Source note · Omnichannel routing and channel capacity
In the AWS worked example, an agent handling one chat (set to no other channels) and one task (set to allow other channels) is not offered a queued voice call until the chat is finished, because the chat setting still blocks other channels.
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
- 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 and 6
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-blocking-example. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-blocking-example
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-aws-blocking-example,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-blocking-example},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-blocking-example},
note = {Source note omnichannel-routing-concepts-aws-blocking-example, checked 2026-09-30}
}