Twilio Task Router

Twilio
    • Tasks are deleted 5 minutes after being completed or cancelled.
    • If a Task traverses Workflow to the point that it runs out of filters or targets, it will be sent to a default TaskQueue defined for that Workflow.  If there is no default TaskQueue defined, the Task will exit Workflow and fail to be created.
    • Workflow filter expression 
      selected_language == "en" AND selected_product == "sales"
    • Each Target references one TaskQueue and, if invoked, the Target will send the Task to that TaskQueue.
    • You can optionally define priority and timeout in workflow, which allows you to implement things like priority-based routing and escalations based on time spent in the queue.
    • By default, TaskRouter routes Tasks to agents that have been idle the longest. If you want to change this default order (e.g. to assign the most skilled agents to high value customers) you can use the order_by clause.
    • When a Task is assigned to some target and there are no Workers available in the corresponding TaskQueue, the default behavior is for the Task to wait in that TaskQueue until some Worker becomes available or until the timeout is reached.  Use Skip_if to skip the wait.
    • Custom task channel type can be added as needed. 5 types are predefined:
      • Default (used when no TaskChannel is specified)
      • chat
      • voice
      • sms
      • video
    • TaskRouter will automatically manage Workers’ capacity by decrementing and incrementing their available per-channel capacity as they receive and complete Tasks.
    • When a worker is on a call, his worker.channel.voice.available_capacity_percentage will be less than 100%.
    • A Worker must be both in an available activity statusand have sufficient available capacity on the TaskChannel of the new Task to be eligible to receive the new Task.
    • If the StartDate of the Events API request is older than 30 days, then the events returned will not contain fields that may contain Personally Identifiable Information. The fields labeled as PII in the tables below will be redacted.
    • The TaskRouter Statistics API enables you to track both real-time and cumulative (historical) statistics for Workspaces, Workflows , TaskQueues and Workers.
    • Tasks can also  be automatically created from phone calls through the use of the <Enqueue> TwiML verb.
    • Size limit for Task and Worker attributes – 4KB
    • https://www.twilio.com/docs/taskrouter/limits
    • Documentation
    • Incoming Transfer Object
    • Outgoing  Transfer Object
    • Task anchors (completed, wrapup)