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Priority, delay, and concurrency — Worked example
- Primary. Priority 1, delay 0.
- Reserve. Priority 2, delay 30s.
- Offer. Longest waiting eligible contact.
- Criteria. Steps if you need skills.
What usually goes wrong: Setting every queue to priority 1 and wondering why the overflow team is busy.
Sources and go deeper
- How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10
- Standard queues and agent queues in your Connect Customer contact center - 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