How Connect Customer uses routing profiles

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/concepts-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

• Each Amazon Connect agent is assigned to exactly one routing profile, while a single routing profile can have many agents assigned to it. in context
• Queues in Amazon Connect are a waiting area for contacts and are linked to agents only through a routing profile, which also carries the channels handled and the priority and delay of each queue. in context
• Amazon Connect Customer ships with a default queue named BasicQueue and a default routing profile named Basic routing profile, which together with the default flows let a contact center run without customization. in context
• In Amazon Connect Customer each agent is assigned to exactly one routing profile, and a routing profile can have many agents. in context
• An Amazon Connect Customer routing profile specifies the channels its agents support, the queues they handle, and the priority and delay of each queue; queues are linked to agents only through a routing profile. in context
• In Amazon Connect each agent is assigned to exactly one routing profile, and one routing profile can have many agents. in context
• 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 in context

Cite this source record

APA

WarmTransfer. (2026, September 7). How Connect Customer uses routing profiles. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-concepts-routing

BibTeX

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