Queue-based routing - Amazon Connect

Queue-based routing

In your business, you might want to route customers to specific agents based on certain criteria, such as the skill of the agent. This is called queue-based routing, also known as skills-based routing.

For example, an airline might have some agents who handle reservations for English-speaking customers, others who handle Spanish-speaking customers, and a third group that handles both types of customers, but only over the phone.

The following illustration shows you can:

  • Assign the same routing profile to multiple agents.

  • Assign multiple queues to a routing profile.

  • Assign a queue to multiple routing profiles.

For an overview of the steps to set up queue-based routing, see Set up queue-based routing.