill based Routing > Top-Down · Checked 2026-09-04
18. 18
    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.

    Create queues and configure routing patterns · Create queues and configure routing patterns, Create a queue, Contact direction · Checked 2026-09-15
19. 19
    Contact priority ranges from 1 (highest) to 10 (lowest); contacts queued without an explicit priority default to 10 (lowest).

    Understand Routing and Queueing in Webex Contact Center · Contact Surplus Scenario > Contact Priority · Checked 2026-09-04
20. 20
    Contact Surplus Scenario is when the number of incoming contacts exceeds available agents, and the strategy for handling overflow uses Queue Ranking, Contact Priority, and Longest Waiting Contact, in that order, to pick which parked contact an agent who just became available receives next.

    Understand Routing and Queueing in Webex Contact Center · Routing Concepts > Contact Surplus Scenario · Checked 2026-09-04
21. 21
    The built-in Default_Telephony_Profile (auto-assigned to every site, cannot be edited or deleted) has Voice=1 and Chat=Email=Social=0, meaning only voice calls are handled by default.

    Manage multimedia profiles · Manage multimedia profiles > Overview · Checked 2026-09-04
22. 22
    A skill's "This is a dynamic skill" toggle can be turned on but, once enabled, cannot be turned back off.

    Manage skill definitions in Webex Contact Center · Manage skill definitions > Manage a skill > Dynamic skill toggle · Checked 2026-09-04
23. 23
    Dynamic Skills are assigned directly to individual agents and are not assignable through Skill Profiles.

    Understand Routing and Queueing in Webex Contact Center · Understand Routing / Manage skill definitions · Checked 2026-09-04
24. 24
    An Exclusive multimedia profile lets an agent handle exactly 1 contact at a time and uses a fixed channel priority order of voice, then chat, then email, then social — a queued voice contact is routed ahead of an already-queued chat contact.

    Manage multimedia profiles · Create a multimedia profile > Exclusive · Checked 2026-09-04
25. 25
    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.

    Create queues and configure routing patterns · Create queues and configure routing patterns, Create a queue, Before you begin · Checked 2026-09-15
26. 26
    Multimedia profile precedence is: a profile assigned directly to an individual agent overrides 1 assigned to the agent's team, which in turn overrides the profile assigned to the site.

    Manage multimedia profiles · Associating a multimedia profile · Checked 2026-09-04
27. 27
    An agent can have at most 1 voice channel provisioned, but can have up to 5 channels of each other media type (chat, email, social) via Multimedia Profile configuration.

    Understand Routing and Queueing in Webex Contact Center · Blended Multimedia Profiles · Checked 2026-09-04
28. 28
    Only proficiency-type skills are used in the Best Available score calculation; boolean, text, and enum skills in the requirement are used to filter eligibility but do not contribute to the score.

    Understand Routing and Queueing in Webex Contact Center · Routing Patterns > Skill Based > Best Available · Checked 2026-09-04
29. 29
    A team's parent site is chosen when the team is created and cannot be edited afterwards, so a team cannot be moved between sites.

    Manage teams in Webex Contact Center · Manage teams in Webex Contact Center, Create a team, General settings · Checked 2026-09-15
30. 30
    A Proficiency skill's value ranges from 0 through 10, representing an agent's level of expertise.

    Manage skill definitions in Webex Contact Center · Manage skill definitions > Type > Proficiency · Checked 2026-09-04
31. 31
    A contact processed by the Queue Contact flow activity is limited to a maximum of 25 entry point and queue transitions.

    Understand Routing and Queueing in Webex Contact Center · Queue Contact activity constraints · Checked 2026-09-04
32. 32
    A queue name cannot exceed 80 characters and may contain only alphanumeric characters, underscores and hyphens.

    Create queues and configure routing patterns · Create queues and configure routing patterns, Create a queue, General section · Checked 2026-09-15
33. 33
    Queue ranking does not apply to capacity-based teams.

