In Amazon Connect, routing consists of three parts: queues, routing profiles, and flows. This topic discusses queues and routing profiles. For information about flows, see Flows in Amazon Connect.
A queue holds contacts waiting to be answered by agents. You can use a single queue to handle all incoming contacts, or you can set up multiple queues.
Queues are linked to agents through a routing profile. When you create a routing profile, you specify:
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Which queues will be in it.
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Whether one queue should be prioritized over another.
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What channels agents will handle in the Contact Control Panel (CCP).
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How many contacts agents can handle simultaneously for each channel.
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Whether individual queues are for all channels or specific ones.
Each agent is assigned to one routing profile.
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