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In Amazon Connect, when you have two routing profiles with the same queue but different priorities, it's important to understand that queue priority doesn't determine which agent receives calls first when multiple agents are available.
If you have two routing profiles:
- PL1: Queue1 with 0 delay and Priority 1
- PL2: Queue1 with 0 delay and Priority 3
The priority setting in this case doesn't determine which agent will receive the call first. Instead, when multiple agents are available, Amazon Connect will route the contact to the agent who has been available the longest (the longest idle agent), regardless of their routing profile's priority setting for that queue.
The priority setting in routing profiles determines the order in which queues are checked for an individual agent, not which agent gets priority among multiple available agents. For example, if an agent has multiple queues in their profile, the queue with priority 1 will be checked before a queue with priority 3.
If you specifically want agents with routing profile PL1 to receive calls before agents with routing profile PL2, you would need to use a different approach, such as:
- Use different queues for different agent groups
- Use agent-based routing with agent hierarchies
- Implement custom routing logic in your flows
Simply setting different priorities for the same queue in different routing profiles will not achieve the goal of making PL1 users receive calls before PL2 users. Adding delay would not help in this specific scenario either.
Sources
Queue priority and delay examples to help you load balance Amazon Connect contacts - Amazon Connect
Set up routing in Amazon Connect - Amazon Connect
answered a year ago
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Thanks david I did the same, but was thinking it will provide unnecessary delay for user experience in case Initial agents are not available, I already tried custom customer queue flow to incorporate transfer to queue functionality, but that approach had some limitations for salesforce scv integration. Was researching b/w different approaches to provide better user experience. Please lmk in case you come across some resources with similar discussions or approaches
Even 1 second of delay is enough. If there is are available agents in PL1, they'll be offered the call - it'll route to the longest waiting agent and alert that agent for 20 seconds (assuming you're not using auto-answer) before considering any others. If there are no available agents in PL1, then after 1 second it'll look for available agents in PL1 and PL2. Proficiency routing should allow you to do this without any delay, though it does have a trade-off in setup & maintenance.
Yeah, like lukwarne said, 1 s is enough and minimize the delay to your calls being answered.