An engineer is designing a Cisco Webex Contact Center call queue.

See mapping below

After 180 seconds, agents from other sites must be able to take the call: Create agent-based teams; Add a Call Distribution Group that uses the remaining agents' team after the specified delay.

Only agents with a language ranking of > = 5 can take the call: Create a skill profile and set Type to Proficiency in the Skill Definition settings; Define skill requirements for the Queue activity where the caller's spoken language is > = 5.

The completed mapping follows Cisco's two different routing constructs. For the 180-second requirement, the call first targets the local or primary agents and then expands after a delay. Cisco documents Call Distribution Groups as the method used by non-skill queues to define levels of teams that become eligible after configured intervals. That is why an agent-based team plus a delayed call distribution group is the right match; a capacity-based team is used for unmanaged destinations and does not represent normal agent routing. The language-ranking requirement is different. It must be handled through skills and proficiency. Cisco documents skill definitions, skill profiles, and queue skill requirements as the pieces used to limit routing to agents with matching skill values. Therefore the skill definition must use Proficiency and the Queue activity must define the language requirement of at least 5. A Best Available Agent queue alone is insufficient unless the skill requirement is actually applied. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.