Amazon Connect launches support for routing to a specific range of agent proficiencies
News
Amazon Connect has launched a new feature for routing contacts to agents based on a specific range of proficiency levels.
- Enables targeting agents within a specific skill level range (e.g., levels 1-3 for French)
- Helps match contacts to agents with appropriate expertise
- Reduces contact transfers and lowers handle times
- Allows routing simpler contacts to new hires
- Reserves complex contacts for more experienced agents
The feature is now available in all AWS regions where Amazon Connect is offered, providing more flexible and efficient contact center routing options.
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