Connect / Client / update_routing_profile_concurrency

update_routing_profile_concurrency

Connect.Client.update_routing_profile_concurrency(**kwargs)

Updates the channels that agents can handle in the Contact Control Panel (CCP) for a routing profile.

See also: AWS API Documentation

Request Syntax

response = client.update_routing_profile_concurrency(
    InstanceId='string',
    RoutingProfileId='string',
    MediaConcurrencies=[
        {
            'Channel': 'VOICE'|'CHAT'|'TASK'|'EMAIL',
            'Concurrency': 123,
            'CrossChannelBehavior': {
                'BehaviorType': 'ROUTE_CURRENT_CHANNEL_ONLY'|'ROUTE_ANY_CHANNEL'
            },
            'WorkloadTypeConcurrencies': [
                {
                    'WorkloadType': 'string',
                    'Concurrency': 123,
                    'CrossChannelWorkloadBehavior': {
                        'ChannelWorkloadBehaviorType': 'ROUTE_CURRENT_CHANNEL_CURRENT_WORKLOADTYPE_ONLY'|'ROUTE_CURRENT_CHANNEL_ANY_WORKLOADTYPE_ONLY'|'ROUTE_ANY_CHANNEL_ANY_WORKLOAD_TYPE'
                    }
                },
            ]
        },
    ]
)
Parameters:

  • InstanceId (string) –

    [REQUIRED]

    The identifier of the Connect Customer instance. You can find the instance ID in the Amazon Resource Name (ARN) of the instance.

  • RoutingProfileId (string) –

    [REQUIRED]

    The identifier of the routing profile.

  • MediaConcurrencies (list) –

    [REQUIRED]

    The channels that agents can handle in the Contact Control Panel (CCP).

    • (dict) –

      Contains information about which channels are supported, and how many contacts an agent can have on a channel simultaneously.

      • Channel (string) – [REQUIRED]

        The channels that agents can handle in the Contact Control Panel (CCP).

      • Concurrency (integer) –

        The number of contacts an agent can have on a channel simultaneously.

        Valid Range for VOICE: Minimum value of 1. Maximum value of 1.

        Valid Range for CHAT: Minimum value of 1. Maximum value of 10.

        Valid Range for TASK: Minimum value of 1. Maximum value of 10.

      • CrossChannelBehavior (dict) –

        Defines the cross-channel routing behavior for each channel that is enabled for this Routing Profile. For example, this allows you to offer an agent a different contact from another channel when they are currently working with a contact from a Voice channel.

        • BehaviorType (string) – [REQUIRED]

          Specifies the other channels that can be routed to an agent handling their current channel.

      • WorkloadTypeConcurrencies (list) –

        Defines the list of workload type concurrency configurations for a channel. When provided, enables granular concurrency control based on workload type values.

        • (dict) –

          Defines the maximum number of contacts an agent can handle simultaneously for a specific channel and workload type combination.

          • WorkloadType (string) – [REQUIRED]

            The value of the workload type.

          • Concurrency (integer) – [REQUIRED]

            The maximum number of contacts an agent can handle simultaneously for a specific channel and workload type combination.

            Valid Range for VOICE: Minimum value of 1. Maximum value of 1.

            Valid Range for CHAT: Minimum value of 1. Maximum value of 10.

            Valid Range for TASK: Minimum value of 1. Maximum value of 10.

          • CrossChannelWorkloadBehavior (dict) –

            Defines the cross-channel and workload type routing behavior for each channel and workload type combination that is enabled for this Routing Profile.

            • ChannelWorkloadBehaviorType (string) –

              Specifies the routing behavior for an agent handling their current channel and workload type.

Returns:

None

Exceptions