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

Source notes 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. 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. in context
• Routing criteria set on a contact have no effect if the contact is transferred into an agent queue. in context
• A routing step carries one of six statuses: Inactive, Active, Expired, Joined, Interrupted or Deactivated. 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. 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. in context
• Amazon Connect documentation describes a routing step that targets up to 10 preferred agents by user ID, including an agent predicted as best fit by the customer's own custom machine learning model, followed by attribute-based steps. in context
• Amazon Connect routing criteria are a sequence of routing steps, each a set of requirements built from predefined attribute, value, comparison operator and proficiency level, which an agent must meet to be joined to the contact. in context
• Amazon Connect's documented route to ML-driven agent matching is a customer-built model feeding routing criteria, and no native predictive routing model comparable to Genesys or Webex was found in the pages reviewed. inferred in context
• An Amazon Connect contact restricted to a preferred agent stays restricted until that routing step expires, even if the agent is offline, busy, in a nonproductive status or deleted. in context
• Amazon Connect routing steps allow up to eight AND attributes, up to three OR conditions, and proficiency levels compared with >= or as a range from 1 to 5. in context
• When every Amazon Connect routing step has expired, the contact is offered to the longest available agent who has the queue in their routing profile. 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}
}