Task Router Console
Overview
Task Router is a skills based routing system that helps contact center to control the flow of calls through this application. Enterprise Customers can define, manage and view Workspaces,Task Queues,Workflows etc.
This document covers the features and functionalities of the Task Router Console (UI) from Enterprise user point of view. To learn more about the API please check out the Getting Started with the Task Router API documentation.
To sign in to the Console, visit https://$DOMAIN/taskrouterconsole/.
Workspace
Workspace is a container which contains Workers, TaskQueues, Workflows, and Activities. Each of these items exists within a single Workspace and can not be shared across Workspaces. For example, if you were using Task Router to distribute tasks for two separate customers in your business, you might create a Workspace for each customer.
To navigate to the page, click on the Workspaces on the top header.
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Users can view a list of all Workspace that have been created under Enterprise.
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The workspace can be filtered based on the name.

Create Workspace
To add a workspace click on the “Add Workspace” button. Enter the fields required and click on the “Save” button.
Description of the field to add Workspace:
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Workspace Name: Mandatory field and should be unique within Enterprise.
On creating a workspace two default activities are created under the workspace you can use them or else edit them as per your requirement.

To add items in workspace click on the name of workspace in the workspace list page. You will be redirected to another page where you can add, edit ,delete Task Queues, Workflows, Activities, Workers
Taskqueue
Task Queues distribute tasks to workers based on the eligibility of workers to handle those tasks.
To navigate to the page, click on the “Task Queue” in the side navigation bar of the screen.
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Users can view a list of all Task Queues that have been created under a particular workspace.
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Task Queues can be filtered based on the name.

Create Taskqueue
To add a task queue click on the “Add TaskQueue” button. Enter the fields required and click on the “Save” button.
Description of the field to add TaskQueue:
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Taskqueue Name: Mandatory field and should be unique within Workspace.
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Assignment Activity: Activity to assign workers once a task is assigned for them
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Reservation Activity: Activity to assign workers once a task is reserved for them.
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Task Order: TaskOrder will determine which order the Tasks will be assigned to Workers. “FIFO”, “LIFO”
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Queue Expression: String describing the Worker selection criteria for any Tasks that enter this TaskQueue. For example '"language" == "spanish"'.

Workflow
Workflows control how tasks will be routed into appropriate Queues, and how Tasks should escalate in priority or move across queues over time.
To navigate to the page, click on the “Workflows” in the side navigation bar of the screen.
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Users can view a list of all Workflows that have been created under a particular workspace.
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Workflows can be filtered based on the name.

Create Workflow
To add a workflow click on the “Add Workflow” button. Enter the fields required and click on the “Save” button.
Description of the field to add WorkFlow:
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Workflow Name: Mandatory field and should be unique within Workspace.
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Assignment Url: URL from your application that will process task assignment events
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Fallback Url: URL that we should call when a call to the assignmentCallbackUrl fails.
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Configuration: JSON string that contains the rules to apply to the Workflow.
To create configuration click on add filter and add name, select a queue and expression describing selection criteria for Task that should be processed by TaskQueue.

Worker
Workers are entities that are able to perform tasks, such as an agent working in a call center or the support staff on a support team. To navigate to the page, click on the “Workers” in the side navigation bar of the screen.
Users can view a list of all Workers that have been created under a particular workspace. Workers can be filtered based on the name.

Create Worker
To add a worker click on the “AddWorker” button Enter the fields required and click on the “Save” button.
Description of the field to add Worker:
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Worker Name: Mandatory field and should be unique within Workspace.
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Activity: The Activity that will describe the new Worker’s initial state. If not provided, the new Worker’s initial state is the default activity configured on the Workspace
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Attributes: JSON string that describes the new Worker. For example: { "email": "Bob@example.com", "phone": "+15095551234" }.

Activities
Activities describe the status of your Workers, which determines whether they are eligible to receive a task.
For example, if a Worker is performing an Activity that has an availability of "true", it means that Worker is ready to have Tasks assigned to it. If a Worker is set to an Activity with an availability of "false", it means the Worker is not able to accept new Tasks and will not be considered for assignment.
To navigate to the page, click on the “Activities” in the side navigation bar of the screen.
Users can view a list of all Activities that have been created under a particular workspace. Activities can be filtered based on the name.

