Amazon Connect offers the ability to exclude certain proficiencies during routing

Posted on: Dec 23, 2024

Amazon Connect now offers the ability to exclude certain proficiencies from consideration when using routing criteria for routing. You can use this to exclude or reserve niche skills. For example, you can exclude dual-skilled Spanish and English speaking agents from English language contacts to reserve them for contacts in Spanish. You can include the dual-skilled agents when required by removing the exclusion condition.

This feature is available in all AWS regions where Amazon Connect is offered. To learn more about routing criteria, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.