MediaConcurrency - Amazon Connect

MediaConcurrency

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

Contents

Channel

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

Type: String

Valid Values: VOICE | CHAT | TASK

Required: Yes

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.

Type: Integer

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

Required: Yes

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.

Type: CrossChannelBehavior object

Required: No

See Also

For more information about using this API in one of the language-specific AWS SDKs, see the following: