Task Router is the beating heart of a contact center, made available in the cloud as an API for developers.

1. a
OMNI CHANNEL ROUTING BOTS
USING TASK ROUTER FOR OMNI-CHANNEL CONTACT CENTER WITH BOT QUALIFICATION

2. Task Router is the beating heart of
a contact center, made available
in the cloud as an API
for developers.
Tasks are defined in JSON with a
set of customizable attributes
such as skills required, skill level
required and priority.
{
”task-type”: ”Voice”,
“task-skills-required”: “sales”,
“recent-problems”: “false”,
}
1
2
3
4
5
TASK

3. VOICESMS CHATCRM
A task can be a phone call,
SMS, support ticket, lead or
machine data.
Everything can be queued,
routed and assigned
through the same unified
business logic.

4. A task can be a phone call,
SMS, support ticket, lead or
machine data.
Everything can be queued,
routed and assigned
through the same unified
business logic.
VOICESMS CHATCRM

5. WORKFLOW
ESCALATIONSUPPORTSALES
WORKFLOW
The Workflow is the brain
of TaskRouter.
The Workflow inspects
the task to understand
how to route it, based on
Task attributes assigned
at creation.

6. WORKFLOW
ESCALATIONSUPPORTSALES
WORKFLOW
{
"task_routing":{
"filters":[
{
"friendly_name":"Sales Enquiries",
"expression":"task-skill-required == 'sales'",
"targets":[
{
"queue":"Sales QueueSid",
"timeout":"15"
},
{
"queue":"Escalation QueueSid"
"priority":"1",
}
]
},
{
"friendly_name":"Support Enquiries",
"expression":"task-skill-required == 'support'",
"targets":[
{
"queue":"Support QueueSid",
"timeout":"15"
},
{
"queue":"Escalation QueueSid"
"priority":"1",
}
]
}
],
"default_filter":{
"queue":"Sales QueueSid"
}

7. WORKFLOW
ESCALATIONSUPPORTSALES
WORKFLOW
Dynamic Worker Expressions
"targets":[
{
"queue":"WQbbb",
"priority":"10",
"timeout": 300,
"expression":"task.requested_agent==worker.agent_name"
},
{
"queue":"WQccc"
}
]
"targets":[
{
"queue":"WQbbb",
"priority":"10",
"timeout": 300,
"expression":"task.required_language IN worker.spoken_languages"
},
{
"queue":"WQccc"
}
]

8. WORKFLOW
SUPPORT
TargetWorkers='
(skill HAS "support")'
1TargetWorkers='
(skill HAS "sales")'
1
SALES
WORKFLOW
Predefined Attributes
"filter_friendly_name": "MyFilterName",
"expression": "(taskrouter.dayOfWeek IN ['Mon','Tue','Thu']
AND taskrouter.currentTime > 800
AND taskrouter.currentTime < 1730)
OR
(taskrouter.dayOfWeek IN ['Wed','Fri']
AND taskrouter.currentTime > 900
AND taskrouter.currentTime < 1830)
OR
(taskrouter.dayOfWeek = 'Sat'
AND taskrouter.currentTime > 1100
AND taskrouter.currentTime < 1530)"
TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATION

9. WORKFLOW
ESCALATIONSUPPORTSALES
WORKFLOW
Workflow Objects don’t just
route and forget, but monitor
tasks as they’re in the queue.
If a task exceeds a defined
timeout period without
being handled, the Workflow
can define how to escalate
the task.

10. TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATIONSUPPORT
TargetWorkers='
(skill HAS "support")'
1TargetWorkers='
(skill HAS "sales")'
1
SALES
21345
Workflow Objects don’t just
route and forget, but monitor
tasks as they’re in the queue.
If a task exceeds a defined
timeout period without
being handled, the Workflow
can define how to escalate
the task.

11. TargetWorkers='
(skill HAS "support")
OR (skill HAS "sales")'
ESCALATIONSUPPORT
TargetWorkers='
(skill HAS "support")'
1TargetWorkers='
(skill HAS "sales")'
1
SALES
Workers are dynamically
matched to queues based on
the skills they have and the
skills each queue needs to
handle those task types.
Once a worker is available,
the highest priority, longest
waiting task will be and
allocated to the worker.
Allocation can be done over
WebSocket or Webhook.

12. {
"skill":"support",
}
{
"skill":"sales",
}
1
2
3
1
2
3
{
"skill":"support",
}
{
"skill":"sales",
}
1
2
3
1
2
3
Workers are dynamically
matched to queues based on
the skills they have and the
skills each queue needs to
handle those task types.
Once a worker is available,
the highest priority, longest
waiting task will be allocated
to the worker.
Allocation can be done over
WebSocket or Webhook.

13. {
"skill":"support",
}
{
"skill":"sales",
}
1
2
3
1
2
3
{
"skill":"support",
}
{
"skill":"sales",
}
1
2
3
1
2
3
TaskRouter provides
comprehensive statistics by
agent, queue or workspace.
Everything needed to build
complete historical reporting
packages as well as real-time
dashboards.

14. DEMO

15. ARCHITECTURE

16. HIGH LEVEL ARCHITECTURE
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
TWILIO
MY APP SERVER
MEYA.AI
TASK
CREATED
AS
UNIQUE
RECORD

17. HIGH LEVEL ARCHITECTURE
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
TWILIO
MY APP SERVER
MEYA.AI
CONVERS
ATION
FLOWS
BACK
AND
FORTH
FIREBASE
PROVIDES
CONVERSA
TION
RECORD

18. HIGH LEVEL ARCHITECTURE
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
TWILIO
MY APP SERVER
MEYA.AI
TASK
UPDATED
BOT
QUALIFIES

19. HIGH LEVEL ARCHITECTURE
AL COOK | @CALOZPOM
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
{
"skill":"suppor
}
{
"skill":"support",
}
1
2
3
1
2
3
TWILIO
MY APP SERVER
MEYA.AI

20. MESSAGE IN TO ME:
1-855-22-BOT-11
(1-855-222-6811)
FACEBOOK.COM/BRITISHEXPORTS

21. MEYA.AI

22. ANY QUESTIONS?

23. AL COOK | @CALOZPOM
AL@TWILIO.COM @CALOZPOM