Configuration · guide

Setting up queue overflow and distribution groups in Webex Contact Center

Webex Contact Center

Verified 2026-10-01 · 73 sources · tier 2–4

For Webex Contact Center administrators who build queues in Control Hub and routing flows in Flow Designer.

In Webex Contact Center, a telephony queue routes through call distribution groups, and when no agents are available each group's Add group after value sets how long the contact waits before the next group's teams are added to the teams already eligible 27 41. A flow can also re-queue a waiting contact by attaching another Queue Contact activity, which removes the contact from the current queue and adds it to a new one 48.

Before you start

Queues are created in Control Hub under Services > Contact Center > Customer Experience > Queues, then Create queue 33.
In Control Hub, the Supervisor role can reach only business hours (shifts, holidays and overrides) 54.
The tenant queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type 55.
The tenant limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user 56.
At least one Call Distribution Group is mandatory when creating a telephony queue, so have the teams for each group ready 26.
In team-based queues, an agent is eligible only when the team they are logged in to is assigned to the queue 57.
An entry point is the association of an inbound telephone number with an IVR service flow, and an inbound telephony entry point is assigned its routing flow from a drop-down list in its settings 58 59.
For testing, a supervisor can assign or unassign agents to a queue from the queue's ellipsis menu in the Actions column of Supervisor Desktop 52.

What changes by situation

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

How should callers who wait too long reach more agents?

How does the first queue choose an agent?

What should happen when a call distribution group has no available agents?

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

Step 1 Check limits, teams and access to Queues

Do

Count your existing queues against the limits of 500 skill-based and 10,500 team-based queues 55. Confirm the teams for every group exist and that you stay within 3,000 agent-based teams and 50 active capacity-based teams 56. Open Services > Contact Center > Customer Experience > Queues in Control Hub 33.

Verify

The Queues page offers Create queue 33. Suggested check: confirm every team you plan to use appears in the team list before you continue.

Step 2 Create the first queue and choose its routing type

Team-based with longest available agent

Do

Under Services > Contact Center > Customer Experience > Queues, click Create queue 33. Enter a name of at most 80 characters 32. Set the contact direction to inbound, where a customer contact waits before assignment to an agent 30. Leave the Use skills-based routing for this queue switch off 36. With team assignment and no skills-based routing, the routing pattern is longest available, which picks the agent who has been available the longest 38.

Verify

Suggested check: open the new queue and confirm it uses team assignment with skills-based routing off.

Rollback

A queue must be in an inactive state before it can be deleted, so set it inactive and then delete it 29.

Skills-based with longest available or best available

Do

Under Services > Contact Center > Customer Experience > Queues, click Create queue, enter a name of at most 80 characters and set the contact direction to inbound 33 32 30. Turn on Use skills-based routing for this queue, and choose whether skills are assigned to the queue or in each flow that uses it 36. This choice cannot be changed after the queue is created 34. Choose longest available or best available, where best available picks the agent with the highest proficiency in the required skill 35. Best available routing scores agents on skills, picks the highest score, and breaks ties by longest available 39.

Verify

Suggested check: open the new queue and confirm the skills assignment mode and routing pattern match your choice.

Rollback

A queue must be in an inactive state before it can be deleted, so set it inactive and then delete it 29. Because the skills assignment choice cannot be changed after creation, a wrong choice means creating the queue again 34.

Step 3 Build the call distribution groups and their delays

Add more call distribution groups inside one queue

Do

In the queue's call distribution section, click Create a group: the first group's Priority starts at 1, and you select one or more teams for it 25. Add further groups, and Priority increments with each additional group 25. In each group, set Add group after, in seconds, which sets the switch time to move to the next group when agents are not available 27. When no matching agent is found, the contact is parked for the configured duration and routing then expands to the next group 42. Expansion is cumulative: the next group's teams are added to the teams already eligible, until a match is found or all groups are expanded 41. Skills-based queues with team assignment also group teams into call distribution groups with configurable delays 50.

Verify

Suggested check: confirm the groups are listed in priority order, each with its teams and its seconds value.

