Amazon Connect enables optimized contact routing using queues and agent proficiencies, balancing operational efficiencies with service level goals across multiple customer segments.

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<p>The article discusses best practices for optimizing routing in Amazon Connect contact centers using queues and proficiencies.</p>
<p>Specifically, the article covers:</p>
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<li>Overview of routing entities in Amazon Connect (queues, routing profiles, proficiencies, routing criteria)</li>
<li>Benefits of using proficiencies along with queues for routing contacts to agents</li>
<li>Example use cases demonstrating how to configure routing criteria based on proficiencies</li>
<li>Best practices for using queues and proficiencies effectively</li>
</ul>
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Optimize routing using queues and proficiencies in Amazon Connect

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