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:

• Route high-value Tasks to Workers even when they are scheduled to not receive general Tasks.
• Transfer Tasks to Agents who are in Activities that are excluded from routing.
• Designate an Activity that allows an agent to only accept a particular type of task.

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.

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:

1. TaskRouter should route general Tasks to generally available Workers.
2. 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.