Configure Agent Settings - Amazon Connect

Configure Agent Settings

Before you configure your agent settings, here is some info to have on hand. Of course, you can always change this information later.

  • What is their routing profile? They can only be assigned one.

  • Will they have the Agent security profile or a custom profile you created?

  • Are they going to use a soft phone? If so, will they be connected to contacts automatically, or will they need to press the Accept button in their contact control panel (CCP)?

  • Or, are they going to use a desk phone? If so, what is their number?

  • How many seconds do they have for After contact work (ACW)?

  • Are they going to be assigned to an agent hierarchy?


You can't configure how long an available agent has to connect with a contact before it's missed. Agents have 20 seconds to accept or reject a contact. If no action is taken, the contact is routed to the next available agent and the current agent's status will be Missed.

To configure agent settings

  1. In the navigation pane, go to Users, User management.

  2. Choose the user you want to configure, then choose Edit.

  3. Assign a routing profile to them. You can only assign one.

  4. Assign the Agent security profile, unless you've created custom security profiles.

  5. Under Phone Type choose whether the agent is using a desk phone or soft phone.

    • If you select desk phone, enter their phone number.

    • If you select soft phone, choose Auto-Accept Contact if you want agents to be connected to calls automatically. This doesn't apply to chats.

  6. In After contact work (ACW) timeout, type how many seconds agents have for after contact work, such as entering notes about the contact.

  7. Under Agent Hierarchy select any groups the agent should be part of.