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.
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.
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