Rollback

Edit the queue and remove the extra groups, keeping at least 1, because at least one Call Distribution Group is mandatory for a telephony queue 26.

Overflow from the flow into a second queue

Do

Click Create a group and select your primary teams; this group's Priority starts at 1 25. At least one Call Distribution Group is mandatory when creating a telephony queue 26.

Verify

Suggested check: confirm the queue has exactly one group and that it holds the primary teams.

Rollback

Suggested rollback: edit the group and restore its previous teams.

Add groups inside the first queue then overflow to a second queue

Do

Click Create a group for each tier of teams; Priority starts at 1 and increments with each additional group 25. In each group, set Add group after, in seconds, the switch time to the next group when agents are not available 27. Each new group's teams are added to the teams already eligible 41. When the flow later re-queues the contact, it is removed from this queue 48.

Verify

Suggested check: write down how many seconds pass before the last group is added, and plan the overflow wait in the flow to be longer than that.

Rollback

Edit the queue and remove the extra groups, keeping at least 1, because at least one Call Distribution Group is mandatory for a telephony queue 26.

Step 4 Set service level, maximum time in queue and queue music

Add more call distribution groups inside one queue

Do

Set Service level threshold, the time a contact can wait before the system flags it as outside the service level 37. Set Maximum time in queue, the time after which the contact is terminated 31. Choose Default music in queue, the .wav file played to calls when they arrive or wait in the queue 28.

Verify

Suggested check: confirm the maximum time in queue is longer than the total delay before the last group is added.

Rollback

Suggested rollback: edit the queue and restore the previous values.

Overflow from the flow into a second queue

Do

Set the first queue's Service level threshold, Maximum time in queue and Default music in queue 37 31 28. WarmTransfer's reading of the sources is that, because Maximum time in queue terminates the contact, the first queue's maximum time must be longer than the flow's overflow wait, or callers are disconnected before they overflow 21.

Verify

Suggested check: confirm the first queue's maximum time in queue is greater than the overflow wait you plan for the flow.

Rollback

Suggested rollback: edit the queue and restore the previous values.

Add groups inside the first queue then overflow to a second queue

Do

Set Service level threshold, Maximum time in queue and Default music in queue 37 31 28. WarmTransfer's reading of the sources is that, because Maximum time in queue terminates the contact, the first queue's maximum time must be longer than the flow's overflow wait, or callers are disconnected before they overflow 21.

Verify

Suggested check: confirm the maximum time in queue is greater than both the delay before the last group is added and the planned overflow wait.

Rollback

Suggested rollback: edit the queue and restore the previous values.

Step 5 Create the overflow queue

Add more call distribution groups inside one queue

Do

Skip this step, because group expansion adds each next group's teams to the teams already eligible within the same queue 41.

Verify

Suggested check: confirm no second queue was created for this traffic.

Overflow from the flow into a second queue

Do

Create a second queue under Services > Contact Center > Customer Experience > Queues with the inbound contact direction 33 30. Give it at least one Call Distribution Group with the overflow teams 26. Set its own Service level threshold and Maximum time in queue 37 31. A capacity-based team directs voice calls to a direct number whose capacity sets how many calls it handles concurrently, without agents signing in 40. Capacity-based teams are meant for voice mailboxes or agent groups that Webex Contact Center does not manage, so Contact Center desktop agents do not receive their calls 60.

Verify

Suggested check: confirm both queues appear in the queue list.

Rollback

Suggested rollback: remove every flow reference to the second queue before you deactivate it. A queue must be in an inactive state before it can be deleted 29.

Add groups inside the first queue then overflow to a second queue

Do

Verify

Suggested check: confirm both queues appear in the queue list.

Rollback

Suggested rollback: remove every flow reference to the second queue before you deactivate it. A queue must be in an inactive state before it can be deleted 29.

