Flow block in Connect Customer: Set routing criteria

Publisher

Amazon Web Services

URL

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

• A routing step may combine up to eight attributes with AND and up to three OR conditions each of which may itself carry up to eight attributes; OR and NOT are available only when the criteria are set dynamically, and OR expressions must be at the top level. fact in context
• The Set routing criteria block is available in Inbound flows, Customer queue flows, Transfer to agent flows and Transfer to queue flows, and must be paired with a Transfer to queue block to activate the criteria. fact in context
• Routing criteria set on a contact have no effect if the contact is transferred into an agent queue. fact in context
• A routing step carries one of six statuses: Inactive, Active, Expired, Joined, Interrupted or Deactivated. fact in context
• A preferred-agent routing step can target up to ten agents, and the contact stays restricted to those agents until the step expires even if an agent is offline, busy, in a non-productive status, or has been deleted from the instance. fact in context
• Routing criteria are a sequence of routing steps with optional expiry; Amazon Connect activates the first step when the contact is transferred to a standard queue, moves to the next step when a step expires, and once all steps have expired offers the contact to the longest available agent who has the queue in their routing profile. fact in context

Cite this source record

APA

WarmTransfer. (2026, September 7). Flow block in Connect Customer: Set routing criteria. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-set-routing-criteria-block

BibTeX

@misc{warmtransfer-aws-connect-set-routing-criteria-block,
  title  = {Flow block in Connect Customer: Set routing criteria},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-set-routing-criteria-block},
  note   = {Amazon Web Services, accessed 2026-09-07}
}