Contact block: Change routing priority / age - Amazon Connect

Contact block: Change routing priority / age

Description

  • Change a customer's position in the queue. For example, move the contact to the front of the queue, or to the back of the queue.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes

Task

Yes

Contact flow types

You can use this block in the following contact flow types:

  • Outbound Whisper flow

  • Inbound contact flow

  • Customer queue flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

This block gives you two options for changing a customer's position in queue:

  • Set priority. The default priority for new contacts is 5. You can raise the priority of a contact - compared to other contacts in the queue - by assigning them a higher priority, such as 1 or 2.

  • Adjust by time. You can add or subtract seconds or minutes from the amount of time the current contact spends in queue. Contacts are routed to agents on a first-come, first-served basis. So changing their amount of time in queue compared to others also changes their position in queue.

Here's how this block works:

  1. Amazon Connect takes the actual “time in queue” for the contact (in this case, how long this specific contact has spent in queue so far), and adds the number of seconds you specified in the Adjust by time property.

  2. The additional seconds makes this specific contact look artificially older than it is.

  3. The routing system now perceives this contact’s “time in queue” as longer than it actually is, which affects its position within the ranked list.

Configuration tips

  • When using this block, it takes at least 60 seconds for a change to take effect for contacts already in queue.

  • If you need a change in a contact's priority to take effect immediately, set the priority before putting the contact in queue, that is, before using a Transfer to queue block.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block:

Scenarios

See these topics for more information about how routing priority works: