Set the Maximum contacts in queue limit - Amazon Connect

Set the Maximum contacts in queue limit

To determine how many contacts can be in a queue at the same time, you set the Maximum contacts in queue limit for the queue.

This setting applies to all the contacts that are in the queue, across all channels. For example, you set Maximum contacts in queue to 100 and configure the queue for calls, chats, and tasks. This means the limit is set to a total of 100 concurrent calls AND chats AND active tasks in the queue.

Important

By default you cannot set Maximum contacts in queue to be greater than your Concurrent calls per instance service quota. If you increase the service quotas for Active tasks per instance or Concurrent chats per instance, you must update Maximum contacts in queue so there's enough capacity for those channels in the queue.

For information about default service quotas and how to request an increase, see Amazon Connect service quotas.

To set Maximum contacts in queue

  1. On the navigation menu, choose Routing, Queues, Add new queue. Or, edit an existing queue.

  2. Under Maximum contacts in queue choose Set limit.

  3. Specify how many contacts can be in the queue before it's considered full.

    Queued callbacks count towards the queue size limit, but they are routed to the error branch. For example, if you have a queue that handles both callbacks and incoming calls, and that queue reaches the size limit:

    • The next callback is routed to the error branch.

    • The next incoming call gets a reorder tone (also known as a fast busy tone), which indicates no transmission path to the called number is available.