Set up routing - Amazon Connect

Set up routing

In Amazon Connect, routing consists of three parts: queues, routing profiles, and contact flows. This topic discusses queues and routing profiles. For information about contact flows, see Create Amazon Connect contact 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): voice, chat, or both.

  • How many chat conversations agents can handle simultaneously, up to 5.

  • Whether individual queues are for voice, chat, or both.

Each agent is assigned to one routing profile.