Set up agents to assign tasks to themselves - Amazon Connect

Set up agents to assign tasks to themselves

For an agent to be able receive a task, they need a quick connect created for them. With this quick connect, agents will be able to assign tasks to themselves, and other agents will be able to assign tasks to them.

Step 1: Create a quick connect for the agent

  1. On the navigation menu, choose Routing, Quick connects, Add a new.

  2. Enter a name for the quick connect, such as the name of the agent. For example, if you want Jane Doe to be able to assign tasks to herself, enter Jane Doe.

  3. Under Type, use the dropdown list to choose Agent.

  4. Under Destination, use the dropdown list to choose the user name for the agent.

  5. Under Contact flow, choose Default agent transfer, or the appropriate contact flow for your contact center.

  6. Under Description, enter a description, such as Jane Doe's quick connect.

  7. Choose Save.

Step 2: Create a queue for the agent and associate the quick connect

  1. After you create the quick connect, go to Routing, Queues and add a queue for the agent.

  2. On the Add new queue page, in the Quick connects box, search for the quick connect you created for the agent.

  3. Select the quick connect and then choose Save.

Step 3: Add the queue to the agent's routing profile

  1. Go to Users, Routing profiles and choose the agent's routing profile.

  2. Add the agent's queue to the routing profile, and choose Task for the channel.

    If the agent can receive transfers through other channels, select them as well.

  3. Choose Save.