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:

• Sample queue customer

• Sample queue configurations

Scenarios

See these topics for scenarios that use this block:

• Set up agent-to-agent transfers

• Transfer contacts to a specific agent