Independent study lab
This is an independent, free, learning-only student project. It respects every company and vendor. Trademarks belong to their owners. It is not affiliated with or endorsed by Amazon Web Services, Cisco, Genesys, Salesforce, Twilio, or any other company. If you have a concern, the page will be removed or corrected promptly through the contact form. Nothing here is sold. There are no ads. The author is happy to volunteer for any organization.
Queues wait. Profiles decide who is eligible. — Learn it in 5 minutes
About five minutes of reading
A queue with nobody whose profile includes it is a silent parking lot.
You create a queue, attach hours, an outbound caller ID, and optional quick connects. Set working queue selects it. Transfer to queue places the contact. The default is 100 queues and 50 queue-channel combinations per routing profile.
Agent queues are for transfers to a person. The default cap is 10 contacts waiting on one agent queue.
- Priority is per profile, not a property of the queue alone.
- A contact can sit in a queue that is outside the hours if you never checked hours.
- Callbacks still occupy the queue's logic. They need a staffed profile.
- Name queues for the work, not for a person.
Number on this page: Queues 100. Default per instance
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