Source note · AI predictive and affinity routing in contact centers
An Amazon Connect contact restricted to a preferred agent stays restricted until that routing step expires, even if the agent is offline, busy, in a nonproductive status or deleted.
Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- routing criteria
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Flow block in Connect Customer: Set routing criteria — Amazon Web Services · tier 2 current vendor documentation · FAQ, If the preferred agent is not available, what happens
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-preferred-agent-hold. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-preferred-agent-hold
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-connect-preferred-agent-hold,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-preferred-agent-hold},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-preferred-agent-hold},
note = {Source note predictive-routing-ai-connect-preferred-agent-hold, checked 2026-10-02}
}