Hours and overrides — Ecosystem

Glossary

• Working queue The queue selected by Set working queue. Transfer to queue uses it.
• Routing profile The list of queues an agent can receive, with channel concurrency, priority, and delay.
• Priority A number on a queue inside a routing profile. A lower number is served first.
• Delay Seconds a contact must wait before an agent with that profile can receive it.

Mind map

Open the Routing mind map

Sister technologies

Priority and delay decide who is offered the contact. The queue name does not.

Config and troubleshooting

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

Priority and delay live on the routing profile queue config, not on the queue name. Lower priority is offered first. Delay holds that queue back.

HoursOfOperation Queue RoutingProfile

Resources:
  OfficeHours:
    Type: AWS::Connect::HoursOfOperation
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: OfficeHours
      TimeZone: America/Los_Angeles
      Config:
        - Day: MONDAY
          StartTime: { Hours: 8, Minutes: 0 }
          EndTime: { Hours: 18, Minutes: 0 }
  OrdersQueue:
    Type: AWS::Connect::Queue
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: Orders
      HoursOfOperationArn: !GetAtt OfficeHours.HoursOfOperationArn
  BasicProfile:
    Type: AWS::Connect::RoutingProfile
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      Name: Basic
      DefaultOutboundQueueArn: !GetAtt OrdersQueue.QueueArn
      MediaConcurrencies:
        - Channel: VOICE
          Concurrency: 1
      QueueConfigs:
        - QueueReference: { QueueArn: !GetAtt OrdersQueue.QueueArn, Channel: VOICE }
          Priority: 1
          Delay: 0

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.