Best Practices

Bring your own Channel

  • Routing Profiles that support SMS, Fax and E-Mail Queues should limit concurrent tasks to 1 per Agent.

  • Amazon Connect Quotas should be configured to expected peak volume - note that SMS, Fax and E-Mail volume will all be governed by Task quotas and should therefore be set accordingly.

  • Limits on number of concurrent contacts in Queue (set at the Queue or Contact Flow) will cause Amazon Connect to reject any concurrent SMS, Fax and E-Mail contacts that exceed this value.