A well-designed skills-based routing strategy can increase customer satisfaction and agent productivity by allowing agents to draw on their knowledge and experience base to answer questions faster. This also reduces call-handling time, and increases the likelihood of first-call resolution and customer confidence and engagement.

To minimize wait times and ensure an end customer gets the answer they need, it is important to route them to the right agent. With skills-based routing, Amazon Connect ensures contacts are sent to the right agent based on their availability and appropriate skill set to efficiently resolve the issue.

Learn how Amazon Connect routes to
individual agents
Visit the Amazon Connect blog