    Understand Routing and Queueing in Webex Contact Center · Contact Surplus Scenario > Queue Ranking · Checked 2026-09-04
34. 34
    Queue ranking applies only within the same media type — a voice queue ranked lower than a chat queue can still be routed to an agent's voice channel ahead of the chat queue if the agent only became available on voice.

    Understand Routing and Queueing in Webex Contact Center · Contact Surplus Scenario > Queue Ranking · Checked 2026-09-04
35. 35
    Queue ranking can be applied to a maximum of 50 queues across all media types, with rank values from 1 (highest) to 50; multiple queues can share the same rank; unranked queues rank lower than any ranked queue.

    Understand Routing and Queueing in Webex Contact Center · Contact Surplus Scenario > Queue Ranking · Checked 2026-09-04
36. 36
    The Get Queue Statistics API requires the difference between the 'to' and 'from' query parameters to be less than 24 hours (86,400,000 milliseconds).

    Queue Statistics - Webex Contact Center API reference · OpenAPI spec: parameters.to.description · Checked 2026-09-04
37. 37
    The Get Queue Statistics API's 'queueIds' query parameter accepts a comma-separated list capped at a maximum of 100 queue IDs; if omitted, all queues for the organization are returned.

    Queue Statistics - Webex Contact Center API reference · OpenAPI spec: parameters.queueIds.description · Checked 2026-09-04
38. 38
    The Get Queue Statistics API response field 'totalAssignedTasks' is explicitly marked deprecated and always returns 0.

    Queue Statistics - Webex Contact Center API reference · OpenAPI spec: responses.200.schema.data.items.properties.totalAssignedTasks · Checked 2026-09-04
39. 39
    When a Queue To Agent activity's preferred agent declines, doesn't answer, or fails to receive the contact, the contact is moved to the configured Recovery Queue where it is routed to the longest available agent, with no skill-based matching applied there.

    Understand Routing and Queueing in Webex Contact Center · Queueing Activities > Queue To Agent · Checked 2026-09-04
40. 40
    Updating an agent's skill profile to satisfy a queue's skill criteria (called "reskilling") automatically and dynamically adds that agent to the queue's associated agent pool, with no manual re-assignment needed.

    Understand Routing and Queueing in Webex Contact Center · Skill criteria assigned to queue · Checked 2026-09-04
41. 41
    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.

    Create queues and configure routing patterns · Create queues and configure routing patterns, Queues list page · Checked 2026-09-15
42. 42
    Skill-based queues support exactly 2 agent-selection routing algorithms, configured with the exact UI abbreviations LAA (Longest Available Agent / "Longest available") and BAA (Best Available Agent / "Best available").

    Understand Routing and Queueing in Webex Contact Center · Set up skill-based queues · Checked 2026-09-04
43. 43
    Skill-based queues can be configured 2 ways: skill criteria assigned directly to the queue, or skill requirements assigned in the flow (which is a variant of team-assignment queues).

    Understand Routing and Queueing in Webex Contact Center · Skill-based queues · Checked 2026-09-04
44. 44
    WarmTransfer infers that skill-criteria queues are easier to operate at scale than agent-assignment queues, because reskilling updates queue membership automatically while an agent-assignment queue requires an administrator to maintain an ordered list of up to 1000 named agents by hand.inferred

    Understand Routing and Queueing in Webex Contact Center · synthesis of the skill-criteria queue and agent-assignment queue sections · Checked 2026-09-04
45. 45
    In skill-based queues with skill criteria assigned to the queue, any agent who entirely satisfies the queue's skill criteria (via their direct skill profile) becomes implicitly associated with the queue, and team membership plays no role.

    Understand Routing and Queueing in Webex Contact Center · Skill criteria assigned to queue · Checked 2026-09-04
46. 46
    A skill profile is a named set of skills, each with an assigned value, that is assigned either to an agent-based team or to an individual agent.

    Manage skill profile in Webex Contact Center · Manage skill profile > Overview · Checked 2026-09-04
47. 47
    Skill relaxation lets a contact's skill requirements be automatically overwritten with a relaxed (typically broader) set of requirements at configured time intervals while the contact waits parked in queue, so that more agents can match.

    Understand Routing and Queueing in Webex Contact Center · Skill requirements assigned in flow · Checked 2026-09-04
48. 48
    The Skill Requirements, Skill Relaxations, and Check Agent Availability capabilities in the Queue Contact flow activity are only available for queues that use team assignment (not for skill-criteria-on-queue or agent-assignment queues).

    Understand Routing and Queueing in Webex Contact Center · Queueing Activities > Queue Contact · Checked 2026-09-04
49. 49
    Skill relaxation configuration supports multiple sequential steps, each of which can widen the eligible agent pool further as a parked contact approaches its service-level target.

    Configure Webex Contact Center Routing with Skill Relaxation · Configure Webex Contact Center Routing with Skill Relaxation > Background · Checked 2026-09-04
50. 50
    When creating a team, the administrator chooses a Team Type of either Capacity Based (no specific number of agents assigned; used for voice mailboxes / unmanaged agent groups) or Agent Based (a specific number of named agents assigned).

    Manage teams in Webex Contact Center · Manage teams > Create a team > Agent settings · Checked 2026-09-04
51. 51
    Teams and desktop layouts are linked bidirectionally, so a change to either is reflected in both and an audit log can show desktop layout changes when only team settings were edited.

    Manage teams in Webex Contact Center · Manage teams in Webex Contact Center, Create a team · Checked 2026-09-15
52. 52
    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

    Create queues and configure routing patterns · Create queues and configure routing patterns, Queues list page · Checked 2026-09-15
53. 53
    The routing and queueing active limits give a maximum of 500 agents for a queue.

    System limits in Webex Contact Center · Table 3, Active and maximum configuration limits, maximum number of agents for a queue row · Checked 2026-09-04
54. 54
    The 500-agents-per-queue limit is listed in the table's call distribution group section, which governs the team-assignment queue model, not skill-based queue assignment.

    System limits in Webex Contact Center · Table 3, Active and maximum configuration limits, maximum number of agents for a queue row · Checked 2026-09-04
55. 55
    The routing and queueing active limits give a maximum of 50 teams per call distribution group, 20 call distribution groups in a queue, and 250 teams in a queue across all call distribution groups.

    System limits in Webex Contact Center · Table 3, Active and maximum configuration limits, call distribution group rows · Checked 2026-09-04
56. 56
    The Set Contact Priority row in the self-loop table gives a limit of 100, which is a cap on how many times that activity may loop back to itself within 1 interaction, not a priority value range.

    System limits in Webex Contact Center · Flow Designer self-loop limits table, Set Contact Priority row · Checked 2026-09-04
57. 57
    The System Limits article publishes nothing about queue ranking, contact priority range, entry point and queue transitions per contact, agents per skill profile, proficiency skill range or per-agent channel concurrency, all of which the corpus holds from the routing and Flow Designer articles.inferred

    System limits in Webex Contact Center · whole document, absence confirmed by search · Checked 2026-09-04
58. 58
    Cisco states that precision routing on the government edition is supported for all contact channels including voice, video, web, chat and email.

    Webex Contact Center Enterprise for Government Data Sheet · Table 1, automatic call distribution row · Checked 2026-09-05
59. 59
    Cisco states that the government edition provides routing services based on Unified Contact Center Enterprise and Unified Communications Manager technology, with queue priority, in-queue announcements and redirect on no answer.

    Webex Contact Center Enterprise for Government Data Sheet · Table 1, automatic call distribution row · Checked 2026-09-05
60. 60
    The real-time tool provisions websocket sessions returning a session address and subscription identifier for a client to consume live queue and agent telemetry, is described as used for wallboards and supervisor dashboards, and is marked destructive and requiring a user account context.

    Contact Center MCP Server · Tools table, real time and subscriptions row · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 15). Webex Contact Center queues teams and routing strategies. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-routing

@misc{warmtransfer-webex-cc-routing,
  title  = {Webex Contact Center queues teams and routing strategies},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-routing},
  note   = {Verified 2026-09-15}
}