# Omnichannel routing and channel capacity Canonical: https://warmtransfer.net/knowledge/omnichannel-routing-concepts Last verified: 2026-09-30 Omnichannel routing balances contacts across voice, chat, email, and task channels while enforcing per-channel and cross-channel capacity limits[^15][^43][^54]. Contact center platforms define these limits through routing profiles, utilization tables, and multimedia profiles to determine which interactions an agent receives concurrently[^15][^35][^45]. ## Amazon Connect routing and concurrency In Amazon Connect, an agent is assigned to exactly 1 routing profile, while 1 routing profile can contain many agents[^12]. The routing profile defines which channels (voice, chat, task, and email) route to those agents and whether agents can handle channels concurrently[^15]. The Amazon Connect `MediaConcurrency` API type restricts the voice channel concurrency to a minimum of 1 and a maximum of 1[^21]. Maximum contacts per agent for chat, task, and email channels can be set up to 10 simultaneous contacts per channel[^11]. For the email channel, this setting defines how many emails an agent can receive, while the agent can initiate twice that number of outbound emails[^6]. Amazon Connect uses the term cross-channel concurrency to specify whether agents can accept contacts while already on another channel[^4]. Configured per channel, the cross-channel concurrency setting provides 2 options: allow other channels concurrently, or allow no other channels while on that channel[^5]. Without cross-channel concurrency, agents are offered voice, chat, task, or email contacts only when fully idle, and active contacts on 1 channel prevent contacts from any other channel[^9]. In an AWS worked example, an agent handling 1 task (configured to allow other channels) and 1 chat (configured for no other channels) does not receive an incoming voice call until the chat concludes, because the chat setting blocks other channels[^2]. WarmTransfer's reading of the sources is that contacts from other channels are offered only when the cross-channel setting of every active channel permits other channels, and a single blocking channel withholds them[^1]. If queue Priority and Delay are equal, Amazon Connect prioritises the longest-waiting contact across channels, preserving first-in first-out routing[^8]. When multiple agents are eligible for a contact, it routes to the agent handling the fewest contacts across all channels, checking time in Available status only to break ties[^7]. ### Profile configuration, queues, and tasks A channel selected on an Amazon Connect queue entry must also be enabled in the routing profile's Channel Settings to route contacts[^16]. Removing a channel from Channel availability stops contacts of that channel across all queues in the profile[^3]. AWS states that to apply different priorities to a queue based on the channel, administrators should add the queue to the routing profile twice with differing channel and priority configurations[^17]. Combinations placed under Manual Assignment are not routed automatically, and manual assignment supports chats, tasks, and emails[^10]. In Amazon Connect, a task is a contact routed, prioritised, assigned, and tracked like a voice or chat contact[^20]. Tasks can last up to 7 days by default, and task templates can extend task duration up to 90 days[^19]. Persistent chat is implemented through chat rehydration, which starts a new session and retrieves transcripts using either `ENTIRE_PAST_SESSION` or `FROM_SEGMENT`[^14]. Sessions are not linked automatically: administrators must pass the previous contact ID via `SourceContactId` on `StartChatContact` or use the Create persistent contact association flow block, and only 1 method can be used[^13]. Only ended chat sessions can be rehydrated, and AWS recommends waiting 30 to 60 seconds after a chat ends before initiating rehydration[^18]. For Task and Email channels only, Amazon Connect supports concurrency by workload type rather than channel, providing each workload type an individual limit of 1 to 10 and separate cross-channel rules[^25]. Workload-type cross-channel settings include 3 options: no other channels or workload types, allow other workload types of the same channel only, or allow other channels concurrently[^24]. Each channel can contain at most 5 workload types per routing profile, and their cumulative concurrency cannot exceed 10[^22]. Channel-level concurrency and workload-type concurrency cannot be mixed on the same channel, as configuring 1 disables the other[^23]. If an incoming contact's workload type is not configured in the agent's profile, the contact stays queued indefinitely[^26]. ## Genesys Cloud agent utilization Genesys Cloud defines agent utilization as the maximum concurrent interactions assigned to an agent by ACD[^43]. Utilization is configured at both organization and agent levels, with agent-level