Contact Block: Check Staffing - Amazon Connect

Contact Block: Check Staffing

In contact flow types

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

  • Generic contact flow

  • Customer queue flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Description

  • Checks the current working queue, or queue you specify in the block, for whether agents are available, staffed, or online.

  • Before transferring a call to agent and putting that call in a queue, use the Check hours of operation and Check staffing blocks. They verify that the call is within working hours and that agents are staffed to service.

Properties

Configuration tips

  • You must set a queue before using a Check staffing block in your contact flow. You can use a Set Working Queue block to set the queue.

  • If a queue is not set, the contact is routed down the Error branch.

  • When a contact is transferred from one flow to another, the queue that is set in a contact flow is passed from that flow to the next flow.

Configured block

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

Scenarios

See these topics for scenarios that use this block: