Troubleshooting Webex Contact Center calls that wait in queue with agents available

See also

Sources

1. 1
   Analyzer reports draw on four data repositories: the Customer Session Repository (CSR), Customer Activity Repository (CAR), Agent Session Repository (ASR) and Agent Activity Repository (AAR). It also includes queue-abandoned reports for contacts that left a queue without reaching an agent.

   Cisco Webex Contact Center Analyzer User Guide · Cisco Webex Contact Center Analyzer User Guide, appendix: Standard CSR and CAR fields and measures; Standard ASR and AAR fields and measures; multimedia reports, Queue Abandoned · Checked 2026-09-30
2. 2
   Capacity-based teams have no assigned agents. They send calls to a dial number and are meant for voice mailboxes or agent groups that Webex Contact Center does not manage, so Contact Center desktop agents do not receive them.

   Manage teams in Webex Contact Center · Manage teams, team types, capacity-based team · Checked 2026-09-30
3. 3
   Teams are added to a queue in call distribution groups. The 'Add group after' field sets how long a contact waits before the queue moves on to the next group when no agents are available.

   Create queues and configure routing patterns · Create queues and configure routing patterns, Call distribution groups · Checked 2026-09-30
4. 4
   The fix for immediate RONA from a wrongly formatted dial number is to sign in with Dial Number, check 'International Dialing Format' and confirm the country code. For agents on Unified CM endpoints, choose the right credential option and confirm the endpoint is registered to the cluster.

   Troubleshoot RONA Issue When Agents Enter Dial Number in Wrong Tab · Troubleshoot RONA Issue When Agents Enter Dial Number in Wrong Tab, Resolution · Checked 2026-09-30
5. 5
   If an agent picks Dial Number at sign-in, leaves 'International Dialing Format' unchecked and enters the PSTN number as area code, exchange and subscriber, the system treats it as a non-E.164 number and the agent gets immediate RONA.

   Troubleshoot RONA Issue When Agents Enter Dial Number in Wrong Tab · Troubleshoot RONA Issue When Agents Enter Dial Number in Wrong Tab, Root cause · Checked 2026-09-30
6. 6
   To receive a queued contact, an agent must have free capacity on that contact's media channel.

   Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing, agent eligibility criteria · Checked 2026-09-30
7. 7
   In team-based queues, an agent is eligible only when the team they are logged in to is assigned to the queue.

   Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing, Team-based assignment and Call Distribution Groups · Checked 2026-09-30
8. 8
   In skills-based routing, an agent's skills must satisfy all of the contact's current skill requirements before the agent is eligible.

   Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing, agent eligibility criteria and skill-based queues · Checked 2026-09-30
9. 9
   A flow can optionally set skill requirements for each contact. The router matches those requirements against the skills of available agents.

   Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing, Skill-based queues, flow-level skills · Checked 2026-09-30
10. 10
    In 'immediate RONA', the system hits a problem while presenting the contact to the agent endpoint and moves the agent into RONA at once, without waiting for the timer. Causes include system or endpoint problems and agents entering their number in the wrong Dial Number or Extension tab.

    Troubleshoot and Understand RONA Issues in Webex Contact Center · Troubleshoot and Understand RONA Issues, Condition 2: Immediate RONA · Checked 2026-09-30
11. 11
    Contacts are terminated once they reach the queue's 'Maximum time in queue' setting.

    Create queues and configure routing patterns · Create queues and configure routing patterns, Maximum time in queue field · Checked 2026-09-30
12. 12
    A multimedia profile assigned directly to an agent takes precedence over profiles assigned to the agent's team or site.

    Manage multimedia profiles · Manage multimedia profiles, assignment and precedence · Checked 2026-09-30
13. 13
    Multimedia profiles come in three types: Blended, Blended Real-time and Exclusive. Exclusive profiles handle one contact at a time, with voice prioritised first.

    Manage multimedia profiles · Manage multimedia profiles, profile types · Checked 2026-09-30
14. 14
    Voice capacity in a multimedia profile is at most 1. Blended and Exclusive profiles allow 0 or 1, and Blended Real-time requires one mandatory real-time channel.

