Amazon Connect can now target multiple agent proficiencies in a single routing step
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Amazon Connect has enhanced its agent routing capabilities with a new feature that allows targeting multiple agent proficiencies in a single routing step.
- Users can now target up to 4 different combinations of agent proficiencies per routing step
- Supports up to 3 OR conditions for more flexible agent matching
- Increases chances of finding a suitable agent for complex customer interactions
- Example: Routing a banking call by searching across agents with balance transfer, account management, registration, and tax skills
- Available in all AWS regions where Amazon Connect is offered
This update improves contact center efficiency by providing more sophisticated agent routing options and reducing wait times for customers.
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