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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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WorkerChannel Properties
Fetch a WorkerChannel resource
Read multiple WorkerChannel resources
Update a WorkerChannel resource

WorkerChannel Properties

Fetch a WorkerChannel resource

Read multiple WorkerChannel resources

Update a WorkerChannel resource

Worker Channel Resource

Worker Channels show the Worker's capacity for handling multiple concurrent Tasks. Workers receive Task reservation requests in parallel for each task type until the configured Task Channel capacity is reached. In addition, Worker Channels can also be marked as unavailable, which is useful for temporarily removing the capacity for a given Worker Channel and then restoring to the previous capacity when marking available again.

WorkerChannel Properties

Resource properties

account_sidtype: SID<AC>

The SID of the Account that created the Worker resource.

Pattern:

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

Min length:

34

Max length:

34

assigned_taskstype: integer

The total number of Tasks assigned to Worker for the TaskChannel type.

availabletype: boolean

Whether the Worker should receive Tasks of the TaskChannel type.

available_capacity_percentagetype: integer

The current percentage of capacity the TaskChannel has available. Can be a number between 0 and 100. A value of 0 indicates that TaskChannel has no capacity available and a value of 100 means the Worker is available to receive any Tasks of this TaskChannel type.

configured_capacitytype: integer

The current configured capacity for the WorkerChannel. TaskRouter will not create any reservations after the assigned Tasks for the Worker reaches the value.

date_createdtype: string<date-time>

The date and time in GMT when the resource was created specified in RFC 2822 format.

date_updatedtype: string<date-time>

The date and time in GMT when the resource was last updated specified in RFC 2822 format.

sidtype: SID<WC>

The unique string that we created to identify the WorkerChannel resource.

Pattern:

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

Min length:

34

Max length:

34

task_channel_sidtype: SID<TC>

The SID of the TaskChannel.

Pattern:

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

Min length:

34

Max length:

34

task_channel_unique_nametype: string

The unique name of the TaskChannel, such as voice or sms.

worker_sidtype: SID<WK>

The SID of the Worker that contains the WorkerChannel.

Pattern:

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

Min length:

34

Max length:

34

workspace_sidtype: SID<WS>

The SID of the Workspace that contains the WorkerChannel.

Pattern:

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

Min length:

34

Max length:

34

urltype: string<uri>

The absolute URL of the WorkerChannel resource.

Fetch a WorkerChannel resource

GET https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/Workers/{WorkerSid}/Channels/{Sid}

Returns a single Worker Channel resource identified by either WorkerChannelUniqueName or WorkerChannelSid

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the WorkerChannel to fetch.

Pattern:

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

Min length:

34

Max length:

34

WorkerSidtype: SID<WK>

Path ParameterNot PII

The SID of the Worker with the WorkerChannel to fetch.

Pattern:

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

Min length:

34

Max length:

34

Sidtype: string

Path ParameterNot PII

The SID of the WorkerChannel to fetch.

Fetch a WorkerChannel

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_12// Download the helper library from https://www.twilio.com/docs/node/install
_12// Find your Account SID and Auth Token at twilio.com/console
_12// and set the environment variables. See http://twil.io/secure
_12const accountSid = process.env.TWILIO_ACCOUNT_SID;
_12const authToken = process.env.TWILIO_AUTH_TOKEN;
_12const client = require('twilio')(accountSid, authToken);
_12
_12client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12  .workers('WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12  .workerChannels('WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12  .fetch()
_12  .then(worker_channel => console.log(worker_channel.taskChannelUniqueName));

Output


_15{
_15  "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "assigned_tasks": 0,
_15  "available": true,
_15  "available_capacity_percentage": 100,
_15  "configured_capacity": 1,
_15  "date_created": "2016-04-14T17:35:54Z",
_15  "date_updated": "2016-04-14T17:35:54Z",
_15  "sid": "WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "task_channel_sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "task_channel_unique_name": "default",
_15  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels/WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "worker_sid": "WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_15}

Read multiple WorkerChannel resources

GET https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/Workers/{WorkerSid}/Channels

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the WorkerChannels to read.