Step 6 Configure the first Queue Contact activity

Team-based with longest available agent

Do

In the flow's Queue Contact activity, select the first queue as a static queue, or choose it with a Queue variable and set a Fallback Queue for an invalid queue ID 15. To rank this traffic, turn on Set Contact Priority and choose a static level from P1 (highest) to P9 (lowest), or a flow variable 14. Contacts queued without an explicit priority get a default priority of 10, the lowest 46. Among contacts with the same priority, the one that has waited longest is routed first 47. Flow Designer documentation says the highest-priority contact across all queues, voice and digital, is assigned to the next available agent 11.

Verify

Suggested check: open the activity's settings and confirm the queue and priority are the ones you chose.

Rollback

Suggested rollback: turn off the priority setting or restore the previous queue, then publish again.

Skills-based with longest available or best available

Do

In the flow's Queue Contact activity, select the first queue statically or through a Queue variable with a Fallback Queue 15, and set priority from P1 to P9 if needed 14. If the queue takes its skills from flows, add skill requirements, each with skill, condition, value and, for proficiency skills, a weight from 1 to 1000 17. An agent's skills must satisfy all of the contact's current skill requirements before the agent is eligible 61. If Queue Contact is given an invalid skill value, all of that contact's skill requirements and relaxations are dropped 62. To widen the pool over time, set skill relaxation, which reduces or removes requirements once the contact has waited longer than the After waiting in the queue for value in seconds 16. The relaxation threshold defaults to 60 seconds 63. Field reports suggest staged designs, such as a partner blog that lowers the required level after 120 seconds 19.

Verify

Suggested check: open the activity's settings and confirm the skill requirements and the relaxation threshold are present.

Rollback

Suggested rollback: remove the skill requirements or the relaxation, then publish again.

Step 7 Decide how empty groups are handled

Wait out each group's delay anyway

Do

Leave Check Agent Availability off in Queue Contact, so a contact that finds no matching agent is parked for each group's configured duration before routing expands 42. Enabling the toggle is what lets a contact expand immediately through groups with no available agents instead of waiting out each delay 43.

Verify

Suggested check: confirm the availability toggle is off in the activity's settings.

Rollback

Suggested rollback: turn the toggle on and publish again.

Skip groups with no available agents (Check Agent Availability)

Do

Turn on Check Agent Availability in Queue Contact, which excludes teams with no available agents from routing as time in the queue progresses 12. The setting can always check or be driven by a Boolean flow variable 64. For finer control, Advanced Queue Information outputs position in queue, logged-on and available agent counts for the current group and all groups, and CurrentGroup and TotalGroups 4. Escalate Call Distribution Group escalates a queued contact to its next or its last group 5. It fails with CONTACT_NOT_QUEUED if the contact is not queued and FEATURE_NOT_ENABLED if the feature is not enabled in the tenant 6. Flow Designer enforces self-loop limits of 1,500 for Advanced Queue Information and 750 for Escalate Call Distribution Group 65.

Verify

If you use Escalate Call Distribution Group, read its CurrentGroup output, the group where the contact is parked, against TotalGroups, the number of groups in the queue 7. Suggested check: confirm the availability toggle is on in the activity's settings.

Rollback

Suggested rollback: turn the toggle off or remove the escalation activity, then publish again.

Step 8 Build the treatment and overflow logic after Queue Contact

Add more call distribution groups inside one queue

Do

If no matching agent is found, the contact is parked and the flow continues with the activities attached after Queue Contact, such as Play Music or Callback 45. Play Music has a Music Duration setting, the number of seconds the music plays in the queue 66. Routing expands to the next group after each configured duration on its own 42. Cisco recommends a short delay, such as Play Message or Play Music, between Queue Contact and a following HTTP Request so the required data is available 10.

Verify

Suggested check: confirm every outcome of the music loop leads back into the loop or to a defined end.

Rollback

Suggested rollback: remove the loop activities and publish again.

