Setting up queues and routing profiles in Amazon Connect

See also

Sources

1. 1
   Agent queues have no hours of operation, so a Check hours of operation block evaluated against an agent queue takes the Error branch.

   Flow block in Connect Customer: Check hours of operation · Agent queues · Checked 2026-10-01
2. 2
   Agent queues are created automatically for each agent, receive contacts only when a flow sends them there, and are served with the highest priority and zero delay ahead of standard queues.

   Standard queues and agent queues in your Connect Customer contact center · Standard queues and agent queues, opening list and priority bullets · Checked 2026-10-01
3. 3
   The Transfer to queue flow block routes a contact down its At capacity branch when the destination queue has reached its maximum contacts, and down Error for other failures such as an invalid or disabled queue.

   Flow block in Connect Customer: Transfer to queue · Transfer to queue tab, outcomes for contacts not in any queue yet · Checked 2026-10-01
4. 4
   Predefined attributes are created under Routing, Predefined attributes, Add attribute, with Add value used to add values, and require the Routing - Predefined attributes - Create permission.

   Create predefined attributes for routing contacts to agents · Create a predefined attribute, steps 1 to 6 · Checked 2026-10-01
5. 5
   A predefined attribute can be deleted only when it is not associated with any agent; routing steps on queued contacts that use a deleted attribute find no agent until they expire, and new contacts take the Set routing criteria Error branch.

   Create predefined attributes for routing contacts to agents · Important things to know, deletion bullet · Checked 2026-10-01
6. 6
   A predefined attribute can have up to 500 values, names and values are limited to 100 characters, customer-created names cannot start with aws: or connect:, and names are unique case-insensitively.

   Create predefined attributes for routing contacts to agents · Important things to know · Checked 2026-10-01
7. 7
   Information in a predefined attribute is not encrypted, and AWS recommends following its PII compliance best practices when choosing attribute names and values.

   Create predefined attributes for routing contacts to agents · Important things to know, first bullet · Checked 2026-10-01
8. 8
   An Amazon Connect instance includes a default routing profile named Basic routing profile and a default standard queue named BasicQueue.

   How Connect Customer uses routing profiles · Default routing profile: Basic routing profile · Checked 2026-10-01
9. 9
   AWS recommends handling staggered agent breaks such as lunch with custom agent statuses in the CCP rather than in hours of operation; no contacts are routed to an agent in such a status.

   Set the hours of operation and time zone for a queue using Connect Customer · Add lunch and other breaks · Checked 2026-10-01
10. 10
    Users can be added in bulk from a CSV file of up to 1000 users that includes a routing profile name column, but more than 100 unique routing profile, security profile or hierarchy values causes validation timeouts or failures.

    Add users to Connect Customer · Add users in bulk from a CSV file, CSV file limitations and step 4 · Checked 2026-10-01
11. 11
    CSV user import is for new records only and excludes proficiencies and contact handling settings, which are configured afterwards through bulk actions on the imported users.

    Add users to Connect Customer · Add users in bulk from a CSV file, CSV file limitations and steps 9 and 10 · Checked 2026-10-01
12. 12
    Removing a channel such as Voice from Channel availability on a routing profile stops that channel's contacts to the profile's agents across every queue in the profile, and re-selecting it restores them.

    Create a routing profile in Connect Customer to link queues to agents · Tips for setting up channels and concurrency, first bullet · Checked 2026-10-01
13. 13
    The Check hours of operation flow block uses hours set on the block if any, otherwise the hours of the contact's current queue, and has default branches In hours, Out of hours and Error.

    Flow block in Connect Customer: Check hours of operation · Description; Properties, steps 4 and 5 · Checked 2026-10-01
14. 14
    When a routing profile is switched between channel-level and workload-type concurrency, existing contacts drain under the previous rules while new contacts follow the updated configuration.

    Channels and concurrency for routing contacts in Connect Customer · Workload-type concurrency, final paragraph · Checked 2026-10-01
15. 15
    A routing profile is created in the Amazon Connect admin website under Users, Routing profiles, Add routing profile.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, step 1 · Checked 2026-10-01
16. 16
    Routing criteria set on a contact have no effect if the contact is transferred into an agent queue.

    Flow block in Connect Customer: Set routing criteria · Description, fifth bullet · Checked 2026-10-01
17. 17
    Routing criteria run one step at a time from the moment the contact enters a standard queue; when every step has expired the contact is offered to the longest available agent who has the queue in their routing profile.

