Amazon Connect service quotas - Amazon Connect

Amazon Connect service quotas

All service quotas can be adjusted/increased unless otherwise noted.

Your AWS account has default quotas, formerly referred to as limits, for each AWS service.

To request a quota increase, see Requesting a quota increase in the Service Quotas User Guide. If the quota is not yet available in Service Quotas, use the Amazon Connect service quotas increase form. You must be signed in to your AWS account to access the form.

Considerations

  • You must create your instance before you can request a service quota increase.

  • It can take up to a few weeks to increase your service quota. If you're increasing your quotas as part of a larger project, be sure to add this time to your plan.

  • Use the same form to submit a request to port your US phone number from your current carrier to Amazon Connect. For more information about porting phone numbers, see Port your current phone number.

  • This documentation describes the default quotas for new accounts as of October 2020. Because the quotas have been adjusted over time, the default values for your account might be different than the default values described here.

Amazon Connect quotas

Name Default Adjustable

AWS Lambda functions per instance

35

Yes

Agent status per instance

50

No

Amazon Connect instances per account

2

Yes

Amazon Lex bots per instance

70

Yes

Amazon Lex V2 bot aliases per instance

100

Yes

Concurrent active calls per instance

10

For more information, see How contacts are counted.

Yes

Concurrent active chats per instance

100

This includes chats that are waiting.

If this quota is exceeded, the API call fails with a quota exceeded error.

Yes

Concurrent active tasks per instance

2500 concurrent active tasks

All tasks that have not yet ended are considered active and are counted as concurrent tasks: tasks that are being routed in flows, waiting in a queue for an agent, being handled by agents, or being run in After Contact Work (ACW).

Yes

Contact flows per instance

100

Yes

Hours of operation per instance

100

Yes

Maximum duration that a task can be scheduled in future

6 days

No

Modules per instance

200

No

Phone numbers per instance

5

It's possible to get an error message that "You've reached the limit of Phone Numbers," even if it's the first time you've claimed a phone number. All the issues that cause this error message require help from AWS Support to resolve.

Yes

Prompts per instance

500

Yes

Queues per instance

50

Yes

Queues per routing profile per instance

50

This quota refers to number of queue/channel combinations per routing profile. For example, in the following image there are two queues, but there are three queue-channel combinations: Escalation queue Voice, Escalation queue Chat, and BasicQueue Voice. This counts three towards the service limit of 50.

Yes

Quick connects per instance

100

Yes

Rate of API requests

See Amazon Connect API throttling quotas.

Yes

Reports per instance

2000

Personal saved reports count towards the reports per instance. For example, if one of your supervisors saves a report every day, it will count towards your overall number of saved reports per instance.

As a best practice, we recommend you implement policies so reports don't pile up.

Yes

Routing profiles per instance

100

Yes

Scheduled reports per instance

50

Yes

Security profiles per instance

100

Yes

Task templates per instance

50

No

Task template customized fields per instance

50

No

User hierarchy groups per instance

500

This quota applies to the total number of hierarchy groups you have, across all levels. There is no feature limit for how many hierarchy groups you can have for each level. For example, one level could have 500 hierarchy groups, which would reach the quota for your instance.

Yes

Users per instance

500

Yes

Amazon Connect Customer Profiles service quotas

Name Default Adjustable

Amazon Connect Customer Profiles domains count

100

Yes

Keys per object type

10

Yes

Maximum expiration in days

1,096 (3 years)

This is the expiration of objects and profiles.

Yes

Maximum number of integrations

50

Yes

Maximum size of all objects for a profile

50MB

Yes

Object and profile maximum size

250KB

No

Object types per domain

100

Yes

Objects per profile

1000

This is the maximum number of objects that can be attached to a profile.

Yes

Maximum number of Identity Resolution Jobs each week for a domain

3

No

Maximum number of consolidation rules in an Identity Resolution Job

10

No

Maximum number of attributes in each consolidation rule

20

No

Amazon Connect Cases service quotas (Preview)

For this preview release, please contact AWS Support for any changes to Case quotas.

Name Default

Cases domains per AWS account

2

Fields in a Cases domain

50

Field options per single-select field in the Cases domain

100

Layouts in a Cases domain

25

Templates in a Cases domain

25

Related items that can be attached to a case

50

Case fields per case template

30 (cannot be increased)

High-volume outbound communications quotas

Name Default Adjustable

Amazon Connect campaigns

25

Yes

Amazon Connect Voice ID service quotas

Item Default quotas

Domains

3

This quota applies per account.

Concurrent active sessions per domain

50

See the following table for information about how to derive your Concurrent active sessions quota based on your Amazon Connect call volume.

Maximum number of fraudsters per domain

500

Maximum number of speakers per domain

100,000

Active Batch Speaker Enrollment Jobs per domain

1

Active Batch Fraudster Registration Jobs per domain

1

Speakers per Batch Speaker Enrollment Job

10,000

Fraudsters per Batch Fraudster Registration Job

500

Derive Concurrent active sessions based on your Amazon Connect call volume

Use the information in the following table to derive your quota for Voice ID Concurrent active sessions per domain. Base your quota on the number of voice calls handled by your Amazon Connect contact center where Voice ID is enabled.

Amazon Connect Voice Contacts (Calls)/Hour* Voice ID Concurrent active sessions

1,000

50

5,000

250

10,000

500

20,000

1,000

50,000

2,500

*For the calculations in the preceding table, we assume a fairly uniform distribution of calls during the hour. If you have more complex traffic patterns, contact AWS Support with details about your anticipated traffic pattern.

Amazon Connect Wisdom service quotas

Item Default quotas

Assistants

5

Knowledge bases

10

Maximum size of a knowledge base

5GB per knowledge base

Content per knowledge base

10,000

Maximum size per document

1MB

RateLimit for all APIs

50TPS

Feature specifications

The following table lists feature specifications.

Note

Feature specifications cannot be increased.

Item Feature Specification
Maximum size of a real-time metrics report

200KB

File types supported for chat attachments

.csv, .doc, .docx, .jpeg, .jpg, .pdf, .png, .ppt, .pptx, .txt, .wav, .xls, .xlsx

Max file size for a chat attachment

20MB

Attachments per chat conversation

5

People who can listen in on the same agent call at the same time

5

For example, you can have a group of 5 people listen in to a call at the same time, and then a different group of 5 people listen in to a different call at the same time, and so on.

Quick connects you can assign to a queue

700

Participants on a conference call

3

The three participants are the customer, agent, and a third person who can be either another agent or an external third-party.

Contact record retention

24 months from the time the associated contact was initiated.

You can choose to stream contact records to Kinesis so you can manage retention and perform advanced analysis.

Max size of the contact record attributes section

32KB

Active chats per agent

10

Total duration per chat

Up to 7 days, including wait time

  • The default is 25 hours. You configure the chat duration using StartChatContact API and add the ChatDurationInMinutes parameter.

  • Minimum configurable chat duration is 1 hour (60 minutes).

  • Maximum configurable chat duration is 7 days (10,080 minutes).

Characters per chat message

1024

Open websocket connections per chat participant

5

Chat Amazon Lex bot integration timeout

6 seconds

The maximum time within which the Amazon Lex bot must respond to the chat customer's prompt.

Task templates per instance

50

Task template customized fields per instance

50

Maximum duration of a task

7 days

Maximum number of transfers for a task

11 transfers

Maximum number of linked tasks on an existing contact

11

Limit on creating and deleting instances

100 instances can be created or deleted in 30 days

Amazon Connect enforces a limit on the total number of instances that you can create and delete in 30 days. If you exceed this limit, you will get an error message indicating there has been an excessive number of attempts at creating or deleting instances. You must wait 30 days before you can restart creating and deleting instances in your account.

For example, if you create 80 instances and delete 20 over the course of 30 days, you must wait an additional 30 days before you can create or delete any more instances. If you create and delete the same instance 100 times in 30 days, the limit also applies.

Amazon Connect Rules feature specifications

The following table lists feature specifications.

Note

Feature specifications cannot be increased.

Item Feature Specification
Published rules per instance

200

Draft rules per instance

50

Conditions in a rule

20

Condition type Number of entries or selections Post-call Real-time
Words or phrases - Exact match

100

Yes

Yes

Words or phrases - Semantic match

4

Yes

Not supported

Words or phrases - Pattern match

100

Yes

Yes

Queue condition

100

Yes

Yes

Agent condition

100

Yes

Yes

Custom attributes

5

Yes

Yes

Sentiment - Time period

5

Yes

Yes

Sentiment - Entire contact

5

Yes

Not supported

Interruptions

5

Yes

Not supported

Non-talk time

5

Yes

Not supported

How contacts are counted

The following contacts are counted:

  • Handled by a contact flow

  • Waiting in queue

  • Handled by an agent

  • Outbound call

The following contacts are not counted:

  • Callbacks waiting in a callback queue are not counted until the callback is offered to an available agent.

  • External transfers

If the quota for concurrent active calls per instance is exceeded, contacts get a reorder tone (also known as a fast busy tone), which indicates that there is no available transmission path to the called number.

You can calculate your configured quota using CloudWatch metrics. For instructions, see Use CloudWatch metrics to calculate concurrent call quota.

If you're only taking calls you can also determine your concurrent calls quota by editing a queue and entering an exceptionally large number for the contact limit. The resulting error message displays your quota for concurrent calls. For example, in the following image, it shows the call quota for that instance is 9.

Countries you can call

The Region where your instance is created determines which countries you can call by default.

Submit a service quota increase request to allow calling to additional countries, or to limit the countries that you can call from. You must be signed in to your AWS account to access the form.

