In contact center applications, attribute-based routing is a process of distributing tasks based on any combination of self-defined characteristics.
Attribute-based routing intelligently routes contact center tasks. For example, you can specify in the workflow how you want to route calls and then send voice callers to the most qualified agent based on the attributes you defined. Some examples of attributes include:
TaskRouter is Twilio’s attribute-based routing engine. TaskRouter can route any interaction, whether it originates from Twilio or another system.
When a call, lead, chat, SMS, support ticket, messaging app request, or even machine data comes in, TaskRouter dynamically assigns those incoming tasks to the people and processes that can best handle them based on the attributes you apply, such as skills required by the agent and priority of the task.
With TaskRouter, you can define the characteristics of each task with any number of attributes. You can also easily write syntax to route those tasks based on your chosen combination of attributes, including escalation and fallback rules, so you don't have to write custom code.
With an attribute-based routing system like TaskRouter, customer support agents and other workers are matched to tasks based on their skills. As an admin, you can specify what agent skills are required to take work from each queue and also update worker skills at any time. TaskRouter will immediately update the state and routing logic with no code changes required.
Attribute-based routing engines let teams get away from the administrative work of manually routing tasks and back to what’s most important — creating great customer experiences. And of course, it’s easier for them to create great customer experiences when they are given tasks that match their skill set.
Attribute-based routing also makes it easier for workers to multitask, since you can specify how many different tasks each agent can handle concurrently, with different limits per channel. For example, a worker might be able to handle three simultaneous chats, a voice call and a chat, or only one voice call at a time. The engine notes a worker's capacity and their activity to determine if they are available for a new task. By using incremental escalation to constantly keep track of every task in the system, wherever it is in the queue, you can define escalation logic to incrementally expand the set of agents who can be assigned to each task.
Lending platform LendUp’s mission is to provide anyone with a path to better financial health. LendUp implemented TaskRouter to intelligently route customers’ calls to different specialists by ascribing attributes.
Using TaskRouter, LendUp can write their own call routing logic, and let TaskRouter do the heavy lifting. With TaskRouter firmly in place at LendUp, they now spend less time manually directing calls, and more time directing their customers to better credit.