Known Agent Routing is now GA

TaskRouter now offers dedicated properties in the Workflow filter target to improve support for use cases where the agent is already known, e.g., because the customer previously spoke to that agent (‘last agent routing’) or has an existing relationship with that agent / advisor (‘preferred agent routing’).

Developers can utilize properties for either the agent’s Worker SID or Worker friendly_name in a Workflow filter target and specify the respective value on the Task.

Utilizing this feature will yield significant performance improvements over the general evaluation logic and prevent latencies during routing and assignment of such Tasks.

To learn more about the TaskRouter Known Agent Routing feature, please refer to our documentation on Known Agent Routing.