Set up agents in Amazon Connect 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
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On the navigation menu, choose Routing, Quick connects, Add a new.
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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.
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Under Type, use the dropdown list to choose Agent.
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Under Destination, use the dropdown list to choose the user name for the agent.
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Under Flow, choose Default agent transfer, or the appropriate flow for your contact center.
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Under Description, enter a description, such as Jane Doe's quick connect.
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Choose Save.
The following image shows a quick connect for Jane Doe on the Quick connects page.
Step 2: Create a queue for the agent and
associate the quick connect
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After you create the quick connect, go to Routing, Queues and add a queue for the agent.
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On the Add new queue page, in the Quick connects box, search for the quick connect you created for the agent.
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Select the quick connect and then choose Save.
Step 3: Add the queue to the agent's
routing profile
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Go to Users, Routing profiles and choose the agent's routing profile.
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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.
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Choose Save.
