Connect LabAmazon Connect study

Routing

Priority, delay, and concurrency

Learn it in 5 minutes

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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.

Visual

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Priority, delay, and concurrency
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Picture from this room.

Worked example

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  1. Primary. Priority 1, delay 0.
  2. Reserve. Priority 2, delay 30s.
  3. Offer. Longest waiting eligible contact.
  4. Criteria. Steps if you need skills.

What usually goes wrong: Setting every queue to priority 1 and wondering why the overflow team is busy.

Quiz

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Question 1

Which term matches this description? The list of queues an agent can receive, with channel concurrency, priority, and delay.

Show the cited answer

The list of queues an agent can receive, with channel concurrency, priority, and delay. The term is Routing profile.

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? A number on a queue inside a routing profile. A lower number is served first.

Show the cited answer

A number on a queue inside a routing profile. A lower number is served first. The term is Priority.

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default.

Show the cited answer

Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default. The term is Queue.

Standard queues and agent queues in your Connect Customer contact center - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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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

Setting every queue to priority 1 and wondering why the overflow team is busy.

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

CloudFormation study snippet
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.

Sources and go deeper

sources.json