Set up routing - Amazon Connect

Set up routing

In Amazon Connect, routing consists of three parts: queues, routing profiles, and flows. This topic discusses queues and routing profiles. For information about flows, see Create Amazon Connect Flows.

A queue holds contacts waiting to be answered by agents. You can use a single queue to handle all incoming contacts, or you can set up multiple queues.

Queues are linked to agents through a routing profile. When you create a routing profile, you specify:

  • Which queues will be in it.

  • Whether one queue should be prioritized over another.

  • What channels agents will handle in the Contact Control Panel (CCP).

  • How many contacts agents can handle simultaneously for each channel.

  • Whether individual queues are for all channels or specific ones.

Each agent is assigned to one routing profile.