Omnichannel Task Router Base Attributes

rdBaseTaskRouterTaskAttributes.js

// task
// snake case
var taskJson = {
	// this shows up in flex on the task as the primary text
	"name": "chase@rentdynamics.com",
	// differentiates between different task queues based on acceptable response times
	"type": "short-lived",
	"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
		"spoken_language_required": "spanish",
		// startDate
		"start_date": "2021-02-04T02:35:14.466Z",
		// clientId
		"client_id": 1,
		// communityGroupId if we have it
		"community_group_id": 2,
		// adSourceId here, then we'll put the adSourceName in the "conversations" sub-object
		"ad_source_id": 124,
		// could do this same thing using
		"community_group_priority": 10,
		// the following could handle all the training requirements
		"worker_experience_required": 7,
		// parent task when transferred to
		"parent_task_sid": "XXSF...",
		// this lets us know to show the follow up component on the frontend on the child task
		"parent_task_channel_unique_name": "follow-up",
		// this will be used to trigger search on the frontend if email
		"email_message_id": 2132424,
		// this will be used to trigger search on the frontend if call
		"call_detail_id": 2132424,
		// timing - what about holidays?
		"acceptable_contact_time_min_utc": "0800",
		"acceptable_contact_time_max_utc": "1630",
		"acceptable_contact_time_utc": -7,
		// 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
		"lead_id": 3245621,
		"resident_id": 435563,
		// used in transfers
		"transferred_from_user_id": 291,

		// completion
		"completed_by_user_id": 291,

		"call_route_step?": 0,
		...{ /* ... any other use-case specific attributes can be added here */ }
	},
	"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
	 "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
	"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
		"business_value" : 7500
	},
	

	// 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"
}

rdBaseTaskRouterWorkerAttributes.js

// worker
var workerJson = {
	"public_identity":"Chase",
	"contact_uri":"client:cgibbons",
	
	"roles":["admin","wfo.full_access"],
	"team_leader_sid": "",
	"spoken_languages": ["english", "spanish"],
	"overflow_status": 9,

	// could do this same thing via
	"experience_level": 9,

	"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",
	
	"manager":"Zach Passey",
	"team_id":"1",
	"team_name":"Hello",
	"team_name_in_hierarchy":"Hello,Logan,UT",
	"department":"Contact Center",
	"department_id": "2",
	
	// we might change this up a bit to allow arrays
	"routing":{
		"skills": ["spanish_speaking","overflow_status"],
		"levels":{"overflow_status":10}
	},
	"disabled_skills":{"skills":[],"levels":{}}
}

Incoming follow up task attributes in flex currently

{
  "clientId": 1,
  "parentTaskSid": "",
  "autoAnswer": "false",
  "search_result": {
    "clientId": 195,
    "resident": true
  },
  "childTaskSid": "",
  "type": "short-lived",
  "search_context": {
    "emailMessageId": 2132424
  },
  "rdStep": 0,
  "overCallCapBy": 320,
  "acceptable_contact_time": {
    "min_utc": 1500,
    "sort": "GMT-5",
    "max_utc": 300
  },
  "transfer_context": {
    "transferredFromUserId": 291,
    "leadId": 3245621
  },
  "referrer": "http://chat-demo.rentdynamics.com/",
  "rdClientId": 1,
  "rdJson": {},
  "name": "Jon Doe",
  "isNewClient": true,
  "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"
  },
  "contactCenterId": 1,
  "startDate": "",
  "outcome": {
    "users_engaged": [
      112,
      291
    ],
    "completed_by_user_id": 291
  },
  "direction": "inbound",
  "order": 0
}