Set up queue-based, or skills-based, routing in Amazon Connect
Here's an overview of the steps to set up queue-based routing:
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Create the queues, for example, one for each skill you want to use for routing.
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Specify the channels supported by this routing profile.
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Specify the queues: the channel, priority, and delay.
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Configure agent settings to assign the routing profiles to them.
When you create your flows, you'll add the queues to them. If a contact chooses to speak to an agent in Spanish, for example, they will be routed to the Spanish Reservations queue.
For information about how routing works, and queue-based routing, see these topics:
