Create a routing profile - Amazon Connect

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 which queues will be in it. You can also specify whether one queue should be prioritized over another.

Each agent is assigned to one routing profile.

To create a routing profile

  1. Choose Users, Routing profiles, Add new profile.

  2. Enter or choose the following information:

    Item Description

    Name

    Enter a searchable display name.

    Description

    Describe what the routing profile is for.

    Set channels and concurrency

    Choose whether agents assigned to this profile handle contacts using voice, chat, or both.

    For Chat, specify up to five chat conversations that an agent can have simultaneously.

    For more on setting this option, see Tips for setting up channels and concurrency .

    For information about how Amazon Connect routes contacts when multiple channels are in use, see How routing works with multiple channels.

  3. Under Routing profile queues, enter the following information:

    Item Description

    Name

    Use the dropdown menu to choose a queue you've already set up. You can add multiple queues to a routing profile.

    Channels

    Choose whether the queue is for chat, voice, or both.

    Important

    The channel that you specify here must also be specified under Set channels and concurrency. 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 Queues: priority and delay.

    Default outbound queue

    Choose a queue to be associated with outbound calls placed by the agents.

  4. Choose Add new profile.

Tips for setting up channels and concurrency

  • Use Set channels and concurrency to toggle on and off whether agents assigned to a profile get voice and chat contacts.

    For example, there are 20 queues assigned to a profile. All of the queues are enabled for both voice and chat. 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.

  • For each queue in the profile, choose whether it's for voice or chat contacts, or both.

  • If you want a queue to handle both voice and chat contacts, but want to assign a different priority to each channel, add the queue twice, like this: