Chapter

Routing profiles, queues, and skills

Who can take the contact, and in what order

Start with the queue and the one profile on the agent. Then hours and quick connects. Then proficiency steps, which run only after the contact is queued.

Fundamentals

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A queue waits. One profile links it to agents.

Queues wait. Profiles decide who is eligible.

A queue with nobody whose profile includes it is a silent parking lot.

Priority, delay, and concurrency

Lower priority number wins. Delay keeps a second team in reserve. Concurrency is how many of each channel an agent holds.

Working

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Hours, overrides, and the transfer flow on a quick connect.

Hours and overrides

The check uses the queue's hours and the queue's time zone. Your laptop's clock is irrelevant.

Quick connects and the flows behind them

A quick connect is a target plus a flow. The flow is where you record, whisper, and set attributes.

Advanced

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Predefined attributes, step timers, and a preferred agent.

Proficiencies filter inside a queue

A proficiency chooses among agents who already have the queue. It does not replace the queue.

Routing criteria, expiry, and a preferred agent

Set routing criteria does nothing until Transfer to queue, and it does nothing inside an agent queue.

Sources and go deeper

Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer AWS docs. last checked 2026-10
How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10
Set the hours of operation and time zone for a queue using Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Create quick connects in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
Automatic call distributor - Wikipedia Wikipedia. last checked 2026-10
Set up routing in Connect Customer based on agent proficiencies - Amazon Connect Customer AWS docs. last checked 2026-10
Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer AWS docs. last checked 2026-10
Create a routing profile in Connect Customer to link queues to agents - Amazon Connect Customer AWS docs. last checked 2026-10

sources.json (route-queue) sources.json (route-profile) sources.json (route-hours) sources.json (route-quick) sources.json (route-skills) sources.json (route-criteria)