Overflow from the flow into a second queue

Do

After Queue Contact, the parked contact runs the attached activities, such as Play Music or another Queue Contact 45. Set Play Music's Music Duration, in seconds, to build your overflow wait 66. Optionally use Get Queue Info, which returns position and estimated wait time in milliseconds, takes a lookback of 5 to 240 minutes, and takes an Insufficient Information branch when EWT is -1 8. Its estimated wait time does not apply to team-assignment queues whose skills are assigned in the flow 9. Attach a second Queue Contact that targets the overflow queue, which removes the contact from the first queue and adds it to the new one 48. WarmTransfer's reading of the sources is that Cisco's routing article does not say whether priority, skills or accumulated wait time carry over on re-queue, so set them explicitly on the second Queue Contact 23. Queue Contact fails once a contact has exhausted the maximum of 25 entry point and queue transitions 51.

Verify

Suggested check: confirm the second queueing activity follows the timed wait and points at the overflow queue.

Rollback

Suggested rollback: delete the second queueing activity and publish again.

Add groups inside the first queue then overflow to a second queue

Do

After Queue Contact, the parked contact runs the attached activities, such as Play Music or another Queue Contact 45. Set Play Music's Music Duration, in seconds, to build your overflow wait 66. To decide when to overflow, compare the CurrentGroup and TotalGroups outputs of Advanced Queue Information 4. Attach a second Queue Contact that targets the overflow queue, which removes the contact from the first queue 48. WarmTransfer's reading of the sources is that only overflow changes which queue's thresholds and reports apply, because groups widen the pool inside one queue while re-queue moves the contact into a queue with its own settings 20. WarmTransfer's reading of the sources is that Cisco's routing article does not say whether priority, skills or accumulated wait time carry over on re-queue, so set them explicitly on the second Queue Contact 23. Queue Contact fails once a contact has exhausted the maximum of 25 entry point and queue transitions 51.

Verify

Suggested check: confirm the flow overflows only after the last group in the first queue has been added.

Rollback

Suggested rollback: delete the second queueing activity and publish again.

Step 9 Handle the failure paths

Do

Connect every Queue Contact failure output to a treatment, because Queue Contact fails when an agent is already assigned to the contact or when the flow supplies an invalid queue, skill or other configuration 44. It also fails once the contact has exhausted 25 entry point and queue transitions 51. Log FailureCode and FailureDescription, whose codes include INVALID_QUEUE, INVALID_SKILL_VALUE, VTEAM_TRANSITION_LIMIT_REACHED and INVALID_OPERATION_FOR_INTERACTION_STATE 13. A queued contact that is repeatedly offered and not answered is retried up to 20 times and then ended with ROUTING_LIMIT_EXCEEDED 49.

Verify

Flow validation detects structural errors 18. Suggested check: confirm every failure output leads to a defined treatment.

Step 10 Validate and publish

Do

Run validation and fix every error, because the Publish button stays disabled until all validation errors are fixed 18. Flow Designer has no version control feature, but version labels can be applied, so label the previous version before you publish 67. Flow Designer undo and redo covers only the last 10 canvas actions 68.

Verify

The flow version number counts how many times the flow has been published, so it rises after a successful publish 67.

Rollback

The entry point settings include a version label drop-down used to choose the preferred version of the assigned flow, so select the previous label there 69.

Step 11 Test with real calls

Do

At Agent Desktop sign-in, a test agent picks one team from the Team drop-down list, so sign in agents to the team of the group you are testing 70. Contacts are routed to an agent only while the agent's state is Available, so change test agents' state to control which groups can take the call 71.

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.

Watch the Supervisor Desktop Queue KPI card, which shows Waiting in queue and the longest-waiting contacts for each queue 53. To change the agent pool quickly, assign or unassign agents from the queue's ellipsis menu in Supervisor Desktop 52. To exercise the failure path, point a copy of the flow at an invalid queue, which makes Queue Contact fail with INVALID_QUEUE 44 13.

Verify

Suggested check: time each test call and confirm it is offered to the next tier only after the delay you configured. With Check Agent Availability on, a contact expands immediately through groups with no available agents instead of waiting out each delay 43. WarmTransfer's reading of the sources is that a first queue whose maximum time is shorter than the overflow wait disconnects callers before they overflow 21.

Rollback

Suggested rollback: return test agents to their normal teams, queues and states.

