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.

Important things to know

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

  • We review each request for a quota increase. For smaller increase requests, we can approve in hours. Larger increase requests take time to review, process, approve, and deploy. Depending on your specific implementation, your resource, and the size of quota that you want, a request can take up to 3 weeks. An extra-large worldwide increase can potentially take months. If you're increasing your quotas as part of a larger project, keep this information in mind and plan accordingly.

  • 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 to Amazon Connect.

  • The quotas apply per AWS Region. You can have multiple Amazon Connect instances in each Region. It's possible to raise quotas for all instances in a Region.

  • Default quota values in this documentation are specifically for new accounts. Because quota defaults have been adjusted over time, the default and applied quota values for your account might be lower than the default values described in this topic.

  • Not all quotas can be adjusted.

  • There are two types of quota adjustability: account level and resource-level.

    • Account level quotas, when adjusted, apply to all Amazon Connect instances in this account and Region. For example, the maximum transactions per second (TPS) limits for a specific API.

    • Resource level quotas, when adjusted, only apply to resources within a specific Amazon Connect instance. For example, the maximum number of users per instance. Resource level quotas cannot be adjusted at the account level.

Important

You need AWS CLI version 2.13.20 or higher to view and manage resource-level quotas such as Phone numbers per instance for Amazon Connect.

Amazon Connect quotas

Name Default Adjustable Adjustability

AWS Lambda functions per instance

50

Yes

Resource Level

Agent status per instance

50

No

Not Adjustable

Amazon Connect instances per account

2

Yes

Account Level

Amazon Lex bots per instance

70

No

Resource Level

Amazon Lex V2 bot aliases per instance

100

Yes

Resource Level

Concurrent active calls per instance

10

For more information, see How contacts are counted.

Yes

Resource Level

Concurrent active chats per instance

500

This includes chats that are waiting and SMS.

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

Yes

Resource Level

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

Resource Level

Flows per instance

100

Yes

Resource Level

Hours of operation per instance

100

Yes

Resource Level

Maximum duration that a task can be scheduled in future

6 days

No

Not Adjustable

Maximum number of reschedules allowed for a task scheduled for a future time

20

No

Not Adjustable

Modules per instance

200

No

Not Adjustable

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

Resource Level

Predefined attributes per instance

25

Yes

Resource Level

Proficiencies per agent

10

Yes

Resource Level

Prompts per instance

500

Yes

Resource Level

Queues per instance

100

Yes

Resource Level

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.

The Routing profiles page, the routing profiles queues section, voice and chat queues.
Yes

Resource Level

Quick connects per instance

100

Yes

Resource Level

Rate of API requests

See Amazon Connect API throttling quotas.

Yes

Account Level

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

Resource Level

Routing profiles per instance

500

Yes

Resource Level

Scheduled reports per instance

100

Yes

Resource Level

Security profiles per instance

100

Yes

Resource Level

Task templates per instance

50

No

Not Adjustable

Task template customized fields per instance

50

No

Not Adjustable

Theme detection reports generated within 30 minutes per instance

6

No

Resource Level

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

Resource Level

Users per instance

500

Yes

Resource Level

Amazon Connect AppIntegrations service quotas

Name Default Adjustable

Data integration associations per data integration

10

Yes

Data integrations per Region

10

Yes

Event integration associations per event integration

10

Yes

Event integrations per Region

10

Yes

Application per region (third-party application)

25

No

Amazon Q in Connect service quotas

Item Default quotas Adjustable

Assistants

5

No

Knowledge bases

10

No

Assistant associations

1

No

Maximum size of a knowledge base

5GB per knowledge base

No

Quick responses per knowledge base

1,000

No

Content per knowledge base

5,000

Examples of content are frequently asked questions (FAQs), wikis, articles, and step-by-step instructions for handling different customer issues.

No

Maximum size per document

1MB

No

RateLimit for all APIs

10TPS

The rate limit for DeleteQuickResponse and SearchQuickResponses is 20TPS

No

Amazon Connect Cases service quotas

Name Default Adjustable

Cases domains per AWS account

5

Yes

Fields in a Cases domain

500

Yes

Field options per single-select field in the Cases domain

500

Yes

Layouts in a Cases domain

100

Yes

Templates in a Cases domain

100

Yes

Related items that can be attached to a case

200

Yes

Files that can be attached to a case

50

Yes

Case fields per case layout

100

Yes

Contact Lens service quotas

Name Default Adjustable

Concurrent real-time calls with analytics

50

100 for US East (N. Virginia)

Yes

Concurrent post-call analytics jobs

200

See Derive Concurrent post-call analytics jobs based on your Amazon Connect call volume.

Yes

Concurrent chat analytics jobs

200

Yes

Concurrent post-contact summary jobs (limit is shared between all supported channels - voice, chat)

10

Yes

Derive Concurrent post-call analytics jobs based on your Amazon Connect call volume

A post-call analytics job is kicked off after the completion of each contact with Contact Lens enabled. The time to complete a post-call analytics job can vary, but for planning purposes, you can estimate that it usually takes about 40% of the call length. If you choose 40% for your estimate, to calculate concurrent post-call analytics jobs, you would use the following formula:

(average call duration in minutes) * (0.4) * (calls per hour) / (60)

The following table shows some examples of what the approximate number of concurrent post call jobs would be if you assume the time to complete the analysis is 40%.

