Source note · Omnichannel routing and channel capacity
In Amazon Connect a contact from another channel is offered only when the cross-channel setting of every channel the agent is currently working permits other channels; a single blocking channel is enough to withhold it.
inferred · Checked 2026-09-30
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Status
- inferred
- Checked
- 2026-09-30
Sources
- Create a routing profile in Connect Customer to link queues to agents — Amazon Web Services · tier 2 current vendor documentation · Example of how a contact is routed with cross-channel concurrency, steps 5 to 7
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-all-must-allow. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-all-must-allow
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-aws-all-must-allow,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-all-must-allow},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-all-must-allow},
note = {Source note omnichannel-routing-concepts-aws-all-must-allow, checked 2026-09-30}
}