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

Source notes 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. 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. 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. in context
• An Amazon Connect Customer routing-profile queue delay of X seconds means a contact is not offered to agents with that profile until it is at least X seconds old, regardless of whether those agents are idle. in context
• When choosing between two available Amazon Connect Customer agents, routing first compares how many contacts each is handling across all channels and offers the contact to the one handling fewest; time available only breaks ties. in context
• An agent's queue priority in an Amazon Connect Customer routing profile orders queues for that agent; it does not decide which of several available agents receives a contact. in context
• In an Amazon Connect Customer routing profile, queue priority takes precedence over delay: agents take contacts from a lower-priority queue only when higher-priority queues are empty, even if the lower-priority contact has passed its delay. in context
• Queue priority is not one concept across platforms: Amazon Connect Customer orders queues per routing profile, while Genesys Cloud converts interaction priority into equivalent waiting minutes, so a 'priority 1' setting does not transfer between them. inferred in context
• When more than one Amazon Connect agent can take a contact, it is offered to the agent handling the fewest contacts across all channels, and time in Available status is compared only to break a tie. 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}
}