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TaskRouter: Skills-based routing for contact centers

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How TaskRouter Works

Overview Lifecycle of a Task: Task State Lifecycle of a Task: Workflows and Assignment Lifecycle of a Task: Timeout Evaluation

Using TaskRouter

Workflows

Configuring Workflows Using TaskRouter Expressions Ordering Workers Skipping Based on Worker Availability Time of Day Routing for TaskRouter Known Agent Routing

Queueing Twilio Calls Multitasking Assignment Callbacks Queue Ordering Resource Limits

TaskRouter REST API

Overview Activities

Events

Overview Events Reference

Tasks

Overview Reservations

TaskQueues

Overview TaskQueue Statistics

Workers

Overview Worker Channels Worker Reservations Worker Statistics

Workflows

Overview Workflow Statistics

Workspaces

Overview Workspace Statistics

JavaScript SDK

Upgrade to TaskRouter SDK v2

JavaScript SDK v2

JavaScript SDK v1

Overview (v1)Authenticate clients with JWTs (v1)JS: Workers (v1)JS: Workspace (v1)JS: TaskQueue (v1)Versions and Changelog (v1)

Conventions and Best Practices

Blueprint Overview Call Control Concepts Using Chat and TaskRouter Together Using SMS and TaskRouter Together Using Email and TaskRouter Together Reporting Dashboards Appendix: Call Control Appendix: Chat Appendix: SMS Appendix: Email

Tutorials

Build a dynamic call center

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TaskChannel Properties
Create a TaskChannel resource
Fetch a TaskChannel resource
Read multiple TaskChannel resources
Update a TaskChannel resource
Delete a TaskChannel resource

TaskChannel Properties

Create a TaskChannel resource

Fetch a TaskChannel resource

Read multiple TaskChannel resources

Update a TaskChannel resource

Delete a TaskChannel resource

Task Channel Resource

Task Channels provide a mechanism to separate tasks of different types.

You can specify different concurrent capacity for tasks of each type. For example, one Worker might be able to handle 10 SMS Tasks at any given time, but only a single phone call Task. When MultiTasking is enabled, you can specify the task type by passing the Unique Name or SID of the Task Channel. For details on limitations around the Task Channel Unique Name, see the FAQ on the Multitasking page.

TaskChannel Properties

(warning)

Warning

Task Channel friendlyName and uniqueName values do not support hyphens. Using hyphens may cause a parsing error.

(warning)

Warning

Pagination is not supported under this resource. Please avoid usage of the page query parameter.

Resource properties

account_sidtype: SID<AC>

The SID of the Account that created the Task Channel resource.

Pattern:

^AC[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

date_createdtype: string<date-time>

The date and time in GMT when the resource was created specified in ISO 8601 format.

date_updatedtype: string<date-time>

The date and time in GMT when the resource was last updated specified in ISO 8601 format.

friendly_nametype: string

The string that you assigned to describe the resource.

sidtype: SID<TC>

The unique string that we created to identify the Task Channel resource.

Pattern:

^TC[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

unique_nametype: string

An application-defined string that uniquely identifies the Task Channel, such as voice or sms.

workspace_sidtype: SID<WS>

The SID of the Workspace that contains the Task Channel.

Pattern:

^WS[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

channel_optimized_routingtype: boolean

Whether the Task Channel will prioritize Workers that have been idle. When true, Workers that have been idle the longest are prioritized.

urltype: string<uri>

The absolute URL of the Task Channel resource.

linkstype: object<uri-map>

The URLs of related resources.

Create a TaskChannel resource

POST https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/TaskChannels

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace that the new Task Channel belongs to.

Pattern:

^WS[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

Request body parameters

FriendlyNametype: stringRequired

A descriptive string that you create to describe the Task Channel. It can be up to 64 characters long.

UniqueNametype: stringRequired

An application-defined string that uniquely identifies the Task Channel, such as voice or sms.

ChannelOptimizedRoutingtype: boolean

Whether the Task Channel should prioritize Workers that have been idle. If true, Workers that have been idle the longest are prioritized.

Create a TaskChannel

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_14// Download the helper library from https://www.twilio.com/docs/node/install
_14// Find your Account SID and Auth Token at twilio.com/console
_14// and set the environment variables. See http://twil.io/secure
_14const accountSid = process.env.TWILIO_ACCOUNT_SID;
_14const authToken = process.env.TWILIO_AUTH_TOKEN;
_14const client = require('twilio')(accountSid, authToken);
_14
_14client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_14                    .taskChannels
_14                    .create({
_14                       friendlyName: 'friendly_name',
_14                       uniqueName: 'unique_name'
_14                     })
_14                    .then(task_channel => console.log(task_channel.sid));

Output


_14{
_14  "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "friendly_name": "Outbound Voice",
_14  "unique_name": "ovoice",
_14  "date_created": "2016-04-14T17:35:54Z",
_14  "date_updated": "2016-04-14T17:35:54Z",
_14  "channel_optimized_routing": true,
_14  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels/TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "links": {
_14    "workspace": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_14  }
_14}

Fetch a TaskChannel resource

GET https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/TaskChannels/{Sid}

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the Task Channel to fetch.

