Source note · Omnichannel routing and channel capacity
Amazon Connect uses the term cross-channel concurrency for whether agents can handle contacts while already on another channel, and requires it to be specified when a routing profile handles multiple 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
- How routing works in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · How routing works with multiple channels, first paragraph
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-cross-chan-def. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-cross-chan-def
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-aws-cross-chan-def,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-cross-chan-def},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-cross-chan-def},
note = {Source note omnichannel-routing-concepts-aws-cross-chan-def, checked 2026-09-30}
}