Step 12 Report on queue waits and overflow

Do

In Analyzer, open Stock Reports > Historical Reports > Queue-based Reports for Queue Activity by Queue, Queue All Fields Report and Queue Call Distribution Summary 3. Use Contact Details in Queue for Avg Queue Wait Time, Longest Contact's Total Queue Duration and # Abandoned Contacts 2. The Agent Details report counts agent requeues of inbound calls separately as Agent Transfer To Queue Request Count 1.

Verify

Suggested check: confirm the test calls from the previous step appear against each queue they passed through.

Applicability

Cisco's architecture article states that Webex Contact Center is deployed in Amazon Web Services (AWS) 72. Digital channels such as live chat, email and SMS are configured through Webex Connect, with their flows built there rather than in Flow Designer, so this guide covers telephony queues 73. Applies to: Cisco Webex Contact Center. Deployments: multi-tenant. Sources checked 2026-10-01.

What remains uncertain

Whether each group's Add group after delay counts from queue entry or from the previous group is not covered by the sources below. WarmTransfer's reading of the sources is that Cisco's routing article does not say whether priority, skills or accumulated wait time carry over when a contact is re-queued to a second queue 23. Whether the overflow queue's maximum time in queue and service level threshold restart for a re-queued contact is not covered by the sources below. Play Music has a Music Duration setting in seconds 66. Any limit on how long or how often Play Music can loop is not covered by the sources below. The exact measure definitions in the Queue-based Analyzer reports, and how flow-driven overflow appears in them, are not covered by the sources below. Escalate Call Distribution Group fails with FEATURE_NOT_ENABLED if the feature is not enabled in the tenant, so confirm it in your tenant before relying on it 6. Callback design and capacity-based team configuration steps are not covered by the sources below.

