AWS::Connect::RoutingProfile MediaConcurrency - AWS CloudFormation
SyntaxProperties
Services or capabilities described in AWS documentation might vary by Region. To see the differences applicable to the AWS European Sovereign Cloud Region, see the AWS European Sovereign Cloud User Guide.

This is the new CloudFormation Template Reference Guide. Please update your bookmarks and links. For help getting started with CloudFormation, see the AWS CloudFormation User Guide.

AWS::Connect::RoutingProfile MediaConcurrency

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

Syntax

To declare this entity in your CloudFormation template, use the following syntax:

JSON

{
  "Channel" : String,
  "Concurrency" : Integer,
  "CrossChannelBehavior" : CrossChannelBehavior
}

Properties

Channel

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

Required: Yes

Type: String

Allowed values: VOICE | CHAT | TASK | EMAIL

Update requires: No interruption

Concurrency

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.

Required: Yes

Type: Integer

Minimum: 1

Maximum: 10

Update requires: No interruption

CrossChannelBehavior

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.

Required: No

Type: CrossChannelBehavior

Update requires: No interruption