settings overriding organization-level settings[^35]. The agent-level utilization documentation states that the maximum capacity for each interaction type is 50[^27]. Genesys warns that setting voice capacity higher than Inbound Max Voice Calls causes platform instability[^44]. Interruption rules use an 'Interrupted by' field on each media type row, listing the media types permitted to interrupt ongoing interactions of that type[^31]. For example, adding Voice to the Chat row enables incoming calls to alert an agent who is on a chat[^31]. By default, calls and callbacks do not override each other[^28]. When an interaction interrupts another, hold time is recorded on the interrupted interaction for the duration the agent was utilized on the other conversation[^30]. Non-ACD calls are excluded from the ACD count by default, but administrators can check 'Count non-ACD calls in utilization capacity' to include them[^37]. Genesys Cloud allows up to 100 utilization labels per organization and assigns 1 label per interaction[^33]. When labels are used, ACD checks media-level utilization first, checking label-level capacity only if media capacity exists[^34]. An incoming interaction can interrupt an existing one only when both the media-level and label-level interruptibility configurations permit it[^32]. Asynchronous messaging channels include web messaging, SMS messaging, third-party messaging, and open messaging[^36]. The messaging threading timeline is the duration a conversation stays open after disconnection, after which new messages start a new conversation[^41]. The timeline defaults to 72 hours (4320 minutes) and can be set from 0 to 72 hours in 1-minute increments[^40]. When messages are grouped into a single conversation, Genesys Cloud routes messages from that customer to the same agent and displays conversation history[^42]. ## Webex Contact Center multimedia profiles Webex Contact Center multimedia profiles support 3 blending types: Blended, Blended Real-time, and Exclusive[^54]. A Blended profile allows an agent to handle simultaneous contacts across different media types, with independent capacity settings per channel[^45]. Each active contact consumes 1 channel of that media type while the agent is engaged[^48]. Multimedia profiles can be associated with a site, team, or agent; the agent assignment overrides the team, and the team overrides the site[^53]. By default, every site receives `Default_Telephony_Profile`, configuring voice capacity to 1 and chat, email, and social to 0[^49]. Queues are created with a single channel type: Telephony, Chat, Email, or Social[^55]. When an agent becomes available on a channel while contacts wait, the contact selected matches the media type of the channel that became available[^58]. Agents can toggle availability across all channels at once or adjust individual toggles for voice, chat, email, and social[^47]. If an agent is occupied on another channel and profile rules block new contacts on a given channel, the agent enters the Engaged Other state for that channel[^50]. When a telephony request is unanswered (RONA), only the telephony channel transitions to idle, leaving the agent available on digital channels like chat or email[^56]. ## Cross-platform architecture comparison WarmTransfer's reading of the sources is that capacity rules live on distinct objects across platforms: Webex Contact Center links rules to multimedia profile blending modes, Amazon Connect attaches them to routing profile channel settings, and Genesys Cloud places them in utilization media settings[^60]. We infer that scoping also differs: Amazon Connect applies capacity to agent groups via routing profiles, Webex Contact Center resolves capacity hierarchical assignments (agent over team over site), and Genesys Cloud applies organization baselines with agent overrides[^59]. ## See also - [Webex Engage as the digital channel product](https://warmtransfer.net/knowledge/webex-engage-digital) - [Webex Contact Center Enterprise as a distinct product](https://warmtransfer.net/knowledge/webex-contact-center-enterprise) - [Connecting Unified CM to Amazon Connect](https://warmtransfer.net/knowledge/cucm-with-amazon-connect) - [Connecting Unified CM to Genesys Cloud CX](https://warmtransfer.net/knowledge/cucm-with-genesys-cloud) ## Applicability Applies to: Amazon Web Services Amazon Connect, Genesys Cloud, Cisco Webex Contact Center, and Webex Contact Center; Amazon Connect; Genesys Cloud. Deployments: multi-tenant. Sources checked 2026-09-30. ## What remains uncertain Webex Contact Center Blended Real-time exact mechanics and per-channel capacity ranges are not covered by the sources below. Webex Contact Center asynchronous messaging continuity and conversation lifetime for digital channels are not covered by the sources below. Amazon Connect messaging subtypes and how they count against chat concurrency are not covered by the sources