Configuration · guide

Building a first Webex Contact Center flow

Webex Contact Center

Verified 2026-09-25 · 71 sources · tier 2–3

For Control Hub administrators with Webex Contact Center admin rights configuring an inbound voice flow.

Webex Contact Center connects inbound voice callers to agents through published Flow Designer flows and configured entry points 1921. This guide steps through creating business hours, defining queues, designing and publishing the routing flow, and testing call delivery to an agent 8482435.

Before you start

Before building the flow, verify the following tenant inventory and voice requirements:

The agents scheduled to receive contacts must already exist as configured users in the organization 57.
A valid Webex Calling subscription is required for agents who use Webex devices or the Webex App 63.
A public dial number in globalized +E.164 format must be available, as extension numbers cannot be assigned directly to entry points 16.
The tenant must have at least one active PSTN connection to place and receive calls 64.
Note the site to which your agents belong, because a team's site assignment cannot be modified after the team is created 59.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How should queued calls choose an agent?

Does the flow offer the caller a menu?

Two questions. One permanent page you can send to your manager.

Step 1 Confirm the prerequisites

Do

Verify that the assigned user accounts exist, that a +E.164 number is available in Control Hub, and that the agent site assignment is determined 571659.

Verify

Ensure the dial number displays in globalized +E.164 format and that candidate agent accounts appear when viewing user lists 5716.

Rollback

Suggested rollback: No configuration changes are made in this step.

Step 2 Create business hours

Do

In Control Hub, navigate to Services > Contact Center > Customer Experience > Business Hours 8. Configure the required business hours entity and assign the appropriate timezone 12. Define working hours with one or more shifts per day, ensuring shift time ranges do not overlap 11. Add any required holidays or overrides, which can recur daily, weekly, monthly, or yearly 6. If holiday lists or overrides contain overlapping dates, rank them by drag and drop so the higher-ranked item takes precedence 10.

Verify

Confirm that the business hours record saves without overlap errors and appears in the Business Hours list 11.

Rollback

Delete the configured working hours or holiday entity 7. Note that working hours associated with other entities cannot be deleted until those references are removed, while deleting a holiday list automatically removes associated references 7.

Step 3 Prepare the agents the queue will route to

Team queue: any available agent on designated teams

Do

Navigate to Services > Contact Center > User Management > Teams and select Create new team 58. Select the site and choose the agent-based team type 5961. Select configured agents from the drop-down list to add them to the team 57.

Verify

Confirm that the team record reflects the assigned site and displays the selected agents 5759.

Rollback

Suggested rollback: Remove the assigned agents from the team or delete the team record.

Skill-based queue: agents whose skills meet call requirements

Do

Navigate to Services > Contact Center > User Management > Skill Management and click Create a skill 53. Define the skill type as Boolean, Enum, Proficiency from 0 through 10, or Text of up to 40 characters 56. Go to User Management > Skill Profile > Create Skill Profile, define the values for the skills, and assign the profile to an agent-based team or individual agents 54. Create the team under Services > Contact Center > User Management > Teams > Create new team, selecting the site and attaching the skill profile so member agents receive it 595860.

Verify

Verify that the skill profile lists the configured skill values and that agents assigned to the team inherit the profile 5460.

Rollback

Suggested rollback: Remove the skill profile assignment from the agents or team, then delete the skill profile and skill definitions.

Step 4 Create the queue

Team queue: any available agent on designated teams

Do

Navigate to Services > Contact Center > Customer Experience > Queues and click Create queue 48. Provide a name up to 80 characters, select contact direction Inbound, choose channel type Telephony, and enter a service level threshold and maximum time in queue 49. Note that contacts are terminated if maximum time in queue expires 47. Configure non-skill-based agent assignment, which defaults to the Circular routing pattern 50. Add at least one call distribution group containing the configured team 43. For any additional distribution group added, specify the interval in seconds before the queue advances to it 44.

Verify

Confirm that the queue saves successfully with the team assigned to the primary call distribution group 43.

Rollback

Set the queue state to inactive and delete it 46. A queue must be in an inactive state before it can be deleted 46.

