Routing Profiles

• Add new
• Modify Routing Profile
• Assign Routing Profile to Agent

Create new 

1. Log in to Amazon Connect.
2. On the navigation menu, select Users> Routing profiles.
3. Click Add routing profile.
4. In the Routing Profile Details section, Enter Name and Description.
5. In the Channel Settings section, select Voice (only option for now)
6. In the Queues Settings section,
   • Assign whichever queues for this profile from the dropdown menu.
   • Modify Priority and Delay as needed (in the Priority- Specify the order in which contacts are to be handled for that queue. In the Delay- Enter the minimum amount of time a contact should be in the queue before they are routed to an available agent).
   • Assign Outbound queue.
   • Assign queue order.
7. Click Save.

Modify Routing Profile

1. Log in to Amazon Connect.
2. On the navigation menu, select Users> Routing profiles.
3. Click on the hyperlink of the Routing profile to modify.
4. Change Parameters as desired:
   1. Name & Description
   2. Channel- Only Voice
   3. Queues
      • Modify Assigned queues for this profile
      • Modify Priority and Delay as needed.
      • Modify Outbound Queue
5. Click Save.

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Assign Routing Profile to Agent

1. On the navigation menu, select Users> User Management
2. Click on the hyperlink for the agent to modify
3. Click on the Routing Profile section to select the desired Routing Profile
4. Click Save

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