docs/usage/taskrouter.rst in twilio-ruby-4.3.0 vs docs/usage/taskrouter.rst in twilio-ruby-4.4.0
- old
+ new
@@ -9,21 +9,19 @@
can best handle them.
For more information, see the `TaskRouter documentation
<https://www.twilio.com/docs/taskrouter>_`.
+Note: Passed in Form/Query Parameters are based on their json equivalent attribute.
-Creating a Workspace
+Workspaces
--------------------
A Workspace is a container for your Tasks, Workers, TaskQueues, Workflows and
Activities. Each of these items exists within a single Workspace and will not
be shared across Workspaces.
-The following code will create a new :class:`Workspace` resource and print
-its unique ID.
-
.. code-block:: ruby
require 'twilio-ruby'
# To find these visit https://www.twilio.com/user/account
@@ -33,25 +31,45 @@
# here to create your first workspace with the Ruby library
WORKSPACE_SID = "WSZZZZZZZZZ"
@client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
+ # creating a workspace
@workspace = @client.workspaces.create(
friendly_name: "Customer Support",
template: "FIFO", # Sets up default activities and a FIFO TaskQueue
)
puts @workspace.sid
+ # fetching a workspace
+ @workspace = @client.workspace
+ puts @workspace.sid
+ puts @workspace.friendly_name
+ # fetching a list of workspaces
+ @client.workspaces.list.each do |workspace|
+ puts workspace.friendly_name
+ end
+
+ # updating a workspace
+ @client.workspace.update(friendly_name: 'MyWorkspace2')
+
+ # deleting a workspace
+ @client.workspace.delete
+
+
Workflows
---------
Workflows control how tasks will be prioritized and routed into TaskQueues, and
how Tasks should escalate in priority or move across queues over time.
Workflows are described in a simple JSON format and can be modified through the
REST API or through the account portal.
+Creating a Workflow
+--------------------
+
The following code will create a new :class:`Workflow` resource and print its
unique ID:
.. code-block:: ruby
@@ -73,43 +91,102 @@
{
"friendly_name":"Gold Tickets",
"expression":"customer_value == 'Gold' AND type == 'ticket'",
"targets":[
{
- "task_queue_sid":"WQ0123456789abcdef0123456789abcdef",
+ "queue":"YourGoldTicketQueueSid",
"priority":"2"
}
]
}
],
"default_filter":{
- "task_queue_sid":"WQabcdef01234567890123456789abcdef"
+ "queue":"YourDefaultQueueSid"
}
}
}
EOS
@client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
- @workspace = @client.workflows.create(
+ @workflow = @client.workspace.workflows.create(
friendly_name: "Incoming Call Flow",
assignment_callback_url: "https://example.com/callback",
fallback_assignment_callback_url: "https://example.com/callback2",
configuration: CONFIG
)
- puts @workspace.sid
+ puts @workflow.sid
+You can also utilize our Workflow Builder to make this process a bit easier utilizing objects:
+.. code-block:: ruby
+
+ require twilio-ruby
+
+ # To find these visit https://www.twilio.com/user/account
+ ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
+ AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"
+
+ # See previous examples to create a Workspace
+ WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
+
+ @client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
+
+ gold_ticket_queue_sid = 'YourGoldTicketQueueSid'
+ default_queue_sid = 'YourDefaultQueueSid'
+
+ gold_ticket_targets = [Twilio::TaskRouter::WorkflowRuleTarget.new(gold_ticket_queue_sid)]
+ gold_ticket_rule = Twilio::TaskRouter::WorkflowRule.new 'customer_value == "Gold" AND type == "ticket"', gold_ticket_targets, 'Gold Tickets'
+
+ @rules = [gold_ticket_rule]
+ @default_target = Twilio::TaskRouter::WorkflowRuleTarget.new default_queue_sid
+
+ @config = Twilio::TaskRouter::WorkflowConfiguration.new @rules, @default_target
+ puts @config.to_json
+
+ @workflow = @client.workspace.workflows.create(configuration: @config.to_json, friendly_name: 'Incoming Call Flow', assignment_callback_url: 'https://example.com/callback', fallback_assignment_callback_url: 'https://example.com/callback2')
+ puts @workflow.sid
+
+Fetching, Updating, Deleting Workflows
+--------------------
+
+.. code-block:: ruby
+
+ require twilio-ruby
+
+ # To find these visit https://www.twilio.com/user/account
+ ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
+ AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"
+
+ # See previous examples to create a Workspace
+ WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
+ WORKFLOW_SID = "WFZZZZZZZZZZZZZZZ"
+
+ # fetching a workflow
+ @client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
+ @workflow = @client.workspace.workflows.get(WORKFLOW_SID)
+ puts @workflow.sid
+ puts @workflow.friendly_name
+
+ # fetching a list of workflows
+ @client.workspace.workflows.list.each do |workflow|
+ puts workflow.friendly_name
+ end
+
+ # updating a workflow
+ @workflow.update(friendly_name: 'NewWorkflowName')
+
+ # deleting a workflow
+ @workflow.delete
+
Activities
----------
Activities describe the current status of your Workers, which determines
whether they are eligible to receive task assignments. Workers are always set
to a single Activity.
