Routing profile worksheet

Confirm before relying.

Queues wait. Profiles decide who is eligible.

• 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.

Building a queue per agent.

Priority, delay, and concurrency

• Delay is in seconds. A delay of 0 means eligible immediately.
• Two profiles can point at one queue with different priority.
• Cross-channel concurrency is a choice. A voice call plus three chats is a workload, not a free feature.
• Change routing priority / age if a flow must jump the line. Use it rarely and log why.

Setting every queue to priority 1 and wondering why the overflow team is busy.

Hours and overrides

• Check hours before Set working queue.
• Publish the time zone in the prompt if you serve more than one.
• Overnight hours that cross midnight need a careful read of the day boundary.
• The override quota is not adjustable.

Testing hours from a browser in another time zone and trusting the result without reading the queue zone.

Proficiencies filter inside a queue

• Proficiency routing is documented for voice, chat, task, and email.
• AND and OR are the Boolean operators. Comparison is >=, or a range of levels from 1 to 5.
• The same attribute cannot appear more than once in one expression.
• A custom predefined-attribute name cannot start with aws: or connect:.

Deleting the queue because a proficiency should be enough. The criteria never runs until the contact is in a queue.