Channels and concurrency for routing contacts in Connect Customer

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/channels-and-concurrency.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation; copyright Amazon Web Services; no-redistribution; short excerpts and locators only

Source notes citing this source

• 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. in context
• 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. in context
• 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. in context
• An Amazon Connect routing profile cannot use channel-level concurrency and workload-type concurrency on the same channel; enabling one disables the other. in context
• 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. in context
• 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. in context
• If an Amazon Connect contact's workload type has no matching entry in the agent's routing profile, the contact remains queued indefinitely. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Channels and concurrency for routing contacts in Connect Customer. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-channels-and-concurrency

BibTeX

@misc{warmtransfer-aws-connect-channels-and-concurrency,
  title  = {Channels and concurrency for routing contacts in Connect Customer},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-channels-and-concurrency},
  note   = {Amazon Web Services, accessed 2026-09-30}
}