How many routing profiles can an agent be assigned to in Amazon Connect?

An agent in Amazon Connect can be assigned to only one routing profile at a time. A routing profile determines the specific queues and channels that an agent can handle. This setup is essential for managing the flow of interactions and is designed to streamline the process by ensuring agents are only pulled into queues they are qualified for, thus optimizing efficiency.

Having a single routing profile per agent allows for clearer performance tracking and management, maintaining a structured approach to interaction handling. It simplifies the configuration and helps avoid confusion over which interactions an agent can manage at any given moment, facilitating better customer service and agent focus.

While it may seem practical for an agent to have access to multiple routing profiles, the design of Amazon Connect prioritizes clarity and efficient operational flow by limiting this to a single profile per agent at a time. Therefore, the correct understanding of agent assignments within Amazon Connect revolves around this singular limitation of one routing profile.