Skill-based queue: agents whose skills meet call requirements

Do

Navigate to Services > Contact Center > Customer Experience > Queues and click Create queue 48. Enter a name up to 80 characters, choose contact direction Inbound, select channel type Telephony, and set the service level threshold and maximum time in queue 49. Contacts terminate when the maximum time in queue expires 47. Select skill-based routing and choose either Longest Available or Best Available 50. Choose whether to assign skills to the queue directly or assign skills in flows 51. Add the team holding the skill profile to a call distribution group 43.

Verify

Confirm that the queue saves with skill-based routing active and reflects your skill assignment selection 51.

Rollback

Set the queue state to inactive and delete the queue record 46.

Step 5 Create the flow and add the Business Hours check

Do

In Control Hub, go to Contact Center > Customer Experience > Flows, then select Manage Flows > Create Flows 24. Start from a blank canvas or use the Simple Inbound Call to Queue template 30. On the Main Flow tab, begin downstream of the NewPhoneContact start event 2627. Add a Business Hours activity to handle both operational and non-operational hours within this single flow 5. Select the business hours entity from the Business Hours activity settings 4. Connect the Working Hours output path toward the downstream call handling activities 4. Connect the Holidays, Overrides, and Default output paths to a Play Message activity configured with a closed prompt, followed by a Disconnect Contact activity 425.

Verify

Verify that every output path of the Business Hours activity is connected to an activity on the canvas 431.

Rollback

Suggested rollback: Remove the Business Hours activity and disconnected elements from the Flow Designer canvas prior to publishing.

Step 6 Greet the caller or offer a menu

No: play a greeting and queue straight away

Do

Connect a Play Message activity to the Working Hours output path of the Business Hours activity 4. Configure the Play Message activity with your opening welcome greeting 35.

Verify

Suggested check: Verify that the Play Message activity is connected to the Working Hours output path of the Business Hours activity.

Rollback

Suggested rollback: Delete the Play Message activity from the canvas before publishing.

Yes: play a DTMF menu before queueing

Do

To restrict retries, wire timeout and unmatched paths into a Set Variable activity that increments a counter, follow it with a Condition activity, and route exceeded attempts to a Play Message and Disconnect Contact activity 41.

Verify

Suggested check: Verify that the menu links and retry handling activities are connected to downstream paths on the canvas.

Rollback

Suggested rollback: Remove the menu-handling activities added in this step.

Step 7 Queue the contact

Team queue: any available agent on designated teams

Do

Place a Queue Contact activity on the canvas downstream of the greeting or menu links 45. In the Queue Contact activity settings, select Static Queue 29. In the Queue drop-down list, select your active inbound team queue 2945.

Verify

Verify that the Queue Contact activity displays your configured team queue in the Queue selection field 29.

Rollback

Suggested rollback: Remove or reconfigure the Queue Contact activity on the canvas prior to publishing.

Skill-based queue: agents whose skills meet call requirements

Do

Place a Queue Contact activity on the canvas and choose Static Queue with your skill-based queue 29. In the skill requirements section that appears, define the required skill criteria if skill assignment in flows was chosen in queue configuration 285134. If desired, configure a skill relaxation rule in the relaxation section to modify skill criteria after a specified queue duration 2855.

Verify

Verify that the skill requirement section is configured with skill values that match at least one agent's profile 2834.

Rollback

Suggested rollback: Remove or modify the Queue Contact activity settings before publishing.

Step 8 Validate and publish

Do

Toggle flow validation on in Flow Designer and address any structural or connector errors 3165. Click Publish Flow once validation passes and the Publish button becomes enabled 31. Note that the Latest label is automatically applied 38. Optionally assign a version label such as Live, Test, or Dev 62. WarmTransfer's reading of the sources is that publishing initially with a Test label to validate against a test entry point avoids premature exposure to production calls 37.

Verify

Confirm that the Publish button activates without validation errors and that the published flow version displays your chosen version label 3162.

Rollback

Map the entry point back to a previous version label to revert call handling 36.