Sources

1
The Agent Details stock report counts the number of times an agent requeued an inbound call (Agent Transfer To Queue Request Count).
Webex Contact Center Analyzer Stock Reports · Agent Details report measures · Checked 2026-10-01
2
The Contact Details in Queue stock report includes Avg Queue Wait Time, Longest Contact's Total Queue Duration and # Abandoned Contacts.
Webex Contact Center Analyzer Stock Reports · Contact Center Overview, Contact Details in Queue · Checked 2026-10-01
3
Analyzer has Queue-based stock reports at Stock Reports > Historical Reports > Queue-based Reports: Queue Activity by Queue, Queue All Fields Report and Queue Call Distribution Summary.
Cisco Webex Contact Center Analyzer User Guide · Queue-based Reports section, report paths · Checked 2026-10-01
4
Advanced Queue Information outputs position in queue, logged-on and available agent counts for the current call distribution group and for all groups, and CurrentGroup and TotalGroups.
Build and manage flows with Flow Designer · Advanced Queue Information activity, output variables · Checked 2026-10-01
5
The Escalate Call Distribution Group activity escalates a queued contact to its next or its last call distribution group.
Build and manage flows with Flow Designer · Escalate Call Distribution Group activity · Checked 2026-10-01
6
Escalate Call Distribution Group fails with CONTACT_NOT_QUEUED if the contact is not queued and FEATURE_NOT_ENABLED if the feature is not enabled in the tenant.
Build and manage flows with Flow Designer · Escalate Call Distribution Group activity, error codes · Checked 2026-10-01
7
Escalate Call Distribution Group outputs CurrentGroup (the group where the contact is parked) and TotalGroups (the number of groups in the queue).
Build and manage flows with Flow Designer · Escalate Call Distribution Group activity, output variables · Checked 2026-10-01
8
Get Queue Info returns position and estimated wait time in milliseconds, takes a lookback of 5 to 240 minutes, and takes an Insufficient Information branch when EWT is -1.
Build and manage flows with Flow Designer · Get Queue Info activity, settings and output branches · Checked 2026-10-01
9
Estimated wait time from Get Queue Info does not apply to team-assignment queues whose skills are assigned in the flow.
Build and manage flows with Flow Designer · Get Queue Info activity, note · Checked 2026-10-01
10
Cisco recommends a short delay, such as a Play Message or Play Music activity, between Queue Contact and a following HTTP Request so the required data is available.
Build and manage flows with Flow Designer · Queue Contact activity, note on HTTP Request · Checked 2026-10-01
11
Flow Designer documentation says the highest-priority contact across all queues, voice and digital, is assigned to the next available agent.
Build and manage flows with Flow Designer · Queue Contact activity, Set Contact Priority · Checked 2026-10-01
12
In Queue Contact, the Check Agent Availability toggle excludes teams with no available agents from routing as time in the queue progresses.
Build and manage flows with Flow Designer · Queue Contact activity, Check Agent Availability · Checked 2026-10-01
13
Queue Contact failure codes include INVALID_QUEUE, INVALID_SKILL_VALUE, VTEAM_TRANSITION_LIMIT_REACHED and INVALID_OPERATION_FOR_INTERACTION_STATE, exposed through FailureCode and FailureDescription.
Build and manage flows with Flow Designer · Queue Contact activity, output variables and error codes · Checked 2026-10-01
14
Queue Contact has a Set Contact Priority toggle; priority is a static level from P1 (highest) to P9 (lowest) or comes from a flow variable.
Build and manage flows with Flow Designer · Queue Contact activity, Set Contact Priority · Checked 2026-10-01
15
Queue Contact routes to a single static queue or to a queue chosen by a Queue variable, with a Fallback Queue used if the variable returns an invalid queue ID.
Build and manage flows with Flow Designer · Queue Contact activity settings · Checked 2026-10-01
16
Queue Contact skill relaxation reduces or removes the contact's skill requirements once the contact has waited longer than the After waiting in the queue for value, in seconds.
Build and manage flows with Flow Designer · Queue Contact activity, Skill-relaxation settings · Checked 2026-10-01
17
Queue Contact can add one or more skill requirements to the contact for the selected queue, each with skill, condition, value and, for proficiency skills, a weight from 1 to 1000.
Build and manage flows with Flow Designer · Queue Contact activity, skill requirements · Checked 2026-10-01
18
Flow validation detects structural errors, and the Publish button stays disabled until all validation errors are fixed.
Build and manage flows with Flow Designer · Validate and publish flows · Checked 2026-10-01
19
A partner blog shows a cascade in which a secondary team's group is added after 120 seconds, and a skill-relaxation variant that lowers the required level after 120 seconds.field report
Webex Contact Center Queue Overflow with Cascading Teams and Skill Relaxation · Team cascading and skill relaxation sections · Checked 2026-10-01
20
Call distribution groups widen the agent pool inside one queue while overflow re-queues the contact into a different queue with its own settings, so only overflow changes which queue's thresholds and reports apply.inferred
Understand Routing and Queueing in Webex Contact Center · Call Distribution Groups; Queue Contact Activity, Re-queue · Checked 2026-10-01
21
Because Maximum time in queue terminates the contact, the first queue's maximum time must be longer than the flow's overflow wait, or callers are disconnected before they overflow.inferred
Create and manage queues · Advanced settings, Maximum time in queue (reasoned with np2fdx Re-queue) · Checked 2026-10-01
22
Cisco's stock report documentation names no dedicated measure for flow-driven overflow from one queue to another, so overflow volume has to be derived, for example from per-queue records.inferred
Webex Contact Center Analyzer Stock Reports · Whole article (absence of an overflow measure) · Checked 2026-10-01
23
Cisco's routing article does not say whether priority, skills or accumulated wait time carry over when a contact is re-queued to a second queue, so the second Queue Contact should set them explicitly.inferred
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, Re-queue (absence of carry-over statement) · Checked 2026-10-01
24
A queue with agent-based assignment uses Circular as its default routing pattern and can have up to 1,000 agents added.
Create and manage queues · Agent-based assignment section · Checked 2026-10-01
25
A call distribution group is added with Create a group; its Priority starts at one and increments with each additional group, and one or more teams are selected for each group.
Create and manage queues · Call distribution section, team-based assignment steps · Checked 2026-10-01
26
At least one Call Distribution Group is mandatory when creating a telephony queue.
Create and manage queues · Call distribution section, note on telephony · Checked 2026-10-01
27
Each call distribution group's Add group after value, in seconds, sets the switch time to move to the next group when agents are not available.
Create and manage queues · Call distribution section, Add group after field · Checked 2026-10-01
28
A queue's Default music in queue setting names the .wav file played to calls when they arrive or wait in the queue.
Create and manage queues · Advanced settings, Default music in queue · Checked 2026-10-01
29
A queue must be in an inactive state before it can be deleted.
Create and manage queues · Delete a queue procedure · Checked 2026-10-01
30
A queue's contact direction is either inbound (where a customer contact waits before assignment to an agent) or outdial (a holding place for outbound contacts).
Create and manage queues · General settings, Contact direction · Checked 2026-10-01
31
A queue's Maximum time in queue is the time after which the contact, of any media type, is terminated.
Create and manage queues · Advanced settings, Maximum time in queue · Checked 2026-10-01
32
A queue name cannot exceed 80 characters.
Create and manage queues · General settings, Name field · Checked 2026-10-01
33
Queues are created in Control Hub under Services > Contact Center > Customer Experience > Queues, then Create queue.
Create and manage queues · Create a queue procedure, steps 1-4 · Checked 2026-10-01
34
The choice between assigning skills to the queue and assigning skills in flows cannot be changed after the queue is created.
Create and manage queues · Skill-based routing section, note · Checked 2026-10-01
35
A skills-based queue offers two routing patterns: longest available, and best available, which picks the agent with the highest proficiency in the required skill.
Create and manage queues · Skill-based routing section, routing pattern · Checked 2026-10-01
36
Skills-based routing is enabled per queue with the Use skills-based routing for this queue switch, and skills are either assigned to the queue or assigned in each flow that uses the queue.
Create and manage queues · Skill-based routing section · Checked 2026-10-01
37
A queue's Service level threshold is the time a contact can wait in the queue before the system flags it as outside the service level.
Create and manage queues · Advanced settings, Service level threshold · Checked 2026-10-01
38
For a queue without skills-based routing that uses team assignment, the routing pattern is longest available, which picks the agent who has been available the longest.
Create and manage queues · Routing patterns, team-based assignment · Checked 2026-10-01
39
Best available routing scores agents on skills, picks the highest score, and breaks ties by longest available.
Understand Routing and Queueing in Webex Contact Center · Best Available routing · Checked 2026-10-01
40
A capacity-based team directs voice calls to a direct number whose capacity sets how many calls it handles concurrently, without agents signing in.
Understand Routing and Queueing in Webex Contact Center · Non-skill-based queues with team assignments, Capacity-based Team · Checked 2026-10-01
41
Call distribution group expansion is cumulative: the teams of the next group are added to the teams already eligible, and this repeats until a match is found or all groups are expanded.
Understand Routing and Queueing in Webex Contact Center · Call Distribution Groups expansion description · Checked 2026-10-01
42
When no matching agent is found, the contact is parked for the configured duration and routing then expands to the next call distribution group.
Understand Routing and Queueing in Webex Contact Center · Non-skill-based queues with team assignments; Call Distribution Groups · Checked 2026-10-01
43
Check Agent Availability, enabled in the Queue Contact activity, lets a contact expand immediately through call distribution groups in which no available agents are found instead of waiting out each delay.
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, Check Agent Availability · Checked 2026-10-01
44
Queue Contact also fails when an agent is already assigned to the contact or when the flow supplies an invalid queue, skill or other configuration.
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, failure conditions · Checked 2026-10-01
