How routing works in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/about-routing.html

Published

unknown

Updated

unknown

Accessed

2026-09-07

HTTP status

200

License

Proprietary. (c) Amazon Web Services Inc. AWS Site Terms. No license notice printed in the fetched body.; no-redistribution; short excerpts and locators only

Claims citing this source

• When multiple agents are ready, an inbound contact is by default routed to the agent who has been in the Available status the longest, and contacts within a queue are served first-come first-served by time in queue. fact in context
• A contact belonging to a queue and channel combination listed only in the manually assigned section of a routing profile is not routed automatically to agents with that profile; agents self-assign it from the worklist app. fact in context
• Handling an outbound contact moves an agent to the bottom of the inbound routing order by default, and a routing profile option named Outbound calls should not impact routing order suppresses that effect. fact in context
• When an agent transfers a contact back to a queue using a quick connect, the original enqueue time is used to rank it in the subsequent queue; when a flow or API performs a queue-to-queue transfer, the new enqueue time is used instead. fact in context

Cite this source record

APA

WarmTransfer. (2026, September 7). How routing works in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-about-routing

BibTeX

@misc{warmtransfer-aws-connect-about-routing,
  title  = {How routing works in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-about-routing},
  note   = {Amazon Web Services, accessed 2026-09-07}
}