Source note · Omnichannel routing and channel capacity
Without cross-channel concurrency, an Amazon Connect agent is offered voice, chat, task or email contacts only when fully idle, and once working contacts from one channel is no longer offered contacts from any other channel.
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
- Channels and concurrency for routing contacts in Connect Customer — Amazon Web Services · tier 2 current vendor documentation · introduction, 'Option 2'
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-idle-only. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-idle-only
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-aws-idle-only,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-aws-idle-only},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-aws-idle-only},
note = {Source note omnichannel-routing-concepts-aws-idle-only, checked 2026-09-30}
}