Source note · Omnichannel routing and channel capacity
When more than one Amazon Connect agent can take a contact, it is offered to the agent handling the fewest contacts across all channels, and time in Available status is compared only to break a tie.
Checked 2026-09-30
The comparison counts contacts on all channels, not only the channel of the contact that Connect Customer is routing.
- 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
- Queue priority and delay examples to help you load balance Connect Customer contacts — Amazon Web Services · tier 2 current vendor documentation · Example 7: Both agents are available, but one is already handling contacts on another channel
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-fewest-contacts. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-fewest-contacts
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-aws-fewest-contacts,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-fewest-contacts},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-fewest-contacts},
note = {Source note omnichannel-routing-concepts-aws-fewest-contacts, checked 2026-09-30}
}