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.

Contents

• How routing works
• Create a queue
• Disable a queue
• Delete a queue
• Set queue capacity
• Set the hours of operation
• Create a routing profile
• Delete a routing profile
• Set up queue-based routing
• Routing using agent proficiencies