Amazon Connect launches support for routing to a specific range of agent proficiencies

Posted on: Dec 23, 2024

Amazon Connect now offers the ability to target a range of agent proficiency levels, such as from levels 1 to 3 for French. You can ensure each contact is matched to an agent with the right skill level to handle it, resulting in reduced contact transfers and lower handle times. You can assign simpler contacts to new hires while reserving your tenured agents for the difficult contacts that require their knowledge and expertise.

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.