What does a routing profile in Amazon Connect determine?

A routing profile in Amazon Connect defines how incoming contacts are directed to agents within the contact center. It outlines specific details such as the types of contacts an agent can receive (e.g., voice, chat) and the priority associated with those contacts. This means that the routing profile plays a crucial role in determining an agent's contacts—essentially what types of interactions they will handle—and also influences the routing priority, which affects how quickly these contacts will be sent to them based on the established criteria.

This structure is essential for effective call management and ensuring that customer interactions are efficiently distributed among available agents based on their capabilities and the demands of incoming requests. Each routing profile can be tailored to suit the needs of different teams or individual agents, thereby optimizing the overall operation of the service center.