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The caller that sat the longest in the queue should be the one to reach an agent first. And I believe this is the default case for Amazon Connect (if you don't change any settings around).
If you want to change the priority of the call you would have to use a flow block: https://docs.aws.amazon.com/connect/latest/adminguide/change-routing-priority.html
If you didn't use the priority flow block in the call flow, I would look into the call flow logs and see how the call was transferred: https://docs.aws.amazon.com/connect/latest/adminguide/contact-flow-logs.html
If you notice an abnormal flow even though your flow is correct, you should submit a case for Amazon Connect Support.
When agents use a "transfer to queue quick connect," the call is typically placed at the front of the queue for the specified destination queue. This means that the call will receive higher priority and be the next one to be offered to available agents in that queue. Currently, this is the default behaviour which is to place them at the front of the queue.
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AWS 官方已更新 3 年前- AWS 官方已更新 2 年前
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This answer directly reflects the results of testing. As a follow up, if we don't want the caller to go to the front of the queue, is it possible to put them last?
If you would like to put the call at the end of the queue, then you would need to implement custom routing logic using the Change Routing Priority[1] as mentioned by Zak in the other answer.
As a general guidance, below steps might help you,
1] You can add a "Set Queue Priority" block after the "Transfer to Queue" block in your contact flow. This block allows you to set the priority of the call. 2] Set a lower priority value for transferred calls in the "Set Queue Priority" block. 3] In the queue configuration, you can set the Queue order to "Order by Priority," and select "Oldest First" for the ordering option. This will place the calls with lower priority (transferred calls) at the end of the queue.
If you face any issues while setting the above, you can always reach out to the Amazon Connect support for further instructions.
References:
[1]. https://docs.aws.amazon.com/connect/latest/adminguide/change-routing-priority.html
Is there any documentation showing "the call is typically placed at the front of the queue for the specified destination queue"? I would have assumed Zak is correct -- that calls transferred to a queue by an agent are treated the same way as callers that reach a queue by dialing a phone number--unless the priority is explicitly changed during the "transfer to queue" flow.