Step 9 Create the entry point and map the number, flow and version

Do

Navigate to Services > Contact Center > Customer Experience > Channels and click Create 17. Enter a channel name containing alphanumeric characters, underscores, or hyphens, up to 80 characters 18. Set the Channel Type to Inbound Telephony 23. Configure the Timezone used for business hours calculations on this channel 22. Enter a value for the required Service Level Threshold field 20. In the Routing Flow field, select the configured flow and specify the appropriate Version label 1936. Under Support Number, select your provisioned +E.164 dial number 2116.

Verify

Confirm that the channel record saves and shows the assigned +E.164 number, routing flow, and version label 33.

Rollback

To stop routing calls into the flow without deleting the entry point, remap the channel to an alternative routing flow or version label 36. To delete the channel entirely, set its state to inactive first, as active channels cannot be deleted 15.

Step 10 Place a test call to an agent

Team queue: any available agent on designated teams

Do

Webex Contact Center Agent Desktop. 1 Header. 2 State selector. 3 Outdial (phone icon). 4 User profile (Profile Settings and Sign Out). 5 Navigation bar. 6 Task list. 7 Interaction control pane. 8 Hold/Resume. 9 Consult. 10 Transfer. 11 Conference. 12 Pause/Resume Recording. 13 End. 14 Auxiliary information pane. 15 Wrap Up Reasons dialog (opens after End). Schematic, not to scale.

Open the Agent Desktop URL provided by your administrator in a supported browser 166. Under Handle calls using, choose Desktop, Extension, or Dial Number 2. Select your configured team from the Team drop-down list and complete sign-in 1. Set the agent state to Available in the Agent Desktop header 3567. Place a test call from an external phone to the support number during working hours 35.

Verify

Confirm that the prompt plays and the inbound contact is offered to the agent on Agent Desktop 35.

Rollback

Suggested rollback: Sign the agent out from Agent Desktop using the user profile menu.

Skill-based queue: agents whose skills meet call requirements

Do

Sign an agent in to Agent Desktop, select the team configured with the skill profile, and change status to Available 1235. Execute the skill routing test with a requirement the agent meets, a requirement above the agent's value, and a relaxation rule 34. Dial the support number with the flow requirement set to a level the agent meets 34. Raise the skill requirement above the agent's value, republish the flow, and dial the support number again 34. Add a relaxation rule, republish, and dial again 34.

Verify

Verify that the call is offered in the first test, waits in the second test, and is offered after the relaxation interval in the third test 34.

Rollback

Suggested rollback: Restore the original skill requirement values in the flow and republish.

Step 11 Test the closed-hours path and the caller-input paths

No: play a greeting and queue straight away

Do

In Control Hub under Business Hours, apply an override to force a closed state 9. Place a call to the support number 9. Reset the business hours override back to None 9.

Verify

Verify that the closed message plays and the contact disconnects during the override, and that normal greeting playback resumes once the override is removed 9.

Rollback

Ensure the business hours override in Control Hub is set back to None 9.

Yes: play a DTMF menu before queueing

Do

In Control Hub under Business Hours, apply an override to force closed hours, dial the support number to test the closed path, and reset the override to None 9.

Verify

Suggested check: Place test calls during working hours to verify that menu branches route correctly and that timeout or invalid inputs follow expected retry handling.

Rollback

Verify that the business hours override is returned to None 9.

Applicability

Applies to: Cisco Webex Contact Center, Cisco Calling Plan, Cisco Webex Contact Center Agent Desktop with Webex App, Cisco Webex Contact Center Agent Desktop, Cisco Webex Contact Center PSTN, and Cisco Webex Contact Center with Webex Calling. Deployments: multi-tenant. Sources checked 2026-09-25. The Desktop WebRTC option is not available for customers hosted in the Japan data center 68. Cisco Calling Plan support with Webex Contact Center is restricted to regions where Webex Calling supports service numbers and for trial environments 69. Webex Contact Center PSTN is available only in the contiguous United States and Canada 70. Managing Webex Calling calls directly from Agent Desktop requires Webex App 44.12 or later 71.