-To create a new :class:`Activity`:
-
.. code-block:: ruby
require 'twilio-ruby'
# To find these visit https://www.twilio.com/user/account
@@ -119,25 +196,38 @@
# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
@client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
- @activity = @client.activities.create(
+ # creating an activity
+ @activity = @client.workspace.activities.create(
friendly_name: "Coffee Break",
available: false # Whether workers are available to handle tasks during this activity
)
puts @activity.sid
+ # fetching a list of activities
+ @client.workspace.activities.list.each do |activity|
+ puts activity.friendly_name
+ end
+ # fetching an activity
+ ACTIVITY_SID = "WAZZZZZZZZZZZZZZZZZ"
+ @activity = @client.workspace.activities.get(ACTIVITY_SID)
+
+ # updating an activity
+ @activity.update(friendly_name: 'NewFriendlyName')
+
+ # deleting an activity
+ @activity.delete
+
Workers
-------
Workers represent an entity that is able to perform tasks, such as an agent
working in a call center, or a salesperson handling leads.
-To create a new :class:`Worker`:
-
.. code-block:: ruby
require 'twilio-ruby'
# To find these visit https://www.twilio.com/user/account
@@ -147,27 +237,46 @@
# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
@client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
- @worker = @client.workers.create(
+ # creating a worker
+ @worker = @client.workspace.workers.create(
friendly_name:"Jamie",
attributes:'{"phone": "+14155551234", "languages": ["EN", "ES"]}'
)
puts @worker.sid
+ # fetching a list of workers
+ @client.workspace.workers.list.each do |worker|
+ puts worker.friendly_name
+ end
+ # fetching a list of workers based on activity
+ @client.workspace.workers.list(activity_name: 'Offline').each do |worker|
+ puts worker.friendly_name + ' is offline'
+ end
+
+ # fetching an worker
+ WORKER_SID = "WKZZZZZZZZZZZZZZZZZ"
+ @worker = @client.workspace.workers.get(WORKER_SID)
+
+ # updating an worker
+ @worker.update(friendly_name: 'NewFriendlyName')
+
+ # deleting an worker
+ @worker.delete
+
+
TaskQueues
----------
TaskQueues are the resource you use to categorize Tasks and describe which
Workers are eligible to handle those Tasks. As your Workflows process Tasks,
those Tasks will pass through one or more TaskQueues until the Task is assigned
and accepted by an eligible Worker.
