The Queue Record and what a queue counts at a transfer

See also

Sources

1. 1
   The Analyzer guide ships 67 consecutive rows of the Customer Session Record appendix table with empty field and data type cells, 4 of them outdial consult columns.field report

   Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table, rows Manual Assign Contact Count to Terminated By · Checked 2026-09-05
2. 2
   The 216-row appendix table in the Analyzer guide is the Customer Session Record, and the 112-row table is the Queue Record, on the guide's own sentences introducing each.

   Cisco Webex Contact Center Analyzer User Guide · Appendix, the sentences introducing the Customer Session Repository and the Queue Record tables · Checked 2026-09-05
3. 3
   8 further field names carry different meanings across record types: current state, reason, transfer count, consult count, handle type, is within service level, routing type and connected duration.field report

   Cisco Webex Contact Center Analyzer User Guide · Appendix, the customer session, agent session and queue record tables compared · Checked 2026-09-05
4. 4
   Whether an interaction met the service level is calculated on the first queue in one record type and on the last queue in another.disputed

   Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Queue Record table, Is Within Service Level · Checked 2026-09-05
5. 5
   Transfer count is a source-side count of consult transfers in the Customer Session Record and a destination-side count of transfers of any kind in the Queue Record.

   Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Queue Record table, Transfer Count · Checked 2026-09-05
6. 6
   Blind transfer count carries 4 definitions across 3 record types in the Analyzer appendix, and the Queue Record section defines it twice.disputed

   Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository, Agent Session Repository and Queue Record tables · Checked 2026-09-05
7. 7
   An entry point carries no static mapping to a queue; the flow attached to it decides whether and where a contact is queued.inferred

   Webex Contact Center Architecture · Webex Contact Center Architecture and Set up routing strategies · Checked 2026-09-05
8. 8
   Cisco states that several records may be created for a single interaction when a call is routed between queues or entry points, whether by flow configuration or by an agent's transfer.

   Cisco Webex Contact Center Analyzer User Guide · Standard Queue Record Fields and Measures, key aspects of Queue Records · Checked 2026-09-05
9. 9
   Cisco states that a Queue Record is created when a call enters the contact centre via an entry point, and that when the contact flow changes because of a blind or consult transfer to an agent, a number, a queue or an entry point, the current record ends and a new record starts.

   Cisco Webex Contact Center Analyzer User Guide · Standard Queue Record Fields and Measures, key aspects of Queue Records · Checked 2026-09-05
10. 10
    The maximum number of agents assignable to an agent-based queue is 1000.

    Supervise and manage Contact Center queues · Supervise and manage Contact Center queues, Assign agents to queue · Checked 2026-09-05
11. 11
    The agent transferred in count excludes blind transfers, and the guide lists the 5 blind transfer paths it excludes: to a different queue, to an entry point, to an agent, to the same queue and to a number.

    Cisco Webex Contact Center Analyzer User Guide · Queue Activity by Queue and Queue All Fields Report, Agent Transferred In Count · Checked 2026-09-05
12. 12
    The blind transfer activity is not supported when the flow is executed for a consult, and it is terminal: the flow ends once the transfer executes.

    Understand Routing and Queueing in Webex Contact Center · Call Control Activities, Blind Transfer · Checked 2026-09-05
13. 13
    The bridged transfer activity dequeues a contact implicitly while transferring it to a third-party system, and the contact can be re-queued into the original queue if that system does not handle it.

    Understand Routing and Queueing in Webex Contact Center · Call Control Activities, Bridged Transfer · Checked 2026-09-05
14. 14
    The calls handled formula for a queue subtracts the blind transfer to agent count and the agent transferred in count from the connected and consult-to-queue handled counts.

    Cisco Webex Contact Center Analyzer User Guide · Queue Activity by Queue, Calls Handled, formula column · Checked 2026-09-05
15. 15
    The exclusion of call legs whose leg type is conference is stated once in the Analyzer guide, in the key metrics of the queue-based reports.

    Cisco Webex Contact Center Analyzer User Guide · Queue-based Reports, Key Metrics in Queue-based Reports · Checked 2026-09-05
16. 16
    Cisco states that a new record is generated for consult activities and remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends.

    Cisco Webex Contact Center Analyzer User Guide · Standard Queue Record Fields and Measures, key aspects of Queue Records · Checked 2026-09-05
17. 17
    Calls presented to a queue include both direct calls and consultation requests.

