Dynamic Queue Selection For Agents

[SaqibOctave]

We have a single routing profile assigned to a supervisor, which includes five inbound queues. This routing profile is assigned to eight different agents. We need each agent to have the ability to dynamically select one or more queues from their Contact Control Panel (CCP) so they only receive inbound calls from the selected queues.
Is there a native way to configure this in Amazon Connect? If not, what are the recommended workarounds or API-based solutions to allow agents to control which inbound queues they receive calls from while staying within the same routing profile?

[nicklicata-rge]

We do the same thing, this is what I did. I could not find a native manner.

1. We create queues programmatically, so I store an id on my side for each (the guid). We call them user groups on our end basically.
2. When a user first logs in on our custom interface they see a list of allowed groups (connect queues/routing profiles) and they select one, click next, etc. I also save the routing profile which was configured with that queue (the queue creation routing profile happens all at once for me)
3. After our agent logs in, selects a queue (in backend they are really selecting a routing profile) I send them to the main UI. Between that transition my client hits my own node api with selected queue and my api runs this:

const input = {
      RoutingProfileId: campaign?.connect_routing_profile_id,
      UserId: user.connect_user_id,
      InstanceId: campaign.connect_instance_id
    };
    const command = new UpdateUserRoutingProfileCommand(input);

which sets the agent's routing profile on the server and thus they get the correct calls, it is very fast. We had to raise our quota for that api call because they all tend to login in the morning at same time and the original quota was like 3 a second which our group of just 50 would get quota errors running UpdateUserRoutingProfileCommand

Hope that helps

This is the full process I go through when setting up new groups, queues, etc. We call them campaigns in our call center but that should not be confused with Connect Campaigns. The order is important for creating and deleting.

// runs CreateContactFlowCommand
    const newOutFlow = await addOutboundFlow(`${body.campaign_id}-outbound`, `default out flow for ${body.campaign_description}`);
    console.log("newOutFlow", newOutFlow)

// runs CreateQueueCommand
    const newQueue = await addQueue({
      name: `${body.campaign_id}-inbound-queue`,
      desc: body.campaign_description,
      callerIdName: body.campaign_name,
      callerIdNumberId: body.connect_cid_id,
      outboundFlowId: newOutFlow.ContactFlowId!,
      hoursOfOpId: body.connect_hoo_id
    });
    console.log("newQueue", newQueue);

// runs CreateContactFlowCommand
    // create queue, in flow, out flow, and
    // campaign USE QUEUE ID FOR INNER REPLACEMENTs
    const newInFlow = await addInboundFlow(
      `${body.campaign_id}-inbound`,
      `default in flow for ${body.campaign_description}`,
      newQueue.QueueId!,
      body.campaign_type
    );
    console.log("newInFlow", newInFlow);

// runs CreateCampaignCommand
    const newCampaign = await addCampaign({
      name: `${body.campaign_id}-campaign`,
      queueId: newQueue.QueueId!,
      inboundFlowId: newInFlow.ContactFlowId!,
      sourcePhone: body.campaign_cid,
      enableAMD: body.amd_enabled.toString() === "1",
      waitAMDPrompt: body.amd_wait_for_prompt.toString() === "1"
    });
    console.log("newCampaign", newCampaign);

// runs CreateRoutingProfileCommand
    const newProfile = await addRoutingProfile(`${body.campaign_id}-profile`, newQueue);
    console.log("newProfile", newProfile);

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