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Proficiencies filter inside a queue — Worked example
- Attribute. Create the predefined attribute.
- Agent. Assign a level.
- Criteria. Set the steps.
- Queue. Transfer to queue runs them.
What usually goes wrong: Deleting the queue because a proficiency should be enough. The criteria never runs until the contact is in a queue.
Sources and go deeper
- Set up routing in Connect Customer based on agent proficiencies - Amazon Connect Customer AWS docs. last checked 2026-10
- Flow block in Connect Customer: Set routing criteria - Amazon Connect Customer AWS docs. last checked 2026-10
- Create a routing profile in Connect Customer to link queues to agents - Amazon Connect Customer AWS docs. last checked 2026-10