    Flow block in Connect Customer: Set routing criteria · How routing criteria works, items 1 to 3 · Checked 2026-10-01
18. 18
    A routing step can combine up to eight attributes with AND, and each attribute requirement uses the >= operator or a 1 to 5 proficiency range.

    Flow block in Connect Customer: Set routing criteria · How routing criteria works, You can use the following items list · Checked 2026-10-01
19. 19
    Every routing step except the last must have a timed expiration; the last step may be timed or non-expiring, and a step with no expiration never expires.

    Flow block in Connect Customer: Set routing criteria · How routing criteria works, Note and attribute requirements list · Checked 2026-10-01
20. 20
    Historical metrics for proficiency routing are not available in analytics; the contact record, agent event stream and contact event stream carry the routing-step information instead.

    Set up routing in Connect Customer based on agent proficiencies · Frequently asked questions, Are historical metrics available? · Checked 2026-10-01
21. 21
    A routing step can hold up to three OR conditions and use NOT exclusions, but OR and NOT are available only when routing criteria are set dynamically, for example from a Lambda function response.

    Flow block in Connect Customer: Set routing criteria · How routing criteria works, You can use the following items list; Set routing criteria dynamically · Checked 2026-10-01
22. 22
    With agent proficiencies in use, queue priority and delay in routing profiles operate as they do without proficiencies.

    Set up routing in Connect Customer based on agent proficiencies · Frequently asked questions, With agent proficiencies, do queue priority and delay operate as usual? · Checked 2026-10-01
23. 23
    When an agent rejects a contact under routing criteria, the step timer keeps running and the rejecting agent remains in the eligible pool.

    Set up routing in Connect Customer based on agent proficiencies · Frequently asked questions, routing criteria when an agent rejects a call; rejected agent in pool · Checked 2026-10-01
24. 24
    AWS warns that a routing step expiration set too short can stop contacts reaching the next most proficient agent after a missed offer, letting default queue-based routing compete with proficiency routing.

    Flow block in Connect Customer: Set routing criteria · Description, last bullet · Checked 2026-10-01
25. 25
    With cross-channel concurrency, Amazon Connect checks which channels the agent is currently handling and the cross-channel setting of each of those channels before offering another contact, so a busy channel set to no other channels blocks new contacts even if another active channel allows concurrency.

    Create a routing profile in Connect Customer to link queues to agents · Example of how a contact is routed with cross-channel concurrency, item 5 · Checked 2026-10-01
26. 26
    For each channel a routing profile offers two cross-channel concurrency options: no other channels while the agent is on that channel, or allow other channels concurrently.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, step 3, Channel Settings table, Cross-channel concurrency row · Checked 2026-10-01
27. 27
    Outbound calls or emails initiated by agents use the routing profile's Default outbound queue and respect that queue's settings such as caller ID.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, Queues table, Default outbound queue row · Checked 2026-10-01
28. 28
    Delay in a routing profile is the minimum number of seconds a contact must be in the queue before it can be routed to an available agent with that profile.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, Queues table, Delay (in seconds) row · Checked 2026-10-01
29. 29
    A routing profile delay is enforced even when agents with that profile are idle: the contact is not offered to them until it is at least as old as the delay.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 5: Agent is idle and Contact is in 30 second delay queue · Checked 2026-10-01
30. 30
    When a multichannel routing profile does not use cross-channel concurrency, agents are offered any channel only when fully idle, and once they start work on one channel they are not offered contacts from other channels.

    Channels and concurrency for routing contacts in Connect Customer · Channels and concurrency, Option 2 · Checked 2026-10-01
31. 31
    When several available agents can take a contact, Amazon Connect first offers it to the agent handling the fewest contacts across all channels and compares time available only to break a tie.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 7: Both agents are available, but one is already handling contacts on another channel · Checked 2026-10-01
32. 32
    A routing profile can prioritize one queue over another, but within a queue the order is always set by the order in which contacts were added to the queue.

    How routing works in Connect Customer · How routing works, logic bullet list, fourth bullet · Checked 2026-10-01
33. 33
    Hours of operation are created under Routing, Hours of operation, Add new set of hours, where a name, time zone and operational hours are set; the account needs Routing - Hours of operation - Create permission.

    Set the hours of operation and time zone for a queue using Connect Customer · Set the hours of operation, steps 1 to 7 · Checked 2026-10-01
34. 34
    Amazon Connect uses the time zone on hours of operation to determine whether daylight saving time is in effect and adjusts automatically for time zones that observe it.

    Set the hours of operation and time zone for a queue using Connect Customer · What happens during daylight saving time · Checked 2026-10-01
35. 35
    AWS documents specifying hours of operation and a time zone as the first thing to do when setting up a queue.

    Set the hours of operation and time zone for a queue using Connect Customer · Set the hours of operation and time zone, introductory paragraph · Checked 2026-10-01
36. 36
    In Amazon Connect hours of operation, midnight is entered as 12:00AM, so 10:00AM to 12:00AM means open for 14 hours.

    Set the hours of operation and time zone for a queue using Connect Customer · How to specify midnight · Checked 2026-10-01
37. 37
    By default, when multiple agents are ready for an inbound contact Amazon Connect routes it to the agent who has been in Available status the longest.

    How routing works in Connect Customer · How routing works, logic bullet list, third bullet · Checked 2026-10-01
38. 38
    A queue and channel combination listed only under a routing profile's manual assignment section is not routed automatically to the profile's agents; manual assignment supports tasks, emails and chats.

    How routing works in Connect Customer · How routing works, logic bullet list, last bullet; How routing works with manual assignment · Checked 2026-10-01
39. 39
    In a routing profile, Maximum contacts per agent for the chat, task and email channels can be set up to 10 simultaneous contacts.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, step 3, Channel Settings table, Maximum contacts per agent row · Checked 2026-10-01
40. 40
    In Amazon Connect each agent is assigned to exactly one routing profile, and a routing profile can have multiple agents assigned to it.

    How Connect Customer uses routing profiles · How Connect Customer uses routing profiles, opening bullet list · Checked 2026-10-01
41. 41
    By default an agent who makes an outbound contact drops to the bottom of the list for inbound contacts; the routing profile option Outbound calls should not impact routing order overrides this.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, Queues table, Outbound calls should not impact routing order row · Checked 2026-10-01
42. 42
    Up to 50 overrides can be created per hours of operation resource, and this quota is not adjustable.

    Identify dates where you need to override standard operating hours · Introductory Note · Checked 2026-10-01
43. 43
    An hours of operation resource can inherit overrides by linking to up to 3 parent resources, and changes made on a parent flow to its children automatically, whereas copied overrides are independent of their source.

    Identify dates where you need to override standard operating hours · Copy overrides; Link overrides · Checked 2026-10-01
44. 44
    When overrides on one hours of operation resource conflict, Amazon Connect applies closed recurring overrides first, then open recurring overrides, then temporary hours, and standard day-of-week hours last.

    Identify dates where you need to override standard operating hours · Dates with competing overrides · Checked 2026-10-01
45. 45
    In a routing profile a lower Priority number is served first: a contact in a priority 2 queue is lower priority than a contact in a priority 1 queue.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, Queues table, Priority row · Checked 2026-10-01
46. 46
    Queue priority orders the queues searched for an individual agent; it does not decide which of several available agents receives a contact, so a priority 5 agent can still receive a contact ahead of a priority 1 agent.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 6: Different routing profiles, same queues, different priorities · Checked 2026-10-01
47. 47
    Queue priority takes precedence over delay: a lower-priority queue whose contacts have passed their delay is served only when no contacts are waiting in the higher-priority queues of the profile.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 3: Different Priorities and Delays · Checked 2026-10-01
48. 48
    A proficiency is a predefined attribute name, a value and a level from 1 to 5, where 1 is the lowest and 5 the highest proficiency.

    Assign proficiencies to agents in your Connect Customer instance · Assign proficiencies to agents, first paragraph · Checked 2026-10-01
49. 49
    Queues remain necessary with proficiency routing: routing criteria activate only when a contact is enqueued and target specific agents within that queue.

    Set up routing in Connect Customer based on agent proficiencies · Frequently asked questions, Are queues still relevant? · Checked 2026-10-01
50. 50
    Proficiency-based routing in Amazon Connect is set up in four steps: create predefined attributes, assign proficiencies to agents, set routing criteria with the Set routing criteria block, then transfer the contact to a queue.

    Set up routing in Connect Customer based on agent proficiencies · Set up routing based on agent proficiencies, numbered overview · Checked 2026-10-01
51. 51
    An agent can be assigned up to 10 proficiencies by default; the Proficiencies per agent quota is adjustable.

    Connect Customer service quotas · Connect Customer quotas table, Proficiencies per agent row · Checked 2026-10-01
52. 52
    Proficiencies are assigned in Users, User Management by opening the user, choosing Show advanced settings, and in the Attributes section selecting the attribute name, value and skill level.

    Assign proficiencies to agents in your Connect Customer instance · To assign a proficiency to a user, steps 1 to 6 · Checked 2026-10-01
53. 53
    AWS describes choosing whether to model a skill as a proficiency or as a queue as a business decision, to be weighed by how many queues proficiencies would let you eliminate or consolidate.

    Set up routing in Connect Customer based on agent proficiencies · Frequently asked questions, When should we model something as a proficiency instead of modeling it as a queue? · Checked 2026-10-01
54. 54
    Amazon Connect documentation states that to change what a group of agents does, an administrator only needs to update their shared routing profile.

    How Connect Customer uses routing profiles · How Connect Customer uses routing profiles, paragraph after the agent-to-profile graphic · Checked 2026-10-01
55. 55
    A newly created Amazon Connect queue is automatically active.

    Create a queue using the Connect Customer admin website · To create a queue, step 3, final sentence · Checked 2026-10-01
56. 56
    Maximum contacts in queue is a single limit across all channels: once the number is reached the queue stops accepting new contacts regardless of channel mix, so 50 queued chats can block voice calls on a cap of 50.

    Set the limit of maximum contacts in a queue using Connect Customer · Introductory examples, third bullet; Reduce the number of contacts allowed in a queue, step 2 · Checked 2026-10-01
57. 57
    A queue can exceed its Maximum contacts in queue limit briefly during traffic bursts, and by up to a 20 percent buffer for scheduled queued callbacks, flow queue-to-queue transfers and agent quick-connect transfers.

    Set the limit of maximum contacts in a queue using Connect Customer · Queue maximum limit exceptions · Checked 2026-10-01
58. 58
    Incoming calls and queued callbacks both count towards a queue's Maximum contacts in queue limit.

    Set the limit of maximum contacts in a queue using Connect Customer · Reduce the number of contacts allowed in a queue, Important callout · Checked 2026-10-01
59. 59
    Maximum contacts in queue must be set lower than the sum of the instance's concurrent active calls, chats, tasks and emails quotas, and it applies to standard queues only, not agent queues.

    Set the limit of maximum contacts in a queue using Connect Customer · Reduce the number of contacts allowed in a queue, Important callout and first paragraph · Checked 2026-10-01
60. 60
    Without a Maximum contacts in queue setting, a queue can hold up to the instance's concurrent active contact quotas for voice, chat, tasks and email.

    Set the limit of maximum contacts in a queue using Connect Customer · Set the limit of maximum contacts in a queue, introductory list · Checked 2026-10-01
61. 61
    Setting Maximum contacts in queue to 0 renders the queue unusable, with the same behaviour as a full queue.

    Set the limit of maximum contacts in a queue using Connect Customer · What happens if Maximum contacts in queue is set to 0 · Checked 2026-10-01
62. 62
    A channel assigned to a queue in a routing profile must also be enabled in the profile's Channel Settings, otherwise contacts from that channel are not routed to the profile's agents.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, Queues table, Channels row · Checked 2026-10-01
63. 63
    A standard queue is created in the admin website under Routing, Queues, Add new queue, using an Admin account or one whose security profile has the Routing - Queues - Create permission.

    Create a queue using the Connect Customer admin website · To create a queue, steps 1 and 2 · Checked 2026-10-01
64. 64
    Deleting an Amazon Connect queue cannot be undone; to take a queue out of service temporarily, toggle its status to Disabled.

    Delete a queue from your Connect Customer instance · Delete a queue, Important callout · Checked 2026-10-01
65. 65
    When a queue is full and no contingency such as queued callback is configured, the next incoming call hears a reorder (fast busy) tone, and the next queued callback takes the error branch.

    Set the limit of maximum contacts in a queue using Connect Customer · What happens to calls when a queue is full · Checked 2026-10-01
66. 66
    A queue reaches agents only through a routing profile: after creating a queue, assign it to a routing profile to link the queue and agents.

    Create a queue using the Connect Customer admin website · To create a queue, step 4 · Checked 2026-10-01
67. 67
    Queue-to-queue transfers can be performed only 11 times on a contact because a contact chain is limited to 12 contacts.

    Flow block in Connect Customer: Transfer to queue · Additional configuration tips, third bullet · Checked 2026-10-01
68. 68
    The default Predefined attributes per instance quota is 150 and is adjustable.

    Connect Customer service quotas · Connect Customer quotas table, Predefined attributes per instance row · Checked 2026-10-01
69. 69
    The default Concurrent active calls per instance quota is 10, covering calls in flows, waiting in queue, with agents and outbound, and exceeding it gives callers a reorder tone.

    Connect Customer service quotas · Connect Customer quotas table, Concurrent active calls per instance row; How contacts are counted · Checked 2026-10-01
70. 70
    Documented Amazon Connect default quotas apply to new accounts; an existing account's default and applied values may be lower and should be checked in the Service Quotas console.

    Connect Customer service quotas · Important things to know, default quota values bullet · Checked 2026-10-01
71. 71
    The default Hours of operation per instance quota is 100 and is adjustable.

    Connect Customer service quotas · Connect Customer quotas table, Hours of operation per instance row · Checked 2026-10-01
72. 72
    The default Queues per instance quota is 100 and is adjustable.

    Connect Customer service quotas · Connect Customer quotas table, Queues per instance row · Checked 2026-10-01
73. 73
    A routing profile holds up to 50 queue-channel combinations by default, counted separately for automatically routed queues and manual assignment queues; a queue added for voice and chat counts twice.

    Connect Customer service quotas · Connect Customer quotas table, Queues per routing profile per instance row · Checked 2026-10-01
74. 74
    The default Routing profiles per instance quota is 500 and is adjustable.

    Connect Customer service quotas · Connect Customer quotas table, Routing profiles per instance row · Checked 2026-10-01
75. 75
    When two queues in a profile share the same priority but one has a delay, contacts in the delayed queue are treated at that priority only after they age past the delay.

    Queue priority and delay examples to help you load balance Connect Customer contacts · Example 2: Same priority but different delay · Checked 2026-10-01
76. 76
    To give one queue a different priority per channel within a routing profile, add the queue to the profile twice with different channel and priority settings.

    Create a routing profile in Connect Customer to link queues to agents · Tips for setting up channels and concurrency, fourth bullet · Checked 2026-10-01
77. 77
    For a contact not yet in a queue, a Set working queue block must precede the Transfer to queue block in most flows.

    Flow block in Connect Customer: Transfer to queue · Transfer to queue tab; Additional configuration tips, second bullet · Checked 2026-10-01
78. 78
    Because an agent can hold only one routing profile, a design with one routing profile per distinct skill mix needs a separate profile for every distinct combination of queues that agents handle, so the profile count grows with the number of combinations in use.inferred

    How Connect Customer uses routing profiles · How Connect Customer uses routing profiles, opening bullet list (derived) · Checked 2026-10-01
79. 79
    The admin website Test chat page, under Channels, lets an administrator choose the flow to test in Test Settings and handle the chat as an agent in a CCP; by default it uses BasicQueue and the Basic Routing Profile.

    Test voice, chat, and task experiences in Connect Customer · Test chat, steps 1 to 7 and Tip · Checked 2026-10-01
80. 80
    During testing, the real-time metrics Queues report (Analytics and optimization, Real-time metrics, Queues) shows contacts per queue and can be grouped by channel.

    Test voice, chat, and task experiences in Connect Customer · View metrics for the test experiences · Checked 2026-10-01
81. 81
    To test a customized voice flow, assign a claimed phone number to the flow and call that number.

    Test voice, chat, and task experiences in Connect Customer · Test voice · Checked 2026-10-01
82. 82
    When adding a user in the admin website, the administrator chooses a routing profile and a security profile for the user; agent settings such as phone type and auto-accept are set by editing the user afterwards.

    Add users to Connect Customer · Add a user individually, steps 5 and 8 · Checked 2026-10-01
83. 83
    Workload type concurrency allows up to 5 workload types per channel per routing profile, and the sum of their concurrency values for a channel cannot exceed 10.

    Channels and concurrency for routing contacts in Connect Customer · Workload-type concurrency, limits list · Checked 2026-10-01
84. 84
    If a task or email contact carries a workload type that has no matching entry in the agent's routing profile under workload type concurrency, the contact stays queued indefinitely.

    Create a routing profile in Connect Customer to link queues to agents · To create a routing profile, step 4, Rules and validations, last bullet · Checked 2026-10-01

Documents

Cite this page

WarmTransfer. (2026, October 1). Setting up queues and routing profiles in Amazon Connect. WarmTransfer. https://warmtransfer.net/guides/amazon-connect-routing-profile-setup

@misc{warmtransfer-amazon-connect-routing-profile-setup,
  title  = {Setting up queues and routing profiles in Amazon Connect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/amazon-connect-routing-profile-setup},
  note   = {Verified 2026-10-01}
}