-To create a new :class:`TaskQueue`:
-
.. code-block:: ruby
require 'twilio-ruby'
# To find these visit https://www.twilio.com/user/account
@@ -177,28 +286,42 @@
# See previous examples to create a Workspace
WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
@client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
- @queue = @client.task_queues.create(
+ # creating a task_queue
+ @taskqueue = @client.workspace.task_queues.create(
friendly_name: "Sales",
# The Activity to assign workers when a task is reserved for them
reservation_activity_sid: "WA11111111111",
# The Activity to assign workers when a task is assigned to them
assignment_activity_sid: "WA222222222222",
)
- puts @queue.sid
+ puts @taskqueue.sid
+ # fetching a list of task_queues
+ @client.workspace.task_queues.list.each do |task_queue|
+ puts task_queue.friendly_name
+ end
+ # fetching an taskqueue
+ TASK_QUEUE_SID = "WQZZZZZZZZZZZZZZZZZ"
+ @taskqueue = @client.workspace.task_queues.get(TASK_QUEUE_SID)
+
+ # updating an taskqueue
+ @taskqueue.update(friendly_name: 'NewFriendlyName')
+
+ # deleting an taskqueue
+ @taskqueue.delete
+
+
Tasks
-----
A Task instance resource represents a single item of work waiting to be
processed.
-To create a new :class:`Task` via the REST API:
-
.. code-block:: ruby
# To find these visit https://www.twilio.com/user/account
ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"
@@ -217,10 +340,101 @@
"task-reason": "support",
"callSid": "CA42ed11..."
}
EOS
- @task = @client.create(
+ # creating a task
+ @task = @client.workspace.tasks.create(
attributes: TASK_ATTRIBUTES,
assignment_status: 'pending',
)
puts @task.sid
+
+ # fetching a list of tasks
+ @client.workspace.tasks.list.each do |task|
+ puts task.sid
+ end
+
+ # fetching a list of tasks that are pending
+ @client.workspace.tasks.list(assignment_status: 'pending').each do |task|
+ puts task.sid
+ end
+
+ # fetching an task
+ TASK_SID = "WTZZZZZZZZZZZZZZZZZ"
+ @task = @client.workspace.tasks.get(TASK_SID)
+
+ # updating an task
+ @task.update(friendly_name: 'NewFriendlyName')
+
+ # deleting an task
+ @task.delete
+
+Reservations
+-----
+
+A Reservation instance resource represents a single matching item of work from a task to a worker.
+
+.. code-block:: ruby
+
+ # To find these visit https://www.twilio.com/user/account
+ ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
+ AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"
+
+ # See previous examples to create a Workspace
+ WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
+
+ @client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
+
+ # fetching an task
+ TASK_SID = "WTZZZZZZZZZZZZZZZZZ"
+ @task = @client.workspace.tasks.get(TASK_SID)
+
+ # fetching reservations for said task
+ @task.reservations.list.each do |reservation|
+ puts reservation.sid
+ end
+
+Statistics
+-----
+
+A Statistics resource represents the statistics over a time period for a particular resource
+
+.. code-block:: ruby
+
+ # To find these visit https://www.twilio.com/user/account
+ ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
+ AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"
+
+ # See previous examples to create a Workspace
+ WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
+
+ @client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
+
+ # fetching statistics based on the last 4 hours
+ @workspace_stats = @client.workspace.statistics(minutes: '240')
+ @cumulative = @workspace_stats.cumulative
+ puts 'Avg Task Acceptance Time: ' + @cumulative['avg_task_acceptance_time'].to_s \
+ + ' with ' + @cumulative['tasks_created'].to_s + ' tasks created'
+
+Events
+-----
+
+A Event represents an internal TaskRouter event that occurred and has been logged.
+You can query based on time the event occurred, a certain resource or combination.
+
+.. code-block:: ruby
+
+ # To find these visit https://www.twilio.com/user/account
+ ACCOUNT_SID = "ACXXXXXXXXXXXXXXXXX"
+ AUTH_TOKEN = "YYYYYYYYYYYYYYYYYY"
+
+ # See previous examples to create a Workspace
+ WORKSPACE_SID = "WSZZZZZZZZZZZZZZ"
+
+ @client = Twilio::REST::TaskRouterClient.new ACCOUNT_SID, AUTH_TOKEN, WORKSPACE_SID
+
+ # fetching events for a workspace for the last 15 minutes
+ @events = @client.workspace.events.list(minutes: '15')
+ @events.each do |event|
+ puts event.event_type + ' at ' + event.event_date
+ end
\ No newline at end of file