Amazon Connect delay on routing profiles with only Chats
We are experiencing a delay of almost 40 seconds on routing profiles that only have chats configured as priority 1 and with a 0 second delay. The contacts are being received by agents on other routing profiles that have chats configured as priority 2 or 3 with delays of 30-60 seconds, before the chats are routed to the person with the routing profile that should have priority 1 and no delay for chats.
Here are the screenshot of the routing profiles, they both have the same queue, the first one is configured to receive chats first, and the second one is configured to receive calls first.
We only have two agents assigned to those routing profiles, one agent to each profile, when we open a chat to test, both agents are available, but the chat is connected to the agent that has chats configured as priority 2 instead of being routed to the agent that has the routing profile with chats as priority 1, something else that is strange is that the routing profile configured with chats as priority 2 should have a 15 seconds delay for chats, but when he open the chat it will instantly be connected to the agent with that routing profile, skipping the 15 seconds delay.
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I suggest you test this during off hours to have at least 1 agent logged in to each of the RP. And see if chat is routing to the appropriate agent as expected.
Base on what you mentioned, it is very possible that chat goes to the non-expected agents if the primary group were busy and the chat had been waited for 30 sec, then more agents from other RP are eligible to accept this chat. Once the eligibility opens up, the longest idle agent across ALL the RP will pick up the chat. So if you have a chat surplus situation, and chat is in queue for 30 sec, and your primary agent just come off ACW, their idle time will be very low, while RP with PRI 2/3 with 30sec delay might have a longer idle time.
Also check the missed contact for the Chat that were routed to unexpected agents to see if primary agent potentially might have rejected the chat or missed accepting the chat as well.
It is hard to troubleshoot the delay on "profiles" without having a clear picture of the whole profiles/queues configuration. If you can share the details of the setup, we can maybe help identifying a root cause. Contacts are routed to queues, and queues are included in multiple profiles, so having the complete configuration, to see the queue(s) where you notice the delays, as well as what other profiles they are included in should help.
Hi, I added the screenshots and more information to the question.
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Hi, we created two routing profiles to test with a different agent assigned to each profile, when we did the test both agents were available, but the test chat was connected to the agent that has chats configured as priority 2 instead of being offered to the agent with chats configured as priority 1, also the delay configured for the chats on the routing profile with priority 2 for chats was skipped, the agent got connected to the chat right away.
So base on your RP, looks to be right. But first I would like to clarify that Routing Profile Priority has no influence across routing profile. It is used within the RP's queue on which contact should the agent take first. So in your example, the Troubleshooting RP PRI 2 is only being compared to the Voice Pri 1. So that this agent will clear out all Voice calls first (RP PRI 1), then they will consider any queue that has (RP PRI 2), in this case, chat.
I setup in my test env and it seems to work correctly that chat waited <15 sec is only routed to the RP that has 0 sec Delay. And it will delay the contact to my available agent with the 15 sec delay only after 15 sec.
With this being said, you should check the CTR to see the actual queue time, if the queue time is >15sec. There could be something in the flow causing the issue.
Another way to check is only have the Agent with RP 15 sec Delay be Available, send the chat in, it should WAIT at least 15 sec before sending the chat to the agent. If the chat is sent right away.
Also, I am assuming the queue for chat is the SAME queue in BOTH Routing Profile. This has to be the case for this logic to work. You masked the prefix so I cannot tell if they are absolutely the same queue or not.