Create a routing profile
While queues are a 'waiting area' for contacts, a routing profile links queues to agents. When you create a routing profile, you specify:
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Channels: Which channels—voice, chat, task—are routed to this group of agents; whether to allow channels concurrently.
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Queues: Which queues are in the routing profile; whether one queue should be prioritized over another.
Each agent is assigned to one routing profile. For more information about routing profiles and queues, see Concepts: Routing profiles.
How many routing profiles can I create? To view your
quota of Routing profiles per instance, open the Service Quotas console
at https://console.aws.amazon.com/servicequotas/
To create a routing profile
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On the navigation menu, choose Users, Routing profiles, Add routing profile.
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In the Routing Profile Details section, in the Name box, enter a searchable display name. In the Description box, enter what the profile is used for.
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In the Channel Settings section, enter or choose the following information:
Item Description Channel availability
Choose which types of contacts will be routed to agents who are assigned to this routing profile.
Maximum contacts per agent
For chat and task channels, specify how many contacts that an agent can handle simultaneously, up to 10.
Cross-channel concurrency
Choose one of the following options:
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No other channels while agent is on
channel. For example, while an agent is on a chat, they will not receive a voice contact or a task. -
Allow other channel concurrently. For example, while an agent is on a voice contact, they can be offered contacts from any other channels enabled in the routing profile, such as chats and tasks.
See Example of how a contact is routed with cross-channel concurrency.
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In the Queues section, enter the following information:
Item Description Name
Use the dropdown menu or text field to choose a queue that you've already set up. You can add multiple queues to a routing profile.
Channels
Choose whether the queue is for chat, voice, task, or all three.
Important
The channel that you specify here must also be specified in the Channel Settings section. If it isn't, contacts from that channel won't be routed to agents.
Priority
Specify the order in which contacts are to be handled for that queue. For example, a contact in a queue with a priority of 2 would be a lower priority than a contact in a queue with a priority of 1.
Delay (in seconds)
Enter the minimum amount of time a contact should be in the queue before they are routed to an available agent.
To learn more about how Priority and Delay work together, see Concepts: Queues priority and delay.
Default outbound queue
Choose a queue to be associated with outbound calls placed by the agents.
Set routing order
By default Amazon Connect routes new contacts to agents that have been in Available status the longest. You can customize this behavior, for example, to change the impact that outbound contacts have on the assignment of new inbound contacts.
Outbound calls should not impact routing order
Use this setting if you don't want agents who make outbound contacts to move to the bottom of the list for receiving inbound contacts.
By default new contacts are routed to the agent who has been in Available status longest. By making an outbound contact, the agent drops to the bottom of the list waiting for inbound contacts. You can use this setting to override that default logic and ensure that agents making outbound contacts still get their fair share of inbound contacts.
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Optionally, add Tags to identify, organize, search for, filter, and control who can access this hours of operation record. For more information, see Tag resources in Amazon Connect.
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Choose Save.
Tips for setting up channels and concurrency
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Use Channel availability to toggle on and off whether agents assigned to a profile get voice, chat, and task contacts.
For example, there are 20 queues assigned to a profile. All of the queues are enabled for voice, chat, and task. By removing the Voice option at the routing profile level, you can stop all voice calls to these agents, across all queues in the profile. When you want to restart voice contacts for these agents again, select Voice.
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When using Cross-channel concurrency, Amazon Connect checks which contact to offer the agent as follows:
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It checks what contacts/channels the agent is currently handling.
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Based on what channels they are currently handling, and the cross-channel configuration in the agent's routing profile, it determines whether the agent can be routed the next contact.
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Amazon Connect prioritizes the longest waiting contact if Priority and Delay are equal. Even though it's evaluating multiple channels at the same time, First-In First-Out is still respected.
See Example of how a contact is routed with cross-channel concurrency.
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For each queue in the profile, choose whether it's for voice, chat, task, or all three.
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If you want a queue to handle voice, chat, and task, but want to assign a different priority to each channel, add the queue twice. For example, in the following image, voice is priority 1 but chat and task are priority 2.
Example of how a contact is routed with cross-channel concurrency
For example, assume an agent is assigned to the routing profile that has the channel settings shown in the following image. They can be routed voice, chat, and task contacts. They can receive cross-channel contacts when on tasks.
The agent will experience the following routing behavior:
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Assume the agent is fully idle. Next, the agent accepts a chat and begins working on it. Meanwhile, a task comes into queue.
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Chat is set to No other channels allowed.
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So even though there is a task in queue, it will not be offered to this agent.
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Next, there is a chat in queue.
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The agent's maximum chat concurrency is 2, so they are routed another chat for total of 2 chats. The agent continues working on both of the chats.
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There are no other chats in queue. The agent finishes both chats (closes ACW).
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There is still a task waiting in queue.
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At this point, the task is offered to the agent because they are fully idle again. The agent begins working the task.
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Another chat comes into queue.
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Tasks is set to Allow other channels concurrently. So, even though the agent is already working on a task, they can still be offered the chat.
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The chat gets routed to the agent, who now works on both the 1 chat and 1 task concurrently.
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Now there is a Voice call in queue.
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The agent is still working on 1 chat and 1 task.
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Even though Task is set to Allow other channels concurrently, the agent is still working on 1 chat, and Chat is set to No other channels while agent is on a Chat contact. So, the voice call is not routed to the agent. The agent continues working on both the chat and the task.
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The agent completes the chat, but still works on the task.
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Now, because the only contact still assigned to the agent is a task, and Tasks are set to Allow other channels concurrently, this means that the agent can be offered the voice call.
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The agent picks up the voice call and is now working concurrently on both the voice call and the task.
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Now there is another task in queue.
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The agent is currently working on a voice call AND a task. Once again, Amazon Connect checks the cross channel settings and Voice is set to No other channels while agent is on a Voice contact.
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Because the agent is working on a voice call, they cannot be offered any tasks until they are done with the voice call.
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Also, because Task is set to Maximum contacts per agent is 1, even after the agent handles the voice call, they still won't be offered the task until they finish their current task.
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