Proficiencies filter inside a queue — Learn it in 5 minutes

About five minutes of reading

A proficiency chooses among agents who already have the queue. It does not replace the queue.

The proficiency page lists four steps: create predefined attributes, assign them to agents, set routing criteria, then transfer the contact to a queue. Connect runs the criteria only after the contact is enqueued. That page says queues are still necessary, and that priority and delay still work as they do without proficiencies.

Its worked example looks for French and AWS DynamoDB, then relaxes the levels on later steps. It says those 30-second step lengths are illustrative. For a compliance case the same page documents a Never Expire option so the joined agent meets a minimum.

• Proficiency routing is documented for voice, chat, task, and email.
• AND and OR are the Boolean operators. Comparison is >=, or a range of levels from 1 to 5.
• The same attribute cannot appear more than once in one expression.
• A custom predefined-attribute name cannot start with aws: or connect:.

Number on this page: Record 3. Latest routing-criteria updates stored on the contact record

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.