Source note · Omnichannel routing and channel capacity
When evaluating multiple channels for an agent, Amazon Connect prioritises the longest-waiting contact if queue Priority and Delay are equal, so first-in first-out is preserved across channels.
Checked 2026-09-30
Even though it's evaluating multiple channels at the same time, First-In First-Out is still respected.
- 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
- Channels and concurrency for routing contacts in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · introduction, numbered list item 3
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-fifo-cross-chan. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-fifo-cross-chan
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-aws-fifo-cross-chan,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-fifo-cross-chan},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-fifo-cross-chan},
note = {Source note omnichannel-routing-concepts-aws-fifo-cross-chan, checked 2026-09-30}
}