What remains uncertain

The exact deletion constraints when deleting an active or referenced flow are not covered by the sources below. Similarly, deletion constraints for skill profiles and skill definitions are not covered by the sources below. How the entry point channel timezone and the business hours entity timezone interact when configured differently is not covered by the sources below.

Sources

1
At Agent Desktop sign-in the agent chooses a team from the Team drop-down list, and signs in at a URL provided by the administrator.
Sign in to Webex Contact Center Desktop · Sign in to Desktop; station login, Team field · Checked 2026-09-25
2
At Agent Desktop sign-in the agent picks how to handle calls: Desktop (WebRTC in the browser), Extension (a Webex Calling extension) or Dial Number (a Webex Calling dial number).
Sign in to Webex Contact Center Desktop · Sign in to Desktop; Handle calls using · Checked 2026-09-25
3
Agents get their skills from a skill profile assigned to them.
Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing; Skill-based routing, agent skills · Checked 2026-09-25
4
The Business Hours activity is pointed at a preconfigured business hours entity and has output paths for Working Hours, Holidays, Overrides and Default; the Cisco lab sends Working Hours to the welcome prompt and the other three to a closed message and disconnect.
Mission 3: Using Business Hours - Tech Summit Labs · Mission 3; Business Hours configuration and build steps · Checked 2026-09-25
5
The Business Hours activity lets one flow per entry point handle both operational and non-operational hours.
What's New in Webex Contact Center · What's new; February 7, 2023 entry 'Enhance scheduling experience using Business Hours' · Checked 2026-09-25
6
Business hours in Webex Contact Center centrally manage working hours, holidays and overrides, each of which can recur daily, weekly, monthly or yearly.
Set up business hours for Webex Contact Center · Set up business hours; overview · Checked 2026-09-25
7
Working hours that are associated with other entities cannot be deleted, whereas deleting a holiday list that is associated with other entities removes those references.
Set up business hours for Webex Contact Center · Set up business hours; Delete working hours / Delete holidays · Checked 2026-09-25
8
Business hours are configured in Control Hub under Services > Contact Center > Customer Experience > Business Hours.
Set up business hours for Webex Contact Center · Set up business hours; create working hours procedure · Checked 2026-09-25
9
The Cisco lab tests the closed-hours branch by applying an override to the business hours in Control Hub, calling the support number, then setting the override back to None.
Mission 3: Using Business Hours - Tech Summit Labs · Mission 3; Testing · Checked 2026-09-25
10
When holiday lists or overrides have overlapping dates, the administrator ranks them by drag and drop and the higher-ranked item takes precedence.
Set up business hours for Webex Contact Center · Set up business hours; Holidays and Overrides priority · Checked 2026-09-25
11
Working hours can contain one or more shifts within a day, and shift time ranges cannot overlap.
Set up business hours for Webex Contact Center · Set up business hours; Working hours · Checked 2026-09-25
12
A timezone is required when setting up business hours, and an override uses the same timezone as the business hours.
Set up business hours for Webex Contact Center · Set up business hours; Timezone field and Overrides · Checked 2026-09-25
13
In a team-based queue, call distribution groups define levels of teams whose agents become eligible for the queue's contacts over configured intervals of time.
Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing; Call Distribution Groups · Checked 2026-09-25
14
The channel article recommends using business hours inside the flow, with a configured Business Hours activity, rather than relying on the entry point alone for schedule-based routing.
Set up a channel · Set up a channel; Routing Flow / business hours note · Checked 2026-09-25
15
A channel in an active state cannot be deleted; it must be deactivated first.
Set up a channel · Set up a channel; Delete a channel · Checked 2026-09-25
16
Only PSTN numbers in globalized +E.164 format can be mapped to entry points; extension numbers are not supported.
Set up a channel · Set up a channel; Support Number section · Checked 2026-09-25
17
Webex Contact Center channels (entry points) are created in Control Hub under Services > Contact Center > Customer Experience > Channels by clicking Create.
Set up a channel · Set up a channel; voice channel creation procedure · Checked 2026-09-25
18
A channel name can contain alphanumeric characters, underscores and hyphens, up to 80 characters.
