Amazon Connect offers the ability to exclude certain proficiencies during routing

Amazon Connect has introduced a new routing feature that allows contact center administrators to exclude specific agent proficiencies during call routing.

• Enables more precise agent skill management
• Allows reservation of niche skills for specific contact types
• Example: Reserving dual Spanish/English agents for Spanish language contacts
• Flexible exclusion conditions can be added or removed as needed
• Available in all AWS regions with Amazon Connect service

This feature provides contact centers with greater control over agent skill routing, helping optimize workforce allocation and improve customer service efficiency.