Contact Block: Distribute by Percentage - Amazon Connect

Contact Block: Distribute by Percentage

In contact flow types

You can use this block in the following contact flow types:

  • Generic contact flow

  • Customer queue flow

  • Outbound Whisper flow

  • Transfer to Agent flow

  • Transfer to Queue flow


  • This block is useful for doing A/B testing. It routes customers randomly based on a percentage.

  • Like flipping a coin, contacts are distributed randomly, which doesn’t guarantee exact percentage splits.


How it works

This block creates static allocation rules based on how you configure it. Internal logic generates a random number between 1-100. This number identifies which branch to take. It doesn't use current or historical volume as part of it's logic.

For example, say a block is configure like this:

  • 20% = A

  • 40% = B

  • 40% remaining = Default

When contact a is being routed through a flow, Amazon Connect generates the random number.

  • If number is between 0-20, the contact is routed down the A branch.

  • Between 21-60 it's routed down the B branch.

  • Greater than 60 it's routed down the Default branch.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block: