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Routing profiles, queues, and skills — Advanced
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
- 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