below. Genesys Cloud organization-level maximum utilization capacity is not covered by the sources below. Amazon Connect workload-type concurrency release date and regional availability are not covered by the sources below. Webex Contact Center RONA timers per channel are not covered by the sources below. Genesys Cloud default capacities and default interruption matrix are not covered by the sources below. Amazon Connect email channel routing and threading behaviour is not covered by the sources below. ## Sources [^1]: In Amazon Connect a contact from another channel is offered only when the cross-channel setting of every channel the agent is currently working permits other channels; a single blocking channel is enough to withhold it (inferred). Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Example of how a contact is routed with cross-channel concurrency, steps 5 to 7. Checked 2026-09-30. [^2]: In the AWS worked example, an agent handling one chat (set to no other channels) and one task (set to allow other channels) is not offered a queued voice call until the chat is finished, because the chat setting still blocks other channels. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Example of how a contact is routed with cross-channel concurrency, steps 5 and 6. Checked 2026-09-30. [^3]: Removing a channel from Channel availability on an Amazon Connect routing profile stops contacts of that channel to its agents across all queues in the profile. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Tips for setting up channels and concurrency, first bullet. Checked 2026-09-30. [^4]: Amazon Connect uses the term cross-channel concurrency for whether agents can handle contacts while already on another channel, and requires it to be specified when a routing profile handles multiple channels. Source: [How routing works in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/about-routing.html), How routing works with multiple channels, first paragraph. Checked 2026-09-30. [^5]: The Amazon Connect cross-channel concurrency setting is chosen per channel and has two options: no other channels while the agent is on that channel, or allow other channels concurrently. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Channel Settings table, row 'Cross-channel concurrency'. Checked 2026-09-30. [^6]: For the Amazon Connect email channel, Maximum contacts per agent sets how many emails an agent can receive, and the agent can initiate twice that number of outbound emails. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Channel Settings table, row 'Maximum contacts per agent', second paragraph. Checked 2026-09-30. [^7]: When more than one Amazon Connect agent can take a contact, it is offered to the agent handling the fewest contacts across all channels, and time in Available status is compared only to break a tie. Source: [Queue priority and delay examples to help you load balance Connect Customer contacts](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing-profiles-priority.html), Example 7: Both agents are available, but one is already handling contacts on another channel. Checked 2026-09-30. [^8]: When evaluating multiple channels for an agent, Amazon Connect prioritises the longest-waiting contact if queue Priority and Delay are equal, so first-in first-out is preserved across channels. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), introduction, numbered list item 3. Checked 2026-09-30. [^9]: 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. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), introduction, 'Option 2'. Checked 2026-09-30. [^10]: Queue and channel combinations listed only under Manual Assignment in an Amazon Connect routing profile are not routed automatically; manual assignment supports tasks, emails and chats. Source: [How routing works in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/about-routing.html), How routing works with manual assignment. Checked 2026-09-30. [^11]: In an Amazon Connect routing profile, Maximum contacts per agent for the chat, task and email channels can be set up to 10 simultaneous contacts per channel. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), To create a routing profile, step 3, Channel Settings table, row 'Maximum contacts per agent'. Checked 2026-09-30. [^12]: In Amazon Connect each agent is assigned to exactly one routing profile, and one routing profile can have many agents. Source: [How Connect Customer uses routing profiles](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html), introduction, two bullets under the first sentence. Checked 2026-09-30. [^13]: Amazon Connect does not link persistent chats automatically: the previous contact ID must be supplied, either as SourceContactId on StartChatContact or through the Create persistent contact association flow block, and only one of the two methods may be used. Source: [Enable customers to resume chat conversations in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/chat-persistence.html), How to enable persistent chat. Checked 2026-09-30. [^14]: Amazon Connect persistent chat works by chat rehydration, which starts a new chat session and retrieves transcripts of past chat contacts, with rehydration types ENTIRE_PAST_SESSION and FROM_SEGMENT. Source: [Enable customers to resume chat conversations in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/chat-persistence.html), Chat rehydration. Checked 2026-09-30. [^15]: An Amazon Connect routing profile specifies which channels (voice, chat, task and email) are routed to its agents and whether channels are allowed concurrently. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), introduction, bullet 'Channels'. Checked 2026-09-30. [^16]: In an Amazon Connect routing profile, a channel selected on a queue entry must also be enabled in Channel Settings; otherwise contacts from that channel are not routed to the agents. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Queues table, row 'Channels'. Checked 2026-09-30. [^17]: To give one Amazon Connect queue a different priority per channel, AWS says to add the queue to the routing profile twice with different channel and priority settings. Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), Tips for setting up channels and concurrency, fourth bullet. Checked 2026-09-30. [^18]: Only Amazon Connect chat sessions that have ended can be rehydrated onto a new chat session, and AWS advises waiting 30 to 60 seconds after a chat ends before rehydrating from it. Source: [Enable customers to resume chat conversations in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/chat-persistence.html), Chat rehydration, 'Important' box. Checked 2026-09-30. [^19]: An Amazon Connect task can last up to 7 days by default, and a task template can extend the duration up to 90 days. Source: [The task channel in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/tasks.html), When do tasks end?, first paragraph. Checked 2026-09-30. [^20]: In Amazon Connect a task is a contact that is routed, prioritised, assigned and tracked in the same way as a voice or chat contact. Source: [The task channel in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/tasks.html), What is a task?, first paragraph. Checked 2026-09-30. [^21]: The Amazon Connect MediaConcurrency API type gives the VOICE channel a valid concurrency range with minimum 1 and maximum 1. Source: [MediaConcurrency](https://docs.aws.amazon.com/connect/latest/APIReference/API_MediaConcurrency.html), Contents, field 'Concurrency'. Checked 2026-09-30. [^22]: Amazon Connect allows at most 5 workload types per channel in one routing profile, and the sum of their concurrency values on a channel cannot exceed 10. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), Workload-type concurrency, list 'The following limits apply'. Checked 2026-09-30. [^23]: An Amazon Connect routing profile cannot use channel-level concurrency and workload-type concurrency on the same channel; enabling one disables the other. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), Workload-type concurrency, third paragraph. Checked 2026-09-30. [^24]: Amazon Connect workload-type cross-channel behaviour has three options: no other channels or workload types, only allow other workload types of the same channel, and allow other channels concurrently. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), Workload-type concurrency, second paragraph, last sentence. Checked 2026-09-30. [^25]: For the Task and Email channels only, Amazon Connect can set concurrency per workload type instead of per channel, giving each workload type its own limit of 1 to 10 and its own cross-channel behaviour. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), Workload-type concurrency, second paragraph. Checked 2026-09-30. [^26]: If an Amazon Connect contact's workload type has no matching entry in the agent's routing profile, the contact remains queued indefinitely. Source: [Channels and concurrency for routing contacts in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html), Workload-type concurrency, 'Important' box. Checked 2026-09-30. [^27]: The Genesys Cloud agent-level utilization article states that the maximum capacity for each interaction type is 50. Source: [Configure utilization at the agent level](https://help.genesys.cloud/articles/configure-agent-utilization-at-the-agent-level/), note on maximum capacity. Checked 2026-09-30. [^28]: By default Genesys Cloud does not allow calls and callbacks to override each other. Source: [Agent utilization](https://help.mypurecloud.com/articles/utilization/), paragraph on interruption defaults. Checked 2026-09-30. [^29]: Genesys Cloud default utilization lets an agent handle one call, one email and one callback, and up to four chats, four messages and four workitems. Source: [Agent utilization](https://help.mypurecloud.com/articles/utilization/), default utilization list near the top of the article. Checked 2026-09-30. [^30]: In Genesys Cloud, when one interaction interrupts another, hold time is emitted on the interrupted interaction to show how long the agent was utilized on another conversation. Source: [Configure utilization at the org level](https://help.genesys.cloud/articles/configure-utilization-at-the-org-level/), note following the field descriptions. Checked 2026-09-30. [^31]: In Genesys Cloud utilization, the 'Interrupted by' field on a media type's row lists the media types allowed to interrupt an interaction of that type; to alert an agent to a call while on a chat, Voice is added on the Chat row. Source: [Configure utilization at the org level](https://help.genesys.cloud/articles/configure-utilization-at-the-org-level/), field 'Interrupted by'. Checked 2026-09-30. [^32]: In Genesys Cloud an inbound interaction can interrupt an ongoing interaction only when both the media-level and the label-level interruptibility settings of the ongoing interaction allow it. Source: [Overview of utilization labels](https://help.genesys.cloud/articles/overview-of-utilization-labels/), paragraph on interruptibility. Checked 2026-09-30. [^33]: Genesys Cloud allows up to 100 utilization labels per organization and one label per interaction. Source: [Overview of utilization labels](https://help.genesys.cloud/articles/overview-of-utilization-labels/), limits statements. Checked 2026-09-30. [^34]: When utilization labels are in use, Genesys Cloud checks the agent's media-level utilization first and checks label-level utilization only if the agent has capacity at the media level. Source: [Overview of utilization labels](https://help.genesys.cloud/articles/overview-of-utilization-labels/), section describing how routing evaluates labels, with the 'Dan' example. Checked 2026-09-30. [^35]: Genesys Cloud utilization is configurable at organization level and at agent level, and agent-level settings override organization-level settings. Source: [Configure utilization at the agent level](https://help.genesys.cloud/articles/configure-agent-utilization-at-the-agent-level/), introductory note on agent-level settings. Checked 2026-09-30. [^36]: Genesys Cloud groups its asynchronous messaging channels as third-party messaging, SMS messaging, web messaging and open messaging. Source: [About messaging](https://help.genesys.cloud/articles/about-messaging/), list of messaging channel types. Checked 2026-09-30. [^37]: Genesys Cloud excludes non-ACD calls from the ACD utilization count by default, and an administrator can enable 'Count non-ACD calls in utilization capacity' to include them. Source: [Agent utilization](https://help.mypurecloud.com/articles/utilization/), paragraph on non-ACD calls. Checked 2026-09-30. [^38]: The Genesys Cloud org-level utilization article states that the maximum capacity for each interaction type is 25 (disputed). Source: [Configure utilization at the org level](https://help.genesys.cloud/articles/configure-utilization-at-the-org-level/), note on maximum capacity. Checked 2026-09-30. [^39]: A Genesys announcement dated 2024-06-08 describes the organization's maximum utilization capacity as 50 and says agent maximum capacity was raised from 25 to 50 to align with it (disputed). Source: [Increased agent utilization capacity](https://help.genesys.cloud/announcements/increased-agent-utilization-capacity/), announcement body. Checked 2026-09-30. [^40]: The Genesys Cloud messaging threading timeline defaults to 72 hours (4320 minutes) and is configurable from 0 to 72 hours in 1-minute increments. Source: [Messaging threading timeline](https://help.genesys.cloud/articles/messaging-threading-timeline/), paragraphs on default and configurable range. Checked 2026-09-30. [^41]: The Genesys Cloud messaging threading timeline is the time a messaging conversation remains open after the agent or system disconnects; once it expires, the next message starts a new conversation. Source: [Messaging threading timeline](https://help.genesys.cloud/articles/messaging-threading-timeline/), definition paragraph. Checked 2026-09-30. [^42]: When Genesys Cloud groups messages as part of one conversation, it routes messages from the same customer to the same agent and shows the agent the conversation history. Source: [Message routing overview](https://help.genesys.cloud/articles/about-message-routing/), paragraph on conversation grouping. Checked 2026-09-30. [^43]: Genesys Cloud defines agent utilization as the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent. Source: [Agent utilization](https://help.mypurecloud.com/articles/utilization/), opening paragraph. Checked 2026-09-30. [^44]: Genesys warns that voice capacity must never be set higher than Inbound Max Voice Calls, because doing so causes platform instability. Source: [Configure utilization at the org level](https://help.genesys.cloud/articles/configure-utilization-at-the-org-level/), note under 'Inbound Max Voice Calls'. Checked 2026-09-30. [^45]: A Webex Contact Center Blended multimedia profile lets an agent handle multiple contacts simultaneously across different channel types, with the capacity of each channel configurable. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), profile type 'Blended'. Checked 2026-09-30. [^46]: A Webex Contact Center Blended Real-time multimedia profile lets an agent handle one real-time channel, either voice or chat, with a separately set limit for email. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), profile type 'Blended Real-time'. Checked 2026-09-30. [^47]: Webex Contact Center agents can set themselves available across all channels at once or on specific channels only, using separate toggles for voice, chat, email and social. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), passage on channel-specific availability. Checked 2026-09-30. [^48]: In Webex Contact Center every contact routed to an agent consumes one channel of that media type for as long as the agent is working on the contact. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), passage on Multimedia Profile configuration. Checked 2026-09-30. [^49]: Webex Contact Center assigns Default_Telephony_Profile to every site by default; it gives voice a value of 1 and chat, email and social a value of 0. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), paragraph on the default profile. Checked 2026-09-30. [^50]: Webex Contact Center shows the state Engaged Other when an agent is busy with an interaction on a different channel and the multimedia profile prevents new requests on this channel. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), state definition 'Engaged Other'. Checked 2026-09-30. [^51]: A Webex Contact Center Exclusive multimedia profile limits an agent to one customer contact at a time, with channel precedence voice first, then chat, email and social. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), profile type 'Exclusive'. Checked 2026-09-30. [^52]: Cisco's routing and queueing article says a Webex Contact Center agent can have only one voice channel and up to five channels of each other media type (disputed). Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), passage on Multimedia Profile configuration. Checked 2026-09-30. [^53]: A Webex Contact Center multimedia profile can be assigned to a site, a team or an individual agent; the agent's profile overrides the team's, which overrides the site's. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), introductory paragraph on profile association. Checked 2026-09-30. [^54]: Webex Contact Center multimedia profiles have three blending types: Blended, Blended Real-time and Exclusive. Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), profile type descriptions in 'Create a multimedia profile'. Checked 2026-09-30. [^55]: A Webex Contact Center queue is created with a single channel type: Telephony, Chat, Email or Social. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), statement on creating a queue by channel type. Checked 2026-09-30. [^56]: In Webex Contact Center a missed telephony request changes only the telephony channel state to idle; the agent stays available on other channels such as chat or email. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), passage on RONA and channel states. Checked 2026-09-30. [^57]: The Webex Contact Center multimedia profiles article was relayed as giving the social channel a range of 0 to 10 in Blended Real-time mode, against 0 to 5 in Blended mode (disputed). Source: [Manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Manage-multimedia-profiles), profile type 'Blended Real-time', maximum contacts per channel. Checked 2026-09-30. [^58]: When a Webex Contact Center agent becomes available on a channel while contacts are waiting, the contact selected for that agent is of the same media type as the channel on which the agent became available. Source: [Understand Routing and Queueing in Webex Contact Center](https://help.webex.com/en-us/article/np2fdx/Understand-Routing-and-Queueing-in-Webex-Contact-Center), passage on contact surplus routing. Checked 2026-09-30. [^59]: 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). Source: [How Connect Customer uses routing profiles](https://docs.aws.amazon.com/connect/latest/adminguide/concepts-routing.html), introduction; compared with cisco-help-nje7dhdb-wxcc-multimedia-profiles association paragraph and genesys-help-utilization-agent-level override note. Checked 2026-09-30. [^60]: 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). Source: [Create a routing profile in Connect Customer to link queues to agents](https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html), 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'. Checked 2026-09-30.