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](https://aws.amazon.com/about-aws/global-infrastructure/regional-product-services/) where Amazon Connect is offered. To learn more about routing criteria, see the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/set-routing-criteria.html). To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the [Amazon Connect website](https://aws.amazon.com/connect/).