TaskAttributes.js

// task
// snake case
var taskJson = {
	// this shows up in flex on the task as the primary text
	"name": "(435) 999-5175",
	// this is needed cuz there's no good way to access it on a task basis within the workflow expressions
	"channelType": "chat",
	// differentiates between different task queues based on acceptable response times
	"type": "short-lived",
	// this means it's an important task
	"vip": true,
	"ignore_agents": [],
	// language spoken on call/chat/email
	"spoken_language": "spanish",
	"rd": {
		// contactCenter -- we might not need this tbh -- especially if we do different flex projects or even different workspaces or workflows per contact center
		"contact_center_id":1,
		// spoken language
		"worker_spoken_language_required": "spanish",
		// alt method
		"skills_needed": ["spanish_speaking"],
		// startDate
		"start_date": "2021-02-04T02:35:14.466Z",
		// clientId
		"client_id": 1,
		// communityGroupId if we have it
    // optional
		"community_group_id": 2, 
		// adSourceId here, then we'll put the adSourceName in the "conversations" sub-object
    // optional
		"ad_source_id": 124,
		// this should factor in a bunch of different things including call-cap overages and new beta clients
    // 10 is highest priority
    // 0 is lowest priority
		// "community_group_priority": 10, // update, all task ordering must be done using task.priority
		// this should factor in whether or not the worker is in training and low experience levels should not take high priority calls
		// 10 is highest experience
    // 0 is lowest experience
    "worker_experience_required": 7,
		// parent task when transferring a task or when creating one outbound task from an inbound follow-up task
    // optional
		"parent_task_sid": "XXSF...",
		// this lets us know to show the follow up component on the frontend on the child task
    // optional -- same as above
		"parent_task_channel_unique_name": "follow-up",
		// this will be used to trigger search on the frontend if email
    // optional
		"email_message_id": 2132424,
		// this will be used to trigger search on the frontend if call
    // optional
		"call_detail_id": 2132424,
		// this will be used to trigger search on the frontend if sms
    // optional
		"sms_conversation_id": 2132424,
		// timing - what about holidays?
    // required mainly for inbound emails, inbound texts, and outbound calls but would likely make task-routing logic easier if all tasks had this
		"acceptable_contact_time_min_utc": "0800",
		"acceptable_contact_time_max_utc": "1630", // update, all task ordering must be done using task.priority
		// the following will be used on the frontend to automatically go straight to a lead or resident, also it will be used when transferring a task to a supervisor to automatically pull up the lead or resident
    // it's also used just in normal chats and whatnot to skip the search
    // optional
		"lead_id": 3245621,
		"resident_id": 435563,
		// used in transfers
    // optional
		"transferred_from_user_id": 291,

		// completion -- this may be better served in the "conversations" sub-object
    // optional 
		"completed_by_user_id": 291,

    // this is needed only for calls
		"call_route_step?": 0,
		...{ /* ... any other use-case specific attributes can be added here */ }
	},
  // these are used only for direct task assignment use-cases
	"targetWorker":"client:chasewgibbons", // outbpund call direct assignment added automatically by flex
	"flexOutboundDialerTargetWorker": "client:chasewgibbons", // outbpund call direct assignment added automatically by flex
	
  // direction
	"direction": "inbound",
		
	// todo: make this more robust
  // should set as much of the following whenever we can for flex insights reporting purposes
	 "conversations" : {
	    // s3 call recording link
	    "segment_link" : "https://api.twilio.com/2010-04-01/Accounts/ACXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX/Recordings/REXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
	    // parent taskSid to link followUps together in flex insights
	    "conversation_id" : "WTXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
	    // whether or not conversation was productive
      "productive": "true",
	    // example custom metric which doesn't count towards 2 billion unique values limit
	    "conversation_attribute_1" : "Google",
	    // links to above conversation_attribute_1
	    "conversation_label_1" : "AdSourceName",
      // integer of some measure, it might link to the conversation_attribute_1 and conversation_label_1 above, idk, need to look this one up..
      "conversation_measure_1" : 101,
	    // language used by participants in the conversation
      "language": "spanish",
	    // outcome of conversation
	    "outcome": "no appointment set"
	 },

	// todo: make this more robust
    // should set as much of the following whenever we can for flex insights reporting purposes
	"customers":{
		"phone":"3059867013",
		"market_segment":"4th Street Commons",
		"organization":"Asset Campus Housing",
		"name":"JESSICA AUJLA",
		"custom_attr_1":true,
		"category":"4th Street Commons",
		"customer_manager":"Asset Campus Housing",
		// example custom metric which doesn't count towards 2 billion unique values limit
		"customer_attribute_1" : "544532",
		// links to above customer_attribute_1
	   	"customer_label_1" : "LeadId",
		// value of this customer to the business, greater equals more valuable
		// 10 means most valuable
		// 0 means not at all valuable
		"business_value" : 2
	},
	

	// dictates how flex behaves on frontend, this is added automatically on frontend direct assignments in certain instances as camelcase
	"autoAnswer":false,
	// i'm not sure what this does tbh, but it is added on frontend automatically in certain instances
	"internal":false
}

