Contact block: Check queue status - Amazon Connect

Contact block: Check queue status

Description

  • Checks the status of the queue based on specified conditions.

  • Branches based on the comparison of Time in Queue or Queue capacity.

    • Time in queue is the amount of time the oldest contact spends in queue, before they are routed to an agent or removed from the queue.

    • Queue capacity is number of contacts waiting in a queue.

  • If no match is found, the No Match branch is followed.

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:

  • Inbound contact flow

  • Customer queue flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

Configuration tips

The order in which you add conditions matters at the runtime. Results are evaluated against conditions in the same order in which you add them to the. Contacts are routed down the first condition to match.

For example, in the following condition order, every value matches one of first two conditions. None of the other conditions are ever matched.

In this next example, all contacts with a wait time in queue of 90 or less will match first condition only. This means <=9, <=12, <=15, <=18, <=20, <=21 are never run. Any value greater than 90 is routed down the >=21 condition branch.

Configured block

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

Scenarios

See these topics for scenarios that use this block: