The Queue Record and what a queue counts at a transfer

Verified 2026-09-05 · 31 claims · sources tier 2 · 5 disputed

Also known as Bridged Transfer, Calls Presented to Queue, Manage agent queue assignments, Standard Queue Record Fields and Measures.

A Queue Record tracks contact interactions within a queue, including the generation of new records during consultation events 16. When a consult begins, 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 16.

How it works

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 19. Calls presented to a queue include both direct calls and consultation requests 17. 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 15.

In Analyzer documentation, this is disputed: 3 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 24.

For flow routing, 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 25. 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 13. 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 12. 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 26.

Metrics and transfer counting

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 11. 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 14. Cisco states that the count of calls transferred to an external number may require a feature flag enabled through Cisco Support before it increments 30.

This is disputed: 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 31.

Queue management constraints

A supervisor's queue actions are gated by a named option, Manage agent queue assignments, enabled on the supervisor user profile in Control Hub 20. 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 23. The manage agents control exists only for agent-based queues and not for team-based or skill-based queues, whatever the permission says 21. The maximum number of agents assignable to an agent-based queue is 1000 10.

See also

See also The Analyzer record model. See also What a transferred call leaves behind across Cisco products. See also What a consult produces in Webex Calling. See also What gates a Webex Contact Center supervisor. See also The entry point. See also What the Customer Session Record carries. See also A census of the Analyzer appendix tables. See also Webex Calling CDR schema and access. See also Webex Calling call quality troubleshooting in Control Hub. See also Webex Contact Center Analyzer and reporting model. See also Teams call quality dashboard and analytics. See also Amazon Connect contact records and streams. See also Cross-platform CDR normalization model. See also Contact center KPI definitions and calculation. See also Call quality metrics and MOS estimation. See also SIP trace capture and ladder analysis. See also Carrier escalation evidence packages. See also UC observability and synthetic monitoring. See also Control Hub notifications and threshold alerts. See also ThousandEyes and Meraki for voice network assessment.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

Whether a transfer consumes the 25-transition and 20-attempt routing budget is not covered by any claim in this article. Whether the Queue Record is a selectable Analyzer record type is not covered by any claim in this article. Which tenants have the calls-transferred-to-a-number feature flag is not covered by any claim in this article. The data type of the Queue Record field Terminated By is not covered by any claim in this article.

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}
}