AWS::Connect::RoutingProfile MediaConcurrency

Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.

Syntax

To declare this entity in your AWS CloudFormation template, use the following syntax:

JSON

{
  "Channel" : String,
  "Concurrency" : Integer,
  "CrossChannelBehavior" : CrossChannelBehavior
}

YAML

  Channel: String
  Concurrency: Integer
  CrossChannelBehavior: 
    CrossChannelBehavior

Properties

Channel

The channels that agents can handle in the Contact Control Panel (CCP).

Required: Yes

Type: String

Allowed values: VOICE | CHAT | TASK

Update requires: No interruption

Concurrency

The number of contacts an agent can have on a channel simultaneously.

Valid Range for VOICE: Minimum value of 1. Maximum value of 1.

Valid Range for CHAT: Minimum value of 1. Maximum value of 10.

Valid Range for TASK: Minimum value of 1. Maximum value of 10.

Required: Yes

Type: Integer

Minimum: 1

Maximum: 10

Update requires: No interruption

CrossChannelBehavior

Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.

Required: No

Type: CrossChannelBehavior

Update requires: No interruption