    Manage multimedia profiles · Manage multimedia profiles, per-channel capacity settings · Checked 2026-09-30
15. 15
    An agent whose effective multimedia profile has voice capacity 0 will never be offered voice contacts, even while Available and logged in to a team assigned to the queue.inferred

    Manage multimedia profiles · Manage multimedia profiles, per-channel capacity (Voice 0-1); combined with the Understand Routing and Queueing eligibility criteria · Checked 2026-09-30
16. 16
    If a flow never runs Queue Contact (or Queue To Agent), or takes that activity's error path, the contact is never placed in a queue. Agent availability, team mapping and skills then have no bearing on it, so a 'waiting with agents available' symptom should first be checked in the flow's execution path.inferred

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity, error codes table; combined with Understand Routing and Queueing, introductory routing section · Checked 2026-09-30
17. 17
    Contacts (voice, chat, email, social or campaign) are routed to an agent only while the agent's state is Available.

    Understand agent states · Understand agent states, Available state · Checked 2026-09-30
18. 18
    The Queue Contact activity's Check Agent Availability setting leaves teams with no available agents out of routing as the contact's time in queue progresses. It can be set to always check or be driven by a Boolean flow variable.

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity, Check Agent Availability · Checked 2026-09-30
19. 19
    The Queue Contact activity's error codes include INVALID_QUEUE (4), VTEAM_TRANSITION_LIMIT_REACHED (7, the contact hit the limit on being queued to multiple queues), OWNER_ASSIGNED_TO_INTERACTION (8) and INVALID_SKILL_NAME (9).

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity, error codes table · Checked 2026-09-30
20. 20
    If the Queue Contact activity is given an invalid skill value, all of that contact's skill requirements and relaxations are dropped.

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity, Skill requirements · Checked 2026-09-30
21. 21
    In the Queue Contact activity, skill relaxation lowers skill requirements after a wait-time threshold that defaults to 60 seconds. Enabling it copies the initial requirements as the starting point for the relaxation steps.

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity, Skill relaxation · Checked 2026-09-30
22. 22
    Skill weights (1 to 1000) in the Queue Contact activity work only with Proficiency skills. Using them on another skill type gives error WEIGHT_NOT_SUPPORTED_FOR_SKILL_TYPE (13).

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity, Skill requirements and error codes table · Checked 2026-09-30
23. 23
    The Queue To Agent activity's failure codes include AGENT_UNAVAILABLE (1), AGENT_NOT_FOUND (2), AGENT_NOT_LOGGED_IN (3) and VTEAM_TRANSITION_LIMIT_REACHED (7). An optional 'Park Contact if Agent is unavailable' setting holds the contact until that agent becomes available.

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue To Agent activity, settings and failure codes · Checked 2026-09-30
24. 24
    When skill requirements are set at queue level, every contact queued into that queue automatically takes on the queue's skill criteria.

    Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing, Skill-based queues, queue-level skills · Checked 2026-09-30
25. 25
    When a contact is queued, Webex Contact Center tries to match it to an agent immediately. If no agent is eligible, the contact is parked until an agent meets the eligibility criteria.

    Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing in Webex Contact Center, introductory routing section · Checked 2026-09-30
26. 26
    Skill relaxation widens the agent pool over time to include less-skilled agents. It lets a contact whose initial requirements match nobody become routable.

    Configure Webex Contact Center Routing with Skill Relaxation · Configure Webex Contact Center Routing with Skill Relaxation, Background information · Checked 2026-09-30
27. 27
    In 'RONA after ring', the agent endpoint returns 180 Ringing but the system never receives the answer (200 OK). When the RONA timer expires, the agent is moved to a nonresponsive state.

    Troubleshoot and Understand RONA Issues in Webex Contact Center · Troubleshoot and Understand RONA Issues, Condition 1: RONA after ring event · Checked 2026-09-30
28. 28
    After RONA, the agent's state changes automatically from Available to Idle. The agent receives no new contacts until they manually set themselves back to Available.

