Associate Amazon Connect queues for ITSM to a ServiceNow instance

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Set up phone queues for Amazon Connect to gain visibility into the queues using Workforce Optimization for ITSM.

    Before you begin

    Enable the Advanced Work Assignment plugin (com.glide.awa) to create the Amazon Connect queues. You must activate this plugin before you activate the Cloud Call Center Core (sn_cti_core) plugin so that you can successfully integrate the two applications.

    After you install the Cloud Call Center applications, when you enable the Advanced Work Assignment plugin (com.glide.awa), the Amazon Connect (phone) service channel appears in the Workforce Optimization for ITSM.

    Role required: sn_wfo_cfg_ws.admin or sn_cti_amzn_cct.admin

    About this task

    After an agent completes a call using Workforce Optimization for ITSM, you can learn:
    • Who was on hold and how long they were on hold
    • How long the calls are taking
    • Which agents are available and when they're available
    • How many agents are available and what is their current utilization
    You can see the following queues when you install the demo data with the sample contact flow:
    Table 1. Amazon Connect Phone Queues
    Calls get routed to this queue When
    Basic Queue An utterance is generic, such as, "Let me talk to an agent."
    VIP Queue A user who has the VIP field enabled calls Support.
    IT Equipment Support An utterance includes IT equipment support or hardware issues.
    Application Support An utterance includes application support.
    A routing profile links queues to agents. Every agent must have a routing profile in the Amazon Connect instance that is integrated with the ServiceNow instance. For more information, see create a routing profile.
    Note:
    • You can associate each profile with multiple Amazon Connect queues.
    • You must associate each of these queues in your Amazon Connect instance with the corresponding queue in your ServiceNow instance using an Amazon Connect ARN number. This association enables you to report on queue statistics and call metrics within Workforce Optimization for ITSM.

    Procedure

    1. Create placeholder queues for an Amazon Connect (phone) service channel if you need additional queues.
      For more information on creating a queue, see Create a work item queue.
      Note:
      Do not add work item routing conditions when you create placeholder queues.
    2. Associate the ServiceNow Advanced Work Assignment (AWA) queue record with the Amazon Web Services (AWS) queue ARN.
      1. In the Amazon Connect instance, navigate to Routing > Queues.
      2. Select a queue.
      3. Copy the ARN for the queue.
      4. In the ServiceNow instance, navigate to Advanced Work Assignment > Queues and select the corresponding queue.
      5. In the Cloud Call Center Source ID field, enter the ARN number.
      6. Click Update.
      7. Repeat these steps for each queue.
    3. Add assignment groups to a queue.
      1. Select a work item queue.
      2. Click the Group Queue Priorities related list.
        Note:
        You may have to configure the form to display this related list.
      3. Click New.
      4. In the Group field, add an assignment group that include agents who can handle this queue.
      5. In the Order field, select the order number for the assignment group that shows the priority in which incoming calls are handled.
      6. Click Submit.