Amazon Connect can now target multiple agent proficiencies in a single routing step

Amazon Connect now offers the ability to target up to 4 different combinations of agent proficiencies per routing step. By using up to 3 OR conditions, routing will try to match a contact with 4 different types of agents and increase the possibility of finding a suitable match. For example, if the back-up for a niche banking skills consists of agents trained on account management, registration, and tax then after an initial search for balance transfer agents you can attempt a match across all four types of agents at the same time.

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.