Tasks
Each task scenario entry allows you to configure certain defaults for tasks queued using the Queue Task method of the BPCC Task Routing API:
- Default Task Service
- Default Priority Value
- Requested Skills for task distribution via the Push method
To queue a task using a scenario entry, indicate the Unique Identifier of the desired entry with the taskLaunchPointId parameter of the Queue Task API method. Defaults from the scenario entry can be overridden for individual tasks:
- The Priority set by the scenario entry can be overridden by setting a value for the
priorityparameter of the Queue Task API method. - The Service set by the scenario entry can be overridden by indicating a different service in the
serviceNameparameter of the Queue Task API method.
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Changes made to the Service, Priority, or Requested Skills in a Task Scenario Entry only affect new tasks queued by Queue Task API calls. Any tasks already in the queue will not be impacted. The Service or Priority of queued tasks can be changed with the Update Task API method. | |
Task Scenario Entry Properties
Scenario entry name
The user-defined name for the scenario entry, used for identification in the Admin Portal. This is a mandatory setting.
Unique identifier
A system-generated, read-only unique identifier for this entry. This identifier can be passed to the taskLaunchPointId parameter of the Queue Task API method to queue a task using this scenario entry.
Service
Select the Task Service to associate with tasks queued using this scenario entry. This service will be assigned to the task if:
- The Unique Identifier of this scenario entry is passed to the
taskLaunchPointIdparameter of the Queue Task API call. - The
serviceNameparameter is omitted from the API call.
Priority
Specify the default queuing Priority (a numerical value between 0.01 and 100) for tasks processed through this entry. Tasks with higher numerical priority values are given precedence in the queue over tasks with lower values, according to the same logic as call priority calculations. This priority value will be assigned to a task if:
- The Unique Identifier of this scenario entry is passed to the
taskLaunchPointIdparameter of the Queue Task API call. - The
priorityparameter is omitted from the API call.
If no priority is set here or by API call, the default value is 1.
Requested Skills
Optionally, specify one or more skills that are required for agents to handle tasks that are queued through this scenario entry and distributed by the Push method. Only agents with skill values above zero for all of the listed skills will be considered. This setting does not affect pull distribution. Click add to select requested skills.
Use omnichannel routing profile
Optionally, select a Custom Routing Profile to use when routing tasks processed with this scenario entry. The settings (Capacity share, Required spare capacity, Max Per Agent) of the selected profile will override both the global Omni-channel settings and the profile (if any) set at the service level.
The section Custom Routing Profile Behavior describes how the routing profile is selected for an interaction.