Set up a channel · Set up a channel; Name field description · Checked 2026-09-25
19
The channel Routing Flow field is where you choose the flow, from the flows under Customer Experience > Flows, that handles contacts arriving at the entry point.
Set up a channel · Set up a channel; Routing Flow field · Checked 2026-09-25
20
Service Level Threshold is a required channel field, and the channel article states it has no functional impact on the system's calculations.
Set up a channel · Set up a channel; Service Level Threshold field · Checked 2026-09-25
21
For an inbound telephony channel, the dial numbers callers reach are selected in the channel's Support Number section.
Set up a channel · Set up a channel; Support Number section · Checked 2026-09-25
22
The channel Timezone field sets the time zone that business hours use for that entry point.
Set up a channel · Set up a channel; Timezone field · Checked 2026-09-25
23
For a voice entry point the channel type choices are Inbound Telephony and Outbound Telephony; a first inbound flow uses Inbound Telephony.
Set up a channel · Set up a channel; Channel Type field · Checked 2026-09-25
24
A new flow is created in Control Hub under Contact Center > Customer Experience > Flows, then Manage Flows > Create Flows.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Create a flow · Checked 2026-09-25
25
The Disconnect Contact activity ends the call and is needed to disconnect a caller when no agent joins.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Disconnect Contact activity · Checked 2026-09-25
26
The Flow Designer canvas has two tabs, Main Flow and Event Flows, that separate execution paths.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; canvas overview · Checked 2026-09-25
27
For voice, the main flow starts from the NewPhoneContact start event.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Start activity / NewPhoneContact · Checked 2026-09-25
28
When the queue selected in Queue Contact uses skill-based routing, extra sections appear in the activity to configure skill requirements and skill relaxation.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Queue Contact activity, skill requirements · Checked 2026-09-25
29
In the Queue Contact activity, Static Queue routes contacts to the single queue chosen in the Queue drop-down list.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Queue Contact activity · Checked 2026-09-25
30
The Cisco lab builds its first flow from the Simple Inbound Call to Queue template chosen at Flows > Manage Flows > Create Flows.
Mission 1: Basic Call Routing (Flow Template, TTS, Language) - Tech Summit Labs · Mission 1; flow template creation step · Checked 2026-09-25
31
If the flow validation toggle is off the Publish button stays disabled, and after validation is enabled Publish stays disabled until all flow errors are resolved.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Flow validation · Checked 2026-09-25
32
The Queue Contact activity can instead use Variable Queue, which selects the queue dynamically from a queue variable.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Queue Contact activity · Checked 2026-09-25
33
The Cisco lab publishes the flow with the Latest label, then on the channel sets Routing flow to that flow, Music on hold to defaultmusic_on_hold.wav and Version label to Latest, and saves.
Mission 1: Basic Call Routing (Flow Template, TTS, Language) - Tech Summit Labs · Mission 1; flow publishing and channel mapping steps · Checked 2026-09-25
34
The Cisco skill-based routing lab tests a skill queue three ways: a requirement the agent meets (call is offered), a requirement above the agent's value (call waits in queue), and a relaxation rule after a short wait (call is then offered).
Mission 2: Skill-Based Routing - Tech Summit Labs · Mission 2; Parts 1 to 3 and testing · Checked 2026-09-25
35
The Cisco lab tests a new flow by signing an agent in to the Webex Contact Center Desktop, setting the agent Available, calling the support number and checking that the welcome prompt plays and the call is offered to the agent.
Mission 1: Basic Call Routing (Flow Template, TTS, Language) - Tech Summit Labs · Mission 1; testing step · Checked 2026-09-25
36
A version label can be mapped to an entry point so that new flow versions can be developed and tested without affecting production calls.
What's New in Webex Contact Center · What's new; February 6, 2024 entry 'Apply version labels to a flow' · Checked 2026-09-25
37
Mapping a Test or Dev version label to a separate test entry point, before moving the production entry point, is likely the safest way to test a first flow; Cisco describes labels as a way to test without affecting production calls but does not prescribe this setup.inferred
