Source note · AI predictive and affinity routing in contact centers
When every Amazon Connect routing step has expired, the contact is offered to the longest available agent who has the queue in their routing profile.
Checked 2026-10-02
When all steps have expired, the contact is offered to the longest available agent who has the queue in their routing profile.
- 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 · How routing criteria works, step 3
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-steps-expire-lai. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-steps-expire-lai
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-connect-steps-expire-lai,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-steps-expire-lai},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-steps-expire-lai},
note = {Source note predictive-routing-ai-connect-steps-expire-lai, checked 2026-10-02}
}