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Exclude Individual Agent in Queue From Routing

0

We have a use case where based on a contact attribute the call must not be routed to a specific agent assigned to the queue. So if there are 50 available agents assigned to the queue, we need to be able to make sure it doesn't get routed to one of them based on a contact attribute. Any help is appreciated.

Thanks

Topics
Application IntegrationBusiness Applications
Tags
Amazon Connect
Language
English
Eric
asked 9 months ago219 views
1 Answer
0

The agents have routing profiles, the routing profiles have queues. So unless you dynamically change the routing profile of the agent this is not possible. The only other thing I can think of is to dynamically set the agent state of all agents you want to exclude to not ready and then reset them once the call is answered, but this is a terrible idea.

david

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dmacias
answered 9 months ago

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