45
If no matching agent is found the contact is parked and the flow continues with the activities attached after Queue Contact, such as Play Music, Callback, or another Queue Contact.
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, parked contact behaviour · Checked 2026-10-01
46
Contact priority runs from 1 (highest) to 9 (lowest), and contacts queued without an explicit priority get a default priority of 10, the lowest.
Understand Routing and Queueing in Webex Contact Center · Set Contact Priority Activity · Checked 2026-10-01
47
Among contacts with the same priority, the contact that has waited longest in the queue is routed first.
Understand Routing and Queueing in Webex Contact Center · Set Contact Priority Activity · Checked 2026-10-01
48
A flow re-queues a contact, removing it from the current queue and adding it to a new one, by attaching another Queue Contact or Queue to Agent activity.
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, Re-queue · Checked 2026-10-01
49
After a contact is queued, if it is repeatedly offered and not answered, routing is retried up to 20 times and the contact is then ended with ROUTING_LIMIT_EXCEEDED.
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, routing attempts · Checked 2026-10-01
50
Skills-based queues with team assignment also group teams into call distribution groups with configurable delays between them.
Understand Routing and Queueing in Webex Contact Center · Skill-based queues with team assignment · Checked 2026-10-01
51
Queue Contact fails once a contact has exhausted the maximum of 25 entry point and queue transitions.
Understand Routing and Queueing in Webex Contact Center · Queue Contact Activity, failure conditions · Checked 2026-10-01
52
A supervisor can assign or unassign agents to a queue from the queue's ellipsis menu in the Actions column of Supervisor Desktop.
Supervise and manage Contact Center queues · Manage agent's queue assignments, Assign agents to queue · Checked 2026-10-01
53
Supervisor Desktop's Queue KPI card shows Waiting in queue (contacts currently waiting) and the longest-waiting contacts for each queue.
Supervise and manage Contact Center queues · View Queue KPI card · Checked 2026-10-01
54
In Control Hub the Supervisor role can reach only business hours (shifts, holidays and overrides).
Webex Contact Center administrator roles and privileges · roles table, Supervisor row · Checked 2026-09-30
55
The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type.
System limits in Webex Contact Center · limits table, queue rows 'Skill-based routing type' and 'Team-based routing type' · Checked 2026-09-30
56
The limits are 300 active sites, 3,000 agent-based teams, 50 active capacity-based teams and 50 teams per user.
System limits in Webex Contact Center · limits table, sites and teams rows · Checked 2026-09-30
57
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
58
An entry point is the association of an inbound telephone number with an IVR service flow in Webex Contact Center.
Set up voice channels for Webex Contact Center · Entry points section · Checked 2026-09-30
59
An inbound telephony entry point is assigned its routing flow from a drop-down list in the entry point settings.
Set up a channel · Entry Point Settings, Routing flow · Checked 2026-09-30
60
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
61
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
62
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
63
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
64
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
65
Flow Designer enforces self-loop limits per activity: 100 for Queue Contact, 1,500 for Advanced Queue Information and 750 for Escalate Call Distribution Group.
System limits in Webex Contact Center · Flow Designer self-loop limits table · Checked 2026-09-30
66
The Play Music activity has a Music Duration setting: the number of seconds the music plays in the queue.
Build and manage flows with Flow Designer · Play Music activity > Music Duration · Checked 2026-10-01
67
Flow Designer has no version control feature. The flow version number counts how many times the flow has been published, and version labels can be applied.
Build and manage flows with Flow Designer · flow versioning section · Checked 2026-09-30
68
Flow Designer undo and redo covers the last 10 canvas actions.
Build and manage flows with Flow Designer · canvas actions, undo/redo · Checked 2026-09-30
69
The entry point settings include a version label drop-down used to choose the preferred version of the assigned flow.
Set up a channel · Entry Point Settings, Version label · Checked 2026-09-30
70
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
71
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
72
Webex Contact Center is deployed in Amazon Web Services (AWS).
Webex Contact Center Architecture · Deployment and Connectivity section · Checked 2026-09-30
73
Digital channels for Webex Contact Center (Facebook Messenger, live chat, email, SMS, Apple Messages for Business, WhatsApp) are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer.
Set up digital channels in Webex Contact Center · overview and setup steps (final step 'Create flows in Webex Connect') · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up queue overflow and distribution groups in Webex Contact Center. WarmTransfer. https://warmtransfer.net/guides/wxcc-queue-overflow-setup

BibTeX

@misc{warmtransfer-wxcc-queue-overflow-setup,
  title  = {Setting up queue overflow and distribution groups in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-queue-overflow-setup},
  note   = {Verified 2026-10-01}
}