Create Activity
To add an activity click on the “Add Activity” button. Enter the fields required and click on the “Save” button.
Description of the field to add activity:
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Activity Name: Mandatory field and should be unique within Workspace.
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Availability: The status of the worker who performs this activity. Only available options are True, False

WorkSpace Settings
To Edit default settings of the Workspace click on the “Settings” in the side navigation bar of the screen.
Description of the field to edit Workspace:
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Workspace Name: Mandatory field and should be unique within Enterprise.
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Default Activity: Default Activity assigned to Worker when a new one is added in Workspace.
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Timeout Activity: Activity that will be assigned to Worker when a Task reservation timeout without a response.
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Order Priority: TaskQueue to prioritize when Workers are receiving Tasks from both types of TaskQueues. Can be: LIFO or FIFO and the default is FIFO.
Click on the “Delete” button To delete a workspace.

User Management
To navigate to the page, click on the “User Management” on the top header.
Users can view a list of all Users that have been created under enterprise. Users can be filtered based on the name.

Create User
To add users under enterprise click on the “Add User” button in the User management page
Follow the steps below to add an user:
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Enter the name of the new user.
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Enter email id of the user.
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Enter the password for the user account.
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Set a role for the user (Enterprise ADMIN)
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Set the status of the account(ACTIVE,INACTIVE)
Mail ID must be unique. Password should meet below criteria:
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Search
Workspaces Search
To navigate to the page, click on the “Search” on the top header.
The user can perform a search on the workspace of the enterprise. Below are the supported filters for workspace search:
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Start Date: Shows the list of Workspaces that were created on or after this date.
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End Date: Shows the list of Workspaces that were created on or before this date.
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Workspace Name: Shows the list of Workspaces whose names partially or fully match with the given name.

TaskQueues Search
To navigate to the page, click on the “TaskQueue” on the side navigation bar.
The user can perform a search on the TaskQueue of the enterprise. Below are the supported filters for taskqueue search:
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Start Date: Shows the list of TaskQueues that were created on or after this date.
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End Date: Shows the list of TaskQueues that were created on or before this date.
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Workspace: Shows the list of TaskQueues that belong to the Workspace selected from the dropdown.
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TaskQueue name: Shows the list of TaskQueues whose names partially or fully match with the given name.

Workflows Search
To navigate to the page, click on the “Workflows” on the side navigation bar.
The user can perform a search on the Workflows of the enterprise. Below are the supported filters for workflows search:
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Start Date: Shows the list of Workflows that were created on or after this date.
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End Date: Shows the list of Workflows that were created on or before this date.
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Workspace: Shows the list of Workflows that belong to the Workspace selected from the dropdown.
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Workflow name: Shows the list of Workflows whose names partially or fully match with the given name.

Activities Search
To navigate to the page, click on the “Activities” on the side navigation bar.
The user can perform a search on the Activities of the enterprise. Below are the supported filters for activities search:
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Start Date: Shows the list of Activities that were created on or after this date.
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End Date: Shows the list of Activities that were created on or before this date.
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Workspace: Shows the list of Activities that belong to the Workspace selected from the dropdown.
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Activity name: Shows the list of Activities whose names partially or fully match with the given name.

Workers Search
To navigate to the page, click on the “Workers” on the side navigation bar.
The user can perform a search on the workers of the enterprise. Below are the supported filters for workers search:
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Start Date: Shows the list of Workers that were created on or after this date.
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End Date: Shows the list of Workers that were created on or before this date.
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Workspace: Shows the list of Workers that belong to the Workspace selected from the dropdown.
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TaskQueue: Shows the list of Workers whose “Attributes” matches the “TargetWorkers” expression of TaskQueue selected from the dropdown.
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Activities: Shows the list of workers whose Activity matches the Activity selected from the dropdown.
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Worker Expression: Shows the list of Workers that would match an expression passed.
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Workername: Shows the list of Workers whose names partially or fully match with the given name.
