Activity Based Routing
TaskRouter gives you the option to evaluate against worker Activity state.
worker.activity_name in ['Generally Available', 'High Value Tasks']
This allows you to target or exclude agents based on the Activity that they are in.
With activity-based routing, you can:
Expression Syntax
You can write TaskRouter Expressions using Activity Name or Activity SIDs, and you can compare against a single value or an array of values.
Activity | Description |
worker.activity_name |
The Friendly Name of the Activity Resource |
worker.activity_sid |
The SID of the Activity Resource |
Operator | Description |
== |
Compares to a single Activity Name or SID |
in |
Checks if the value is in an array of Activity Names or SIDs |
You can mix and match these Activity references and operators to create various expressions, like:
Look for a match in an array of friendly names
worker.activity_name in ['Generally Available', 'High Value Tasks']
Check for equality with an activity SID
worker.activity_sid == 'WAXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX'
Examples
High Value Task Routing
This example contains two expressions:
- TaskRouter should route general Tasks to generally available Workers.
- For high-value Tasks, TaskRouter can route to general workers OR a collection of workers who are available for high-value Tasks only.
{
task_routing: {
filters: [
{
filter_friendly_name: "General Routing",
expression: "high_value == false",
targets: [
{
queue: "WQxyz1",
expression: "worker.activity_name == ’General Avail’",
priority: "50"
}
]
}
{
filter_friendly_name: "High value Tasks",
expression: "high_value == true",
targets: [
{
queue: "WQxyz2",
expression: "worker.activity_name == ’Limited Avail’ OR
worker.activity_name == ’General Avail’",
priority: "100"
}
]
},
]
}
}
Next Steps
- Learn more about the Activity Resource.
- Learn how to Skip based on Worker Availability.
- Understand TaskRouter Workflows and their Configuration.
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