Route contacts based on queue capacity - Amazon Connect

Route contacts based on queue capacity

To define routing decisions based on queue capacity, use a Transfer to queue block to check whether a queue is full (Maximum contacts in queue), and then route the contact accordingly.

The Transfer to queue block checks the Maximum contacts in queue. If no limit is set, the queue is limited to the number of total concurrent contacts for the following quotas:

  • Active tasks per instance

  • Concurrent calls per instance

  • Concurrent chats per instance