Average call duration (in minutes) Calls per hour* Approximate Concurrent post-call jobs

5

1000

33

10

500

33

10

1000

67

10

3000

200

*For the example 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 Customer Profiles service quotas

Name Default Adjustable Description
Amazon Connect Customer Profiles domain count Each supported Region: 100 Yes The maximum number of Amazon Connect Customer Profiles domains you can create in this account in the current AWS Region.
Keys per object type Each supported Region: 10 Yes The maximum number of keys that can be defined per object type in the current AWS Region.
Maximum expiration in days Each supported Region: 1,098 Yes The maximum expiration, in days, that can be defined for an object or profile in the current AWS Region.
Maximum number of calculated attributes per domain Each supported Region: 50 No The maximum number of calculated attributes per domain in the current AWS Region.
Maximum number of event stream per domain Each supported Region: 1 No The maximum number of event stream per domain in the current AWS Region.
Maximum number of integrations Each supported Region: 50 Yes The maximum number of integrations per domain in the current AWS Region.
Maximum size of all objects for a profile Each supported Region: 51,200 Kilobytes Yes The total size of a profile, including all of its related objects, in the current AWS Region.
Object and profile maximum size Each supported Region: 250 Kilobytes No The maximum size of a single profile or profile object in the current AWS Region.
Object types per domain Each supported Region: 100 Yes The maximum number of object types you can define per domain in the current AWS Region.
Objects per profile Each supported Region: 1,000 Yes The maximum number of objects that can be attached to a single profile in the current AWS Region.

Amazon Connect Outbound campaigns service quotas

Name Default Adjustable Adjustability

Campaigns

25

This is the maximum number of campaigns that an AWS account can configure.

Yes

Resource Level

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 watchlist

500

Maximum number of watchlists per domain

3, including the default watchlist of a domain

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.

How contacts are counted

The following contacts are counted in Concurrent active calls per instance:

  • Handled by a 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 active calls per instance quota by doing the following:

  1. Navigate to the Edit a queue page: choose Routing, Queues, and choose a queue.

  2. Choose Set a limit across all channels.

  3. Enter an exceptionally large number in the Maximum contacts in queue box for the contact limit.

The resulting error message displays your quota as less than the sum of the following quotas combined: Concurrent calls per instance + Concurrent active chats per instance + Concurrent active tasks per instance.

For example, in the following image from the Edit queues page, you add 1 to the error message, to get Concurrent calls per instance + Concurrent active chats per instance + Concurrent active tasks per instance quota = 3010.

The edit queue page, Maximum contacts in queue.

The error message shows 3009 because you must set always set Maximum contacts in queue to a number that is at least 1 less than your combined quota (which is the default limit).

API throttling quotas

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 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, all operations have a RateLimit of 2 requests per second and a BurstLimit of 5 requests per second, with the following exceptions:

Important

*GetCurrentMetricData, as well as GetCurrentUserData and GetMetricDataV2, may incorrectly display 200 as their throttling quota in the Service Quotas console. We recommend you use the specified default quota as your limit or open a ticket.

Amazon Connect Cases API throttling quotas

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 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 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 Customer Profiles API throttling quotas

API Default TPS throttling limits

ListDomains

5

GetDomain

5

CreateDomain

1

UpdateDomain

1

DeleteDomain

1

ListProfileObjectTypes

5

GetProfileObjectType

10

PutProfileObjectType

1

DeleteProfileObjectType

1

ListProfileObjectTypeTemplates

5

GetProfileObjectTypeTemplate

5

ListIntegrations

5

GetIntegration

5

PutIntegration

1

DeleteIntegration

1

ListIdentityResolutionJobs

5

GetIdentityResolutionJob

5

GetAutoMergingPreview

1

CreateEventStream

1

ListEventStreams

5

DeleteEventStream

5

GetEventStream

5

CreateCalculatedAttributeDefinition

1

GetCalculatedAttributeDefinition

5

UpdateCalculatedAttributeDefinition

1

DeleteCalculatedAttributeDefinition

5

ListCalculatedAttributeDefinitions

5

CreateIntegrationWorkflow

5

DeleteWorkflow

5

ListWorkflows

5

GetWorkflow

5

GetWorkflowSteps

5

SearchProfiles

100

ListProfileObjects

100

GetMatches

100

GetSimilarProfiles

100

ListRuleBasedMatches

5

GetCalculatedAttributeForProfile

100

ListCalculatedAttributesForProfile

100

CreateProfile

100

UpdateProfile

100

PutProfileObject

100

AddProfileKey

100

DeleteProfile

100

DeleteProfileObject

100

DeleteProfileKey

100

MergeProfiles

100

TagResource

5

UntagResource

5

ListTagsForResource

5

ListAccountIntegrations

100

Amazon Connect Outbound Campaigns Service API throttling quotas

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

  • If different 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 Outbound Campaigns Service API, the number of requests per second is limited to the following:

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:

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

  • 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.

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

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