What's New in Webex Contact Center · What's new; February 6, 2024 entry 'Apply version labels to a flow' · Checked 2026-09-25
38
Latest is the default version label and cannot be removed from a flow version during publishing.
What's New in Webex Contact Center · What's new; February 6, 2024 entry 'Apply version labels to a flow' · Checked 2026-09-25
39
The Menu activity builds an IVR experience in a flow by playing a prompt that lets the caller enter a DTMF digit.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Voice activities > Menu · Checked 2026-09-25
40
The Menu activity's No-Input Timeout output is the error path taken after the entry timeout elapses, and the timeout duration is set in the activity's Advanced Settings.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Voice activities > Menu > output paths and Advanced Settings · Checked 2026-09-25
41
A Cisco technote retries a menu a fixed number of times by wiring the timeout and unmatched-entry outputs to a Set Variable that increments a counter, a Condition that checks the counter, and a final Play Message and Disconnect Contact.
Configure Counter in Menu Block for Webex Contact Center Flows · Technote 217379; Configure section · Checked 2026-09-25
42
The Menu activity's Unmatched Entry output is the error path taken when the caller enters a DTMF digit that is not configured in Custom Menu Links.
Build and manage flows with Flow Designer · Build and manage flows with Flow Designer; Voice activities > Menu > output paths · Checked 2026-09-25
43
A telephony queue needs at least one call distribution group, built by choosing one or more teams in the Group dialog.
Create queues and configure routing patterns · Create queues and configure routing patterns; Call distribution · Checked 2026-09-25
44
Each additional call distribution group has a time in seconds after which the queue moves on to that group when agents in the earlier group are not available.
Create queues and configure routing patterns · Create queues and configure routing patterns; Call distribution, group time setting · Checked 2026-09-25
45
The Queue Contact activity places a contact into an active inbound queue in the organization so it can be matched and routed to an agent in that queue.
Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing; Queue Contact · Checked 2026-09-25
46
A queue must be in an inactive state before it can be deleted.
Create queues and configure routing patterns · Create queues and configure routing patterns; Delete a queue · Checked 2026-09-25
47
Maximum time in queue is the time after which the queued contact, of any media type, is terminated.
Create queues and configure routing patterns · Create queues and configure routing patterns; Maximum time in queue · Checked 2026-09-25
48
Queues are created in Control Hub under Services > Contact Center > Customer Experience > Queues by clicking Create queue.
Create queues and configure routing patterns · Create queues and configure routing patterns; Create a queue · Checked 2026-09-25
49
A queue requires a name of up to 80 characters, a contact direction (Inbound or Outdial), a channel type, a service level threshold and a maximum time in queue.
Create queues and configure routing patterns · Create queues and configure routing patterns; General settings · Checked 2026-09-25
50
Queue routing patterns include Longest Available (agent available longest), Best Available (highest proficiency in the required skill) and Circular, the default for non-skill-based queues with agent assignment.
Create queues and configure routing patterns · Create queues and configure routing patterns; Routing patterns · Checked 2026-09-25
51
For a skill-based queue, skill requirements are either assigned to the queue once, so only agents meeting them can take its contacts, or assigned in flows, so each flow that uses the queue sets its own requirements.
Create queues and configure routing patterns · Create queues and configure routing patterns; Assign skills to queues / Assign skills in flows · Checked 2026-09-25
52
Skill-based routing sends each contact to agents who have the skills that the contact requires.
Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing; Skill-based routing · Checked 2026-09-25
53
Skill definitions are created under Services > Contact Center > User Management > Skill Management by clicking Create a skill.
Manage skill definitions (Webex Contact Center) · Skill definitions; Create a skill · Checked 2026-09-25
54
A skill profile is a set of skills with assigned values that is assigned to an agent-based team or to an individual agent, and it is created under User Management > Skill Profile > Create Skill Profile.
Manage skill profiles (Webex Contact Center) · Skill profiles; overview and Create a skill profile · Checked 2026-09-25