Pattern:

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

Min length:

34

Max length:

34

WorkerSidtype: SID<WK>

Path ParameterNot PII

The SID of the Worker with the WorkerChannels to read.

Pattern:

^WK[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 WorkerChannels

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_12// Download the helper library from https://www.twilio.com/docs/node/install
_12// Find your Account SID and Auth Token at twilio.com/console
_12// and set the environment variables. See http://twil.io/secure
_12const accountSid = process.env.TWILIO_ACCOUNT_SID;
_12const authToken = process.env.TWILIO_AUTH_TOKEN;
_12const client = require('twilio')(accountSid, authToken);
_12
_12client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12      .workers('WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12      .workerChannels
_12      .list({limit: 20})
_12      .then(workerChannels => workerChannels.forEach(w => console.log(w.sid)));

Output


_28{
_28  "meta": {
_28    "first_page_url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels?PageSize=50&Page=0",
_28    "key": "channels",
_28    "next_page_url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels?PageSize=50&Page=1",
_28    "page": 0,
_28    "page_size": 50,
_28    "previous_page_url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels?PageSize=50&Page=0",
_28    "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels?PageSize=50&Page=0"
_28  },
_28  "channels": [
_28    {
_28      "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_28      "assigned_tasks": 0,
_28      "available": true,
_28      "available_capacity_percentage": 100,
_28      "configured_capacity": 1,
_28      "date_created": "2016-04-14T17:35:54Z",
_28      "date_updated": "2016-04-14T17:35:54Z",
_28      "sid": "WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_28      "task_channel_sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_28      "task_channel_unique_name": "default",
_28      "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels/WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_28      "worker_sid": "WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_28      "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_28    }
_28  ]
_28}

Update a WorkerChannel resource

POST https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/Workers/{WorkerSid}/Channels/{Sid}

Parameters

URI parameters

WorkspaceSidtype: SID<WS>

Path ParameterNot PII

The SID of the Workspace with the WorkerChannel to update.

Pattern:

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

Min length:

34

Max length:

34

WorkerSidtype: SID<WK>

Path ParameterNot PII

The SID of the Worker with the WorkerChannel to update.

Pattern:

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

Min length:

34

Max length:

34

Sidtype: string

Path ParameterNot PII

The SID of the WorkerChannel to update.

Request body parameters

Capacitytype: integer

The total number of Tasks that the Worker should handle for the TaskChannel type. TaskRouter creates reservations for Tasks of this TaskChannel type up to the specified capacity. If the capacity is 0, no new reservations will be created.

Availabletype: boolean

Whether the WorkerChannel is available. Set to false to prevent the Worker from receiving any new Tasks of this TaskChannel type.

Update a WorkerChannel

Node.js

Python

C#

Java

Go

PHP

Ruby

twilio-cli

curl


_12// Download the helper library from https://www.twilio.com/docs/node/install
_12// Find your Account SID and Auth Token at twilio.com/console
_12// and set the environment variables. See http://twil.io/secure
_12const accountSid = process.env.TWILIO_ACCOUNT_SID;
_12const authToken = process.env.TWILIO_AUTH_TOKEN;
_12const client = require('twilio')(accountSid, authToken);
_12
_12client.taskrouter.v1.workspaces('WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12  .workers('WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12  .workerChannels('WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX')
_12  .update({capacity: 1})
_12  .then(worker_channel => console.log(worker_channel.taskChannelUniqueName));

Output


_15{
_15  "account_sid": "ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "assigned_tasks": 0,
_15  "available": true,
_15  "available_capacity_percentage": 100,
_15  "configured_capacity": 3,
_15  "date_created": "2016-04-14T17:35:54Z",
_15  "date_updated": "2016-04-14T17:35:54Z",
_15  "sid": "WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "task_channel_sid": "TCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "task_channel_unique_name": "default",
_15  "url": "https://taskrouter.twilio.com/v1/Workspaces/WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Workers/WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Channels/WCXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "worker_sid": "WKXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
_15  "workspace_sid": "WSXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX"
_15}

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