Contact block: Set working queue - Amazon Connect

Contact 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

Contact flow types

You can use this block in the following contact flow types:

  • Inbound contact flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

Note the following properties:

  • By queue > Use attribute. 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, .../queue/aaaaaaaa-bbbb-cccc-dddd-111111111111.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block:

Scenarios

See these topics for scenarios that use this block: