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

Source notes 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. 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. 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. 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. in context
• When no Amazon Connect Customer agent is available, contacts wait in queue and are serviced first-come first-served by time in queue; a routing profile can prioritise one queue over another but order within a queue is set by when the contact was added. in context
• By default, when several Amazon Connect Customer agents are ready for an inbound contact, it is routed to the agent who has been in Available status the longest. in context
• In Amazon Connect Customer, a queue and channel combination listed only under a routing profile's manual assignment section is not routed automatically; agents pick those contacts from a worklist (tasks, emails and chats only). in context
• In Amazon Connect Customer, handling an inbound or outbound contact moves an agent to the bottom of the inbound routing order by default; the routing profile option 'Outbound calls should not impact routing order' excludes outbound contacts from that calculation. in context
• In Amazon Connect Customer, a contact an agent transfers back to a queue by quick connect keeps its original enqueue time for ranking, while a queue-to-queue transfer in a flow or API uses the new enqueue time. in context
• Longest-idle selection among qualified agents is the default agent-selection rule in both Amazon Connect Customer and Genesys Cloud, though the platforms measure idleness differently (time Available versus time since last ACD interaction). inferred in context
• 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. in context
• 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. 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}
}