TaskRouter: New Add-ons for Analytics and Workforce Management
- New Add-ons for out-of-the-box analytics and workforce management.
- Partners include Keen IO, Ytica, Verint, Teleopti, and more.
- Available in developer preview.
Last year when we announced Add-on support for TaskRouter, we set out on a mission to extend TaskRouter’s capabilities. Our goal was to help contact centers make routing decisions using as much data from the customer’s phone number as possible, such as location and demographic information. Now with 11 Add-ons and counting available for TaskRouter, we’re super excited to launch two entirely new categories of Add-ons—analytics and workforce management (WFM)—with some brand new partners. Some are available in developer preview today, while others are coming soon.
Workforce Management (WFM) Add-ons:
These Add-ons require no code to deploy. Once you’re accepted to the preview program, you can simply enable ...
Creating a Priority Queue for your Call Centre with TaskRouter
Queueing, lining up, waiting your turn. It’s part of life, especially for the British. Yes, we’re good at it. Yes, we even like it. Yes, that is why I wanted to write about it.
The new Twilio TaskRouter makes building and managing queues easy. In this post I’m going to show you how to build a call centre queueing system with TaskRouter in under 25 lines of Ruby.
But not all queues are equal, nor are all queuers. Sure, for the most part joining the back of a queue means you will need to wait for everyone in front of you to do their business before it’s your turn. Some people just want to join at the front of the queue though. In the real world this is just not cool. Unless you’re at an airport of course, in which the distance a person has ...
Building A Multi Channel Support Desk with TaskRouter
We live in a time where there are more ways than ever for businesses and their customers to connect. As developers, we have the opportunity to build applications that help facilitate these connections. But if you’ve built a support desk before, you know that writing the code that manages agent availability and integrates multiple channels of communication can be complicated. Twilio built TaskRouter to help make building this type of functionality in your applications a bit easier.
In this post, we’ll show you specifically how to use the Twilio TaskRouter to build a support desk application that initially allows customers to contact you via phone. We’ll walk you through enhancing that application to scale to multiple agents and then add SMS as a second communication channel, routing each customer to the best agent for them.
Before we start coding, be sure to pull up the companion GitHub ...