Source note · Omnichannel routing and channel capacity
Capacity is scoped differently on each platform: Amazon Connect sets it on a routing profile shared by a group of agents, Webex Contact Center on a multimedia profile resolved agent over team over site, and Genesys Cloud as an organization default with per-agent override.
inferred · Checked 2026-09-30
- Vendor
- not restricted
- Product
- Webex Contact Center; Amazon Connect; Genesys Cloud
- Subsystem
- channel capacity model
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Status
- inferred
- Checked
- 2026-09-30
Sources
- How Connect Customer uses routing profiles — Amazon Web Services · tier 2 current vendor documentation · introduction; compared with cisco-help-nje7dhdb-wxcc-multimedia-profiles association paragraph and genesys-help-utilization-agent-level override note
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-x-assign-scope. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-x-assign-scope
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-x-assign-scope,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-x-assign-scope},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-x-assign-scope},
note = {Source note omnichannel-routing-concepts-x-assign-scope, checked 2026-09-30}
}