55
Skill relaxation replaces a contact's original skill requirements with a modified set after configured time intervals in queue.
Understand Routing and Queueing in Webex Contact Center · Understand Routing and Queueing; Skill relaxation · Checked 2026-09-25
56
Skill definitions come in four types: Boolean, Enum, Proficiency (a value from 0 through 10) and Text (up to 40 characters).
Manage skill definitions (Webex Contact Center) · Skill definitions; skill types · Checked 2026-09-25
57
Agents are added to a team by selecting them from a drop-down list, which only offers agents that the organization's administrator has already configured.
Manage teams (Webex Contact Center) · Manage teams; Agents field · Checked 2026-09-25
58
A team is a group of agents associated with a site, created under Services > Contact Center > User Management > Teams > Create new team.
Manage teams (Webex Contact Center) · Manage teams; overview and Create a team · Checked 2026-09-25
59
A team's site is chosen at creation and cannot be edited later.
Manage teams (Webex Contact Center) · Manage teams; Site field · Checked 2026-09-25
60
When an agent is added to a team, the agent is assigned the team's skill profile.
Manage teams (Webex Contact Center) · Manage teams; Skill profile field · Checked 2026-09-25
61
A team is either agent-based, with specific agents assigned, or capacity-based, with no specific agents assigned.
Manage teams (Webex Contact Center) · Manage teams; Team type · Checked 2026-09-25
62
When a flow is published, a version label such as Live, Test or Dev can be attached to the new flow version.
What's New in Webex Contact Center · What's new; February 6, 2024 entry 'Apply version labels to a flow' · Checked 2026-09-25
63
A valid Webex Calling subscription is required for contact centre agents who use Webex devices or the Webex App.
Set up voice channels for Webex Contact Center · section Verification of Webex Subscriptions and Licensing · Checked 2026-09-24
64
A Webex Contact Center tenant must be connected to the PSTN and must have at least one PSTN connection to receive and place calls, so the telephony setting alone does not make a tenant able to take calls.
Set up voice channels for Webex Contact Center · Connect to Webex Calling Services - PSTN Services · Checked 2026-09-16
65
Flow validation checks expressions for structural errors only and cannot evaluate a function or check that a variable resolves to the expected value.
Build and manage flows with Flow Designer · Flow Designer, validate a flow · Checked 2026-09-15
66
The Agent Desktop system requirements list Chrome 144 or later, Microsoft Edge 144 or later and Firefox 140 or later as the supported agent browsers, and recommend the latest stable version of each.
System requirements for Webex Contact Center Desktop · System requirements for Webex Contact Center Desktop; supported browsers table · Checked 2026-09-23
67
The horizontal header across the top of Agent Desktop holds the availability state, outdial, notifications and access to the user profile.
Get started with Agent Desktop · Get started with Agent Desktop; desktop layout, Horizontal header · Checked 2026-09-23
68
The Desktop WebRTC option is not available for customers hosted in the Japan data center.
Set up voice channels for Webex Contact Center · WebRTC Configuration · Checked 2026-09-16
69
Cisco Calling Plan is supported with Webex Contact Center only in regions where Webex Calling supports service numbers and for Webex Contact Center trials, with Cisco operating as the PSTN carrier in a single bill.
Set up voice channels for Webex Contact Center · Connect to Webex Calling Services - PSTN Services - Cisco Webex Calling Plan · Checked 2026-09-16
70
Webex Contact Center PSTN is available in the contiguous United States and Canada only, with Cisco acting as the PSTN carrier, and it does not support international dialing.
Set up voice channels for Webex Contact Center · Connect to Webex Calling Services - PSTN Services - Webex Contact Center PSTN · Checked 2026-09-16
71
Managing Webex Calling calls from Agent Desktop requires Webex App 44.12 or later, requires Webex Calling to be turned on in Control Hub, and applies when the agent signs in with Dial Number or Extension.
Optimize Webex Contact Center Desktop call notifications · Using Webex App for calls · Checked 2026-09-16

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 25). Building a first Webex Contact Center flow. WarmTransfer. https://warmtransfer.net/guides/wxcc-first-flow-setup

BibTeX

@misc{warmtransfer-wxcc-first-flow-setup,
  title  = {Building a first Webex Contact Center flow},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-first-flow-setup},
  note   = {Verified 2026-09-25}
}