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Routing criteria, expiry, and a preferred agent — Worked example
- Set. Manually or from Lambda JSON.
- Transfer. A standard queue activates it.
- Expire. Move to the next step.
- Fallback. Longest available agent on the profile.
What usually goes wrong: Expecting the criteria to follow the contact into an agent queue. The block page says it does not take effect there.
Sources and go deeper
- Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer AWS docs. last checked 2026-10
- Set up routing in Connect Customer based on agent proficiencies - 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