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.

Users can view a list of all Workspace that have been created under Enterprise.
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:

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.

Users can view a list of all Task Queues that have been created under a particular workspace.
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:

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

Edit Taskqueue

To edit a taskqueue click on the name in the taskqueue list page. Edit the fields required to update and click on “Save”. Click on “Delete” to delete a task queue.

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.

Users can view a list of all Workflows that have been created under a particular workspace.
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:

Workflow Name: Mandatory field and should be unique within Workspace.
Assignment Url: URL from your application that will process task assignment events
Fallback Url: URL that we should call when a call to the assignmentCallbackUrl fails.
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.

Edit Workflow

To edit a workflow click on the name in the workflow list page. Edit the fields required to update and click on “Save”.

Click on “Delete” to delete a workflow.

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:

Worker Name: Mandatory field and should be unique within Workspace.
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
Attributes: JSON string that describes the new Worker. For example: { "email": "Bob@example.com", "phone": "+15095551234" }.

Edit Worker

To edit a worker click on the name in the worker list page. Edit the fields required to update and click on “Save”.

Click on “Delete” to delete a worker.

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:

Activity Name: Mandatory field and should be unique within Workspace.
Availability: The status of the worker who performs this activity. Only available options are True, False

Edit Activity

To edit an activity click on the name in the activity list page. Edit the fields required to update and click on “Save”.

Click on “Delete” to delete an activity.

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:

Workspace Name: Mandatory field and should be unique within Enterprise.
Default Activity: Default Activity assigned to Worker when a new one is added in Workspace.
Timeout Activity: Activity that will be assigned to Worker when a Task reservation timeout without a response.
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:

Enter the name of the new user.
Enter email id of the user.
Enter the password for the user account.
Set a role for the user (Enterprise ADMIN)
Set the status of the account(ACTIVE,INACTIVE)

Mail ID must be unique.

Password should meet below criteria:

At least one Uppercase letter(A,B,C,D……)
At least one Lowercase letter(a,b,c,d,…….)
At least one number(1,2,3,4,5….)
At least one special character(!,@,#,$,%,&,…….)
Length of the password should be greater than equal to 8.

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:

Start Date: Shows the list of Workspaces that were created on or after this date.
End Date: Shows the list of Workspaces that were created on or before this date.
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:

Start Date: Shows the list of TaskQueues that were created on or after this date.
End Date: Shows the list of TaskQueues that were created on or before this date.
Workspace: Shows the list of TaskQueues that belong to the Workspace selected from the dropdown.
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:

Start Date: Shows the list of Workflows that were created on or after this date.
End Date: Shows the list of Workflows that were created on or before this date.
Workspace: Shows the list of Workflows that belong to the Workspace selected from the dropdown.
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:

Start Date: Shows the list of Activities that were created on or after this date.
End Date: Shows the list of Activities that were created on or before this date.
Workspace: Shows the list of Activities that belong to the Workspace selected from the dropdown.
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:

Start Date: Shows the list of Workers that were created on or after this date.
End Date: Shows the list of Workers that were created on or before this date.
Workspace: Shows the list of Workers that belong to the Workspace selected from the dropdown.
TaskQueue: Shows the list of Workers whose “Attributes” matches the “TargetWorkers” expression of TaskQueue selected from the dropdown.
Activities: Shows the list of workers whose Activity matches the Activity selected from the dropdown.
Worker Expression: Shows the list of Workers that would match an expression passed.
Workername: Shows the list of Workers whose names partially or fully match with the given name.