Create a routing profile in Connect Customer to link queues to agents

Publisher

Amazon Web Services

URL

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

• In a routing profile's Queues section each queue entry has a Channels setting, a Priority in which a lower number is handled first, and a Delay in seconds that is the minimum time a contact must be in the queue before it is routed to an available agent; the channel chosen for the queue must also be enabled in the profile's Channel Settings or contacts on it are not routed. in context
• A queue's channel in a routing profile must also be enabled in the profile's Channel Settings, otherwise contacts from that channel are not routed to its agents. in context
• In a routing profile, Maximum contacts per agent for the chat channel can be set up to 10 simultaneous chats. in context
• Cross-channel concurrency per channel is either No other channels while the agent is on that channel or Allow other channels concurrently. in context
• Each Amazon Connect agent is assigned exactly one routing profile. in context
• If a contact's workload type does not match any workload-type row in the routing profile, the contact stays in queue indefinitely. in context
• Workload type concurrency permits up to five workload types per channel in a single routing profile, the sum of their concurrency values may not exceed the channel maximum concurrency limit of 10, and workload-type and channel-level concurrency are mutually exclusive for a given channel. in context
• The channel set for a queue in a routing profile must also be enabled in the profile's Channel Settings, otherwise contacts from that channel will not be routed to agents. in context
• A routing profile links queues to agents, and each agent is assigned exactly one routing profile. in context
• A routing profile is created under Users, Routing profiles, Add routing profile, where you set channel availability and concurrency, add queues with channel, priority and delay, and choose a default outbound queue whose settings such as caller ID outbound contacts respect. in context
• In Amazon Connect a contact from another channel is offered only when the cross-channel setting of every channel the agent is currently working permits other channels; a single blocking channel is enough to withhold it. inferred in context
• In the AWS worked example, an agent handling one chat (set to no other channels) and one task (set to allow other channels) is not offered a queued voice call until the chat is finished, because the chat setting still blocks other channels. in context
• Removing a channel from Channel availability on an Amazon Connect routing profile stops contacts of that channel to its agents across all queues in the profile. in context
• The Amazon Connect cross-channel concurrency setting is chosen per channel and has two options: no other channels while the agent is on that channel, or allow other channels concurrently. in context
• For the Amazon Connect email channel, Maximum contacts per agent sets how many emails an agent can receive, and the agent can initiate twice that number of outbound emails. in context
• In an Amazon Connect routing profile, Maximum contacts per agent for the chat, task and email channels can be set up to 10 simultaneous contacts per channel. in context
• An Amazon Connect routing profile specifies which channels (voice, chat, task and email) are routed to its agents and whether channels are allowed concurrently. in context
• In an Amazon Connect routing profile, a channel selected on a queue entry must also be enabled in Channel Settings; otherwise contacts from that channel are not routed to the agents. in context
• To give one Amazon Connect queue a different priority per channel, AWS says to add the queue to the routing profile twice with different channel and priority settings. in context
• The three platforms attach the cross-channel rule to different objects: Webex Contact Center to a blending mode on the multimedia profile, Amazon Connect to a per-channel setting on the routing profile, and Genesys Cloud to a per-media-type 'Interrupted by' list in utilization. inferred in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Create a routing profile in Connect Customer to link queues to agents. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-routing-profiles

BibTeX

@misc{warmtransfer-aws-connect-routing-profiles,
  title  = {Create a routing profile in Connect Customer to link queues to agents},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-routing-profiles},
  note   = {Amazon Web Services, accessed 2026-09-07}
}