Standard queues and agent queues in your Connect Customer contact center

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/concepts-queues-standard-and-agent.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

• Contacts waiting in an agent queue have the highest priority and zero delay, so Amazon Connect offers an agent-queue contact to that agent ahead of a contact waiting in a standard queue. in context
• Agent queues are created automatically when an agent is added to the contact centre, and contacts reach them only when explicitly sent there by a flow. in context
• Amazon Connect Customer creates an agent queue automatically for each agent added; contacts reach an agent queue only when a flow explicitly sends them there. in context
• Contacts in Amazon Connect Customer agent queues have the highest priority and zero delay, so they are offered before contacts waiting in standard queues. in context
• The Amazon Connect Customer metrics APIs do not support agent queues, and historical metrics reports hide agent queues unless 'Show agent queues' is enabled. in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Standard queues and agent queues in your Connect Customer contact center. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-queues-standard-and-agent

BibTeX

@misc{warmtransfer-aws-connect-queues-standard-and-agent,
  title  = {Standard queues and agent queues in your Connect Customer contact center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-queues-standard-and-agent},
  note   = {Amazon Web Services, accessed 2026-09-07}
}