Using routing profiles in Contact Center

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.


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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.




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.
As an admin, you create a routing profile by configuring its channels and
queues. To learn more, see Create a routing profile in Amazon Connect to link
queues to agents in the AWS documentation.
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.
This article contains the following topics:

Editing a routing profile
Changing an agent's routing profile



Editing a routing profile

You can edit a routing profile in Amazon Connect to customize settings, such as
channels, queues, and concurrency.
To edit a routing profile

In your Connect dashboard, click Users > Routing
profiles.
Click the name of the routing profile you want to edit.
Update the name and description, as needed. To group routing profiles add a
prefix to the name in this format: [Group name] Name. By
grouping routing profiles, you allow agents to switch to other routing
profiles in Zendesk that use the same prefix. For more information, see
Changing an agent's routing profile.

Update settings, such as channels, queues, and concurrency, as
needed.
Click Save.





Changing an agent's routing profile

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: <codeph>[Group name]
Name</codeph>.
For example, you can group profiles by region and department:


[UKI OPS] Incoming Calls: For standard inbound customer
support.

[UKI OPS] Urgent OC: For high-priority omnichannel contacts
across all platforms.

[UKI OPS] Outgoing Calls: For dedicated time spent on outbound
follow-ups or campaigns.

When you assign an agent a routing profile with a group prefix, the Routing
profile 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 Routing profile tab doesn't appear in Zendesk.

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.
As an admin, you can set an agent's routing profile in Amazon Connect but not in
Zendesk.
To change an agent's routing profile

In your Amazon Connect dashboard, click Users > Users.
In User management, find the agent and click their Login
value.
Select a profile from the Routing profile menu.
Click Save.



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