    Understand agent states · Understand agent states, RONA state · Checked 2026-09-30
29. 29
    Default RONA timeouts for digital channels are 30 seconds for chat, 300 seconds for email and 30 seconds for social. Each can be set from 1 to 6,000 seconds.

    Manage RONA timeouts · Manage RONA timeouts, channel timeout table · Checked 2026-09-30
30. 30
    Cisco's own pages expand RONA three different ways: 'Redirection on No Answer' (Manage RONA timeouts), 'Ring No Answer' (Understand agent states) and 'Route on No Answer' (Troubleshoot and Understand RONA Issues).disputed

    Manage RONA timeouts · Manage RONA timeouts, introduction; Understand agent states, RONA; Troubleshoot and Understand RONA Issues, introduction · Checked 2026-09-30
31. 31
    When RONA occurs, the contact is returned to the queue.

    Understand agent states · Understand agent states, RONA state · Checked 2026-09-30
32. 32
    For RONA cases, Cisco asks administrators to collect: the ANI or session ID of the failed call, the exact timestamp, agent details, screenshots, the Agent Desktop error report (Ctrl+Shift+2), the percentage of calls affected, and whether the problem is site-specific or can be reproduced.

    Troubleshoot and Understand RONA Issues in Webex Contact Center · Troubleshoot and Understand RONA Issues, data to collect for Cisco support · Checked 2026-09-30
33. 33
    The telephony RONA timeout defaults to 18 seconds and can be set from 1 to 120 seconds.

    Manage RONA timeouts · Manage RONA timeouts, channel timeout table, Telephony row · Checked 2026-09-30
34. 34
    RONA timeouts are set at tenant level in Control Hub under Services > Contact Center > Tenant settings > Desktop, not on each queue.

    Manage RONA timeouts · Manage RONA timeouts, configuration steps · Checked 2026-09-30
35. 35
    Non-skill-based queues offer the Longest Available, Circular and Linear (top-down) routing patterns. Skill-based queues offer Longest Available and Best Available.

    Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing, Non-skill-based queues and Skill-based queues, routing options · Checked 2026-09-30
36. 36
    At sign-in, the agent chooses how to take calls: Desktop (browser WebRTC), Extension (a Webex Calling extension) or Dial Number.

    Sign in to Agent Desktop · Sign in to Agent Desktop, interaction preferences · Checked 2026-09-30
37. 37
    A skill profile is a set of skills with assigned values. It can be assigned to an agent-based team or to an individual agent.

    Manage skill profile in Webex Contact Center · Manage skill profile, introduction · Checked 2026-09-30
38. 38
    There are four skill types: Boolean (true or false), Enum (predefined values of up to 20 characters), Proficiency (0 to 10) and Text (free-form, up to 40 characters, must match).

    Manage skill definitions in Webex Contact Center · Manage skill definitions, skill types · Checked 2026-09-30
39. 39
    At Agent Desktop sign-in, the agent picks one team from the Team drop-down list.

    Sign in to Agent Desktop · Sign in to Agent Desktop, sign-in steps, Team drop-down · Checked 2026-09-30
40. 40
    A multimedia profile set on a team overrides the site-level multimedia profile.

    Manage teams in Webex Contact Center · Manage teams, team attributes, Multimedia Profile field · Checked 2026-09-30
41. 41
    Inbound telephony queues require at least one call distribution group.

    Create queues and configure routing patterns · Create queues and configure routing patterns, Channel type · Checked 2026-09-30
42. 42
    Queue Contact and Queue To Agent take priorities P1 to P9, with P1 the highest. If a priority variable returns an invalid value, the priority defaults to 10.

    Build and manage flows with Flow Designer · Build and manage flows with Flow Designer, Queue Contact activity and Queue To Agent activity, Priority · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Troubleshooting Webex Contact Center calls that wait in queue with agents available. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-calls-not-reaching-agents

@misc{warmtransfer-wxcc-calls-not-reaching-agents,
  title  = {Troubleshooting Webex Contact Center calls that wait in queue with agents available},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-calls-not-reaching-agents},
  note   = {Verified 2026-09-30}
}