Queues: standard and agent - Amazon Connect

Queues: standard and agent

There are two types of queues:

  • Standard queues: This is where contacts wait before they are routed to and accepted by agents.

  • Agent queues: These queues are created automatically when you add an agent to your contact center.

    Contacts are only routed to agent queues when explicitly sent there as part of a contact flow. For example, you might route contacts to a specific agent who's responsible for certain customer issues, such as billing or premium support. Or you might use agent queues to route to an agent's voice-mail.

Contacts waiting in agent queues are higher priority than contacts waiting in standard queues. Contacts in agent queues have the highest priority and zero delay:

  • Highest priority: If there's another contact in the basic queue, Amazon Connect chooses to give the agent the contact from the agent queue first.

  • Zero delay: If the agent is available, the contact immediately gets routed to them.

In a real-time metrics report, you can monitor how many contacts are in standard queues and agent queues. The following image shows a sample real-time metrics Queues report where an Agents table and Agents queues table have been added.

When an agent gets a contact from a standard queue, the contact never appears in the agent queue. It just goes directly to the agent.

Tip

The metrics APIs don't support agent queues.

Default queue: BasicQueue

Amazon Connect includes a default queue named BasicQueue. Along with the default contact flows and default routing profile (named Basic routing profile), it powers your contact center so you don't need to do any customization. This is what enables you to get started quickly.