In this article

Queueing

Overview
Types of Queues

Non-skill-based queues
Non-skill-based queues with team assignments
Non-skill-based queues with agent assignments

Skill-based queues
Skill criteria assigned to queue
Skill requirements assigned in flow

Queue Configuration
Set up skill-based queues
Set up non-skill-based queues

Routing

Routing Concepts
Agent Surplus Scenario
Contact Surplus Scenario
Blended Multimedia Profiles

Routing Patterns
Skill Based
Non-Skill based Routing
Agent Based Routing

Queueing and Routing capabilities in Flow

Queueing and Routing capabilities in Flow

Queueing Activities
Queue Contact
Queue To Agent
Escalate Call Distribution Group

Queue Information Activities
Get Queue Info
Advanced Queue Info

Call Control Activities
Set Caller ID
Recording Control
Blind Transfer
Bridged Transfer
Disconnect Contact
Set Contact Priority

Callback Activities
Callback
Schedule Callback
Call Progress Analysis

Understand Routing and Queueing in Webex Contact Center

In this article

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This article gives an overview of how Webex Contact Center handles and directs incoming interactions to agents. It covers different types of queues, like skill-based and non-skill-based, and routing methods such as Longest Available, Circular, and Best Available. It also explains flow activities that help admins manage interactions, assign agents, control call flow, and get real-time queue updates to improve operations and customer experience.