Flow block: Set working queue - Amazon Connect

Flow block: Set working queue

Description

  • This block specifies the queue to be used when Transfer to queue is invoked.

  • A queue must be specified before invoking Transfer to queue except when used in a customer queue flow. It's also the default queue for checking attributes, such as staffing, queue status, and hours of operation.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes

Task

Yes

Flow types

You can use this block in the following flow types:

  • Inbound flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

The following image shows the Properties page of the Set working queue block. It is set to the BasicQueue.


                    The properties page of the Set working queue block.

Note the following properties:

  • By queue > Set dynamically. To set the queue dynamically, you must specify the Amazon Resource Name (ARN) for the queue rather than the queue name. To find the ARN for a queue, open the queue in the queue editor. The ARN is included as the last part of the URL displayed in the browser address bar after /queue. For example, aaaaaaaa-bbbb-cccc-dddd-111111111111.

Configured block

The following image shows an example of what this block looks like when it is configured. It has the following branches: Success and Error.


                    A configured Set working queue block.

Sample flows

Amazon Connect includes a set of sample flows. For instructions that explain how to access the sample flows in the flow designer, see Sample flows. Following are topics that describe the sample flows which include this block.

Scenarios

See these topics for scenarios that use this block: