Source note · Omnichannel routing and channel capacity
The three platforms attach the cross-channel rule to different objects: Webex Contact Center to a blending mode on the multimedia profile, Amazon Connect to a per-channel setting on the routing profile, and Genesys Cloud to a per-media-type 'Interrupted by' list in utilization.
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
- Create a routing profile in Connect Customer to link queues to agents — Amazon Web Services · tier 2 current vendor documentation · Channel Settings table, row 'Cross-channel concurrency'; compared with cisco-help-nje7dhdb-wxcc-multimedia-profiles profile types and genesys-help-utilization-org-level field 'Interrupted by'
Cite this note
APA
WarmTransfer. (2026, September 30). Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-x-where-rule-lives. WarmTransfer. https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-x-where-rule-lives
BibTeX
@misc{warmtransfer-claim-omnichannel-routing-concepts-x-where-rule-lives,
title = {Omnichannel routing and channel capacity: source note omnichannel-routing-concepts-x-where-rule-lives},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/omnichannel-routing-concepts-x-where-rule-lives},
note = {Source note omnichannel-routing-concepts-x-where-rule-lives, checked 2026-09-30}
}