Pattern:

^WS[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

Sidtype: string

Path ParameterNot PII

The SID of the Task Channel resource to fetch.

Fetch a TaskChannel

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_11// Download the helper library from https://www.twilio.com/docs/node/install
_11// Find your Account SID and Auth Token at twilio.com/console
_11// and set the environment variables. See http://twil.io/secure
_11const accountSid = process.env.TWILIO_ACCOUNT_SID;
_11const authToken = process.env.TWILIO_AUTH_TOKEN;
_11const client = require('twilio')(accountSid, authToken);
_11
_11client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_11                 .taskChannels('TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_11                 .fetch()
_11                 .then(task_channel => console.log(task_channel.friendlyName));

Output


_14{
_14  "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "date_created": "2016-04-14T17:35:54Z",
_14  "date_updated": "2016-04-14T17:35:54Z",
_14  "friendly_name": "Default",
_14  "sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "unique_name": "default",
_14  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels/TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "channel_optimized_routing": true,
_14  "links": {
_14    "workspace": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_14  }
_14}

Read multiple TaskChannel resources

GET https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/TaskChannels

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the Task Channel to read.

Pattern:

^WS[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

PageSizetype: integer

Query ParameterNot PII

How many resources to return in each list page. The default is 50, and the maximum is 1000.

Minimum:

1

Pagetype: integer

Query ParameterNot PII

The page index. This value is simply for client state.

Minimum:

0

PageTokentype: string

Query ParameterNot PII

The page token. This is provided by the API.

List multiple TaskChannels

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_11// Download the helper library from https://www.twilio.com/docs/node/install
_11// Find your Account SID and Auth Token at twilio.com/console
_11// and set the environment variables. See http://twil.io/secure
_11const accountSid = process.env.TWILIO_ACCOUNT_SID;
_11const authToken = process.env.TWILIO_AUTH_TOKEN;
_11const client = require('twilio')(accountSid, authToken);
_11
_11client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_11      .taskChannels
_11      .list({limit: 20})
_11      .then(taskChannels => taskChannels.forEach(t => console.log(t.sid)));

Output


_27{
_27  "channels": [
_27    {
_27      "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_27      "date_created": "2016-04-14T17:35:54Z",
_27      "date_updated": "2016-04-14T17:35:54Z",
_27      "friendly_name": "Default",
_27      "sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_27      "unique_name": "default",
_27      "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels/TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_27      "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_27      "channel_optimized_routing": true,
_27      "links": {
_27        "workspace": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_27      }
_27    }
_27  ],
_27  "meta": {
_27    "first_page_url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels?PageSize=50&Page=0",
_27    "key": "channels",
_27    "next_page_url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels?PageSize=50&Page=1",
_27    "page": 0,
_27    "page_size": 50,
_27    "previous_page_url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels?PageSize=50&Page=0",
_27    "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels?PageSize=50&Page=0"
_27  }
_27}

Update a TaskChannel resource

POST https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/TaskChannels/{Sid}

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the Task Channel to update.

Pattern:

^WS[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

Sidtype: string

Path ParameterNot PII

The SID of the Task Channel resource to update.

Request body parameters

FriendlyNametype: string

A descriptive string that you create to describe the Task Channel. It can be up to 64 characters long.

ChannelOptimizedRoutingtype: boolean

Whether the TaskChannel should prioritize Workers that have been idle. If true, Workers that have been idle the longest are prioritized.

Update a TaskChannel

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_11// Download the helper library from https://www.twilio.com/docs/node/install
_11// Find your Account SID and Auth Token at twilio.com/console
_11// and set the environment variables. See http://twil.io/secure
_11const accountSid = process.env.TWILIO_ACCOUNT_SID;
_11const authToken = process.env.TWILIO_AUTH_TOKEN;
_11const client = require('twilio')(accountSid, authToken);
_11
_11client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_11                 .taskChannels('TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_11                 .update({friendlyName: 'friendly_name'})
_11                 .then(task_channel => console.log(task_channel.friendlyName));

Output


_14{
_14  "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "friendly_name": "Default",
_14  "unique_name": "default",
_14  "date_created": "2016-04-14T17:35:54Z",
_14  "date_updated": "2016-04-14T17:35:54Z",
_14  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/TaskChannels/TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_14  "channel_optimized_routing": true,
_14  "links": {
_14    "workspace": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_14  }
_14}

Delete a TaskChannel resource

DELETE https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/TaskChannels/{Sid}

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the Task Channel to delete.

Pattern:

^WS[0-9a-fA-F]{32}$

Min length:

34

Max length:

34

Sidtype: string

Path ParameterNot PII

The SID of the Task Channel resource to delete.

Delete a TaskChannel

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_10// Download the helper library from https://www.twilio.com/docs/node/install
_10// Find your Account SID and Auth Token at twilio.com/console
_10// and set the environment variables. See http://twil.io/secure
_10const accountSid = process.env.TWILIO_ACCOUNT_SID;
_10const authToken = process.env.TWILIO_AUTH_TOKEN;
_10const client = require('twilio')(accountSid, authToken);
_10
_10client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_10                    .taskChannels('TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_10                    .remove();

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