Queue priority and delay examples to help you load balance Connect Customer contacts

Publisher

Amazon Web Services

URL

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

• The Delay setting on a queue in a routing profile means that the configured number of seconds must elapse before a contact in that queue can be offered to agents with that routing profile, irrespective of whether those agents are idle. fact in context
• Queue priority in a routing profile governs which queue an individual agent is searched against, not which of several available agents receives a contact; routing always attempts the longest-available agent first. fact in context
• Queue priority in a routing profile takes precedence over delay, so a contact in a lower-priority queue is not offered ahead of contacts in higher-priority queues merely because it has aged past its delay. fact in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Queue priority and delay examples to help you load balance Connect Customer contacts. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-routing-priority-examples

BibTeX

@misc{warmtransfer-aws-connect-routing-priority-examples,
  title  = {Queue priority and delay examples to help you load balance Connect Customer contacts},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-routing-priority-examples},
  note   = {Amazon Web Services, accessed 2026-09-07}
}