Using routing profiles in Contact Center

<body>
<p id="docs-hc-snippet" style="display: none;">A routing profile in Amazon Connect links agents to specific queues and channels, defining the priority and delay for each queue, the maximum concurrency for simultaneous contacts, and the default outbound queue for agent-initiated calls. Each agent is assigned to one routing profile, and a routing profile can have multiple agents assigned to it.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_contact-center">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Contact Center</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Routing profiles in Contact Center let you manage how agents handle different communication channels. You can edit profiles to adjust channels, queues, and concurrency settings. Admins can change an agent's routing profile during shifts to match contact needs. This flexibility ensures agents receive the right contacts without disrupting ongoing interactions, especially in chat scenarios.</p>
</div>

<div class="body">

<p class="p">A routing profile in Amazon Connect links agents to specific queues and
channels, defining the priority and delay for each queue, the maximum concurrency for
simultaneous contacts, and the default outbound queue for agent-initiated calls. Each
agent is assigned to one routing profile, and a routing profile can have multiple agents
assigned to it.</p>
<p class="p">As an admin, you create a routing profile by configuring its channels and
queues. To learn more, see <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/routing-profiles.html" target="_blank">Create a routing profile in Amazon Connect to link
queues to agents</a> in the AWS documentation.</p>
<p class="p">You can edit a routing profile in Amazon Connect to update the settings, including
channels, queues, and concurrency. You can allow agents to change routing profiles
during their shift as needed, if you assign agents to a profile that is part of a
group.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="using_routing_profiles__ul_d2r_qnn_wgc">
<li class="li"><a class="xref" href="#routing-profile-edit">Editing a routing profile</a></li>
<li class="li"><a class="xref" href="#routing-profile-agent">Changing an agent's routing profile</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="routing-profile-edit">
<h2 class="title topictitle2" id="ariaid-title2">Editing a routing profile</h2>
<div class="body">
<p class="p">You can edit a routing profile in Amazon Connect to customize settings, such as
channels, queues, and concurrency.</p>
<p class="p"><strong class="ph b">To edit a routing profile</strong></p>
<ol class="ol" id="routing-profile-edit__ol_ubw_mlg_wgc">
<li class="li">In your Connect dashboard, click <strong class="ph b">Users</strong> &gt; <strong class="ph b">Routing
profiles</strong>.</li>
<li class="li">Click the name of the routing profile you want to edit.</li>
<li class="li">Update the name and description, as needed.<p class="p">To group routing profiles add a
prefix to the name in this format: <code class="ph codeph">[Group name] Name</code>. By
grouping routing profiles, you allow agents to switch to other routing
profiles in Zendesk that use the same prefix. For more information, see
<a class="xref" href="#routing-profile-agent">Changing an agent's routing profile</a>.</p>
</li>
<li class="li">Update settings, such as channels, queues, and concurrency, as
needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p"><img class="image" id="routing-profile-edit__image_lfs_cnn_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cont_cent_rp_1.png" width="750"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="routing-profile-agent">
<h2 class="title topictitle2" id="ariaid-title3">Changing an agent's routing profile</h2>
<div class="body">
<p class="p">Agents might need to switch between routing profiles during their shift to handle
different types of contacts. As an admin, you allow agents to switch profiles in
Zendesk by assigning them a profile that is in a group of profiles. In Amazon
Connect, you group routing profiles by adding the same prefix in square brackets to
each routing profile name, in this format: <code class="ph codeph">&lt;codeph&gt;[Group name]
Name&lt;/codeph&gt;</code>.</p>
<p class="p">For example, you can group profiles by region and department:</p>
<ul class="ul" id="routing-profile-agent__ul_zh4_rb5_djc">
<li class="li">
<code class="ph codeph">[UKI OPS] Incoming Calls</code>: For standard inbound customer
support.</li>
<li class="li">
<code class="ph codeph">[UKI OPS] Urgent OC</code>: For high-priority omnichannel contacts
across all platforms.</li>
<li class="li">
<code class="ph codeph">[UKI OPS] Outgoing Calls</code>: For dedicated time spent on outbound
follow-ups or campaigns.</li>
</ul>
<p class="p">When you assign an agent a routing profile with a group prefix, the <strong class="ph b">Routing
profile</strong> tab appears in Zendesk, and the agent can select any routing profile
with the same prefix. If you assign an agent a routing profile without a group
prefix, then the <strong class="ph b">Routing profile</strong> tab doesn't appear in Zendesk.</p>
<p class="p"><img class="image" id="routing-profile-agent__image_evq_dnn_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cont_cent_rp_2.png" width="400"></p>
<p class="p">Switching profiles during a live contact doesn't interfere with the ongoing
interaction. After switching to a new routing profile, agents stop receiving
contacts from the previous routing profile. They start receiving contacts associated
with the new profile, even if there’s still an open contact from the previous
profile. Remember, this applies to chat contacts only, because agents can’t handle
more than one call at the same time.</p>
<p class="p">As an admin, you can set an agent's routing profile in Amazon Connect but not in
Zendesk.</p>
<p class="p"><strong class="ph b">To change an agent's routing profile</strong></p>
<ol class="ol" id="routing-profile-agent__ul_cd3_qz3_zgc">
<li class="li">In your Amazon Connect dashboard, click <strong class="ph b">Users</strong> &gt; <strong class="ph b">Users</strong>.</li>
<li class="li">In <strong class="ph b">User management</strong>, find the agent and click their <strong class="ph b">Login</strong>
value.</li>
<li class="li">Select a profile from the <strong class="ph b">Routing profile</strong> menu.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9791029507738-Using-routing-profiles-in-Contact-Center",
"url": "https://support.zendesk.com/hc/en-us/articles/9791029507738-Using-routing-profiles-in-Contact-Center",
"headline": "Using routing profiles in Contact Center",
"description": "You can create, edit, and assign routing profiles to agents to manage their queue and channel priorities, concurrency, and allow profile switching during shifts in a contact center environment.",
"articleSection": "Using Contact Center",
"datePublished": "2025-10-04T19:55:33+00:00",
"dateModified": "2026-05-10T22:31:34.253574+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9791029507738-Using-routing-profiles-in-Contact-Center"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>