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Priority, delay, and concurrency — Learn it in 5 minutes
About five minutes of reading
Lower priority number wins. Delay keeps a second team in reserve. Concurrency is how many of each channel an agent holds.
Voice concurrency is typically one. Chat can be higher. The profile lists queues per channel, and each queue-channel pair counts toward the quota of 50. Manual assignment queues have their own count of 50.
Routing criteria add steps that expire, which is the Connect version of a precision-queue step. Proficiencies are levels on predefined attributes, 10 per agent by default.
- 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.
Number on this page: Lower 1. Priority number that is offered first
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
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