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Routing profiles, queues, and skills — Fundamentals
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.
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