What aspect does a queue primarily manage in Amazon Connect?

A queue in Amazon Connect primarily manages incoming contact distribution. This means that the queue is responsible for organizing and prioritizing incoming interactions, such as phone calls, chats, or messages, and directing them to the available agents in a manner that optimizes efficiency and ensures timely responses to customers.

When contacts enter the queue, they can be assigned based on various criteria, such as agent availability, skill set, or the type of interaction. This automated distribution helps to ensure that no single agent is overwhelmed while also reducing wait times for customers. The overall goal of the queue is to balance the workload among agents while maximizing the effectiveness of the contact center operations.

By focusing on the distribution of incoming contacts, the queue plays a critical role in enhancing operational efficiency and improving the customer experience.