For a list of all the countries available for outbound calling, see Amazon Connect pricing.

If you already have an instance, the countries that you are allowed to call may be different that those listed in the following sections because we have changed the service quotas over time.

Instances created in US East, US West, Canada (Central) and AWS GovCloud (US-West)

You can call the following countries by default:

Instances created in Africa (Cape Town)

You can call the following countries by default:

  • South Africa

  • United Kingdom

  • United States

Instances created in Asia Pacific (Seoul)

You can call the following countries by default:

  • South Korea

  • United Kingdom

  • United States

Instances created in Asia Pacific (Singapore)

You can call the following countries by default:

Instances created in Asia Pacific (Sydney)

You can call the following countries by default:

  • Australia

  • New Zealand

  • Philippines

  • United States

Instances created in Asia Pacific (Tokyo)

You can call the following countries by default:

Instances created in EU (Frankfurt) and EU (London)

You can call the following countries by default:

Prefixes that are not allowed by default

UK numbers with the following prefixes are not allowed by default:

  • +447 +44111 +44118 +44119 +448 +44826 +449

Before you can dial these UK mobile numbers, you must submit a service quota increase request.

Japan mobile numbers with the following prefixes are not allowed by default:

  • +8170, 8180, and 8190

Before you can dial these Japan mobile numbers, you must submit a service quota increase request.

Amazon Connect API throttling quotas

Amazon Connect throttling quotas are by account, and per Region, not by user and not by instance. For example:

  • If different IAM users from the same account make requests, they are sharing a throttle bucket.

  • If multiple requests are sent from different instances from the same account, they are also sharing a throttle bucket.

When you use the Amazon Connect Service API , the number of requests per second is limited to the following:

  • For the GetMetricData and GetCurrentMetricData operations, a RateLimit of 5 requests per second, and a BurstLimit of 8 requests per second.

    Note

    The rate limit cannot be increased for GetMetricData and GetCurrentMetricData.

  • For StartChatContact, StartContactStreaming, StopContactStreaming, a RateLimit of 5 requests per second, and a BurstLimit of 8 requests per second.

  • For all other operations, a RateLimit of 2 requests per second, and a BurstLimit of 5 requests per second.

Amazon Connect Participant Service API throttling quotas

For the Amazon Connect Participant Service, the quotas are by instance.

When you use the Amazon Connect Participant Service API, the number of requests per second is limited to the following:

  • CreateParticipantConnection: a RateLimit of 6 requests per second, and a BurstLimit of 9 requests per second.

  • DisconnectParticipant: a RateLimit of 3 requests per second, and a BurstLimit of 5 requests per second.

  • GetTranscript: a RateLimit of 8 requests per second, and a BurstLimit of 12 requests per second.

  • SendEvent and SendMessage: a RateLimit of 10 requests per second, and a BurstLimit of 15 requests per second.

  • StartAttachmentUpload: a RateLimit of 2 requests per second, and a BurstLimit of 5 requests per second.

  • CompleteAttachmentUpload: a RateLimit of 2 requests per second, and a BurstLimit of 5 requests per second.

  • GetAttachment: a RateLimit of 8 requests per second, and a BurstLimit of 12 requests per second.

Amazon Connect Contact Lens Service API throttling quotas

Amazon Connect Contact Lens throttling quotas are by account, not by user and not by instance. For example:

  • If different IAM users from the same account make requests, they are sharing a throttle bucket.

  • If multiple requests are sent from different instances from the same account, they are also sharing a throttle bucket.

When you use the Amazon Connect Contact Lens API, the number of requests per second is limited to the following:

Amazon Connect Cases API throttling quotas (Preview)

API Default TPS throttling limits

CreateCase, SearchCases, UpdateCase, AssociateContact, ListTemplates, CreateRelatedItem, SearchRelatedItems

10

CreateField, ListFields, CreateDomain, GetDomain,CreateTemplate, BatchPutFieldOptions, CreateLayout, UpdateLayout, UpdateTemplate, UpdateField

5

BatchGetField

25

GetCase

15

GetTemplate, GetLayout

20

ListFieldOptions

15

Amazon Connect Voice ID Service API throttling quotas

API Default TPS throttling limits

EvaluateSession

60

Domain APIs: CreateDomain, DescribeDomain, UpdateDomain, DeleteDomain, ListDomains

Batch APIs: StartSpeakerEnrollmentJob, DescribeSpeakerEnrollmentJob, ListSpeakerEnrollmentJobs, StartFraudsterRegistrationJob, DescribeFraudsterRegistrationJob, ListFraudsterRegistrationJobs

2

ListSpeakers

5

DescribeSpeaker, OptOutSpeaker, DeleteSpeaker, DescribeFraudster, DeleteFraudster

10

CreateIntegrationAssociation, DeleteIntegrationAssociation, ListIntegrationAssociation

2

TagResource, UnTagResource, ListTagsForResource

2