TaskAttributes.ts

interface AnyObject {
  [key: string]: any;
}

interface TaskAttributes extends AnyObject {
  name: string;
  channelType: "chat" | "sms" | "voice" | "email" | "follow-up";
  type: "short-lived" | "long-lived";
  vip: boolean;
  spoken_language: "english" | "spanish",
  rd: Rd;
  targetWorker?: string;
  flexOutboundDialerTargetWorker?: string;
  direction: "inbound" | "outbound";
  conversations: Conversations;
  customers: Customers;
  autoAnswer?: "true" | "false";
  internal?: "true" | "false";
}

interface Customers {
  phone?: string;
  market_segment: string;
  organization: string;
  name: string;
  custom_attr_1?: boolean;
  category: string;
  customer_manager?: string;
  customer_attribute_1?: string;
  customer_label_1?: string;
  business_value?: number;
}

interface Conversations {
  segment_link?: string;
  conversation_id?: string;
  productive: "true" | "false";
  conversation_attribute_1: string;
  conversation_label_1: string;
  conversation_measure_1: number;
  language: "english" | "spanish";
  outcome?: string;
}

interface Rd extends AnyObject {
  contact_center_id: number;
  start_date: string;
  client_id: number;
  community_group_id?: number;
  ad_source_id?: number;
//   community_group_priority: number; // update, all task ordering must be done using task.priority
  worker_experience_required: number;
  parent_task_sid?: string;
  parent_task_channel_unique_name?: string;
  email_message_id?: number;
  call_detail_id?: number;
  sms_conversation_id?: number;
  acceptable_contact_time_min_utc: string;
  acceptable_contact_time_max_utc: string;
//   acceptable_contact_time_utc_offset: number; // update, all task ordering must be done using task.priority
  lead_id?: number;
  resident_id?: number;
  transferred_from_user_id?: number;
  completed_by_user_id?: number;
  call_route_step?: number;
}

WorkerAttributes.js

// worker
var workerJson = {
	"public_identity":"Chase",
  // this is what flex uses to do direct assignment in task-router
	"contact_uri":"client:cgibbons",
	
	"roles":["admin","wfo.full_access"],
	"team_leader_sid": "",
	"first_name":"Chase",
	"last_name":"Gibbons",
	"full_name":"Chase Gibbons",
	"rd_username":"cgibbons",
	"user_id":"291",
	"phone":"+14359994722",
	"email":"chase@rentdynamics.com",
	"rd_auth_token":"7975c687ab46687f9800ce8b38d55bac295d720ce2c3",
	
  // this is ytica stuff
	"manager":"Zach Passey",
	"team_id":"1",
	"team_name":"Hello",
	"team_name_in_hierarchy":"Hello,Logan,UT",
	"department":"Contact Center",
	"department_id": "2",
	
	// this is how the flex-ui sets up the skills on the worker when modifying them through the frontend by default
  // we might change this up a bit to allow arrays
	"routing":{
		"skills": [
      // this will be set from the frontend and it will mean the worker is capable of speaking spanish
      "spanish_speaking",
      // signifies how big a priority it is for the worker is in the queue
      "overflow_status",
      // this should signify the overall experience this worker has as a contact-center agent at taking all kinds of tasks
      "experience_level"
    ],
		"levels":{
      // 10 means they should recieve calls/chats/emails last
      // 0 means they should recieve calls/chats/emails first
      "overflow_status":10,	
      // 10 means they are the most experienced ever
      // 0 means they are a new hire
      "experience_level": 9
    }
	},
	"disabled_skills":{"skills":[],"levels":{}}
}

WorkerAttributes.ts

interface AnyObject {
    [key: string]: any;
  }

interface WorkerAttributes extends AnyObject {
    public_identity: string;
    contact_uri: string;
    roles: string[];
    team_leader_sid: string;
    first_name: string;
    last_name: string;
    full_name: string;
    rd_username: string;
    user_id: string;
    phone: string;
    email: string;
    rd_auth_token: string;
    manager: string;
    team_id: string;
    team_name: string;
    team_name_in_hierarchy: string;
    department: string;
    department_id: string;
    routing: Routing;
    disabled_skills: Disabledskills;
  }
  
  interface Disabledskills {
    skills: any[];
    levels: Levels2;
  }
  
  interface Levels2 extends AnyObject {
  }
  
  interface Routing {
    skills: string[];
    levels: Levels;
  }
  
  interface Levels extends AnyObject {
    overflow_status: number;
    experience_level: number;
  }

	// update task attributes to ignore the agent who transferred the task
	// it's possible that the agent who transferred the task is in the queue
	// the task is being transferred to - but we don't want them to
	// receive a task they just transferred. It's also possible the agent
	// is simply transferring to the same queue the task is already in
	// once again, we don't want the transferring agent to receive the task
	newAttributes.ignoreAgents = [...oldAttributes.ignoreAgents, ...[workerName]];

	// update task attributes to include the required targetSid on the task
	// this could either be a workerSid or a queueSid
	newAttributes.targetSid = targetSid;

	// add an attribute that will tell our Workflow if we're transferring to a worker or a queue
	if (targetSid.startsWith('WK')) {
		newAttributes.transferTargetType = 'worker';
	} else {
		newAttributes.transferTargetType = 'queue';
	}

ignore_agents: [] // for when rejecting a task

The following attributes will make it so the worker doesn't even have to click accept on a task, it automatically assigns it to them and it automatically selects it within the flex-ui.

"targetWorker": "client:cgibbons",
"autoAnswer": "true",
 "_selectTask": true,