    Cisco Webex Contact Center Analyzer User Guide · Queue-based Reports, Key Metrics, Calls Presented to Queue · Checked 2026-09-05
18. 18
    Consult to entry point carries its own count and duration pair in the Customer Session Record only, where the consult to queue pair appears in the customer session, agent session and queue records alike.

    Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Agent Session and Queue Record tables · Checked 2026-09-05
19. 19
    Cisco states that after a consulted party answers and the agent completes the transfer and wraps up, the Customer Session Record continues updating until the customer or the consulted party disconnects.

    Cisco Webex Contact Center Analyzer User Guide · Appendix, Type of Records Available in Each Repository, preceding paragraph · Checked 2026-09-05
20. 20
    A supervisor's queue actions are gated by a named option, Manage agent queue assignments, enabled on the supervisor user profile in Control Hub.

    Supervise and manage Contact Center queues · Supervise and manage Contact Center queues, View queues and Manage agent queue assignments prerequisites · Checked 2026-09-05
21. 21
    The manage agents control exists only for agent-based queues and not for team-based or skill-based queues, whatever the permission says.

    Supervise and manage Contact Center queues · Supervise and manage Contact Center queues, Manage agent queue assignments prerequisites · Checked 2026-09-05
22. 22
    The field names left untyped in the Customer Session Record table appear typed in the agent session and queue record tables, so the values are recoverable, and no source states that a field typed for one record type carries that type for another.inferred

    Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Agent Session and Queue Record tables · Checked 2026-09-05
23. 23
    Enabling the manage agent queue assignments option does not let a supervisor manage assignments for all agents or all queues; they may manage only the teams and queues they are already assigned to.

    Supervise and manage Contact Center queues · Supervise and manage Contact Center queues, View queues prerequisites · Checked 2026-09-05
24. 24
    Three lists in the Analyzer guide enumerate 4 record types without the Queue Record, and the appendix states that the Queue Record was added as a new record type to the existing 4.disputed

    Cisco Webex Contact Center Analyzer User Guide · Record Type Applied Entity Restrictions table and the Create a Visualization and Create a Compound Visualization step lists against the appendix · Checked 2026-09-05
25. 25
    Re-queueing a contact requires the flow to attach a second queue activity; it removes the contact from the current queue and adds it to a new one.

    Understand Routing and Queueing in Webex Contact Center · Queueing Activities, Queue Contact and Queue To Agent · Checked 2026-09-05
26. 26
    Routing allows a contact 25 entry point and queue transitions and 20 successful routing attempts, and queue ranking may be set on at most 50 queues.

    Understand Routing and Queueing in Webex Contact Center · Contact Routing and Queue Ranking · Checked 2026-09-05
27. 27
    The field Number of Opt-outs is a per-day count of contacts that opted out of a queue in the Customer Session Record and a per-call-leg flag valued 1 or 0 in the Queue Record.disputed

    Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Queue Record table · Checked 2026-09-05
28. 28
    The Customer Session Record carries separate counters for agent to entry point, agent to queue, blind, entry point to entry point, entry point to queue, post-consult transfer and transfer in to entry point, and 5 of the 7 appear in no other record type.

    Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table, transfer rows · Checked 2026-09-05
29. 29
    The 67-row span of empty field and data type cells sits in the 216-row Customer Session Record table and not in the Queue Record table, whose 112 rows carry 1 such row.field report

    Cisco Webex Contact Center Analyzer User Guide · Appendix, Customer Session Repository table against the Queue Record table · Checked 2026-09-05
30. 30
    Cisco states that the count of calls transferred to an external number may require a feature flag enabled through Cisco Support before it increments.

    Cisco Webex Contact Center Analyzer User Guide · Queue-based Reports, Key Metrics, Calls Transferred to DN · Checked 2026-09-05
31. 31
    Transferred interactions is defined in one table of the queue supervision article as contacts transferred from a primary to a secondary agent or an external number, and in another as interactions sent to overflow or transferred after being handled.disputed

    Supervise and manage Contact Center queues · Supervise and manage Contact Center queues, real-time queue metrics table against the queue performance overview table · Checked 2026-09-05

Documents

Cite this page

WarmTransfer. (2026, September 5). The Queue Record and what a queue counts at a transfer. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-queue-record-fields

@misc{warmtransfer-wxcc-queue-record-fields,
  title  = {The Queue Record and what a queue counts at a transfer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-queue-record-fields},
  note   = {Verified 2026-09-05}
}