Amazon Connect service quotas - Amazon Connect

Amazon Connect service quotas

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

  • Create your instance (it must exist) and then submit a service quota increase. Use the Amazon Connect service quotas increase form. You must be signed in to your AWS account to access the form.

  • 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.

Item Default quotas for new accounts created October, 2020 or later. Learn more

AWS Lambda functions per instance

35

Agent status per instance

50

This quota cannot be increased.

Amazon Connect instances per account

2

Amazon Lex bots per instance

50

Amazon Lex V2 bot aliases per instance

100

Concurrent calls per instance

10

What is counted? All calls currently being handled by agents or waiting in a queue for an agent. Callbacks waiting in a callback queue are not counted until the callback is offered to an available agent.

If this quota is exceeded, contacts will get a reorder tone (also known as a fast busy tone), which indicates no transmission path to the called number is available.

Tip

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: Another way to determine your concurrent calls quota is to edit a queue and enter an exceptionally large number for the contact limit. The resulting error message will display your quota for concurrent calls. For example, in the following image, it shows the call quota for that instance is 99.

Concurrent chats per instance

100

This includes chats that are waiting.

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

By default Maximum contacts in queue is set to your Concurrent calls per instance quota. If you plan to have more chats than that in a queue, submit a request to increase the Concurrent chats per instance quota, and then increase the Maximum contacts in queue setting.

Concurrent tasks per instance

2500 concurrent active tasks

What is counted? 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).

By default Maximum contacts in queue is set to your Concurrent calls per instance quota. If you plan to have more tasks than that in a queue, submit a request to increase the Concurrent tasks per instance quota, and then increase the Maximum contacts in queue setting.

Contact flows per instance

100

Hours of operation per instance

100

Phone numbers per instance

5

Prompts per instance

500

Queues per instance

50

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.

Quick connects per instance

100

Rate of API requests

See Amazon Connect API throttling quotas.

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.

Routing profiles per instance

100

Scheduled reports per instance

50

Security profiles per instance

100

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.

Users per instance

500

Note

Amazon Connect is not available to customers in India using Amazon Web Services through Amazon Internet Services Pvt. Ltd (AISPL). You will receive an error message if you try to create an instance in Amazon Connect.

Amazon Connect Customer Profiles service quotas

Item Default quotas

Amazon Connect Customer Profiles domains count

100

Keys per object type

10

Maximum expiration in days

1,096 (3 years)

This is the expiration of objects and profiles.

Maximum number of integrations

50

Maximum size of all objects for a profile

5MB

Object and profile maximum size

250KB

This quota cannot be increased.

Objects per domain

100

Objects per profile

100

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

About default quotas

The preceding table that lists Amazon Connect service quotas provides the default quotas for new Amazon Connect accounts as of February 2020. Because the quotas have been adjusted over time, the quotas in place for your account may be different than the quotas described here.

Feature specifications

The following table lists feature specifications. They cannot be increased.

Item Feature Specification
File types supported for chat attachments

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

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.

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 Trace Record retention

24 months from the time the associated contact was initiated.

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

Max size of the CTR attributes section

32KB

Active chats per agent

10

Total duration per chat

25 hours, including wait time

Characters per chat message

1024

Open websocket connections per chat participant

5

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

Amazon Connect enforces a limit on the total number of instances that you can create or 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.

Countries you can call

You can place calls to the following countries when you create a new instance.

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

Item Countries you can call by default

Country code allow list for Outbound Calls

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.

  • Australia

  • Canada

  • Japan

  • Mexico

  • Singapore

  • United States

  • United Kingdom †

† 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.

Amazon Connect API throttling quotas

Amazon Connect 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 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 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.

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: