How to build: Omni-Channel Routing
Bridge multiple communication channels by routing them through one common logic.
Integrate with your existing platforms
Your existing platforms need to be able to raise an API call or event when each new work item is created. Your application server will receive these events.
Create tasks for each work item
Your application server creates a task in TaskRouter each time it receives a new event from your existing platforms. Each task should be tagged with the context and attributes so it will be routed to the right place and with the right priority.Twilio voice calls can automatically create a TaskRouter task so your application server doesn’t need to be in the middle.
Tasks are routed by your workflow
Define workflow logic in JSON to determine to which queue to route a task based on the assigned attributes and priority. The workflow object applies this logic as a common routing layer to ensure priorities are set correctly across all your channels.
Tasks are queued for the right worker
Tasks wait in the appropriate queue for a matched worker. Task queues are dynamically matched to the right workers by specifying which skills are needed to accept tasks from a given queue. The workflow continues to monitor each task and re-assigns or escalates it if the defined wait time is exceeded.Worker skills can be referenced from master data in existing Workforce Management (WFM), if desired.
Work is assigned
The highest priority and longest waiting task is assigned to the first available, qualified worker. Agents can receive that task push through your CRM or custom interface.Alternatively, your application server may make the assignment programmatically back to the original platform.
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