AWS connect: Clarified routing priority tie-breaking by contact count
Summary
Documents that Connect Customer routes to the agent handling the fewest contacts across all channels before comparing time available, and adds Example 7 covering cross-channel concurrency routing behavior.
Security assessment
The change clarifies contact routing/load-balancing semantics and explicitly notes there is no misconfiguration; it does not address a vulnerability, credential, or access-control concern.
Evidence
+If the agents are handling different numbers of contacts, Connect Customer offers the contact to the agent who is handling the fewest. Connect Customer compares time available only to break a tie. For an example, see Example 7: Both agents are available, but one is already handling contacts on another channel.
Diff
diff --git a/connect/latest/adminguide/concepts-routing-profiles-priority.md b/connect/latest/adminguide/concepts-routing-profiles-priority.md index ee16c4708..8fa9a14bb 100644 --- a//connect/latest/adminguide/concepts-routing-profiles-priority.md +++ b//connect/latest/adminguide/concepts-routing-profiles-priority.md @@ -7 +7 @@ -Example 1: Different priority but same delayExample 2: Same priority but different delayExample 3: Different Priorities and DelaysExample 4: Same Priority and DelayExample 5: Agent is idle and Contact is in 30 second delay queueExample 6: Different routing profiles, same queues, different priorities +Example 1: Different priority but same delayExample 2: Same priority but different delayExample 3: Different Priorities and DelaysExample 4: Same Priority and DelayExample 5: Agent is idle and Contact is in 30 second delay queueExample 6: Different routing profiles, same queues, different prioritiesExample 7: Both agents are available, but one is already handling contacts on another channel @@ -74 +74 @@ Support | 1 | 0 -For this routing profile, the oldest contact is routed first. It goes to the agent who has been idle for the longest time. +For this routing profile, Connect Customer routes the oldest contact first. If the available agents aren't handling any contacts, Connect Customer routes it to the agent who has been idle for the longest time. If the agents are handling different numbers of contacts, Connect Customer routes it to the agent who is handling the fewest. For an example, see Example 7: Both agents are available, but one is already handling contacts on another channel. @@ -93 +93 @@ Agent B | 5 | 1 - * Routing always attempts to route to the longest available agent first. + * When the available agents aren't handling any contacts, routing attempts to route to the longest available agent first. @@ -95 +95,3 @@ Agent B | 5 | 1 -Agent A has a profile with Priority 1 for Queue 1, and Agent B has a profile with Priority 5 for Queue 1. Contact Z is added to Queue 1 while both agents are available. In this case, Contact Z will always be routed to whichever agent has been available for longer. If Agent B has been available longer, Contact Z will be routed to Agent B. +Agent A has a profile with Priority 1 for Queue 1, and Agent B has a profile with Priority 5 for Queue 1. Contact Z is added to Queue 1 while both agents are available and neither is handling a contact. In this case, Connect Customer always routes Contact Z to the agent who has been available for longer. If Agent B has been available longer, Connect Customer routes Contact Z to Agent B. + +If the agents are handling different numbers of contacts, Connect Customer offers the contact to the agent who is handling the fewest. Connect Customer compares time available only to break a tie. For an example, see Example 7: Both agents are available, but one is already handling contacts on another channel. @@ -107,0 +110,19 @@ No. Priority 5 agents receive calls from that queue only if their other priority +## Example 7: Both agents are available, but one is already handling contacts on another channel + +In this example, two agents share a routing profile that is set up for cross-channel concurrency. This means Connect Customer can offer them a voice contact while they handle email. Both agents are available, but they aren't handling the same number of contacts. Contact Z is added to the voice queue. + +The following table shows how many contacts each agent is handling and how long each agent has been available. + +Agent | Contacts being handled | Time available +---|---|--- +Agent A | 0 | 1 minute +Agent B | 2 emails | 10 minutes + +Connect Customer routes Contact Z to Agent A, even though Agent B has been available longer. When Connect Customer chooses between agents who can both take the contact, it first compares how many contacts each agent is handling across all channels. It then offers the contact to the agent who is handling the fewest. Connect Customer compares time available only when the agents are handling the same number of contacts. + +Connect Customer doesn't exclude Agent B from routing, and there is no misconfiguration. Connect Customer offers Agent B voice contacts again after Agent B is handling the same number of contacts as the other available agents, or fewer. + +###### Note + +The comparison counts contacts on all channels, not only the channel of the contact that Connect Customer is routing. Connect Customer offers a voice contact to an agent who is handling one email before an agent who is handling two emails. This is true even if the agent who is handling two emails has been available longer. +