Create a routing profile in Amazon Connect to link queues to agents

To create a routing profile

1. On the navigation menu, choose Users, Routing profiles, Add routing profile.

2. In the Routing Profile Details section, in the Name box, enter a searchable display name. In the Description box, enter what the profile is used for.

3. In the Channel Settings section, enter or choose the following information:

   Item	Description
   Channel availability	Choose which types of contacts will be routed to agents who are assigned to this routing profile.
   Maximum contacts per agent	For chat, task, and email channels, specify how many contacts that an agent can handle simultaneously, up to 10.
   Cross-channel concurrency	Choose one of the following options: No other channels while agent is on channel. For example, while an agent is on a chat, they will not receive a voice contact, email, or a task. Allow other channel concurrently. For example, while an agent is on a voice contact, they can be offered contacts from any other channels enabled in the routing profile, such as chats, emails, and tasks. See Example of how a contact is routed with cross-channel concurrency.

4. In the Queues section, enter the following information:

   Item	Description
   Name	Use the dropdown menu or text field to choose a queue that you've already set up. You can add multiple queues to a routing profile.
   Channels	Choose whether the queue is for chat, voice, email, task, or all of them. Important The channel that you specify here must also be specified in the Channel Settings section. If it isn't, contacts from that channel won't be routed to agents.
   Priority	Specify the order in which contacts are to be handled for that queue. For example, a contact in a queue with a priority of 2 would be a lower priority than a contact in a queue with a priority of 1.
   Delay (in seconds)	Enter the minimum amount of time a contact should be in the queue before they are routed to an available agent. To learn more about how Priority and Delay work together, see Load balancing contacts in a queue in your contact center.
   Default outbound queue	Choose a queue to be associated with outbound calls or emails initiated by the agents. Outbound contacts respect the settings from the default outbound queue, such as caller ID and "From" email address. For more information, see Create a queue using the Amazon Connect admin website.
   Set routing order	By default Amazon Connect routes new contacts to agents that have been in Available status the longest. You can customize this behavior, for example, to change the impact that outbound contacts have on the assignment of new inbound contacts.
   Outbound calls should not impact routing order	Use this setting if you don't want agents who make outbound contacts to move to the bottom of the list for receiving inbound contacts. By default new contacts are routed to the agent who has been in Available status longest. By making an outbound contact, the agent drops to the bottom of the list waiting for inbound contacts. You can use this setting to override that default logic and ensure that agents making outbound contacts still get their fair share of inbound contacts.

5. Optionally, add tags to identify, organize, search for, filter, and control who can access this routing profile. For more information, see Add tags to resources in Amazon Connect.

6. Choose Save.